My husband and his 2 brothers have just returned from 5day tour staying at Scarborough Grand. I had asked Caledonian to check with the hotel before booking that there would be a three bedded room available and the operator contacted them while I held on and was told yes this was available. When they arrived they were shown to a room with only a double and single bed in it. The hotel denied they had been contacted about a three bedded room. Even before opening the room door they were aware of a very strong smell of drains. They complained and were given a better room with 3 beds. Other passengers complained about their rooms being unsuitable and were told they would have to pay an extra £20 per night to be moved.! The restaurant manager-Richard-was extremely rude to passengers who only had their room keys to show instead of a card. No one was aware they needed the card as well as the key and were made to return to their rooms to get their card. After a long day travelling this was a trial for some of the older passengers. The food was terrible. The rooms were not serviced. They had to ask for clean towels and dirty towels were not removed for the whole time they were there and when they asked for toilet roll were told there was none and to come back later,.They went out and bought some. Teabags and coffee were not topped up. This hotel only allows one pillow per person which could cause distress for people with respiratory problems. Corridors were dirty, with litter lying about and there were painters working in them every day with the added issue of the smell of paint always present. A lot of other passengers from the bus were complaining that the hotel was not up to a standard they expected and wondered if anyone from Caledonian travel checks hotels before using them for tours. I feel these complaints should be taken up with the hotel before further customers are faced with these issues.