Thwaites hotel room has a serious damp issue. I believe this may be due to lack of ventilation. The bottom of the bathroom door is crumbling, metal fixtures have significant amounts corrosion present and there is the onset of mould developing in several areas off the bathroom. The damp smell was awful, really awful. It made my freshly laundered morning clothes smell of this. Had I not been in attendance at a wedding, also at the hotel, I would have requested a room change. I regret not actioning this on my part, despite the late hour I ended up back at my room. The following morning I made management aware and I really do hope they act on my findings. Resulting from my nights stay, I woke the following morning tight chested and left my room soonest heading to breakfast. This brings me onto my next point resulting in my ‘terrible points score’ of this particular hotel room. Upon check in I was informed that I had not paid for breakfast. Luckily I was able to prove otherwise scrolling through my email history. This issue took approximately 20 minutes to resolve and my integrity questioned several times. Not ideal when a guest at a wedding and alcohol had been consumed on my part. However, I really wish I had not opted for breakfast. This is because of the cold food (very cold food). Unfortunately my pregnant Wife was unable to eat any of the stone cold English breakfast, as nice as it looked. The food had been left out on display, seated in none heated dishes, for in excess of 90 minutes. I’m no food service legality expert but clearly this was putting guests at an unnecessary risk. I know my referenced, almost unbelievable, 90 minute timing above to be accurate as other guests were also sat in disbelief. I also know I was not the only individual to complain and raise this point with management. The service throughout my stay was lacking despite the staffs best efforts. They were clearly rushed if their feet and could not keep up. This was the tipping point for me, resulting in me requesting to see the hotel manager directly at reception. This was another 10 minute wait, that said, he appeared to be a very busy individual. To summarise, staff in all departments seemed stretched, despite, management informing me they are currently operating at full compliment of staff throughout the hotel. I experienced several other less than ideal scenarios during my stay but have only documented the significant ones that directly effected me in this review. For the attention of Thwaites hotel management, I really do hope you respond to this genuine, heart felt review of mine. I stayed at your hotel on the night of 09 April 2022. It would be nice to receive a follow up email.
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Thwaites Hotels Bad Reviews 01
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Thwaites Hotels 1st Bad Review ... Awful hotel!!!! - The worst cream tea ever. Service was non existent. Once seated at 2pm half a tea/coffee order was taken before the server disappeared and did not come back. Baffled another server came along 15 minutes later to take the order unaware of the previous half order. We were asked of any dietary requirements and then she disappeared. Tea pots of water were placed on our table for us to make our own tea in our cups with tea bags! The handles were too hot to lift without using our napkins. The tea bags did not have enough selection for both ends of the table with only a few breakfast (regular) tea bags available. No loose tea leaves available. Once tea was made in our greasy spoon cafe style cups there was nowhere to deposit the tea bags and therefore bags were on the side of our saucers. Classy!!! We then realised we had now been waiting for a further 45 minutes and been forgotten as no food or service was offered. We had to once again wonder out into the restaurant/bar area to find someone. When it was brought to a servers attention that we had been forgotten and after an hour of being there no food was served the reply was”well we got a wedding on”!!!!! Well excuse me but we have a lady celebrating a very special birthday that you took a booking for and happily charged £25.00 per head!! Why do that if you had no intention of delivering?? Finally at 3:15pm food slowly came out. Everything was served after another 15 minutes of waiting. The vegetarian was given the meat option but this was resolved by her food being given to me and another diner to share. I was absolutely stunned by what the food offerings were!!! I did question if it was one person serving to be told it was for two! I also assumed savouries would start to appear but alas no. The cream tea consisted of the tinniest slither of finger sandwich (dried up and crispy) with uninspiring sandwich fillings! 1 x cheese and pickle 1 x egg mayonnaise 1 x plain ham 1 x plain smoked salmon all with so much margarine that was all you could taste. Awful. Put together this did not even equate to a regular sandwich even with crusts off. 1 x a thin slice of sausage roll. No mini quiche, no mini soufflés no other savouries at all. 1 x scone, jam and cream. The scone was serve warm but was hard and crumbled. Some diners enjoyed their scone, others did not. The sweet selection was of extremely poor quality and size. 4 tiny offerings with cheap butter icing and we found these equally unpalatable. We did order wine for this to be popped in a bucket and not served. We did not realise it was there until we realised it was missing. One of our party got up and walked around serving the wine to our guests. The whole experience was a shameful effort from the hotel and not one anyone in our party would be repeating. I personally feel I have been robbed of £25.00 and that a Tesco £3.00 meal deal would have far outweighed the cream tea in terms of value, quality, and the friendly checkout operator service.
Thwaites Hotels 2nd Bad Review ... Hotel failed to meet basic dietary requirements - During our stay in this particular hotel, my girlfriend, who is vegetarian and has special dietary requirements, was served unsuitable food on several occasions despite informing the hotel and restaurant staff of her requirements. The first occasion was shortly after we arrived. We requested plain (unseasoned) mashed potatoes. We were instead served mashed potatoes with a strong garlic flavour. Upon querying this with the waiter, we learnt that the potatoes were also seasoned with black pepper. Needless to say, this was unacceptable. When we spoke to the hotel receptionist after the lunch, we outlined her dietary requirements. We made clear and reasonable requests for the kitchen: plain (unseasoned) boiled or mashed potatoes with seasonal vegetables for lunch, and croissants for breakfast. On the final day of our hotel stay, we were looking forward to our lunch. Our positive mood changed when we learnt that the kitchen had not prepared any plain unseasoned potatoes or seasonal vegetables. They had instead prepared roast potatoes cooked in duck fat. The kitchen had failed to prepare something as simple as boiled potatoes. The negative repeat experiences with this Hotel & Spa's restaurant ruined our overall experience at the hotel. Some staff should be commended for their genuine efforts in taking responsibility for these failures. Other staff in the hotel and kitchen should feel ashamed for failing to cater for such basic dietary needs. A senior member of staff provided a partial refund to make good on these failures. However, no closure message was sent to my girlfriend in relation to her complaint. We do not recommend this hotel and we will not be visiting again.
Thwaites Hotels 3rd Bad Review ... Anniversary break completely ruined - Would not stay at this hotel again. Our card was charged twice, 800+ pounds had been taken. Yet no response when trying to sort it out. This is still an ongoing issue! Our hotel room was not ready on check in(the room wasn’t ready until 1 hour after) and we also got locked out of our room whilst having our spa treatments although we had late checkout. We were charged for cocktails that were included in the package, and reception booked me in for the wrong treatment which lead to me having to explain when I arrived at the spa. Worst hotel, rude women on reception. Avoid at all costs.
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