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“Poor customer service”

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Northcote Manor Country House Hotel
Ranked #1 of 1 Hotels in Burrington
Certificate of Excellence
Bristol, UK
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Poor customer service”
Reviewed April 13, 2013

We have stayed at Northcote many times, and have always enjoyed our stay. Sadly this time we had some footwear stolen. We notified the hotel as soon as we realised this and then sent subsequent emails once we had returned home. We receive one email back (after a week as the manager was on holiday) basically says that it was not their responsibility and there was nothing they could do. We felt that this was an unacceptable response from any hotel lt alone one that has been given such good ratings for its customer service. We have sent a response but after 3 weeks have receive nothing from them. We have been left bitterly disappointed with their quality of service and the outcome of the theft (ironically the police have shown more care and consideration than the hotel). We expected far more from Northcote, not only has the response been poor, but they have made no efforts to prevent this from happening again in the future to other guests.

So although we enjoyed the stay, watch out for your things, they may get taken and if they do expect no support from Northcote.

Room Tip: Don't bother paying for a superior room, they are not worth the extra money and certainly in our...
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  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
4 Thank HWH_9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mrhoward66, Guest Relations at Northcote Manor Country House Hotel, responded to this review, April 15, 2013
Firstly we would like to take the opportunity to thank you for another return visit to Northcote Manor. We are very sorry to hear that you feel our response to this issue has not been up to the high level of service you have come to expect of us.

In reply and to add some balance, we fully understand the frustration at your wellington boots being stolen by a fellow guest and have done everything within our power to assist both the police and yourself in this issue. As we have clarified in multiple emails, we are unable to accept responsibility for private items left in public areas. We provide Wellingtons for guests in our porch so that they can explore our grounds and we understand there may have been some confusion when you left yours here. To prevent any sort of similar misunderstanding in the future, signs have been put up in key places around the downstairs of the hotel informing guests of our policy on leaving private possessions in public areas.

We always try to ensure that we give the best care possible and will always do all we can to ensure our guests get the best possible stay. I hope the boots are found by the police enquiries and hope that you will feel that you are able to return to Northcote Manor in the future.
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586 reviews from our community

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Rating summary
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  • Sleep Quality
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Traveler tips help you choose the right room.   Room tips (167)
Date | Rating
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  • French first
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English first
Wincanton, United Kingdom
Level Contributor
11 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed April 9, 2013

then this is the place for you! Completely off the beaten track (you won't come across this hotel by accident), we enjoyed a fantastic experience through from booking to when we left. We had an overnight stay, with gourmet dinner and paired wines, followed by breakfast the next morning. The staff were welcoming and helpful, with nothing being too much trouble - in fact, after dinner we had our coffee in the bar lounge and, even though we were the only people in there, the fire was lit for us. We were also delighted to be able to take our dog with us (she loved it and settled in immediately!) and a water bowl was provided for her in our room.

It would have been nice to have tea/coffee making facilities in the room to accompany the delicious homemade biscuits. However, we went down to the lounge for tea in the afternoon, which was served with more of the biscuits - result! I did write to the hotel about this afterwards, and was advised that tea/coffee facilities would have been provided on request - I think this could be made clearer as it appears that only room service is available.

We were on a living social offer, which made this break affordable for us, but the hotel also has special offers on their website. Definitely worth it as a treat.

  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
1 Thank J0anesy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Falmouth, Cornwall
Level Contributor
60 reviews
53 hotel reviews
common_n_hotel_reviews_1bd8 243 helpful votes
Reviewed April 9, 2013

We booked via Laterooms at the last minute and took the Northcote Suite. Essentially we were using the hotel as lodgings and a place to eat for a one-night stay, so our demands weren't huge. Positives include the staff (young and efficient); the location; and the food. We did not find the attitude snobby as other reviewers have said, not so much as a trace, and we did come across any number of staff members, so I think that is unfounded criticism.

Food was very good - we had the snack menu in the main restaurant area which was excellent value and very tasty. Chef even came out in person to ask if we enjoyed our food, and I've never had that happen in any hotel stay ever, So top marks for that!

However we would say that the hotel itself - whilst very comfy and cosy - is in need of a slightly more zealous regime of maintenance than it seems to be getting at the moment, The main stairs carpet is just starting to fray, and our room was in need of redecoration - very dowdy colours and bathroom that has become tired. We could see little odd-jobs all over the place. Not a crime, but when you are trading as a luxury hotel and offering such a room at nearly £300 rack rate then not really good enough. We paid £160 b&b via Laterooms and I feel that this was quite enough.

One specific point that I hope the management will take note of via this forum: the walk from the main hotel door to the car park is not lit properly, and I found needing to go to the car after dark quite difficult without the aid of a torch. I would suggest that this is not what would count as 'reasonable' care of the guests safety in a court of law.

For all that we did enjoy ourselves, and this is a four-star review!

  • Stayed April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank booksearch22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mrhoward66, Guest Relations at Northcote Manor Country House Hotel, responded to this review, April 11, 2013
Thank you for sharing a review of your recent stay, your feedback is highly valued. We’re glad to hear there were many positives and we will pass on your kind comments regarding our food. We are surprised to hear more chefs do not check that guests enjoyed their meal! Apologies once again for our lights not being on when you went out to your car. We provide torches in guests rooms so if the need arises to go out at night, they can do so at their own convenience. It’s pleasing to hear you enjoyed your stay and we look forward to welcoming you back soon.
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Isle of Wight, United Kingdom
Level Contributor
16 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed April 8, 2013

This hotel is set in a beautiful location and has friendly staff and pleasant rooms. I can't say everything was perfect but neither was anything very wrong either.
We enjoyed most of the food and the wine, which we bought by the glass as there was a good selection, and we prefer different styles. Our stay included the evening meal, which was quite good, and on one night I ordered the main from the tasting menu at no further cost, which was lovely. There was plenty of fruit available at breakfast, and I especially liked the apple compote on my cereal. Also croissant and pain-au-chocolat were standard with the rest of your full breakfast. Yummy!
There isn't a hospitality tray in the room but one is provided promptly once asked for, although the tea and coffee taken in the lounge was lovely and at £3.50 each seemed quite reasonable.
We booked through Secret escapes at a good price and there are some offers to be had through the hotel itself too. I'm not sure I'd want to pay the rack rate though.
The biggest plus though was that, having accidentally left a gold ring in the bathroom, I was contacted immediately by the hotel to let me know. So thanks, Northcote Manor for your friendliness and honesty.

  • Stayed April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank artysmum
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Clevedon, United Kingdom
Level Contributor
180 reviews
45 hotel reviews
common_n_hotel_reviews_1bd8 83 helpful votes
Reviewed April 3, 2013

My wife and I stayed for one night on a Travelzoo six course taster menu with accompanying wines package. It was probably the finest meal we have ever eaten, and we've had some great ones ! Very French in content, preparation and presentation, we ran out of superlatives in describing the meal !
Our suite of rooms was superb and luxurious.
Breakfast was delicious. It was well prepared with plenty of choice.
Simply stated - everything was top notch !

  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Trevor I
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Exeter, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed April 1, 2013

This is such poor value it's a joke...but doesn't make you laugh. The special offer voucher we used was supposed to save us £261.00 for the one night DB&B ... To find out that the identical could have been booked for just £31 extra- that was the first rip off.
Charging £80 pp for a six-course tasting menu it should be pretty special but sadly was very mediocre. We have fine dined extensively both in this country and abroad and this rates as very definitely the worst value for money by a very long way. Two things were truly tasty and well done- the tiny bits of venison for the main course and the teaspoon of chocolate mouse for the desert...The rest was really just OK, not unpleasant but sometimes bland and really nothing special at all. When we asked for an extra roll, some rather dry bread was brought very begrudgingly. A few extra crackers to have with the cheese was the same - we were made to feel very uncomfortable. This was a high price charged for food that was no more than OK with service that was dour. Having spent £80 per head and then charge £3.50 per cup of coffee after dinner was another example of them basically being just greedy at every point they could.

The beds were comfy and the room was fine, but no tea/coffee making facilities meaning you had to pay for literally every drink there ... It's remote so they have a captive audience for their add ons. No wifi in rooms either and very poor tv reception. The service was limited, snobby and really just not up to scratch for the prices they charge or the image they try to portray. Lots of selling for wedding party's going on the whole time though, which is probably where they are maybe pitching most.

Maybe people who haven't experienced what a really good meal can taste like think this is good .... My advice is shop around and don't waste your money here. I have better meals in a number of pubs for obviously a fraction of the price and that is no exaggeration. The management are living in a time warp if they think that this is what good hotels are like these days.

I like to praise where praise is due, but this was bad beyond belief for the price paid... The meal was literally worth no more than £25/head and then I still would have preferred service that was just pleasant.

So many good places out there ...this one is not.

Room Tip: The views are quite good to the front, but the hotel is in a dip of hills so none are far reaching.
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  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank T-from-Devon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mrhoward66, Guest Relations at Northcote Manor Country House Hotel, responded to this review, April 8, 2013
We are very sorry and a little surprised to read your feedback. In balance it’s important to understand we have received an outstanding amount of positive feedback in relation to our gourmet menu. Many of our guests return to sample it time and time again. Unfortunately, no matter how hard we try we can never please everyone. In this instance we always emphasise the importance of guests letting us know of any issues at the time of their stay. This way we can try our best to resolve any issues. It seems as though this was not the case on this occasion.

We were recently commended as one of the finest hotels in Devon by Visit Devon and we were also commended for our award winning restaurant. As such, we will continue to listen carefully to our customers and highly value their feedback. Please be assured of our very best intentions at all times.
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Kidderminster, United Kingdom
Level Contributor
41 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 47 helpful votes
Reviewed March 24, 2013

Food very good. Service excellent. The negatives are the cost. We paid for 2 nights dinner bed and breakfast and got got 2 nights bed and breakfast free only paying for dinner. At full price of £290 per night for a superior room this was not value for money. I felt the wine was overpriced at £24 a bottle the cheapest other then the house wine. The hotel is also very isolated and needed to travel distances for our walks.

  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Richard B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mrhoward66, Guest Relations at Northcote Manor Country House Hotel, responded to this review, March 27, 2013
Thank you for taking the time to review your recent stay. We’re delighted to hear you found the food and service to be of an excellent standard. If we may, we would like to point out that many guests find our setting to be one of the features that make Northcote Manor so special. The peace and tranquillity which our manor house hotel provides, is something we try to clearly communicate through our website and other channels. We are passionate about providing high quality, seasonal local produce and we believe the exceptional experiences shared by the guests that eat at our restaurant reflect good value for money.
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Additional Information about Northcote Manor Country House Hotel

Property: Northcote Manor Country House Hotel
Address: Burrington EX37 9LZ, England
Location: United Kingdom > England > Devon > Burrington
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service
Hotel Style:
Ranked #1 of 1 Hotels in Burrington
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Northcote Manor Country House Hotel 3*
Number of rooms: 11
Official Description (provided by the hotel):
3 AA red starts, 2 AA Rosettes, AA notable wine list and 'Devon Venue' in the Westcountry Wedding Awards. Northcote manor is a cherished Country House Hotel set in the foothills of Exmoor National Park, Enjoy sweeping views over the Taw Valley, sundowners on the sun terrace and cream teas on the lawn or in front of crackling log fires. The perfect wedding venue or conference. ... more   less 
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Also Known As:
Northcote Manor Umberleigh
Northcote Manor Hotel Umberleigh
Northcote Manor Country House Hotel Burrington, Devon, England

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