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“Very poor customer service/empathy.”

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The Peacock Townhouse Hotel
Ranked #5 of 7 Hotels in Kenilworth
Reviewed July 30, 2013

Booked via late rooms. On the face of it the price was ok but was shocked to then be charged £5 for parking. No hint of empathy on check in. Simply a grin and a comment of "it's the policy". Ordered a newspaper for which they tried to charge me 25% above the cover price. Again, the same grin and "it's our policy". Nearly told them where to stick it. The room was ok in itself I will not rush back for customer service such as this.

  • Stayed: July 2013, traveled solo
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Thank HotelNut01
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mike P, General Manager at The Peacock Townhouse Hotel, responded to this reviewResponded August 6, 2013

We are were sad to learn that you felt that you were wrongly charged for parking during your recent stay. As you booked via Laterooms you will see under facilities that we do charge for parking. Kenilworth is a lovely and popular market town and secure parking can be hard to find and our parking facilities are quite limited. As many of our guest's can attest the grin you saw from one of the team is was a normal expression of friendliness which you chose take as snarkiness. It is your choice!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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245 - 251 of 386 reviews

Reviewed July 29, 2013

We decided to visit Warwick for a weekend and take in the castle and surrounding areas. We spent one night in the Best Western Peacock Hotel. The hotel staff were very pleasant, but unfortunately the hotel and adjacent ‘stables’ accommodation was rather poor.. The exterior of the hotel was very shabby, nothing like the pictures that are used to advertise the hotel. The first shock that we had was the additional cost of £5 per night to park the car in the hotel car park..! I would have assumed that if you had already paid for the accommodation it’s not unreasonable to expect to be allowed to use a space in the (mostly empty) hotel car park… We were given a room in an annex of the main building, called ‘the stables’. This was accessed by walking through the £5 per night car park and was not directly accessible from the hotel itself. The bedroom was clean but rather on the small side, there was also a ‘non-working’ kitchen (well, the taps worked) leading to the bathroom. The room would have been greatly improved if the old kitchen was removed and the sleeping area made into a reasonable size. The sleeping accommodation itself was adequate, but nothing inspiring.

There has been some ‘artistic license’ used when the hotels is described as having 3 restaurants and 2 bars, effectively all five appeared to be in just two rooms.. We did not have our evening meal at The Peacock, instead we opted for the rather lovely Ego Kenilworth restaurant just a short walk from the hotel. That said, the breakfast in the hotel (served in the Indian restaurant) was very good. The staff were helpful and the food was good and arrived promptly.

Probably not a hotel that we will be returning to..

  • Stayed: July 2013, traveled as a couple
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Thank JamesDHunter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 24, 2013

This hotel was a last minute booking on a 3mth UK holiday. The main building of the hotel smelt musty. The young lady at reception had difficulty arranging our security card for the door of the Stables Block where the room was located. Room was reasonable and we had a good sleep. The restaurant in the hotel is Indian and the meal was rather expensive and the menu was not that good and we were the only people eating that night. Average all round, but better than sleeping in the car !

  • Stayed: May 2013, traveled as a couple
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Thank patmacnz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 16, 2013

we were pleased to find parking behind the hotel despite the £5 charge.
booking in was good. friendly staff and everywhere very clean.

our room was 312 in the garden and up in theroof of an out building conversion.
it was sweltering despite the windows being open. at 11 pm we had to get a fan from reception as it was so hot.
the four poster bed was beautifully made but the frame was lose so it creaked and every time we moved.
the bath room was immaculate with all the creams and potions you need for a stay.
the towels luxurious and fluffly.
breakfast was included but other wise if not stated it was a continental type fruit yogurt toast. the full english was sparse but sufficient if you'd had toast before it.
the coffee was refilled at whim.
there is an in house indian restaurant which smelt divine and we wouldve eaten there if we'd not had chinese curry the night before.
all in all it was a lovely room but needs a fan i the ceiling at least or best air con. the bed needs a carpenters attention. and some drapes on it.
the power shower was great after a long drive from wales. much appreciated.
would go again as its places so conveniently to clarendon rd.
keep up the service the staff were great.!!

Room Tip: the garden rooms are off the road and quiet once the staff have left.
See more room tips
  • Stayed: July 2013, traveled as a couple
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Thank biscuityboo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 11, 2013

Although the staff where very friendly and helpful, the rooms where spotlessly clean, modern and tidy the hotel, a Best Western, was somehow disappointing. The stair and hall way in the hotel was dated, I think I slept next to the restaurants extraction or the hotel boiler I have no idea, but something made a noise all night! the breakfast although well presented was in a room too small for everyone so some people had to eat in the restaurant area and walk backwards and forward with toast etc. there is a hidden stealth tax on the car park of £5 and although the room comes with a power shower! you have to do battle with it to get it working and even then it’s a struggle.
I have staid in better for less but I would probably stay again all that said as I couldn’t knock the room cleanliness

  • Stayed: July 2013, traveled on business
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Thank rob s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 8, 2013

This is not a 5 star hotel, nor does it pretend to be. It is very clean, tidy and in an excellent location in the centre of Kenilworth with parking (which is worth £5 per night). The staff are brilliant. As helpful as you could imagine and very friendly. We stayed in a family room with a double bed, a single bed and camp bed and everything was exactly as we had booked. Breakfast was great and offered excellent choice (including authentic Indian breakfast dishes if you wished). Thanks for a great stay and we will be back again in the future.

Stayed: July 2013, traveled with family
Thank Brian R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 24, 2013

We made a laterooms booking at the Peacock Hotel where the reviews were positive. Our experience was marred by an attempt to charge us (£5) for parking(!) on arrival, with statements like we would be charged £20 in central London . Thankfully our paperwork confirmed that parking was inclusive. The room itself was OK, clean and tidy, although a previous guest had taken one of the batteries from the clock. This was quickly replaced and extra tea and coffee supplies were provided without problem. The room was a little tired decoratively but towels, toiletries and linen of good standard. Breakfast a bit hit and miss, no toast offered but otherwise reasonable selection. We slept well and the bed was comfortable. We would book again if we needed a room last minute, but might be tempted to try one of the B&Bs in the area.

  • Stayed: June 2013, traveled as a couple
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Thank coralisland
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Peacock Townhouse Hotel

Address: 149 Warwick Road, Kenilworth CV8 1HY, England (Formerly Best Western)
Location: United Kingdom > England > Warwickshire > Kenilworth
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Restaurant Room Service Suites
Hotel Style:
Ranked #5 of 7 Hotels in Kenilworth
Price Range: $78 - $126 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — The Peacock Townhouse Hotel 3*
Number of rooms: 32
Official Description (provided by the hotel):
Lovely Townhouse Hotel with spacious rooms and nice bathrooms. Raffles Restaurant and Bar with Lounge, situated in Kenilworth Town Centre. Close to Warwick University, Birmingham, Coventry and Leamington Spa. Warwick Castle and Stratford Upon Avon are closeby for a weekend break. ... more   less 
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Also Known As:
Best Western Kenilworth
Kenilworth Best Western
The Peacock Townhouse Hotel Kenilworth, Warwickshire

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