I am rather surprised at the raving reviews for this hotel. After a holiday in Scotland, this hotel was an overnight stopover before driving to he South of France. As my husband had enough points on his holiday inn card and this hotel was very conveniently located for the channel tunnel, we decided to book a family room for a much needed restful night before a long drive the following day. On first arrival, the room was great - very spacious with two large double beds and still plenty of space for our luggage, as well as a voucher for a free film. A plan was put in place - early dinner followed by a film for the kids to watch in bed, then sleep! At 6pm, we went down to the restaurant only to be told that as a couple of coaches were booked in, we were advised to go and eat at the local pub accross the road. Not exactly the warm welcome we were expecting, but the pub was only a stone throw away, the food was decent and the kids ate for free. No big deal. Upon our return to our room however , we opened the door and were met with a very loud thumping noise. Having established that the sound was coming from above, my husband went downstairs to enquire only to be told that the hotel gym was above our heads!!! When he returned to our room with the good news, I immediatly phoned reception to ask to be moved rooms only to be told there was no other availability. I asked for the manager to come up to our room and listen for herself at the herd of elephants running above our heads. After a few moments the noise suddenly died down before we heard a knock on the door. Daphne, the manageress, apologised for the inconvenience, admitted it was a very bad design and that they had had complains before (!!!) and explained that the racket was due to some children mucking around in the gym. When I asked if she thought an adult would be less noisy, she assured us that the gym closed at 10pm (over 3 hours away!) and that she would monitor the situation until then. After she left, we decided to make the best of a bad situation and started settling in. The room being rather hot, I switched the air con on..... only for it to switch itself off within seconds. After many fruitless attempts fiddling with the control panel I admitted defeat. While all this was going on, my husband switched the television on for the kids to chose their film. Menu came on, a please wait message appeared then a blue screen then... nothing. As I was still fighting with the air con at the time (I'm stubborn that way!), my husband phoned reception yet again only to be told that the televison should be working and that "all other guests had no trouble working it out". Great, now we were stupid as well. Anyway, 15 mns of fighting with both the air con and the television later, my husband phoned reception yet again and asked for them to send someone to help us. We were assured that technical help was on its way. We carried on with our evening preparation in what had become a rather tense atmosphere until there was another knock on the door and in came a gentleman who could only be described as a waiter! Filled with renewed confidence, we watched as the young man tried everything we had already tried, fiddled fruitlessly with the air con panel and the television cables while talking on a walkie talkie to someone called Wendy, who seemed just as clueless as he was. I'll spare you the many conversations and attempts at fixing what they sought was wrong. By 8.45pm, having been up since 4.30am that morning, we gave up, sent the "technical help" away and tried to sleep with a noisy fan on (provided by the hotel), not being able to sleep with the windows opened due to the outside noise! We left early in the morning tired and frazzled, without a word of apology from the hotel nor a refund (which I will be demanding as soon as we return to England). Oh and did I mentionned someone got in the gym and thumped away till 10?
Ask for a room as far away from the gym as you can and ask whether they have checked all the equipma...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear reviewer, please accept my sincere apologies for the issues you seemed to experience during your recent stay at the hotel. As you rightly say this is surprising considering the normal reviews we tend to receive. I am sorry that we were unable to accommodate you in the restaurant at 6pm. As our restaurant opening time for guests is at 6:30pm and having coaches booked in the staff normally advise people that our Hop Pickers Pub is open for food from 5:30pm so that they have an alternative option without delay. As the pub is ours also guests can book meals and drinks to their hotel room account. I am extremely sorry for the other issues that you had during your stay and can assure you that I will look into them and will contact you direct. Once again may I offer my genuine apologies.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.