We have just returned from a two night Groupon stay at this hotel.Upon arrival it was clear that the pictures we had seen did not exactly mirror the exterior now.However, we were greeted by a very friendly chap on reception who explained that the hotel was undergoing refurbishment and our room had only been finished the day before so he would welcome some feedback.We were given the key and entered into an ice box of a room with a very small fan heater , which was already on.Tried to turn on the radiator without success.Checked out the bathroom and found a wet floor- felt the radiator and it was clear that it was leaking.Needless to say we returned to reception and explained that there were minor things such as bins,and tissues missing but disturbingly there was a leak in the bathroom and the radiator in the bedroom did not work. Both of which we felt must have been known, or should have been.We were told that he would check it out and asked if we could please wait.In the meantime we had a sandwich and soup which was very nice but slow in coming as the receptionist also had to check out the room,as well as wait on us.We were also told chef checked out the room as well which could explain the 20 minute delay from order to arrival of the food!
We were then offered another fan in the room which we were told would warm it up as maintenance could not be called on a Friday afternoon, or, he could try and find us another room! We opted for another room needless to say -( an offer of a complimentary drink for our trouble might have helped) but was not forthcoming.The new room was clean, tidy and I must say far more cosier than the original room,However, the key to the room could not be found so after the housekeeper had let us in we had her key for the duration of our stay.
We did eat in the restaurant that night and chose options from a limited menu.I ordered the lamb steak which had a trickle of mint sauce and nothing else so I had to request some gravy or the meal would have been too bland.My husbands cod he said he enjoyed, I could not see his plate as the table was incredibly small so the wine bucket took up most space and obscured the view. We also asked for a wine list to be told that there was not one as suppliers had changed that very day. We asked for a Rose which was actually very nice but were also not advised of the price.We ordered the cheese board which was ample for two with enough cheese and crackers so lessons have been learnt from previous reviews.
Breakfast - oh dear what chaos ensued.Staff are indeed friendly but cannot remember what has been requested and do not think or plan ahead.Tea and Coffee pots were not automatically replenished, so there was a gaggle of guests either requesting or pacing for their beverages blocking access to the croissants,cereals, and juices for everyone else. We must say this whole episode was not relaxing and although adequate when it arrived we do not think that we would have paid the £8.00 asking price for non-residents.
Evening meal on our second night started off better in that we had a larger table so we could eat without disturbing utensils and each other.Still no wine list ,we said that was fine because we liked last evenings Rose so we were quite happy to have that again.Alas, this was not available as we were told that the supplier had changed that morning(again)?
We asked for bread rolls which were forgotten and we had to remind staff as the starter had already arrived. Steak and duck were fine, french mustard was requested but did not arrive until half of the steak had been eaten and to be honest we decided we would accept the english mustard which had arrived as we could not wait any longer. Unfortunately hair found in dessert which was returned, did not try another as rather put off!
Breakfast was actually taken in the bar due to slow clearance of tables,in the restaurant and again we had to wait and had to prompt for toast twice.Indeed when breakfast arrived we were asked if we wanted sauces or anything else and I requested tomato sauce to which the reply was"It is in the room next door on the breakfast table", which did not resonate well with me.My husband actually went and retrieved the sauce!
Throughout the duration of our stay the change in room caused much confusion.On one occasion we were asked what time we wanted to eat that evening? and we said 8.00pm as we had originally booked this time to which the gentleman said we cannot do 8.00 how about 7.45 or 8.15? No problem for us. After further checking the gentleman apologised and said it was because we had moved rooms and confused everything!
Upon checking out were asked what room is it ? Boring after being asked so many times.What about getting to know your customers by facial recognition or even name? We were then told , "Oh we thought you had already checked out as the key was hanging in the reception cupboard"! We reviewed the bill and advised that we, like another couple we have read about, did not get offered the Prosecco upon arrival as part of the Groupon deal and our voucher was for two nights meals and accomodation and the bill was revised accordingly.
Overall the interior presents as clean and tidy but outside is far from this.Too many cigarette butts in flower beds, rubbish being burned on what is referred to as the paddock and field area-really ? .Not very welcoming or inviting sadly.
We too felt the experience was like Fawlty Towers, overall the staff are very friendly but clearly need much more training and guidance.Even though this stay was not all bad and the general friendliness of the staff is to be commended, there are currently too many negatives for us to want to return again in a hurry.
- Official Description (provided by the hotel):
- Set in delightful countryside the Best Western Brome Grange is an ideal venue for both business and pleasure. Originally founded in the 16th century the hotel has been extended and renovated and boasts 44 fully equipped en-suite bedrooms, 65 seater contemporary Courtyard Restaurant, 3 Meeting rooms, Precor Equipped Gymnasium, Spa Bath and Steam Room, Beauty Treatment rooms and 16th Century Tithe Barn Conference and Banqueting Facility. FREE Wifi and fully licensed Bar and Lounge area. The hotel is ideally located between the three poignant towns of Norwich, Ipswich and Bury St Edmunds and withe easy access to delightful Coastal Towns. ... more less
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