We come to the Lake District a lot and have tried many different hotels, of varying standard. We've had the rough and the smooth so are well placed to honestly critique where we stay...
The Brimstone is a new purpose built luxury accommodation block within the long standing Langdale Estate. Whereas other parts of the estate are distinctly 70's, almost tatty, the Brimstone is luxurious and 5 star from the word go.
The entire building is beautifully decorated and appointed, with no expense spared on creating the best possible environment for guests. This extends through to the Reading room, where there are complimentary snacks served throughout the day.
We arrived at 1:50pm hoping our room would be ready...but it wasn't. No problem there, the check in time is stated as 3pm, and we can just enjoy a drink in the reading room. Staff mistake number 1 then occurred. We were told that our room would be ready by 3.00pm guaranteed....not only was it 3.15 before a room materialised, but numerous staff walked straight past us over that 1.5 hours and didn't speak to us once to update us.
Normally that 15 minutes wouldn't be a problem, but what made it worse was staff mistake number 2. in the 1.5 hours we sat waiting no fewer than 5 other guests were checked in - straight in, without having to wait. The staff, at this purportedly 5 star establishment, should have given the earlier arriving guest a ready room, thereby minimising their wait.
This was a theme that carried on the whole weekend, whilst the staff were very smiley and polite, they never once met a good standard of guest care, let alone an excellent one.
However when we got to our room we were blown away. We had one of the 'ordinary' rooms but WOW it was anything other than that. Beautiful high quality furnishings throughout, massive comfy bed, great rain shower, proper high definition big tv, our own balcony, nice big bath big enough to get two in, in comfort, it really was good. Nice gadgety lights with Sexy, Tinkle settings, partner particularly liked the GHD hair straighteners...we were seriously impressed.
We went over to the Spa, part of the Country club in part of the wider Langdale estate. This has recently had a refurb and is great, clean throughout, nice fresh pool, great big sauna with glass looking out over the pool area, and a really good steam room. It was all done very well, and the staff in the spa were excellent.
Then we went to the reading room for a few pre-dinner drinks and a relax after the swim. Our time in the room was ruined by the staff. at 5:50pm I asked when some snacks would arrive, to be told there would be sandwiches at 6:00pm. Fair enough. At 6:30 no sandwiches, and I was hungry...but it's not dinner time yet so we waited, assuming they would be along soon. At 7:00 no only were there still no sandwiches but staff kept continuously walking in and out of the Reading room without ONCE updating us.
It got Specifically, the girl that told us "...sandwiches at 6..." must have walked past us 15 or more times, every time smiling, and never ONCE helping. At 7:20 we gave up, however whilst we were getting changed for dinner I popped back now and then, as a I was starving....still no sandwiches.
The staff even found time to eat their own tea, without ever delivering any sandwiches for guests.
We went out for dinner (to the nearby Wainwrights pub which was excellent) ay 8:30 and still no sandwiches.
We came back at 10:30 after dinner and there was STILL no sandwiches. By this time it had become a complete joke, as there were other guests who had been after some sandwiches too.
Then the following morning there was no milk in the coffee machine....and no milk in the fridge....so no early morning coffee then. Again a girl appeared, and again she said she'd get some milk "...straight away..." which took 20 minutes to appear.
So in summary a visit of two tales, amazing accommodation but staff who are very clearly not trained or able to provide 3 star service, let alone 4 or 5 star. I cannot currently recommend this resort to anyone, due to the staff attitude.
Full disclosure: we have complained to the Resort Manager and, providing staff attitudes have changed considerably and they realise guests come first, we would be delighted to revisit - and re-review.
If you are going to this resort in the meantime I would seriously recommend phoning ahead, speak to the resort manager and explain you've read the bad reports of staff attitude, and outline your expectations.
Staff that promise the world and don't deliver anything are enough to put anyone off.
Bear in mind you get breakfast served in the room (as standard - what a treat!) so plan your Sunday...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.