135jolenec
Google
Overall, this visit was a disappointment compared to our previous stay.||||Most of the staff came across as brisk and unfriendly, with only one or two exceptions who were pleasant and took the time to engage. Our room appeared unfinished, with exposed wires in the walls, a mirror that hadn’t been mounted, a bathroom tap that turned the wrong way, and a sink plug that didn’t function properly. These issues were surprising, especially as these features seemed to be recent additions.||||The layout was also poorly thought out. For instance, the fridge was placed inside the wardrobe, but both wardrobe doors had to be open to access it, which was awkward given how close it was to the bed. There were no instructions provided in the room for using the coffee machine or the heating system, nor were there any directions to the orangery for breakfast.||||Breakfast itself was underwhelming, especially compared to our last visit. The potato cake was consistently overcooked. On the first morning, I requested mayonnaise and, after a long wait, was given some sloppily served in a dirty mug. On the second morning, the woman who appeared to be in charge was quite rude. She ignored us upon arrival, then told us we’d have to wait for a table to be cleared—even though there were several that needed attention. It felt like poor planning, as our arrival should have been expected. We waited ten minutes for someone to take our order, and our drinks didn’t arrive until after the food.||||While clearing a nearby table, a younger staff member pointed out a broken jam holder to the same lady in charge, who responded—loudly enough for us to hear—with a comment: "bloody Frenchies." I can only assume this was directed at the family who had just vacated the table, which was inappropriate and unprofessional. Strangely, when a man in a suit—presumably a manager—appeared, her demeanour changed completely, and she became friendly and attentive.||||We dined in the Dungeon one evening. The table was noticeably wobbly, and the waitress immediately said, “I’ll get you something for that,” suggesting it was a known issue that hadn’t been addressed. We were given a piece of cork to place under the leg. While the food was of good quality, the experience was let down by slow service—there seemed to be only one waitress handling the food. Plates arrived with visible fingerprints, and when we mentioned it, we received a mumbled response that they “should have been polished.” The menus were in cheap plastic sleeves, making them difficult to read. Additionally, the option for cheese and biscuits at the end wasn’t explained clearly—it turned out to be an optional extra but was never mentioned or offered until we specifically asked.||||Given the cost of our stay, the overall experience fell far short of expectations. The staff largely seemed disinterested in engaging with guests. We were nearly charged for two Dungeon meals, despite only dining there once, and we have yet to receive a copy of our bill—even though we requested it at checkout and were told it would be emailed.||||From speaking with the two staff members who did take the time to chat with us, it seems the hotel has changed ownership. While there is clearly some investment being made into refurbishing the property and creating new spaces, the execution feels rushed and lacks attention to detail, which is negatively impacting the guest experience. It appears the day-to-day operations are now managed by a separate company that doesn’t share the same passion for the building or its visitors.||||||||||From: Jolene Imlach ||Sent: Monday, September 08, 2025 10:30||To: Jolene Imlach ||Subject:||||||Staff in general were quite brisk and unfriendly, with the exeption of one or two.||||Our room didn't seem to be finished, with exposed wires in the walls, mirror not fixed to wall and tap in bathroom that turned the wrong way and plug in sink didn't work.|||| correctly. Or vey well thought out, considering they were new additions. The fridge was in the wardrobe, but you had to open both doors to be able to open or close the fridge door which made manoeuvring difficult as the wardrobe was very close to the bed. There were no instructions in the room for the coffee machine or heating, or basic directions to the orangery for breakfast. ||||Breakfasts weren't as good as our previous visit, potato cake was consistently over done. I asked for mayonnaise and on the first morning received this slopped into a dirty mug after waiting long enough to have nearly finished. On the second morning the lady who seemed to be in charge was rude.when we arrived for breakfast she completely ignored us, then told us we would have to wait while they cleared a table ( there were many tables that needed clearing) which I thought was poor planning as they should have been expecting us. We then waited 10 minutes for someone to take our order, the drinks arrived after our food. While clearing a nearby table one of the younger staff members noticed a broken part on one of the jam Holders and pointed this out to the lady in charge, who commented loud enough for us to hear "bloody frenchies" which I can only assume was a reference to the family that had been sitting there. ||||Before we left another gentleman in a suit, who I believe must have been management had arrived and the lady in charge suddenly transformed into a friendly, smiling member of staff. ||||We ate in the dungeon one night and when we sat down the table was very wonky, the first thing the waitress said was "I will get you something for that" which would suggest to me that it is an ongoing issue that should have been rectified We were brought a slice of cork to put under the leg.. While the food itself was good quality the whole experience was let down by slow service, there appeared to only be one waitress bringing out food, Plates had very noticeable finger prints all over them and when this was pointed out we just got a mumbled reply about how they should have been polished. The menus were in cheap plastic sleeves that made reading them very difficult, there was an option at the end for cheese and biscuits that wasn't made clear was an optional extra but actually wasn't even mentioned or offered until we asked about it. Considering the cost of this the overall experience did not live up to expectation.||||||Staff didn't appear to want to engage with guests if they could help it. We were nearly charged for two meals in the dungeon, despite only booking one night. And we still haven't received a copy of our bill despite requesting one when we checked out and being told it would be emailed. ||||||Overall this visit was very disappointing compared to our first visit, I understand from the two members of staff that actually took time to talk to us that the hotel has changed ownership and while the owner seems to be spending some money on improving the castle by refurbishing and creating new spaces, the work seems hurried and not thought through, which is impacting guest enjoyment. The day to day running of the hotel appears to be through another company who clearly don't have the love for the building or the guest experience.