Grand Hotel Sunderland

I recently stayed at the Grand Hotel Sunderland for the first time, and while the hotel itself has a lot going for it, one member of staff completely ruined what should have been a lovely visit. The hotel rooms are genuinely impressive – spacious, clean, comfortable and well-presented. The facilities are also great, especially the pool area, which is one of the reasons we booked. Everything looked modern and well-kept, and on the surface it felt like a place you’d happily return to. Unfortunately, the staff were the complete opposite of the warm, welcoming atmosphere the hotel tries to present. In particular, the lady on shift at the pool on 1 August was shockingly rude from the moment we arrived. Every time I glanced over, she was staring at us with a disgusted look, like we were a problem just for being there. It made the whole experience uncomfortable when we were simply trying to enjoy the facilities we had paid for. When we were leaving, I genuinely didn’t know which way we were supposed to exit, so I went the same way she had gone into the changing rooms. She said something, but I didn’t hear her, so I politely asked “What?” She then turned around, pointed aggressively, and snapped “You have to go that way” with the most disgusting attitude. There was absolutely no need for her to shout or behave like that, especially when it was my first time staying and I had no idea where I was meant to go. Her behaviour was rude, unprofessional, and completely out of line. It’s a shame, because the hotel itself is lovely – but staff like her make guests feel unwelcome and judged, and that’s not something you forget easily. If the hotel improved its customer service, especially in the leisure area, it would be a fantastic place to stay. But based on this experience, the facilities were great, the room was lovely, and the staff – particularly the pool attendant on 1 August – were miserable, rude, and in desperate need of training the staff.

2 weeks ago · via Google

Unfortunately we only stayed 3 nights! Oh how I wish it could’ve been more. We don’t get away much so I’m so pleased I chose the Grand! The room 207 was bigger than expected and spotless, I had to ask for another pillow but that’s just me! The leisure club was all free to use and so clean, well managed & maintained. Car park is massive and free for the duration of stay. Breakfast was delicious and cheaper if you book it the night before at reception. The staff couldn’t do enough for you. I can’t wait to stay again! Thank you

5 months ago · via Google

Clean and excellent breakfast. No air con and our room (suite with seaview on 3rd floor) was extremely hot. 4 fans were provided but only used 3 as ran out of sockets. Suite was comfortable and spacious with a fridge and Bosch Tassimo coffee machine (no pods provided but Morrisons supermarket near by) and huge bathroom with double sinks, bath and separate shower. No daily maid service and had to request anything needed such as more towels, bins emptied.

a month ago · via Google

I would not stay at this hotel again. The hotel is extremely large, and walking from one end to the other is a real inconvenience. Despite the hotel being far from full, I was assigned a room at the very end of the property and on a basement-level floor. Every time I went downstairs, there was a noticeable damp and musty smell. What disappointed me most happened after check-out. Shortly after leaving, I realized I had forgotten my phone charger and cable in the room. I returned to the hotel immediately and reported it to reception. The staff took me to the lost property area and even back to my room, but the items were nowhere to be found. I was told that the housekeeper was not there and that if anything had been found, it would have been handed in. Unfortunately, I had left a relatively new and expensive charger in the room, and I am absolutely certain it was there when I checked out. While I cannot prove what happened to it, the fact that it disappeared within such a short time after I left raises serious concerns. The hotel itself was not terrible, but it certainly was not good enough to justify this experience. Between the poor room allocation, the unpleasant smell, and the missing personal property, I have no intention of staying here again and cannot recommend it to others.

2 months ago · via Google