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.
- 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