Positive - pool, steam room etc nice.
Negative - spa unable to give certain treatments due to stock shortage, management organisation required. Sound proofing - it is a very noisy hotel and any noise from surrounding rooms will disturb your sleep.
Major issue - I went to the bar to take a bottle of wine to the room, 1. was overcharged by £2 by the staff, I understand room service is always more expensive but not when you carry it yourself. 2. The wine was off, no debate, no doubt. We had a couple of mouthfulls each at the end of the evening and my husband who instantly picks up on such things spent most of our night away without our 4 children on the toilet. Mistakes happen, however when we mentioned it at reception the lady phoned the manageress - her response was just knock it off the bill with no appearance to see us to apologise or discuss it with us. No apology was given for either the off wine or bar staff overcharging us. She did come to reception due to another clients issue re overcharging and told us she was unaware our complaint was important. A client being ill all all night due to a problem at the hotel is to me important.She told us the wine was their best seller and was quality wine, we are not wine novices and she certainly didnt offer to try it herself. The manageress treated us like we were ignorant and was basically just rude.The customer service was terrible and we intend to lodge a formal complaint to the management of the hotel chain. The hotel is in a pleasant location etc but staff training is absolutely essential.Despite having paid for breakfast neither of us felt comfortable eating / drinking there so left and went elsewhere.
Average - food in Sandeman's bar, chips re cooked, gammon well over done, chive mayonnaise without a chive in sight.
Overall - never again and would never recommend the hotel and until the Management learn how to be polite to their customers and offer them satisfaction I struggle to see how it will continue to be successful. On a positive note for them they do seem to be a hotel used by an oriental tour company so whilst that continues they will have some business.
- Official Description (provided by the hotel):
- From the balconied Reception Lounge, to the open fire you instinctively know that Lancaster House is a place to savour the good things in life, such as excellent cuisine from The Foodworks Restaurant, or a drink in the courtyard of The Sandeman's Bar. This relaxed elegance is also reflected in each of the 99 rooms. ... more less
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- Also Known As:
- Lancaster House Hotel Lancaster
- Lancaster Hotel