This was our second stay at this well situated hotel, and both experiences were very different!
Service remains inconsistent. Some staff are exceptional, others clearly don't want to be there!
In the main though the service was good.
The bookings and administration processes could benefit from something of an overhaul!
Our last visit was in the 'modern' part, and this was a hugely negative experience. We still decided to come again though because we chose the 'Filby Suite' (Rm 5), a rooftop, in the eaves, with beautiful wood beams and plenty of space, this room was like a little house! *Caution - Not for those who are less than mobile!
We used the restaurant on this occasion for Dinner and Breakfast. The Dinner was without doubt the highlight of our stay. Great service, wonderful ambiance - and stunning food! We are notoriously 'fussy' in our desire for great food, commensurate with price paid - and this eating experience was THE BEST we have ever had! Thank you Maid's Head, Norwich!
Sadly, breakfast was a complete reversal! Grumpy member of staff who appeared 'dead behind the eyes', despite appearing to be 'senior' within the establishment showed us to our table, and that was the extent of any service. The food was bland and for the price, I would 'expect' to be served! The experience was more akin to a holiday hotel abroad, bun fight with everyone (guests) trying to do everything to bring their choices of hot or cold breakfasts back to their tables. Multiple trips required because food had run out, or toast had to be self grilled.
Although affected by noises from outside, the executive suite (Filby), assuming no mobility problems...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you very much for feedback in relation to your recent stay with us.
We are obviously extremely disappointed to see that we did not fully meet your expectations on your visit to us and must apologise for this.
If you could please email our operations manager Dan Hawkie on firstname.lastname@example.org so that we can investigate your experience in more detail that would be great. We would like to establish when you stayed and investigate the issues raised in more detail as explained.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.