Grand Central Hotel Belfast

What a Disappointing Hotel for a 5 Star !!! We stayed 1 night as had a concert in SSE Arena . Upon arrival , entry to hotel is gained by pressing a Handicap Entry Button stationed on a pillar at least 3 metres from the front door ( very odd !!! ). Despite having booked and paid extra to park our car at the hotel, there was neither space nor set down area available at the front of hotel . Had to park on double yellow lines to unload overnight case. No parking attendant or concierge seemed to be available so the young man behind reception eventually came to our aid.
Reception staff lacked communication skills with barely a friendly hello whilst checking in. Seemed young and rather inexperienced almost as if they received little training and were thrown in to the deep end.
That aside, we made our way to our room which was very well appointed and beautifully designed. Bed was very comfortable and we had an excellent view over City Hall and Belfast City.
Sadly, our next disappointment was breakfast. Staff seemed rather disinterested. Self service ! Food served from a serving hatch!!! ? Food luke warm and appeared to be sitting for some time!! Orange juice not Freshly Squeezed as recieved in all other similar hotels. Sadly not up to 5 Star level and weve stayed in quite a few.
Would we stay again ? Sadly not !

Avoid this hotel if you value customer service and clear communication.

Our stay was already disappointing due to issues within the hotel itself — two of the rooms had faulty lighting meaning we had to shower in the dark and we were unable to get any response from room service despite multiple attempts to contact them.

The biggest issue, however, came afterwards when I discovered I had been incorrectly charged an additional £211.50. I raised this immediately and was repeatedly told by Niall that the matter was being investigated. After multiple follow-ups over more than a week, communication was poor, slow, and dismissive. I was then incorrectly told the charge related to a “no show” room, despite the room having been cancelled within the free cancellation period through Booking.com.

It was only once Booking.com became involved and intervened directly that the hotel finally apologised and agreed to issue the refund. Had Booking.com not stepped in, I genuinely do not believe this would have been resolved properly.

Very disappointing experience overall, both during and after the stay.

Location

Bar, Attitude, View

We were excited to stay here, as we love our 5 star luxury. We had just come from the amazing Regency House in Belfast. But what a massive let down the Grand Central was for us. For starters it is no way a 5 star, between the poor service, the decor and the food. Noting was 5 star. It was an average 4 star. The room was so disappointing. It lacked character. There was no coffee machine, which I was in disbelief. Mold in both shower heads. Tiling on the bath had been messed up. There was no biscuit or chocolate. There was supposed to be an Easter Surprise in the room, a cheap egg, for about £2! The dressing gown was stained. The level of cleanliness was very disappointing. It wasn't to a high standard. No attention to detail. For breakfast we had to queue for ages, I have never experienced anything like it. It was completely self service, for a 5 star hello?! Only your drink order was taken. No one wanted to help us with our luggage. For chcek in and out, more waiting. And some staff took a dislike to us and wouldn't serve us. A very upsetting experience all round. Would not recommend

Lovely hotel and nice, spacious rooms! Bar and room service exceptional! Just down the street from Donegal Square so it was convenient for shopping and diner

The quality of the interiors and the location

Overall a good experience, food and most staff excellent. Niamh at reception is efficient but needs to smile as it can appear unwelcoming which I am sure was not the intention. It cost 20 pounds to park our car, this needs to be clearly signposted on the hotel website.

It’s ok but not the best, it seems to lack leadership, rooms are small and dark furniture which doesn’t have any storage.
Food was good.

The Hotel is beautiful, exceptionally clean, and the staff all very polite and welcoming.
The main bar is waiter service only and is very slow.
The Breakfast is amazing, best hotel breakfast I’ve ever eaten.

Room was immaculate, great location and the staff were fantastic