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“Manager is a disgusting man” 1 of 5 bubbles
Review of Richmond Gate Hotel

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Richmond Gate Hotel
Certificate of Excellence
Plymouth, United Kingdom
Level Contributor
10 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“Manager is a disgusting man”
1 of 5 bubbles Reviewed May 26, 2013 via mobile

Stayed here after my sisters wedding and was a great location. However on arrival, the man on reception was extremely rude and upset the bride and the bride of another party for being so vile. Both ended in tears. He spoke minimally... Not even a hello or welcome and then no thank you or have a nice stay. Then once traipsing up to our room (which he didnt help/tell us where it was) he hadnt even activated or room key. So went back downstairs and was greeted by a much friendlier boy and complained about the mans rudeness and incompetence earlier and the rude man was the manager!!! You have to see it to believe how poor his customer service was. NASIR NEEDS TO BE SACKED. Very disappointed. Rooms were ok but defo not a "5 star" or even 2 star service. I've had better service in the Travelodge which is a budget hotel! Very very disappointed along with many other guests.

  • Stayed May 2013
    • 1 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
2 Thank Rosie W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AndrewLee191301, General Manager at Richmond Gate Hotel, responded to this review, June 5, 2013
Please accept my sincere apologies that you did not have an enjoyable stay and the check in process was extremely poor. I am conducting an investigation into the service you experienced and will take the necessary action to ensure immediate improvement is made.
Regards
Andrew Lee
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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940 reviews from our community

Traveler rating
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (199)
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English first
London
Level Contributor
11 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
3 of 5 bubbles Reviewed May 21, 2013

Being asked to pay for parking my car at the hotel having spent one night there felt a bit much and has put us off returning to this hotel. Breakfast cut off time 9.30am, very slow 'free' Internet and fire alarms going off at 8.30am. Perhaps a test? we were never informed. Brilliant location on Richmond Hill but hotel could be better.

  • Stayed May 2013
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Jonathan22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AndrewLee191301, General Manager at Richmond Gate Hotel, responded to this review, May 27, 2013
Thank you for writing a review and please accept my apologies that the fire alarm activated at 8.30am and that this disturbed you. The fire alarm is there for guest safety and when the alarm is activated the hotel team will immediately investigate and either evacuate the hotel or if a false alarm reset the system. Breakfast is served 6.30am-9.30am Monday to Friday and 8am-10am Saturday and Sunday. There is a car parking charge of £5 per 24 hours that I believe is very reasonable compared to charges that apply in public car parks in Richmond. I was pleased that you enjoyed the location of the hotel and hope that you will stay with us again in the future.

Regards

Andrew Lee
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Woodinville, Washington
Level Contributor
25 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
3 of 5 bubbles Reviewed May 19, 2013

I want to thank the general manager Andrew Lee who helped me when I was there with an early checkout that came about due to being on business. I stood to lose a lot of money due to my sudden change in plans and he made it all better. This happened on May 15th and I am very appreciative of his "can do" approach and putting up with me who was not in the best of humor. Andy thank you for going above and beyond when you didn't necessarily have to.

  • Stayed May 2013, traveled on business
    • 1 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Kowen12202
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AndrewLee191301, General Manager at Richmond Gate Hotel, responded to this review, May 27, 2013
Thank you for writing a review and I am pleased that I was able to help you. All guests please be aware that an advanced purchased rate is non-refundable as it is a discounted rate. If your plans/dates may change please book a fully flexible rate that allows you to cancel up to 2pm on the day without charge.

Regards

Andrew Lee
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Portsmouth, United Kingdom
Level Contributor
121 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
4 of 5 bubbles Reviewed May 18, 2013

Just stayed here for one night but well worth booking. As others have stated there is no lift but they will assist with luggage if you are staying on the higher floors. I stayed on the first floor in a large room with a dual aspect and very modern bathroom. Very comfortable and the staff were excellent. Parking is plentiful.

  • Stayed May 2013, traveled on business
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Serviceisessential
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AndrewLee191301, General Manager at Richmond Gate Hotel, responded to this review, May 27, 2013
Thank you for writing a review and I was very pleased to read that you had an enjoyable stay at the hotel. As you state we do not have a lift due to the building being “listed”, but we are always happy to assist with luggage to and from bedrooms. I hope that you will choose to stay with us again on your next visit to Richmond.
Regards

Andrew Lee
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed May 6, 2013

We were staying on business and were sadly let down badly by the hotel next door. This hotels staff and management came to our aid - did not overcharge us and then looked after us beautifully. The hotel has fabulous views and the rooms are really fresh but traditional. Courteous helpful staff helped with everything - cabs, food, advice and nothing was too much trouble. Great location - thanks very much

  • Stayed May 2013, traveled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Ribstuesday
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AndrewLee191301, General Manager at Richmond Gate Hotel, responded to this review, May 27, 2013
Thank you for writing a review and I was very pleased to read that you had an enjoyable stay at the hotel and that the “team” looked after you well. I hope that you will choose to stay with us again on your next visit to Richmond.
Regards

Andrew Lee
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kent
Level Contributor
109 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
5 of 5 bubbles Reviewed May 3, 2013

A perfect high-tea for two at the Richmond Gate Hotel, just across the road from Richmond Deer park. Smoked salmon sandwiches, scones with clotted cream, gateaux with fresh strawberries - a perfect way to end a day at Kew Gardens - NB if you have a package deal of Kew plus tea at this hotel beware, the Richmond Gate is two-bus-rides away from Kew, and you must go the the hotel first to collect your entry tickets for the gardens - it's all perfectly do-able, but add 1 hour each way to travel from the hotel to Kew and back again.

  • Stayed May 2013, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank BigG1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AndrewLee191301, General Manager at Richmond Gate Hotel, responded to this review, May 27, 2013
Thank you for writing a review and I was very pleased to read that you had an enjoyable afternoon tea experience. The hotel is located approximately 2 miles from Kew Garden entrance and you do need to either drive or take the bus to the hotel after visiting the gardens. Please request your Kew Garden entrance tickets to be posted to you in advance and then you can go straight to Kew Gardens first before arriving at the hotel for afternoon tea.

Regards

Andrew Lee
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 Contributor
138 reviews
44 hotel reviews
common_n_hotel_reviews_1bd8 89 helpful votes
4 of 5 bubbles Reviewed May 3, 2013

This hotel is in many ways simple and unpretentious. Really nice and friendly staff. We felt instantly and genuinely welcome. It is not outstanding but there is nothing poor and for the money it represents good value. Our room was not huge but it was fine and comfortable. Everything worked and was in good order. We would definitely go back.

  • Stayed April 2013, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Jewellsverne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AndrewLee191301, General Manager at Richmond Gate Hotel, responded to this review, May 27, 2013
Thank you for writing a review and I was pleased to read that you had an enjoyable stay. The hotel has standard, feature, poster and junior suite bedrooms. The feature, poster and junior suite bedrooms are larger and I would recommend guests to book these rooms if you require additional space. I look forward to welcoming you back to the hotel in the future.
Regards

Andrew Lee
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Richmond Gate Hotel

Property: Richmond Gate Hotel
Address: 152-158 Richmond Hill, Richmond-upon-Thames TW10 6RP, England
Phone Number:
Location: United Kingdom > England > Greater London > Richmond-upon-Thames
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
Ranked #4 of 12 Hotels in Richmond-upon-Thames
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Richmond Gate Hotel 4*
Number of rooms: 68
Official Description (provided by the hotel):
The four star Richmond Gate Hotel is an elegant eighteenth century building situated at the top of Richmond Hill. Located in Surrey just 7 miles from London's West End and within easy distance from London Heathrow Airport. Richmond Gate is ideally located for visiting the attractions of West London and Surrey, including Twickenham Rugby Ground, Wimbledon Tennis, the new Wembley Stadium, Kew Gardens and Hampton Court Palace. ... more   less 
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