Riverside

The evening ran like clockwork, and Julie, who I believe was the manager, was on point and couldn't have been more helpful. We stayed in a room in the DRAKES building, which was perfect, very clean and well presented. We were there for a wedding with a lot of guests, and the venue and hotel's presentation were very good. The ladies at the bar were polite and prompt, and the kitchen served hot, beautifully presented meals. A big thank you to them. The whole evening was perfect, and all the staff are a credit to the hotel. Absolutely yes, I'd recommend it and go back.

Food was a mixed bag. The smoked salmon sandwiches were lovely, but the turkey ones were rubbery and tasteless, and the pigs in blankets smelled odd and didn’t taste right. The service was nearly nonexistent. No one checked on us for close to two hours, so we had to fetch our own drinks from the bar. When we paid, there was rude behaviour at the till and an attempt to charge us again for drinks we'd already paid for. We'd booked weeks in advance for eight people, but illness meant only seven could attend. On 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. He eventually confirmed our booking was for eight and let us pay for seven, but was still abrupt. There’s no deposit system or clear terms, yet customers are expected to pay for no-shows. The unclear policies and poor customer service made for a very disappointing experience. We won’t be back.

My parents are already raving about their stay, and my father called from London to tell me how pleased he was. After a long three-hour trip from Heathrow, where he got lost, he was glad I’d persuaded him to stay here. He said the service, rooms, and convenience were unmatched and worth more than the rate. Camilla Potts in Reservations is the reason they’re celebrating their 41st wedding anniversary at your hotel. Booking abroad felt daunting, but from my first call over a month ago she treated us like family. Her warmth and enthusiasm made the whole process joyful instead of stressful. My parents had first planned to stay at another property to save money, but Camilla worked hard to make your hotel more affordable and take care of every detail. She replied to every email with warmth, helped make sure they had a beautiful anniversary room, and gave five-star service throughout. She’s an absolute star, a rockstar as we say in the States, or I believe you’d say a “legend.” She’s unforgettable. Your team has set the bar high at the start of their trip, and the other hotels I arranged will 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.

We’ve stayed at this lovely hotel twice now. This time we were in an annex close to the main hotel, and it was very quiet and comfortable. The breakfast was beautifully presented, with a wide choice to suit different tastes. The Christmas decorations were outstanding. It’s a fine building with a classic country house look, and there are lots of different features if you look carefully. Parking is free and available on a first come basis. Highly recommended.