Luxury grand home hotel centrally located in the Cotswolds

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Disappointed

We upgraded our Room, and we're very disappointed. It was a very dark Room, which they acknowledged at Check out. They have since our Visit mentioned the Room problem on Trip Advisor. The Hotel was not full at the time of our Visit, and they could have allocated us another Room. I thought because we booked through Off Peak Luxury that the Margins might be tight for the Hotel hence the poor Quality Room.
The Staff were very good and Friendly , but continuously complained that they were under pressure , due to not enough Staff been on Duty.

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The Wood Norton says:

Dear Dominic,

I would like to take this opportunity and thank you for taking the time and trouble to contact OPL regarding your recent visit to The Wood Norton. Your review has been directed to me as the general manager now responsible for The Wood Norton. I would also like to acknowledge the points highlighted in your correspondence. I am very grateful for your time as we take all feedback received here at the hotel, both positive and constructive, very seriously indeed. This feedback is essential in allowing us to progress and develop as a team and as a business.

Having had the chance to read your comments I am disappointed in the fact that you feel let down by the bedroom allocated during your visit. I will meeting with my senior team to establish the reason why you experienced issues with our bedroom offering, specifically why there was no additional lighting in place. Please accept my sincere apologies and be assured that these are not the usual standards here and certainly not how we will continue to operate my hotel. I fully expect all my guests to be treated with the same respect and courtesy no matter what their reasons for visiting or from which channel they have booked via.

As a team we always aim to not only meet but exceed all our guests’ expectations. Please be assured that we do have the passion and are fully committed to delivering an outstanding guest experience here at The Wood Norton.

Should you wish to discuss your visit further then please do not hesitate to contact me directly at [email protected]

Once again thank you for taking the time to bring these matters to my attention and for your understanding.

Yours sincerely
Steven

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