- Liked: Property conditions & facilities
- Disliked: Cleanliness, staff & service
Great property; service found wanting
We had a 3 night stay at this wonderfully renovated hotel, in beautiful Grasmere. However, it is with great disappointment that we have to highlight a number of issues which marred our stay. The advertised housekeeping service was not provided and - whilst this was eventually explained away as being due to the hotel’s COVID-19 policy - it was only after returning from a long, wet walk to an unmade room with no fresh towels and unreplenished refreshments that we were informed of this. We then had to spend the remainder of our stay going up and down the stairs to request the basic amenities that would have made our stay more comfortable, and were made to feel almost guilty for doing so. The lack of organisation also impacted on our breakfast which on one particular day took over 50 minutes to be served. Whilst the young waiting staff were exceptionally kind and hospitable, there was a lack of professionalism and generosity from the management staff when addressing our queries. This was particularly disappointing, given that we tried to be empathetic and understanding of the challenging circumstances that the hotel were facing in the midst of COVID-19. Small details, such as ensuring that the boot room is heated, and proactively communicating with guests, so that their needs are met throughout their stay, would really enhance the overall experience. We hope that the hotel is able to address these issues for future guests, since there are so many other charming aspects to it.