To set the scene, we were on our first night away from our children since our youngest was born back in November. We had planned to have a nice, relaxing evening with some dinner at a hotel that wasn’t too far away from home. We were recommended Tortworth court as a great hotel in a great location. We booked the room at the beginning of last week and took your booking agents advice to upgrade to a “Connoisseur room” coupled with dinner in your Moretons restaurant. The benefits of the room were communicated as, a better room, upgraded cosmetics, wine and snack basket and a complimentary newspaper, this all seemed worth the added expense.
When we arrived we were impressed with the building and location, the setting seemed perfect for our night away. The gentleman at the check-in desk was really courteous and we were told our dinner reservations were confirmed for 7:15, he asked whether we would like a paper and, as it was included in the room, we said yes please. When we got to our room, the doubts started to creep in. Firstly the bathroom was hardly superior to anything we had experienced in our previous hotel stays. The room was slightly larger but sparsely provisioned save for the bed, which was far too hard (the pillows were of similar standard). As we got ready for dinner we heard something that would continue for the rest of the evening, the jangling of glass bottles being emptied into the bins, directly below us. It was really warm on Saturday so we couldn't even shut the windows to help muffle the noise slightly.
When we went back down to get a drink, the bar was well appointed and a quick trip out onto the terrace to enjoy our drinks helped to calm us both down, your gardens are lovely and the setting is really beautiful. We then came back into the restaurant for dinner and the disappointments resumed. My mashed potato had a skin on it, which I can only assume was from being left under the heat lamps whilst they overcooked my wife’s steak. The dining experience was average at best, we felt like the team were rushing through first service to ensure they could clean down for the second seating.
When we returned to our room the jangling of glass was now accompanied by a wedding disco, you can imagine our dissatisfaction. We hadn't been informed by the booking agent or the front desk that there was a wedding scheduled for the evening. Whilst it wouldn't be a surprise for a wedding to be happening in June, it did seem counter intuitive to place a non-wedding guest directly over the wedding disco. When the music subsided well after 11pm, we were both well past the point of having a relaxing weekend. The next morning, after a fitful night of sleep due to the on-going bins and the firmness of the bed, we went down to breakfast. Again this was just as unsatisfactory as dinner, hot plates with bacon and sausages swimming in grease and an entirely disinterested staff who didn’t have time to get us any tea or coffee. Needless to say we packed our bags and left as quickly as possible. We didn’t bother to contest the £2.50 we’d been charged for the “complimentary” newspaper as it seemed too likely to involve a heated exchange at the front desk due to our mood.
When I raised these issues with the four Pillar team via email they did their level best to avoid any sort of engagement around reimbursement for our evening, even though they admitted it had been their error that we had been placed where we were. Instead they choose to offer platitudes around how staff were now being trained to avoid these mistakes in the future.. It would seem that the corporate takeover at Four Pillars has done little to help their customer relations and a group of hotels, that once had a good reputation in the area, is rapidly going backwards.
- Official Description (provided by the hotel):
- This magnificent Cotswolds country house hotel is situated in a stunning South Gloucestershire location, conveniently near to Bristol. A grade II* listed Victorian mansion, De Vere Tortworth Court offers all the grandeur of an elegant Cotswold's hotel alongside the hotel facilities of a premier four star hotel. ... more less
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- Also Known As:
- Tortworth Court 4 Pillars Hotel
- Court Hotel Tortworth
- Tortworth Court Hotel
- De Vere Tortworth Court Gloucestershire