Hotel was very understaffed, we stayed 2 nights in September 2017 Rooms were dirty, pool changing rooms smelt of urine, breakfast was a shambles, bar area full of dirty plates and glasses. Very disappointing experience More
- Free Wifi
- Free Parking
Hotel was very understaffed, we stayed 2 nights in September 2017 Rooms were dirty, pool changing rooms smelt of urine, breakfast was a shambles, bar area full of dirty plates and glasses. Very disappointing experience MoreShow less
I am sorry that your stay with us was not to the standard I would expect our guests to receive. Thank you for sharing your feedback and allowing me the opportunity to review with my team.
Stayed here for 3 nights, hotel check in is lovely with a welcome warm cookie waiting for you. We were part of a coach tour, on first impressions the room was lovely and spacious with everything provided for my stay. This hotel is located just off the motorway so is in a convenient position. Staff were very friendly and will do anything to help. On the first night food service was a little slow but this improved on the 2nd and 3rd night with free drinks provided. Food was hot and very filling as was breakfast. Would not hesitate to stay again.
Thank you for your review, it was great to read you enjoyed your 3 days with us and the room was comfortable. I am sorry service on the first night was not quite right, however it is great that this was rectified for your next 2 nights and you were able to enjoy your dining experience.
Stayed here for two nights with a coach trip. We were greeted by a young man off reception who pointed us in the right direction to our rooms. The rooms were clean with
2 very large single beds unlike other reviews the bed was very comfortable. Very good toiletries in the bathroom. Only problem with the room was the heating which we couldn't change. The first night we had food in the bar area which was very good. The next day we had breakfast and dinner in the restaurant the food at both was excellent lots of choice.
The staff were amazing nothing was too much trouble. Would definitely stay here again.
Dear S W,
I am pleased that you enjoyed your stay with us and would like to thank you for sharing your feedback with us.
I can honestly say this is the worst Hilton I have ever stayed in! There is a reason they do not ask about your stay when you. Check out!
Understaffed, undertrained and lacking any experienced direction whatsoever. Disappointing.
The rooms are VERY overpriced! As a frequent business traveller I stay in quite a lot of hotels (Hilton included) and this place is just ridiculously priced for what it is.
Reception staff quite honestly do not come across as if they want to be there (I don't blame them) we checked in online for our Friday evening arrival, so we collected our key upon arrival and worked out (without any prompt) how do log in for the paid parking. The receptionist, on reflection, was actually quite rude and just stood at the other end of reception without so much as a greeting.
We booked a queen deluxe room with late check out for our weekend break for it's location to the racecourse. There really isn't anything deluxe about the room! Unless a free kit Kat and packet of mini cheddars is what constitutes deluxe!?
There was only one robe and slippers in the room, we booked a room with these included to use the spa facilities during our weekend stay. We didn't end up using the pool.
The bed wasn't particularly big, and was very uncomfortable, actual back pain from sleeping on it. The shower was fine and they do provide some toiletries, tea / coffee making facilitates, iron, hairdryer and a safe.
There wasn't a 'do not disturb' sign for the door and the cleaners don't wait for much of a response before entering the room!
The restaurant...Absolute disaster zone! We were seated and given the limited restaurant menu only, we later discovered the bar menu (with more choice) was also available, but we were not given the option, nor were we offered a drink of offered a drinks menu. Some time later, we ordered. The food was ok, looks better than it tastes and I think they should focus more on the eating experience than appearing to be fine dining, which it is not. We ordered and finished our meals but the drinks we ordered (at the same time as our meal) still hadn't arrived, we did ask about our drinks when we finally found someone to ask, they said they would chase them but they never arrived. Eventually, I walked to the bar and asked for the drinks, apparently they hadn't even received the order, most other tables by this point had also taken to walking to the bar to get their own drinks.
At breakfast, the one (of 2) coffee machines that worked had crazy long queues to provide the most vile coffee, they run out of cups and glasses everyday, again we ate without a drink the second morning due to no glasses, no water and elusive staff.
Both the restaurant and the bar were so understaffed and clearly lacking appropriate training, something the management really need to address!!!
We didn't use our late check out, could hardly wait to leave to be honest. Checkout seemed to be an inconvenience for reception, not surprisingly we were not asked how our stay was, not surprisingly we will not be returning.
Please accept my sincere apologies for the issues that you experienced during your recent stay with us. It is always disappointing to read that a guests stay was not to the standard we strive to provide and I am very sorry that we let you down on this occasion.
Thank you for sharing this with us in the detail you have as we will utilise this with our team and ensure that we learn from your comments and work to improve.
The location is excellent and the rooms well soundproofed so the road noise is minimal. The dinner buffet was excellent with a good choice. We found the bed rather hard and the pillows unsupportive but the shower was lovely. We were billed incorrectly and two emails later I'm still waiting for a reply.
Thank you for taking the time to share your comments with us, I was pleased to read you enjoyed your stay with us.
I am sorry there was an issue with your bill, if this has still not been resolved please email me at firstname.lastname@example.org and I will look into this straight away for you.
Stayed for one night last Saturday - staff were friendly and very helpful - beds should be much larger these days and the mattress in our room had absolutely had it [springs totally gone] making the night a difficult night with little sleep - told reception and they said they would report it and hopefully they will correct this
Dear Keith L,
Thank you for letting us know your bed was not as comfortable as it should have been. We are currently reviewing our double and king beds and will be replacing a percentage of these by the end of this year.
I trust the rest of your stay was enjoyable and hope we are able to welcome you back in the future.