14th century historic castle hotel in the North East near Newcastle
BookMember since 2019
Not impressed
stayed: September 2020
There was a problem with the kitchen fans which meant the dining area was full of smoke. In fact on the second night the smoke alarms went off.
We did not get our free glass of pre dinner champagne on the first night and on the second night the waitress got us mixed up with another room and sat us at the wrong table, against protocol, set up for the relaxed dining menu rather than the A la Carte which we had paid for (and pre booked during the day). The other couple came in after us at dinner, were served first with the complimentary soup appetiser and it wasn t until they brought out our starters that the mistake was realised. Even then there was little apology from the Maitre de and we had to ask again for the wine list.
The bill was miscalculated on departure as the 20% off wine by the bottle at dinner was not applied and we had been charged for an afternoon tea which we had not had (being at Vindolanda and Hadrian s wall at the time).
The bill was recalculated on contesting but I think the compulsory service added for dinner was a bit much considering the service we received.
Breakfast was taken in the room on both days and there was a fairly good choice but on the second day we had to ring down to reception as there was no milk or sugar for the tea and coffee.
I understand there are difficulties and stresses due to Covid but this was supposed to be 5 star service
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