It might be unfair to write a review 2 years after the wedding as the staff will have changed, but as you're asking, I will tell you that our experience was dreadful.
We didn't have the whole wedding at the Majestic than goodness , only the wedding service itself but we had many guests staying Saturday night and/or Sunday night. I booked our rooms 6 months in advance for the family of the Bride including a cot in one room and two interconnecting room and saw the rooms 2 weeks before the wedding. It was completely pointless booking so far ahead when we were told the rooms weren't allocated until the day. We never got a room with a cot and the only cot they had had been given to someone else. The Bride's brother who needed that accommodation lived half an hour away and ended up going home.
We had a reception with cakes and tea for all the guests staying the night before (about 60 people). The staff didn't know what we had booked because of a change of staff and poor hand-over to a Manager that night who didn't know us. The reception was set up like one you would find for a coffee break during a conference and I had to ask for more cakes.Maybe my expectations from a 4 star hotel were too high but I didn't expect hot water in flasks and paper cups. There was no staff at the bar (the night before a Bank Holiday) as the only bar staff available that night were in the main bar down the corridor.
I could go on, that weekend was a shambles and we made many complaints which were compensated in a small way but not what I would expect from a 4 star hotel. I can't comment whether this would happen to somebody else now with new and hopefully better staff running the hotel. I have no intention of taking the risk in future.
Response from Alicja Kulinska in The Majestic Hotel:
Dear Mrs Miller,
Thank you very much for taking the time to post your review regarding your experience with us here at The Majestic two years ago.
I am truly disheartened to read that your memories of The Majestic Hotel are not as we wish however I would like to assure you that we have improved drastically since your visit.
Since your visit to The Majestic Hotel we have been sold to The Cairn Hotel Group; a family run hotel, bar and restaurant group, that has brought over 50 years of experience of hospitality to The Majestic Hotel. Not only are there great plans for refurbishment throughout the hotel, which has just begun, the owners have employed the right team and management to ensure we are operating at the highest of standards on a daily basis.
Matthew Hole was the first appointment made by The Cairn Hotel Group in the position of General Manager. He has brought his plethora of knowledge and understanding into his role and immediately implemented better and more efficient procedures to both our Event & Sales team as well as our Food and Beverage team. This has proved dividends in his time with us, as we see the hotel grow with new business and our clients that return to The Majestic year on year. Many comment on the improvements that they have seen in recent times.
Rishu Roshan has been appointed as our Operations Manager and he holds himself and his team to the highest of service standards. Only the best will do for Rishu and this can be seen throughout our restaurant, bar and events operation team with regular reviews, training and support being offered where appropriate.
Finally I would like to note that there has been many changes to the core team in general here at The Majestic with the events team, as an example, being completely new since your visit. We all take great pride in our reputation and standard with everything that we do and I would like to highlight our shortlisting in the Harrogate Hospitality Awards 2018 as ‘Team of The Year’, with the winner being announced on June 4th, as an example of the great recognition of the hard and great work that we do at The Majestic Hotel.
We would relish the opportunity to one day restore your faith in us and to showcase the hotel to the standard that it now operates at. I hope that in time we can welcome you to The Majestic Hotel here in Harrogate and that you can leave with the fond memories that we wish all our guests to have when departing.
Thank you once again for your comments and I hope that my response can assure you that we will, and do, continue to improve and learn from all our feedback for our future guests.
Yours sincerely,
Alicja Kulinska
Wedding and Special Events Executive
