Despite millions of pounds invested in refurbishments, Llandudno's Grand Hotel has only managed to climb one place in the town's Tripadvisor rankings, still averaging just 2.8 out of 5 from recent reviews.
Once one of the most prestigious hotels in a resort known for stiff competition, The Grand had languished at the very foot of Llandudno's hotel rankings on Tripadvisor under the ownership of Britannia Hotels. A persistent lack of investment was among the most frequently cited grievances from guests.
However, the past couple of years have finally seen Britannia begin pumping money into the imposing property situated beside Llandudno Pier. The hotel chain has invested millions into a comprehensive overhaul of its bedrooms and ballroom, followed by proposals for a £3m external facelift, with work already under way on several of the balconies.
£1 Million Investment and Recent Reviews
The brand has also ploughed more than £1m into the concept of an all-inclusive entertainment package, encompassing daytime activities, social games and live performances.
North Wales Live examined the hotel's more recent reviews to determine whether these changes were beginning to bear fruit in terms of customer satisfaction. On a positive note, The Grand no longer sits at the very bottom of the Tripadvisor table, having edged up one place — modest progress, but progress nonetheless. It currently holds a 2.8 out of 5 average on the popular review platform, with twice as many "terrible" ratings as "excellent" ones.
Nevertheless, the most recent feedback paints a bleak picture, with two one-star ratings and one two-star assessment. Perhaps the most scathing was titled "Just don't! Needs demolishing". It did acknowledge the location and the staff's efforts. However, the facilities came under fire — with the room branded as "tiny" and "grubby".
Criticisms and Responses
One reviewer concluded "I can't believe they've got the cheek to charge good money to stay in such a hovel", while another declared it was "only fit for closure". While their room was at least clean, they noted: "The rest of the hotel was dirty. Unhoovered carpets. Peeling paint. Dirty paintwork. Broken shower room tiles."
Gareth D stated "Quite literally the worst hotel I've ever stayed in". What's notable is that Britannia actively responds to most reviews. They pledge the feedback will be passed on to those responsible at the hotel and ask customers to be patient as they work to tackle these problems.
In one response to someone who dubbed it "Fawlty Towers on steroids" they wrote: "We know our space needs some upgrades, and we are working on these over the winter months. We want to be welcoming to everyone". They added: "We hope you will visit us again to see our improvements".
Mixed Feedback and Future Outlook
It wasn't entirely negative as Rhys P awarded it three out of five, though his remarks were hardly enthusiastic and he did conclude that while he would return to Llandudno, he would be choosing different accommodation. Francis H will be making a return visit, however. He also awarded it three stars, saying: "The downstairs public rooms (reception area, bar/lounge, restaurant are very attractive places, and the view from the restaurant overlooking Llandudno bay across to Little Orme, is one of the best restaurant outlooks we have ever experienced anywhere."
He particularly praised 'Jo' for her assistance in finding gluten-free options due to his coeliac disease. Toto Bena awarded it four stars, commenting: "It was better than the reviews I had read about it".
In total, 32 reviews appeared on Tripadvisor from the beginning of August onwards. Of these, 13 rated it terrible, awarding just one out of five. There were no "excellent" reviews, though two people ranked it as good with four out of five. A further four opted for the average rating (three stars) while three gave it two out of five.
Considering the level of investment, these results aren't particularly encouraging, although there are some positive signs emerging. The individual responsible for responding was apologetic and provided reassurance that improvements would be made. To one complainant they said: "We hold ourselves to a high standard, and it is clear from your description of the furniture, decor, and cleanliness that we completely missed the mark during your visit."
They did add, however: "We would appreciate the opportunity to look into your booking further and make things right. Thank you again for bringing this to our attention, and we hope to have the chance to restore your faith in us in the future."
Yet the establishment still falls considerably short of living up to its name, and it is evident that a significant amount of further investment is needed before the facilities can truly meet expectations.
