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“Would not recommend!! Customer service shockingly bad!”

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The New County Hotel
Ranked #20 of 21 Hotels in Gloucester
Reviewed October 17, 2011

We booked this hotel for an evening wedding reception. We were initially impressed with how the hotel looked and with the helpfulness of the staff, although each time we visited the reception desk was never attended and we often waited over 5 minutes to find a member of staff. We'd discussed with the Hotel Manager our requirements and found her to be very helpful and she offered us a fabulous rate with a free double room included. Sadly not long after this a member of staff at the hotel informed us she had been sacked! Not very professional to divulge that much information to a customer! When we checked in on the day of our wedding reception there was no room booked for us! They had to relocate two other sets of guests to enable us to have the room we were promised. The room was very basic but was very clean and confortable although there wasn't a mirror other than the one in the bathroom and no chair for the dressing table. The only way to dry hair was to plug the hairdryer in outside the bathroom and then stand in the bathroom to see in the mirror! Not safe with an electrical appliance! The view from the window was terrible and you could see directly into neighbouring rooms - no net curtains or frosted glass for privacy. Rooms at the back of the hotel have an awful outlook and at the front it is very noisy as the windows are single glazed and the hotel is in the middle of town. We found dirty bedlinen piled high at the top of the stairs when we checked in and it was still there the following day! The corridors are very long, narrow and there is no lift and no offer of help from the staff with luggage or to show you to your room - it is a rabbit warren! There was no useful information in the room nor a telephone number for reception provided. If you wanted room service you had to go down to reception to order it! Although we throughly enjoyed our wedding reception we had rather alot of issues on the night. On the plus side Kelly was a pleasant young lady and Sam was very helpful in helping us set up a projector screen for our wedding photos. The food although lovely was put in the buffet room but we never saw a member of staff from then! Nobody came to check on the food to see what was left and if everything was ok. There were no dessert dishes or cutlery provided so a large fruit salad went completely uneaten. By the time we'd located a member of staff to request it a large amount of our guests had left for the night! My husband and I went in search of staff 4 times to ask for serviettes, dishes, cutlery and also to find out where our wedding cake and cake topper was! Reception was unmanned yet again with a note on it to tell you to go the bar for assistance. There was no knife provided for cutting our cake and when we asked for one we were told they couldn't leave a large sharp knife like that lying around and would not bring us one! We cut our cake rather awkwardly with a cake slice (!) and then had to again go in search of a member of staff to ask them to cut it up and distribute it to the guests. They cut it up and left it on a table near to the bar! No plates provided just paper serviettes. We did not and still do not feel we should have had to keep leaving our party and our guests to locate staff and ask for basic things to be done, which should be part of the service for a function of this type. We found the whole thing to be very stressful and unsatisfactory. We also had grave concerns about the two very young lads who were behind the bar - they struggled to operate the till and a number of our guests believe they were over charged. They were extremly slow to serve people resulting in long queues at the bar and were quite rude and abusive to one or two of our guests, including us! Clearly they were not fully trained and could not cope. We eventually managed to track down the duty manager who refused to listen to our complaints and threw accusations back at us in a very confrontational way. Her manner and lack of help left a very bad impression with us. In the morning we went down to breakfast and heard a couple sat near us send their breakfast back due to it being cold. There was a distinct lack of fruit juice and pastries from our reception the previous night were being served (still on the same tray!) Our cooked breakfast took 20 minutes to arrive and when it did we could not believe our eyes. It was the most pathetic offering ever, was barely warm and certainly was not value for money. We ordered toast but this never arrived. Other guests were experiencing the same issues. By this time we were so angry that we didn't even bother to complain as we were sure we would be met with confrontation and our complaint would be ignored. No apology has been offered and in fact the duty manager has tried to blame us for many of the problems that occurred on that night.

Room Tip: Rooms at the back of the hotel are quieter if there is no function on downstairs.
  • Stayed: October 2011, traveled with family
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6  Thank Alison E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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344 - 350 of 374 reviews

Reviewed October 14, 2011

The location in the centre of town is very convenient for visiting the sights and for shopping, and the hotel has a deal with a car park just around the corner which was useful. Finding it is not easy, as it is situated on a pedestrianised zone with restricted access. The room was comfortable and clean, though I couldn't turn the shower on, and when I had a bath instead the plug could not be removed. The girl on reception came up immediately to look at the problems - the shower had been turned off too firmly so that was okay but the plug had to be removed with a knife! Also I wanted to open the windows but they seemed to be painted shut. The breakfast was good, though I had an evening meal and it was uninspiring. But my main problem was the street noise at night - drunken revelry until 3 in the morning made sleep impossible. It was a Saturday so maybe week nights aren't such a problem.

Room Tip: Rooms at the front are noisy at night (at least at weekends) so ask for a room at the back.
  • Stayed: September 2011, traveled solo
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1  Thank CornwallBracken
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 4, 2011

We made a last minute booking on line and got a good rate. The location is good and the hotel has recently been refurbished. There is no lift, but as we were on the first floor it didn't matter too much - we would not have wanted to carry cases to the higher floors as the stairs and corridors are narrow. Also, there is no car park, but the hotel has an arrangement with a NCP car park 2 minutes walk away. Breakfast on the first morning was fine, but on the second morning it was a disaster. Scrambled egg was served complete with the burned scraping from the bottom of the pan. I sent it back but there was no apology. I was told they had a new chef - that is not a reason to serve inedible food. We had to wait 10 minutes for orange juice to be replenished and they had run out of croissants at 8.30am. We did not have dinner in the hotel so cannot comment on that. The staff we encountered were friendly, but on more than one occasion we had to wait several minutes at reception before anyone appeared..

  • Stayed: October 2011, traveled as a couple
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Thank RobertD123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 17, 2011

Great location, good breakfast and lovely staff. Rooms are clean, but only a 3 star standard. With no lift, it's hard to get lots of luggage up the stairs and along the long narrow corridors to the rooms.
We didn't book on land and negotiated a reasonable tariff at reception. Because the hotel is right in the middle of the action, the overall value is not too bad and we may stay there again.

  • Stayed: August 2011, traveled as a couple
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Thank Macncarole
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 5, 2011

Stayed at this hotel for two nights . The staff was friendly and the room was very clean , the only problem was being at the back of the hotel was quiet until approx 11 o' clock and you could hear them putting all the empty bottles out . First morning was lovely breakfast and the staff was really on the ball , but second morning the staff couldn't keep up with the guests that come for breakfast I heard one lady said she waited 20 mins for her breakfast and it still hadn't come . When we got there , there wasnt any orange juice but a guest was already waiting for it so it didn't take to long to come . But it must have taken the waitress 10 mins to ask if we won't tea or coffee and in the morning everybody needs fluids . But all in all a nice hotel you can tell it's had a revamp

  • Stayed: September 2011
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Thank jeanette3947
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 30, 2011

Booked here for a couple of nights but ended up leaving for the travelodge down the road. Rude staff, especially management after i asked to speak with them direct. Room was not clean and over priced. Bad atmosphere in bar and not welcoming. Luckily the travelodge had rooms and made up for the sham of our terrible stay at the new county.

  • Stayed: July 2011
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2  Thank Hainesreview
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
aileenmcd, Manager at The New County Hotel, responded to this reviewResponded September 7, 2011

i would like this review to be removed from our listing, as is not a representaion of our hotel. as this was written by a discruntled ex employee who wishes to cause trouble to our company.
if you could get to me with your response please asap, as there is also an issue with some of the pictures that are on ourwebsite which shows the old old hotel. and is not a representation of the hotel now as we have undertaken a extensive remodel and would liek these pictures removed please

Many Thanks

Sam Devlin Duty Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 21, 2011

Recently stayed in a family room at the New County and we all enjoyed it. Staff were very helpful and friendly and the breakfast was great. If I was in Gloucester again I would definately stay again. Please though sort the plumbing out as everything else is great.

  • Stayed: August 2011, traveled with family
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Thank MHJLeics
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The New County Hotel

Address: 44 Southgate Street, Gloucester GL1 2DR, England
Location: United Kingdom > England > Cotswolds > Gloucester
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Restaurant Room Service
Hotel Style:
Ranked #20 of 21 Hotels in Gloucester
Price Range: $41 - $115 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — The New County Hotel 3*
Number of rooms: 39
Official Description (provided by the hotel):
The New County hotel is a traditional building, that has been refurbished to a high standard modern interior. It is situated in the heart of Gloucester City, easily reached by the M5 and rail station is only 5 minutes away from the hotel. Relax in our chic restaurant offering modern cuisine, using fresh local produce. Celebrate in style in our magnificent ballroom. Do business in our conference & banqueting suites. Enjoy the quality experience. ... more   less 
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Also Known As:
Gloucester Best Western
New County Hotel Gloucester

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