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“Afternoon tea was lovely - Thomas the Manager saved the day!”

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Richmond Hill Hotel
Certificate of Excellence
florida
Level 6 Contributor
136 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 83 helpful votes
“Afternoon tea was lovely - Thomas the Manager saved the day!”
Reviewed February 4, 2013

It got off to a rocky start - after making an online reservation (including some special instructions about allergies etc.) in the morning, we arrived there at 3 pm to celebrate my dad's 80th birthday with a scrumptious afternoon tea. Unfortunately Thomas, the Manager, when I gave him our name and said we had a reservation, looked surprised - he had no inkling of any reservation. I showed it to him on the printout, and asked him who the person was mentioned (along with an email address) as part of the confirmation - he said that person had left a long, long time ago - so I was naturally very disappointed, and somewhat distressed because I had taken the time to make a reservation and send all instructions ahead of time and there was absolutely no record of the reservation. Anyway, Thomas, who was absolutely delightful and most apologetic, told me not to worry - he would take care of everything. The place was empty so we were able to sit anywhere and at first, we thought the lack of guests made it somewhat bleak, but the more we got into the tea - the more we really were delighted that we were the only ones there - we could be a bit louder than we wanted and it was like we were VIP's - the way we were treated - we had the whole place to ourselves and we absolutely LOVED it! Thomas was wonderful - to make up for the misunderstanding and lack of reservation, he treated us each to a glass of champagne, which definitely cheered us up. Then the tea was brought, along with lovely little warm scones, clotted cream, jam, sandwiches (one person in our party of four is allergic to butter and seafood - so he'd had special sandwiches made on the side to cater for her diet - and she was very happy) - little cakes, cup cakes etc., - absolutely EXCELLENT. Thomas and the other person waiting on us were superb - they could not have treated us more like we were VIP's - they were attentive, the tea itself was excellent - and we had the most wonderful time. It's not superposh and uptight like a lot of places (like various 5* hotels in London) - it's also not a 5* hotel, it's only 4* so there isn't the grandiose setting, with marble and chandeliers - it's much more simple, but still very nice - and we enjoyed it MUCH more than we thought we would after we had initially arrived. At the end of the tea, we were taking photos and posing and having a great time - we wouldn't have done that if there had been other people there - we were laughing and not trying to be quiet - it was really great fun. One of the best afternoon teas we've had - largely thanks to Thomas - and we decided that any time we want to have an afternoon tea, THAT'S where we will head. Thank you Thomas!

  • Stayed January 2013, traveled with family
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
2 Thank chewedpup
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ManagerRichmond, General Manager at Richmond Hill Hotel, responded to this review, March 11, 2013
Dear Guest

Thank you so much for your wonderful review of the Afternoon Tea taken at the Hotel. Firstly may I apologise for the initial misunderstanding with your booking, I am delighted that Thomas was able to accommodate you quickly. He is a wonderful asset to the Hotel and was delighted with his mention on Trip Advisor.

We were all very pleased with how much you also enjoyed the tea itself. We re- launched Afternoon tea at Richmond Hill Hotel last March and have focused heavily of the quality of all elements, the sandwiches, bread and filling and the array of cakes on offer...not forgetting the all-important scones! The kitchen team will be delighted to know it was so well received.

Thank you for taking the time to write such a lovely review, we would have loved to see the photos.

Kind regards

Diane

Diane Tapner-Evans
General Manager
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Rating summary
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  • Sleep Quality
  • Rooms
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  • Value
  • Cleanliness
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Sidcup, United Kingdom
Level 2 Contributor
9 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed January 28, 2013

My boyfriend and I stayed here for what turned out to be a very memorable weekend as he proposed whilst we were there, he had booked a suite which was lovely. We are lucky that we often go away for little mini breaks which has maybe made us a little bit picky but at nearly £500 for an overnight stay with dinner and afternoon tea this hotel is very overpriced.

Here are a few of the things that disappointed me, no free wi-fi, buffet breakfast rather than table service, no fresh milk in the fridge in the suite, one pack of biscuits on the tea tray, the up-lighters in the hallways were full of dead flies, the phone in our room didn't work (thou it was replaced very quickly), we had to ask for extra tea in the afternoon and the breakfast staff were rushed off their feet which meant we had to ask on numerous occasions to get a hot drink. The staff were a very mixed bunch some were excellent others not so.

None of these things on their own were a major deal but overall left an impression of could do better. Some of the hotel has been refurbished and I came away with the impression that the owners wanted to squeeze every last penny out of their guests and staff to pay for the rest.

  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Sidcuptraveller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ManagerRichmond, General Manager at Richmond Hill Hotel, responded to this review, March 11, 2013
Dear Guest,

I was terribly disappointed to read your review of your time at the hotel, especially for such a wonderful moment. I feel the service experienced at the Hotel is not indicative of our usual standards.

Your constructive feedback about elements of your stay is very helpful to us in addressing the issues identified. The cleanliness of the hotel is something we are very focused on so I was disappointed to read about the corridor lights, something I have since reviewed with the housekeeping team, to prevent a reoccurrence.

We do only offer a buffet style breakfast; alternatively cooked breakfast can be delivered to your room. We offer a very large selection of food on the hot and cold buffet and allow a relaxed style service over breakfast. I am sorry that this resulted in disappointment for you.

Please contact me at the hotel and I would be happy to discuss your experience, and restore your faith in the service we provide at the Hotel.

Kind regards

Diane

Diane Tapner-Evans
General manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level 4 Contributor
30 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed January 27, 2013

Great location near Richmond park and a short walk away from the centre of town. We stayed in a standard double room (£99), which was absolutely tiny for the price! Clean and warm though. We decided not to have breakfast at the hotel as for £12 each, we suspected it would be quite overpriced! We walked down the road to a lovely cafe and had a stunning breakfast for half the price. Staff at the hotel were friendly and very understanding about us checking out of our room late. Perfectly pleasant hotel. If we'd had more time and been able to go to the spa / pool / gym, it might have been more value for money.

  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jo9876
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ManagerRichmond, General Manager at Richmond Hill Hotel, responded to this review, March 11, 2013
Dear Jo

Thank you for your review of the Hotel, I am glad to read you enjoyed your time in Richmond. The Hotel does have a variety of rooms, I am glad you found your room comfortable even if a little small.

The £12 for breakfast may appear expensive, but as reviewers testify, there is a plentiful selection of cold and hot food offered, with unlimited servings of tea, coffee and fresh orange juice.

I do hope you return to the Hotel, when you will be able to use the full extent of the facilites on offer and perhaps even try the breakfast!

Kind regards

Diane

Diane Tapner-Evans
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Leicester, United Kingdom
Level 3 Contributor
18 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed January 25, 2013

This was our 3rd stay at this hotel and it's always been good.
The room is comfortable and although you need to ask for a fridge (I'm diabetic and need to keep insulin cool) and the phone didn't work, both were sorted out without fuss. The staff has always been friendly and helpful. The breakfast is excellent. The situation of the hotel couldn't be better for us, a short walk from the railway station for London, a few steps away from the park gate or down the hill to the river. We used to stay in the West end whenever we wanted a couple of days in London but now always stay here. It's comfortable and much cheaper.

Room Tip: Book the superior rooms, they don't cost much more that the standard rooms but are much more com...
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  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank davidswiss1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ManagerRichmond, General Manager at Richmond Hill Hotel, responded to this review, March 11, 2013
Dear David,

Thank you for your review of your stay at the Hotel, I will try and amend your guest history to ensure we have a fridge in your room ready for your next stay with us. Some of our rooms do have fridges, but as you state this is not always the case, something we will address in the next phase of refurbishments.

I am delighted to read how you enjoy the location of the hotel; I think we have an enviable position which brings new delights with each season.

We look forward to welcoming you both back when next visiting London,

Kind regards

Diane

Diane Tapner-Evans
General manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bonn, Germany
Level 3 Contributor
10 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed January 25, 2013 via mobile

Stayed there 2 nights when stranded in London last Sunday, due to bad weather missed onward flight. Having lived in the area for a while i rather wanted to stay here than in any of the impersoal airport hotels... which were fully booked anyhow.
I got an ok superior room for decent price, most importantly with very comfortable bed so i slept very well.
Staff were very friendly and helpful, restaurant and bar area ok. Like the location with fantastic views and short little walk down into Richmond.
Would anytime come again !!

Stayed January 2013, traveled on business
Helpful?
1 Thank witale
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ManagerRichmond, General Manager at Richmond Hill Hotel, responded to this review, March 11, 2013
Dear Guest

Thank you for your review of your stay with us, I am delighted you choose Richmond Hill Hotel due to our location and character. We have invested in a really good sleep experience at the Hotel and I am delighted it was well received during your stay.

We do hope you return to Richmond under more leisurely circumstances,

kind regards

Diane

Diane Tapner-Evans
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Santiago de Compostela, Spain
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed January 23, 2013

Whenever we visit London we prefer to stay out in Richmond at the Richmond Hill Hotel, an elegant hotel with a pleasant lounge area, bar, and breakfast room, clean, spacious rooms, excellent service and a fantastic health club. Central London is only 15-20 minutes away by tube or train and Richmond itself provides a relaxing haven after a busy day in London. There are good shops and restaurants, lots of places to visit, and fantastic walks along the river or through Richmond deer park (which is just along the road from the hotel). It gives us the best of both worlds: a breath of rural England in the heart of London!

  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank MANGO602
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ManagerRichmond, General Manager at Richmond Hill Hotel, responded to this review, March 11, 2013
Dear Hitch

Thank you for your review of your time at Richmond Hill Hotel. I could not agree more with your comment about getting the best of rural England whilst actually being in London. It is wonderful to read how you also appreciate what a fantastic location the Hotel is situated in.

We look forward to welcoming you back to the Hotel in the future.

Kind regards

Diane

Diane Tapner-Evans
General manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, Singapore
Level 4 Contributor
37 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed January 22, 2013

Stayed here again after vowing not to return,after having a stay with no hot water. We only returned after we were promised a better stay next time and a free night. Will not make the same mistake again and did not get the free night anyway!

The rooms are basic, travel lodge standard which would be fine except you are paying alot more. Our toilet seat was broken and on the floor when we arrived. No-one fixed it the whole week we were there. The room was cramped with little room to even fit our suitcases in and walk round the bed.

Wi-fi is free for 1 hour in the bar - however this rarely worked. Otherwise you have to pay for wi-fi at a ridiculous rate either per hour or day and that wasn't problem free either.
Parking is an extra 5.00 per day....
Breakfast is ok, but again expensive per day...
Service was good one minute, bordering on rude the next...

  • Stayed October 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank hitch78
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Richmond Hill Hotel

Property: Richmond Hill Hotel
Address: 144-150 Richmond Hill, Richmond-upon-Thames TW10 6RW, England
Location: United Kingdom > England > Greater London > Richmond-upon-Thames
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Luxury Hotel in Richmond-upon-Thames
#5 Family Hotel in Richmond-upon-Thames
#7 Romantic Hotel in Richmond-upon-Thames
#7 Business Hotel in Richmond-upon-Thames
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Richmond Hill Hotel 4*
Number of rooms: 149
Official Description (provided by the hotel):
Located in the charming town of Richmond, Surrey, and only seven miles from Central London, London’s West End and Heathrow Airport, Richmond Hill Hotel is a 4 star hotel that features accommodation, restaurant, meeting and event rooms and a fabulous leisure centre. The hotel is near Richmond Station which is on the District line and only 7 miles from Heathrow airport ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Hotels.com, Booking.com, Expedia, Orbitz, Priceline, TripOnline SA, Travelocity, Cancelon, Hotwire, Cheap Tickets and Agoda so you can book your Richmond Hill Hotel reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Richmond Hill Hotel Richmond

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