The Riverside House Hotel

The evening ran like clockwork, and Julie, who I believe is the manager, couldn't have been more helpful. The hotel presented everything very well for the wedding, and the venue worked perfectly for our large group. The ladies at the bar were brilliant, polite and quick, and the back-of-house team sent out hot, beautifully presented meals. A big thank you to the kitchen. Our room in the DRAKES building was spotless and well presented. The staff were brilliant, the meal was excellent, and the whole evening was perfect. They're all a credit to the hotel. Absolutely yes, I'd recommend it and go back.

We had booked for eight people weeks ahead, but illness meant only seven of us could attend. At arrival, a young staff member rudely insisted we had to pay for nine, which was wrong. When I asked for a manager, I was told he was “dressed as Father Christmas” and unavailable. Eventually the manager admitted the booking was for eight and let us pay for seven, though he was still abrupt. There was no deposit system or clear policy, yet customers were expected to pay for people who didn't show. Service was nearly nonexistent: nobody checked on us for almost two hours, and we had to fetch our own drinks from the bar. Paying was chaotic too. Someone was rude at the till, and they tried to charge us again for drinks we'd already paid for. The food was mixed. The smoked salmon sandwiches were lovely, but the turkey ones were rubbery and tasteless, and the pigs in blankets smelled odd and tasted wrong. Poor service and unclear policies made for a very disappointing experience. We won't return.

My parents are already talking about how pleased they are with the hotel, and my father called me from London to say the service, rooms and convenience were unmatched and worth more than the rate. He'd just completed the long three-hour journey from Heathrow, where he'd got lost, and was glad I'd persuaded him to stay there with Camilla's help. Booking in another country can feel daunting, but Camilla Potts in Reservations made everything joyful instead of stressful. I first called over a month ago, and from that conversation she treated us like family. Her warmth and enthusiasm were unforgettable. My parents had initially planned to stay somewhere else for budget reasons, but Camilla worked hard to make this hotel more affordable and took care of every detail. She replied to every email warmly and made sure they had a lovely room for their 41st wedding anniversary. The hotel and team have set a very high bar at the start of their trip, and the other places I've arranged for them have a lot to live up to. A heartfelt thank you to Camilla for making this milestone so special. Our family won't forget it.

This was our second visit, and this time we stayed in an annex close to the main hotel. It was quiet and very comfortable, and the breakfast was beautifully presented with a wide choice to suit different tastes. The Christmas decorations were outstanding. It's a fine classic country house building with lots of features to notice if you look around. Parking is free and available on a first come basis. Highly recommended.