Down Hall Hotel, Spa & Estate, Venue Hire

It wasn’t a holiday but a live on the lawn event. Lovely atmosphere and evening. Food was lovely and I didn’t feel over priced. Although Wine bill came and we had three rounds of 4 different types of Wine. The first Rose was a Zinfandel and asked for the same three times. On getting the bill, the Zinfandel was 11.90 for large then we were charged 19.80 for UP Rose which we didn’t ask for. On asking for a refund as this was wrong and over charged by £15.80, were told they don’t do refunds. I explained that trading standards state a refund is entitled to if overcharged in error, so then they decided we could get a refund. The refund process is that you have to leave email address and contact the next day so they can process it. I’ve never heard of anything so Complicated. The waitress who helped us was lovely and was being asked to give us wrong information. I do feel at the prices you pay there, warrants a decent customer service and don’t feel it showed that way. Shame as it put a sour note on what was a lovely evening.

What an utterly disappointing visit. We stayed one night and while the grounds and room itself was beautiful, the staffs utter lack of regard for customer service left us deciding to never ever return. After traveling from the US, we were excited to relax in our first hotel of the trip. To say we were disappointed is an understatement. We went down to the bar for a drink and desire a staff of four people, no one approached us to take our order for about ten minutes. We ended up asking if we could order drinks outside instead. A sweet young girl took our drinks order outside and we ordered some appetizers. We waited and waited. The food came before our drinks and when we asked where the drinks were the waiter said “I can ask them to hurry up but that’s about all I can do”. When the drinks did arrive around 30 minutes after ordering, the glass was so disgustingly dirty we sent it back. Moving inside later in the evening we had a better experience, albeit brief. We retired early and went to bed. Breakfast in the morning was fine. Well laid out and a pretty room. Staff were a group of young girls that spent their time chatting off to the side of the room while guests ate breakfast around them. While they were friendly, they were inattentive. After paying £377 for a room and breakfast, we expected much better customer service to accompany it. It’s a beautiful location, but the staff need to be trained in a MUCH more professional manner. We won’t be going back, and we’ll be telling our family and friends not to waste their time or money either.