Netherby House Hotel

The views were amazing, and our room was clean and tidy. But at £336.00 for two nights, breakfast was a big disappointment. I'm not a fussy eater, but the first morning the sausage and bacon were cold and dried out, almost like rubber, and the toast was cold. The bacon was better the second day, but the sausage was still awful, only about 3 inches long and half an inch thick. I also think orange juice should be offered without guests having to ask. I asked for poached eggs and beans on toast, plus a slice of toast for me and my two grandchildren. My husband wanted plain bread with his breakfast. The eggs were fine and I got a small spoonful of beans, but there was no toast or bread. I politely asked the waiter twice. Fifteen minutes later, when breakfast had gone cold, we got one burnt slice. I sent it back and waited again, then received three slices that were still burnt. My husband eventually got his bread with his cold breakfast. The dining room wasn't even busy, and given the hotel's breakfast awards, we were really disappointed.

Staff were friendly and polite, and gave us helpful directions and tips on where to park. Breakfast was very nice, too. We stayed in a lovely double room outside the main B&B, with a sitting area, TV, tea and coffee, biscuits and hot chocolate. It was clean and comfortable, but quite cold. Even with the radiator turned all the way up, a thick double duvet and an extra bedspread, the room stayed chilly. We were there for one night and understood February is cold, so accepted it as part of the stay.

The staff were all friendly and helpful, and made us feel welcome. Hayley and Maureen took especially good care of us, and I'd stay again and recommend the place to friends and family. Netherby House is a lovely Victorian home with attractive gardens leading down to a summer house overlooking the valley. There's plenty of off-street parking behind the house. It's four miles from Whitby, about a ten-minute drive. There's a park and ride between the village and Whitby, and the village also has a railway station. I don't know how far that is from the house, but we passed through on the steam train from Whitby to Pickering. Our room was in a ground-floor annexe. It was clean, warm and comfortable, with a sitting area, a good-sized TV with Sky FreeSat, a large bathroom and plenty of storage, including a wardrobe cupboard, drawers and bedside tables. Breakfast is served in a bright, airy dining room. There's a good range of fruit, cereal, tea, coffee and juices, plus plenty of cooked options. Everything was cooked perfectly, and breakfast was delicious and filling. There's also a small bar and guest lounge. Evening meals are no longer offered. Free Wi-Fi is available, but the thick walls make the connection hit and miss. Signal boosters have been installed, though they don't reach every annexe room. Mine was outside their range, and I could connect now and again, but mostly used my phone data.

I was quoted £53:00 per room per night for B&B over the phone. I said I needed two double rooms, with a z-bed in one of them. In the morning I was given a bill for £232.00, calculated as £53 per person plus £20 for the extra bed. I queried it straight away and repeatedly explained that the agreed rate was £53.00 per room. The staff called the owner who took the booking, and he became abusive and shouted at me. I handed the phone back, saying I wouldn't be shouted at. He said he would call the police, and I told them to go ahead because I thought I was being accused of trying to leave without paying. I was trying to pay the verbally agreed rate of £53.00 per room for B&B. Had I been quoted £53 per person, I wouldn't have booked a night in a small B&B at that price. After the receptionist made several condescending remarks about me not knowing how much things cost, the manager agreed I should pay £106. I also explained that the z-bed was broken before we tried to use it, so my son had to sleep on the mattress on the floor. The manager said she knew it was broken but hadn't changed it because she was too tired. I left without a hotel receipt. They refused to give me a copy, and I had to ask for the Visa slip. The following day, the hotel charged another £134.00 to my Visa card without my authorization. The room allocated to my children wasn't suitable for an extra bed. Once we'd moved furniture to make space, the mattress had to go in front of the door, blocking the fire exit. I believe this contravenes fire regulations.