Crown Spa Hotel Scarborough by Compass Hospitality

99% polite friendly staff. 1 assistant manager (because the General Manager was too busy, apparently to speak to us), let us down. My husband had phoned in advance of the booking to ensure they could cater for me as a gluten-free vegan, which they repeatedly said yes. Breakfast was a plate of beans with grilled tomatoes. Their bread was not vegan and gluten-free. I had a long day ahead of me and needed to travel to meetings for the full day. My husband tried to explain the situation to the assistant manager. My husband showed her the picture of a plate of beans and tomatoes to say this is not a decent breakfast. She was not bothered and asked my husband what he expexted and could not see what was wrong with a plate of beans and tomato until he asked her if that was what she would be happy with for breakfast? Her attitude and tone were upsetting and unprofessional. When my husband said gluten-free, even egg free bread would be nice. She suggested I have fruit for breakfast. My husband explained I don't eat a plate of fruit for breakfast. (I have 1 piece after each meal). He again explained he had made a call in advance of the booking and clearly explained my dietary requirements, and they had said they could meet my dietary requirements. In the end, I was so upset I went to tesco and purchased a loaf of gluten-free bread. The next morning, the 2 catering staff Mr Bal and a lovely blonde lady who we had explained our situation to on day 1, had already spoken to the chef Aran, who then went ton to make arrangements for me to have a vegan gluten-free breakfast, which included vegan gluten-free bread. On arrival, we had also upgraded to a seafront larger room for extra payment per night for a 2 night stay. The smell of damp and mould was unpleasant even though we kept the windows open all the time. We both came away coughing, worsening asthma, wheezing. Lovely staff except assistant manager could have been more polite, professional and helpful. I would not recommend if you have any dietary requirements or if you want to avoid the smell of damp and mould as it worsened asthma symptoms. Lovely location. They did send fruit to the room as an apology, but with the heat and smell, we just could not bear to eat it and the attitude of the assistant manager was not right..The afterthought whilst kind was too late. No AC in rooms. We did nit use Spa / Gym facilities felt claustrophobic when we passed through to look.

Unfortunately, this was a total disaster. Not to be repeated. Although the few staff did their best, it was very short of staff and the gluten free options, even having checked in advance that they were available were extremely poor. Cold over cooked and they obviously did not understand.the requirements. Poor communication throughout. However, 1 lady on the staff tried her best to salvage the situation. Praise due to her.