Visited this hotel for wedding, was disappointed by the lack of cleanliness in all areas, thick dust and dirty areas greeted you at every point and it smelt like it needs a serious deep clean, the tired and worn out furnishings and decor was disappointing,but the very worst and what cannot be forgiven was the lack of customer service to meet any of wedding party needs, there was a consistent approach by all staff to do the very min required, no desire to meet the guest needs, bar staff using a calculator to tot up 2 soft drinks and trying the calculation at least 4 times before agreeing the rate! Service so slow at both bars that we resorted to crossing the road and visiting a local pub to get a drink several times. Lack of beer choice upstairs no draught despite having been told it was available it wasn't working. Glasses smelt musty and were dirty. Asked 4 times for an additional chair in the function room, never arrived! Function room boiling hot and windows closed each time someone opened them due to residents complaints apparently, at 9pm really? Staff took no effort to meet any of the guests needs and causing consistent frustration for people inc those staying, no flexibility in how things are done and meeting the guests needs. It is clear this hotel is staffed to a min and seeking to save money on everything, perhaps this has had a negative impact on the staff that they are passing on to the guests through their lack of desire to be proud of where they work and what they do... Please invest in this hotel, put its name back on the map as a great provider of customer service as well as historic building, it needs love and so do the staff so they can love the guests again and do a great job in the future. Until then we would not return and not recommend at all unfortunately. Great shame, so much potential, but so little effort no attention to detail.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 1, 2013
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I am sorry that you have such a poor view of the Hotel, and whilst I will not deny that the Hotel is not in perfect condition, I find it quite extraordinary that your view is that all staff do the very minimum required, and have no desire to meet the guest needs – not only is this completely incorrect, frankly insulting and contrary to the majority of our guests views either by personal comment to me or on the websites. There may be a number of reasons as to why a calculator is used – dyslexia being one of them. We also find it extremely difficult in the heat – I am obliged to close the windows as we have some new neighbours who live further up the High Street who find the music from our discos a great disturbance as well as all the other town centre activities, and whenever the windows are opened wide, call me to express their unhappiness and also the local Council who have had discussions with me – sadly I have no choice in the matter. As individuals my team are not perfect and I apologise if you had to request a chair four times, it seems awfully bad luck that so many of us missed the opportunity to provide one, as I am quite sure the request would have been made in a civil manner.
Like all businesses we do work to constraints, however we do take a pride in our Hotel and what we offer to our guests and I can only think that the old phrase ‘behaviour breeds behaviour ‘ came into play here.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.