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“Good food BUT poor service for the price”
Review of The Hood Arms

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The Hood Arms
Ranked #1 of 2 Kilve B&B and Inns
Certificate of Excellence
Bedfordshire
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Good food BUT poor service for the price”
Reviewed August 23, 2010

We booked to eat at the Hood Arms having eaten there the previous year when we were in Somerset. Having been shown to our table and given the menu the waitress walked off before we could even ask for some drinks. We waited...and waited...and waited...and waited. After 20 minutes my partner went to the bar to get them himself. The food when it arrived was very tasty and we couldn't fault it, however, once again my partner had to go to the bar to get us some more drinks as we could not get the attention of the waitress. We also waited so long for them to clear our plates after the main course that we couldn't be bothered to have a dessert as it was getting fairly late by this time. The table behind us were experiencing problems too as the Landlord sent one of the waitresses over with a complimentary bottle of wine. He then proceeded to walk round every table enquiring "Is everything ok?" in a loud, intimidating voice. Bearing in mind this is a Pub that sells food you would have thought that asking diners if they would like a drink while they look at the menu would have been the first thing the waiting staff would ask you? I can only assume that the Landlord really doesn't give a toss about customer service or staff training; maybe thinking the customer is only passing trade never to be seen again. To sum it up the Hood Arms clearly has a good chef, serving great food BUT is let down by extremely poor service for the money - we've had better service at Pizza Express.

  • Stayed August 2010, traveled as a couple
    • Value
    • Location
    • Service
Helpful?
Thank GeminiBird
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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213 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (49)
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  • English first
  • Any
English first
UK
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed August 8, 2010

We had booked into one of the 'cottages' that had 2 bedrooms and a living room 2-3 months prior to our stay as we were going to a wedding locally. When making the booking we confirmed that 5 people could stay and they even gave us measurements of the sofa to ensure that someone could sleep comfortably on it.

We all arrived at the hotel and checked in and were finally shown to our room by 2 members of staff (1 didn't know where our room was) we again confirmed there were 5 of us and a newborn baby.

We then headed off to the wedding and returned to the hotel at 10.30pm ready to crash and with a very tired baby who was definitely ready for bed! We were greeted in our room to be told by the manager that 5 people could not infact stay here and that we could not stay unless one of our party slept somewhere else ie the car! They offered us no alternative rooms or accomodation elsewhere and were not sympathetic to our situaton considering it was an error on their part - the person that took our booking no longer worked there! So we had to repack our belongings and the car and leave. As it was so late it was difficult to find accomodation locally so we had to drive the 3 hours home!

To add insult to injury they wanted payment for the room! Even though they would not allow us to stay!

The customer service was shocking as they were not concerned in the slightest where we were going to stay at this time of night. We were made to feel as though we had done something wrong when we hadn't!

This was definitely one of the worst customer service experiences I have ever received!!!

Stayed August 2010, traveled with family
Helpful?
4 Thank LiseBraz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Northampton, United Kingdom
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed July 31, 2010

We have traveled far and wide but until this trip not with the dog! Fantastic location with a great atmosphere with owners who want to spoil you. We had a fantastic time and if you have a dog you couldn't feel more at home. We'd also come again without the dog as well!
The Hood is unpretentious it allows visitors to join with the local community in a very genuine way.
We will definitely return and wish them every success.

  • Stayed July 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JJBParkes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
14 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed July 18, 2010

Without boring you guys my wife and I have eaten in many places from the basic to the highest of cuisine, so we should no what's good and what's bad after 25 years of dining out. In a nut shell the hood arms has poor standards all round. Poor quality food. Diabolical service. Customer service?? They couldn't give a dam especially the proprietor. My advice would be to stay well clear!!

  • Stayed July 2010
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Mikesmith68
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reading, United Kingdom
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed July 14, 2010

Our stay at the Hood Arms was fairly miserable and prompted me to write to them to complain. I have not had any response from them at all, so I assume that they're entirely disinterested in customer service - although this shouldn't have come as a surprise after our experience there. Here is my rant:

On arrival we stood at the bar like lemons for ages whilst waiting to be greeted. The Manager spoke to us like he hadn't had several coversations with us during the week. Despite informing them we had our young baby with us they gave us the room above the bar. We couldn't move our 'restaurant' booking forward by 1/2 hour despite the 'restaurant' being half empty and when we asked we were met with disdainful looks and were spoken about like we weren't standing right there in front of them. When we were finally seated, our waitress was rude, the food was poor and when I complained I could hear our rude waitress shouting at the top of her voice to the Landlord that someone was complaining. The Landlord's approach was also rude and a little agressive as he explained why I was wrong to complain - I have always wondered about the need to ask 'was everything OK with your meal?' but in this case I am sure the kitchen wasn't entirely confident about the quality of the food it was sending out. As I was checking out the morning after, the Landlord asked me if we had dined with the night before (despite asking for the meal to be put on our room), so I don't know whether to concur from that that he had so many complaints from the night before, he simply doesn't care or he is a bit forgetful.

What I find strange is that the Landlady seemed very nice indeed and seemed genuinely interested that we had a nice stay. It is the rest of her staff (and there seems to a lot of them as well) and partner that appear to be the problem.

Whatever you do, find somewhere else to stay. Do not suggest that your friends or family stay here if you're getting married at St. Audries. Look at the other reviews, mine is not an isolated case. This area is covered with B&Bs and hotels that I am sure do care about customer service.

  • Stayed May 2010, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Eugene_Stryker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed June 29, 2010

Stopped here for a early meal / supper after business meeting - chose the crab and salmon linguini on specials board, with 'fresh corriander, garlic and lime' - what was served was a pile of pasta with tinned salmon - no fresh coriander and lime and if there was crab it was well hidden - all for £13.99. We should have known better - more of a Ham egg and chips place we would guess a safer choice.
If we had been told there was no fresh corriander - which was needed to make the dish, we would not have chosen it - on mentioning it to the staff they said in a very curt tone that they would make sure it was mentioned in future - but no reduction offered for a very dissapointing supper and bad value & service.
We spoke to the manager who said their delivery had not arrived, so we also mentioned did they know that a person locally grew corriander ( as we did know it was grown and sold from just next door) - yes they did - need we say more!

  • Stayed June 2010, traveled on business
    • Value
    • Service
Helpful?
1 Thank hindonfarm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Altrincham
Level Contributor
47 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
Reviewed April 28, 2010

The cellarman had a real pride in the beer, and it was just perfect. The remaining staff were endlessly entering things into a computer, food was over priced and just too trendy. The manager was clearly only interested in profit, but didn’t have any skills in looking after the customers. Why direct someone to answer the phone when they have a customers money in their hand. My change did return once the all important phone call was dealt with.

  • Stayed April 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank doing_the_coast
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Hood Arms

Property: The Hood Arms
Address: Pardlestone Lane, Kilve TA5 1EA, England
Location: United Kingdom > England > Somerset > Kilve
Amenities:
Bar / Lounge Beach Free Breakfast Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service
Hotel Style:
Ranked #1 of 2 B&Bs / Inns in Kilve
Price Range (Based on Average Rates): $
Hotel Class:4 star — The Hood Arms 4*
Number of rooms: 12
Official Description (provided by the hotel):
The Hood Arms is a beautifully furnished 17th century inn with orginal oak beams, natural stone walls, and open fireplaces. We are located at the foot of the Quantock hills and just one mile from Kilve's 'moonscape' beach. There are 12 comfortable, fully equipped en suite guest bedrooms which have been rated AA 4 stars. Our restaurant enjoys an excellent reputation far and wide, and guests are able to relax in our cosy bar or, during the summer months, in our large pretty garden. We are aware that we have had some negative comments posted on tripadvisor in recent months. We would like to assure you that the vast majority of our customers are very happy with their stay but we have reviewed these comments seriously and are genuinely working hard to make improvements. Why don't you try it and see for yourself? We guanrantee to do our very best to make your stay an enjoyable one. ... more   less 
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Also Known As:
The Hood Arms Hotel Kilve

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