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The Running Horses

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Room review highlights

... things do not go according to plan. Having booked a stay a few weeks ago we arrived to find that due to the booking system being down that our room had been double booked! However from that moment onward ALL of the staff acted with the utmost professionalism,respect, courtesy and gave...

Went here with group of 15 for early drinks and then a private dinner in lovely wood panelled room. The food was really top class, the service so friendly and professional, it all made for a wonderful evening with everyone impressed! Will be going back!!

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Enjoyable stay

We stayed here on bank holiday Monday in the small cottage which is part of their accomadation. It was very quaint, it had its own lounge, bedroom and bathroom, it was lovely such a picturesque setting. The Pub is very welcoming the under Manager couldnt do enough to help us. It is a typical English Country Pub with lots of nooks and crannies and I guess in the winter a very welcoming fire. There was plenty of seating outside and that day they were bar be queing which smelt delicious but we were going to relatives for a meal. The breakfast was very good, a very varied selection and very tasty, I had smoked salmon and scrambled eggs and my husband had the full English, both excellent. I do hope one day we will be back as the location is excellent for walking up Boxhill for the views.

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Date of stay: August 2019

Cleanliness

Service

Sleep Quality

This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

Hello Alison B,

Thank you very much for leaving a 5* review from your stay with us on the Bank Holiday Monday,

Its always great to hear such positive feedback. We do hope you visit us again soon,

Best Wishes,

The Running Horses Team

This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

It ain't what you do it's the way that you do it!

So, a bit of a tale...For us the measure of exceptional service is how a business acts when things do not go according to plan. Having booked a stay a few weeks ago we arrived to find that due to the booking system being down that our room had been double booked!
However from that moment onward ALL of the staff acted with the utmost professionalism,respect, courtesy and gave exceptional customer service.The ability to admit an error and take ownership is not an easy thing to do yet they managed the whole situation wonderfully. We were offered a meal and drinks and more importantly accommodation elsewhere which was covered for us.
We then booked a return visit, which was offered on a complimentary basis although we were happy to pay for our food we were given vouchers and accommodation gratis. All of this alongside of a beautiful room, spotlessly clean, wonderfully comfortable and rather delicious food, the scallops were exceptional as was the duck.
In addition the staff Amanda, Paolo, Chris, Ed and all of the other staff took total ownership of what had happened and ensured that our stay was perfect in every way.
Yes, perhaps it was deserved given the initial error however, you cannot manufacture this level of comfort, food or service just to ammend a mistake. These lovely, genuinely warm and kind people know what they are doing and they do it very, very well. We would have no hesitation in returning and extend our thanks once again to all of you. We had the most perfect stay..

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Date of stay: July 2019

Room Tip: Goodwood Room..Perfect

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Rooms

Service

Sleep Quality

This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

Hello SDSurrey,

Firstly I would like to extend a further apology for the initial error with your first visit here. The mix up was completely our error and I am extremely grateful you chose to come back to see us in a positive light.

The team were over the moon that you returned and were so pleased to be able to rectify the mistake made. They all have a lot of pride in what they do and I hope that showed.

We are all looking forward to your next visit with us here at the Running Horses.

Best Wishes,

The Running Horses Team

This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Wonderful food and superb service

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Date of stay: May 2019Trip type: Traveled with friends

This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

Hi Eshertraveller239, Thanks for your review! We're glad you all enjoyed your evening with us - it was a pleasure to accommodate your party! We hope to see you all again in the near future! All the best!

This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Shockingly BAd

We stayed over one night and ate in the Restaurant that evening with friends.
I'll split my review into room and food as both were very different!
ROOM
A beautiful old sytle room overlooking the Church with comfortable bed, opening windows for ventilation, TV, coffee/tea maker (although no spoon) and a nice en-suite bath/shower room.
I couldn't complain about the room as it was very nice although it wasn't cheap and so you expect something worth the money.
Parking incientally was OK but only just, if you came late you may find it difficult to park as there didn't seem to be a dedicated car park for staying guests.
FOOD
This is where it all went wrong.
In the evening, in the restaurant area, we were waited on by a very nice young Lady but she was very inexperienced and this caused many issues.

She had no idea about the menus on offer, told me it was the Chicken Terrine that was off so I ordered Ham terrine, she took the order to return and say, actually it was the ham! I therefore passed on starters but still had soup delivered.

My Wife did have soup but wasn't given a spoon. I had to go hunting the waitress.
My frineds shared Camerbert but were given no plates. I had to go hunting the waitress.

Main course was just about warm which I hate if it is meant to be hot. I couldn't be bothered to hunt the waitress again and so got on with it. The Chicken Kiev was quite nice to be fair, just not hot.

Many times we were out of drinks or water but there was never anyone to hand to ask.

We likened the whole experience to Faulty Towers. A shame as it could be so good.

The last orders bell rang at 10:45 and that was our cue to clear off. We did manage to get one more drink from the bar and go out the front to have this. You just knew that inside they were itching to get rid of us and go home/go to bed.

Worst was to come - at breakfast, they dont use the restaurant and so you have to sit in the bar area. This is narrow area meaning you sit in a line, like waiting for a train on a station platform.

The foreign gentleman serving did struggle at times with my London English which was frustrating in my own Country in what is described as a lovely old English Pub in some reviews. We got there in the end though.

We waited 20 minutes for...........

Trip advisor cut my message short as I mentioned another establishment.
Cant be bothered writing it all again!!!!

Long and short, stay here at your peril, the service is simply awful

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Date of stay: April 2019Trip type: Traveled as a couple

Room Tip: Go somewhere else

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Value

Location

Service

This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

Hello Ray,
We’re sorry to hear of your less than satisfactory experience and hope you will accept our apologies. We have read through you review and passed on all comments to the necessary team members.
Due to licensing restrictions, last orders have to be called at a certain time. This is in no way a cue to ask guests to leave, and we’re sorry you thought it was.
We apologise that our service did not satisfy your expectations. We have addressed the team member that served you in the restaurant, who is now being further trained on the menu and basic service techniques.
We work at an AA Rosette level and, as expected, every single dish we serve is made to order, so it concerns me that you reported all you food to have been served cold. This is being looked into.
We set a high standard for ourselves and are sorry to hear that standard was not met. We aways aim to go above and beyond for our guests. We welcome feedback throughout our guests visits, and aim to resolve any issues immediately, so being made aware of problems at the time of occurrence is essential. As I said, guest happiness is our number one priority, and we apologise we failed on this occasion.
We have many team members, all whom have been employed based on their industry experience, skill sets and personalities. Regardless to what their first language is, all team members are very able to communicate with guests extremely efficiently, and always in a polite and appropriate manner. Our entire team apologise for the reported miscommunication you experienced. Again, we thank you for providing your feedback, and hope you will accept our apologies.

This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Comfortable stay, excellent amenities & lovely decor

Stayed for the single night for work. Found the amenities excellent (high quality selection of tea, a large bottle of water and a coffee pod machine!). Decor was charming and enhanced the old features of the room. Bathroom was brilliant. A couple of downsides that doesn't quite get my review to a 5 star. Wi-Fi was patchy and required turning my Wi-Fi on and off to reactivate. Due to the building being old it wasn't very sound proof which meant you could hear the chatter of people in the pub downstairs. That being said closing time was 11pm and it cleared out quite quickly and was quiet thereafter. I cannot stress enough that my stay was excellent and the staff were very helpful.

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Date of stay: October 2018Trip type: Traveled on business

This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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