Last week we had a sudden and very distressing family emergency so we tried to contact Coast & Country Hotels to re-arrange our forthcoming weekend break at the Derwentwater to another time .. in October perhaps. Not an unreasonable request one would have thought.
And all day we tried to make contact with the Coast & Country booking line and just couldn't get them to answer. Coast and Country are part of the Shearings group which own the Derwentwater. So in the evening we rang the hotel in desperation and the male receptionist told us that he couldn't do anything about it and that we must do it through Coast and Country. We tried to tell him that we had been trying all day .................. but he wasn't prepared to listen and just put the phone down. At a time of much worry and concern we could have done without this.
Eventually in response to a message we left on their out of hours voicemail we received a curt message from Coast and Country informing us that our booking could not be transferred to another date and has been cancelled and that we have forfeited the entire cost which we had paid in advance ... £290.
It would appear that the hotel manager is never available as he spends all his time crouched over his PC in the back office responding defensively to critical reviews from disappointed and sometimes angry clients who have paid good money for third rate service from a third rate company. In the absence of the manager, the hotel appears to be run by a male receptionist who specialises in arrogant disregard for the public and allies this to abusive behaviour .. obviously an honours graduate from the Shearings training academy .. their very own charm school.
Looking on the bright side to all this .. there are so many bad reviews that it may be a blessing in disguise not to stay there.
Earlier in the year there were reports that Shearings which started off as a small bus company was up for sale but it would appear there were no buyers .. and one doesn't have to look far to wonder why. It needs to be acquired by a reputable company which is prepared to spend time and money in restoring the portfolio of hotels to their former pre-Shearings status. And there needs to be a mission to recruit quality staff with a mission statement of customer attentiveness.
All in all a dreadful experience .. and we never actually got to booking in!
- Official Description (provided by the hotel):
- Take in the serenity of our grounds, and you’ll find pastures teeming with wildlife. Gaze across Derwentwater and you’ll find majestic fells, shrouded in time and mystery. Within the hotel, you’ll find an excellent standard of service, and all the facilities you’d expect from a Coast & Country venue. You’ll find an intimate, relaxed feel throughout, and a warm, friendly service at all times. ... more less
- Reservation Options:
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- Also Known As:
- The Derwentwater Hotel Keswick/Portinscale, Cumbria