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“Dire customer service”
Review of The Chapter House

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The Chapter House
Ranked #6 of 59 Salisbury B&B and Inns
Certificate of Excellence
Reviewed August 4, 2013

Family getaway in two rooms and an expensive,in house steak dinner has been spoilt by poor customer service post stay. Agree the outside area was neglected but the room was quirky,had nice touches and quite comfortable. One guest left an item of clothing in the wardrobe and on calling was told that the item had been found by the staff. Details provided (which they had from the reservation details) with offer to pay for them to post it which they agreed to do......nothing received. Despite numerous follow up phone calls and letters directly to the manager there has been no contact whatsoever in return .
Would have reviewed this stay in a positive way if it was not for the obvious disdain they have for guests once they have paid the bill!

  • Stayed: May 2013, traveled with family
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1  Thank Bs9ontour
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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437 - 443 of 633 reviews

Reviewed August 1, 2013

Just stayed here for one night. The hotel is inside a really really old building with totally uneven floors and really low beams in our room, amazed I haven't banged my head yet!

Our room is very nice, large tv, radio, nespresso machine, massive bathroom, all finished well and very comfortable.

We are in the restaurant last night. The steaks are fabulous, but not cheap.

Only downside is it's currently roasting in the uk meaning we have had the windows open all the time. Sadly our room overlooks a very busy main road, so the road noise is considerable.

That aside we've had a great stay.

  • Stayed: August 2013
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Thank John A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TLCSalisbury, Manager at The Chapter House, responded to this reviewResponded August 5, 2013

Thankyou very much for your feedback and we are delighted that you enjoyed your stay with us.
We are blessed with such an old building containing bags of character, however such an old building does have its drawbacks. Unfortunatly due to the age of the building we are unable to install air con units into the bedrooms, which on a hot summers night as we have unusually had during the past few weeks has be a hinderence. However we are glad that it didn't tarnish your stay with us too much and we hope to see you soon and welcome you back for another enjoyable experience.

Warm regards,

Team TLC x

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 26, 2013

We stayed here on a KGB deal ; Sunday & Monday night.
This place is old, uneven and wobbly. This however lends to its charm. We stayed in Room 1 which faces the busy road. The room itself was big with a huge comfy bed ( actually 2 singles bolted together ). Massive flat screen TV on the all and lots of mirrors. The rooms are all Cow themed and we had a huge hairy bison on our wall which was quirky. There was a coffee machine that we couldn't quite get to work but my wife loved the choice of teas in the basket.
There was separate shower and toilet. The rain fall shower worked great however the toilet was very cramped. If you were of the larger disposition this maybe a problem. The floors are uneven but hey if you want level floors go and stay in the Mercure down the road.
My only gripe with the room is that it was noisy and hot. There is secondary glazing which when all up does block out 75% of noise but it was too hot to have them shut so we had to have them open which was noisy. A simple solution to this would be to put stand alone air conditioners in the rooms. They just got too hot.
Check in was speedy and friendly. The place seems to be run by youngsters. We had a continental breaky on the first day which did its job and on the 2nd day a cooked breakfast. I had the full English which wasn't much cop ( undercooked sausages and 1 & 1/2 slices of streaky bacon. I felt robbed. My wife enjoyed her eggs benedict though.
There is a courtyard which we used quite a bit. Quite pleasant to have a drink. Have to agree tho poor selection of real ales and lagers.
The owners have obviously spent quite a few quid on this place. I just hope it succeeds. The restaurant never really seemed that busy - it may have something to do with the pricey steaks.
All in all we really enjoyed our stay - we just wish it had been cooler and quieter. Air con the rooms!!! Please!!!

Room Tip: If hot try and get a room at the back away from the road.
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  • Stayed: July 2013, traveled as a couple
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1  Thank travelmonsteroblivio
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TLCSalisbury, Manager at The Chapter House, responded to this reviewResponded August 5, 2013

Thank you for your comments, we are glad your enjoyed your TLC experience with us and had a pleasant time.
The charm and character of the building comes from the age of it, which as you can imagine, although contributes to the quirkiness and wonderful atmosphere of the hotel, does also have certain drawbacks.
The air con is one of these as we are unable to install air con into the rooms due to the age of the building, which can be a pain when the weather has been good, which we have recently had the pleasure of experiencing.

We understand that this would encourage you to open the windows, which unfortunatly would then cause the noise to become louder in the rooms. However this is the case throughout as majority of our rooms are street facing due to the excellent location of our hotel, right in the heart of the city center.

We have taken on board your constructive feedback and hope to welcome back soon so you can relive your great TLC experience.

Warm regards,

The TLC x

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Reviewed July 21, 2013

visited for a drink last week. Sat outside. It was 7pm and the courtyard had not been cleaned since lunch. Full ashtrays & dirty napkins everywhere.

Couldn't find any staff so had to search the bars. Had 2 pints & 2 wines £22.50!!!!

  • Stayed: July 2013, traveled with friends
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Thank mekonBitmingham
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 19, 2013

Hotel and room great fun and stylish. Staff were very friendly.

However, service was disorganised, with an early morning fire alarm taking ages to sort out, no night keys given out (and no porter to let you in), and late starts to breakfasts.

If they can turn their obvious enthusiasm to getting the service right, it could be great!

  • Stayed: July 2013, traveled on business
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Thank Evsco
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TLCSalisbury, Manager at The Chapter House, responded to this reviewResponded August 5, 2013

We apologise for your bad experience with us and are deeply saddened to hear that we were not able to make your stay with us an enjoyable one.

Although we do not have a night porter there is always a manager on site 24 hours a day.
On the morning in question the fire alarm was set off due to a fault with the system, which is why it took some time to silence the alarm, however since then that situation has now all been completly recified.

As you can imagine early morning fire alarms are not normally part of our TLC experience that we strive to deliver and we hope that we are able to welcome you back soon to show you the proper TLC service that we like to give.

Kind regards,

Team TLC x

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Reviewed July 15, 2013

Really was very surprised in the nicest possible way that the "Lazy Cow" was so wonderful.

Room 3 had a huge double bed. a log like decor similiar to a Cow shed very pleasant but oh so warm .

Room and bathroom high quality all the way.

Drinks were fabulous we did not eat as we had a 2 picnic over wk end which was more than ample,

The foods that came out of kitchen looked and smelled wonderful.

As said location is excellent.

Room Tip: Room was fine but oh so hot. Was on the street but not that busy although we had windows wide open...
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  • Stayed: July 2013, traveled as a couple
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Thank hapione
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TLCSalisbury, Manager at The Chapter House, responded to this reviewResponded August 5, 2013

We are delighted that you enjoyed your stay with us at The Lazy Cow and that we were able to make your weekend away a good one.

We do apologise about the lack of air conditioning in the building, which is due to the age of the building as we have certain restrictions that prevent us from fitting any air con units. However we feel this is a minor drawback as the age of the building adds to the massive amounts of character and wonderful atmosphere that our guests enjoy whilst staying with us.

We are glad that the lack of air con didn't tarnish your stay too much and hope to welcome you back soon so that you are able to try some of our great food that you missed out on last time.

Warm regards,

Team TLC x

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Reviewed July 13, 2013

The town was obviously assembled around this old hotel. The place is so old it's ridiculous.
Staffed by real human beings that behave as though you are also a human being. Marriott take note. Served a breakfast which was absolutely fabulous. The reservation was made through a third party at a b&b, and a discrepancy arose .........problem immediately taken care of.....
The hotel was quirky and each room had individual style. You could tell that someone took an interest init. The rooms were large and comfortable. i would have to say all things considered this was very likely one of the best hotel experiences ever.
The staff were friendly and helpful.....A place to remember. Do mind your head!

Room Tip: If you plan on coming back to the hotel drunk, get something on the ground floor. The stairs are won...
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  • Stayed: June 2013, traveled with family
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Thank b p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Chapter House

Address: 9-13 St. Johns Street, Salisbury SP1 2SB, England (Formerly The Lazy Cow)
Phone Number:
Location: United Kingdom > England > Wiltshire > Salisbury
Amenities:
Bar / Lounge Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Suites
Hotel Style:
Ranked #6 of 59 B&Bs / Inns in Salisbury
Price Range: $111 - $177 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — The Chapter House 4*
Number of rooms: 17
Official Description (provided by the hotel):
The family-run Chapter House is situated in the heart of picturesque Salisbury. This 16th century boutique hotel boasts 17 en-suite rooms, with the executive range of rooms featuring unique standalone charms, from wooden wall-panelling to original stone fireplaces to freestanding baths. All rooms offer fluffy down duvets, Egyptian cotton linen, designer toiletries and flat screen TVs. The bustling gastro pub is renowned for its outstanding grills, serving a range of real ales and lagers on tap, as well as a quality international wines and spirits. Traditional roasts are served on Sundays. Free Wi-Fi is available throughout The Chapter House. The perfect base when visiting Wiltshire's historic sites, The Chapter House is also an ideal stop over en route to the coast or as a home-from-home option when on a business trip. ... more   less 
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Also Known As:
The Lazy Cow Hotel Salisbury

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