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“Very disappointed :-(”
Review of Dunston Hall

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Dunston Hall
1 review
“Very disappointed :-(”
Reviewed 3 January 2013

My partner and I live in Leicester with our 2 year old son. We were staying with family in Norwich over the Christmas break and my partner decided to treat us to a hotel and spa stay whilst Grandma babysat - great! After looking online my partner decided on Dunston Hall. He called to book at was told it was £149 for a room, dinner, use of the leisure facilities and breakfast for us both, he was informed payment would be taken on departure. We arrived at 6pm and were very impressed with the exterior of the building and surrounding area. We checked in and explained we'd be paying cash to which the girl said was fine but she needed payment now. Never mind! Arrived at our room and we felt disappointed. It was quite scruffy. There were rips in the wallpaper, mould on the grout and the bedsheets were cheap and thin. They also smelled of stale smoke and there was a dip in the centre of the mattress. We brushed it off and were excited about dinner. To our astonishment the only food on offer was a carvery! Who wants a carvery after Christmas dinners all week. We were given a menu and told the £149 we'd paid included a £20 each allowance for food - what?! Most main courses were £20+ so we would've ended up paying a lot more for a couple of courses each. We felt gutted and decided we wanted to leave. Fortunately the receptionist was lovely and called the manager for us to speak to. He was apologetic and said we should've been informed about the carvery and £20 budget. We got our money back with ease and checked in to a Premier Inn which was by far cleaner and worth the money it cost. All in all, what a let down.

  • Stayed December 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank em_j_1987
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paul M, Manager at Dunston Hall, responded to this review, 22 January 2013
Dear em j 1987
Thank your for your feedback regarding your stay. We are improving and modernising certain areas of the hotel in order to improve our customer experience for the future so hopefully when you come back you’ll see some of these improvements. The £20 allowance offers our popular 3 course Carvery and also several dishes on the ala carte menu which offer some really good choices.
Kind regards
Paul Murfitt
Operations Manager
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Rating summary
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Traveller tips help you choose the right room.   Room tips (596)
Date | Rating
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English first
Norwich, United Kingdom
Level 5 Contributor
54 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
Reviewed 2 January 2013

Upon arrival we checked in to a busy reception, briefly given instructions of how to get to room went to the room (was a nightmare finding room) and then went back for the bags.
The main doors were a struggle to navigate through and there was no porter on hand.

The decor for the room was of good condition but the bathroom was very dated with leaking toilet.
The bed moved and had no valance, thus giving an uninviting appearance.
We opted for room service breakfast costing an additional £4.95 and although looked nice was stone cold.
The Next day we almost ran out of Loo roll and had to ask for more.

Evening meal was 4 meat carvery with all the trimmings and superbly cooked and hot.
Service was courteous but at times somewhat slow.

The next night the Supervisor needed some training on his people skills and not as attentive as I would expect with a hotel of this reputation.
Luckily the waitress made up for this by her friendly and cheerful manor.

Very nice setting and walks and the Gym is very well equipped with friendly staff.

On check out day the final bill was £100 higher than it should of been but easily rectified upon query. But would of been nice to of been given a complementary voucher for the shock.

Afraid on this visit we were quite disappointed.

  • Stayed January 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank GazSmith3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paul M, Manager at Dunston Hall, responded to this review, 22 January 2013
Dear drgazsmith
Thank you for your feedback about your stay. I’m glad you enjoyed our fantastic carvery in the brasserie restaurant, and our great team in the Leisure club and spa. We have just introduced heated room service dishes to improve our room service standards and are introducing a new menu in February with our new chef. Our bathrooms are currently being refreshed also, maybe next time try one of our deluxe rooms with their very modern bathrooms and facilities
Kind regards
Paul Murfitt
Operations Manager
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Leatherhead, United Kingdom
Level 3 Contributor
22 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 31 December 2012

After a good vacation at a certain hotel it is often disappointing to go back again but no such problems with Dunston Hall in Norwich. We stayed for 3 nights from 27th Dec and the hotel has lived up to its normal high standards - excellent restaurant, friendly staff, great full english breakfast just a shame about the wet weather!
But its our first choice hotel when visiting Norwich and after this stay we have no reason to change.

Room Tip: Bring your golf clubs
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  • Stayed December 2012, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank philip w
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paul M, Manager at Dunston Hall, responded to this review, 22 January 2013
Dear phillip w
Thank you for your feedback, firstly apologies for the weather! I’m glad you enjoyed our great food, service and hotel-we look forward to welcoming you back soon
Kind regards
Paul Murfitt
Operations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Norwich
Level 4 Contributor
44 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 81 helpful votes
Reviewed 30 December 2012

We have stayed at this hotel many times and our latest stay was for 1 night over Christmas. Previous stays have been great, so Dunston Hall has provided us with high expectations.
On arrival we were swiftly checked in by a very polite member of staff and our room was spotless as usual. Although our room only had 1 pack of biscuits for the three of us, which was disappointing as on previous stays we've enjoyed a packet of biscuits each.
We enjoyed our stay and breakfast was lovely and the staff in the restaurant were very polite.
After breakfast we sat in the bar area to read papers and when we went back to our room to get our bags before 11, to check out. The maid had cleaned our room, even though our bags were still inside. It was as though the hotel wanted to get rid of us and get the next guests in as quickly as possible.
Although when it came to checking out the member of staff who served us seemed very impolite and distracted by the chelsea footballers, which were gathering in the reception. Yes I do realise they are famous, but we are paying customers too.

Stayed December 2012, travelled with family
Helpful?
Thank GoodaTours
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paul M, Manager at Dunston Hall, responded to this review, 22 January 2013
Dear goodatours
Many thanks for your feedback .I`m glad you enjoyed the cleanliness of the bedroom you stayed in. We are always happy to bring more biscuits to the room on request as we know how good they are, try our home-made biscuits in the bar next time you come to stay. You are quite correct in that we do have many premiership teams stay with us as the premier hotel in Norfolk, though we always try to treat all our customers like superstars.
Kind regards
Paul Murfitt
Operations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London
Level 3 Contributor
11 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 28 December 2012

Stayed here for one night. Slight confusion re our room but swiftly resolved. Very friendly and helpfully staff. We stayed in the deluxe room, (although also went round the four poster room) both lovely. A few tired bits in the communal areas but to be expected in a hotel of this size which has a high footfall. Dinner and breakfast was lovely. Swimming pool busy but nice. We took our baby in for a swim as the water was lovely and warm. Wish we could have stayed for two nights. Hope to return soon.

Room Tip: Either the Four Poster room Number 205 - great view of the golf course. Lovely bathroom. 341 - Nice...
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  • Stayed December 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Kebab3112
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paul M, Manager at Dunston Hall, responded to this review, 22 January 2013
Dear kebab3112
Thank you for your feedback and for recognising our brilliant team and how friendly they are. We look forward to welcoming you back soon
Kind regards
Paul Murfitt
Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Beaconsfield
Level 6 Contributor
193 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 92 helpful votes
Reviewed 28 December 2012

This hotel is 'nearly there'. The main amenities are all there and the hotel looks and feels impressive as you arrive. We felt that everything needed a little freshening up, including bathroom grouting etc. In reception, the carpets need a thorough clean and there would have been some merit in having automatic doors as you carry in your luggage. It all felt very dark in reception but some clever lighting would have helped to make it more welcoming. We had to queue to check in (to be fair, not their fault), but the member of staff on welcome refreshments just stood there, when she could have come along the line to apologise in advance and to offer goodies while we were waiting. This was in sharp contrast to the Marriott Hotel(Sprowston Manor), which we visited on the same trip to play golf with friends. Though also a traditional hotel, reception felt light and airy and the staff were warm, friendly and smart (hair tied back etc). Not a lot needs to happen at Dunston Hall to make things feel so much better. We had a great time and were very comfortable in our spacious and well appointed room. Breakfast was good and freshly cooked and the beauty salon was first class.

  • Stayed December 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank TiffanyBeaconsfield
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paul M, Manager at Dunston Hall, responded to this review, 22 January 2013
Dear tiffanybeaconsfield
Many thanks for your feedback. We have made some changes in reception with some candles and lighting so i`ts a lot more welcoming now-were also revamping some of our bedrooms currently .I`m glad you’ve noticed our new improved breakfast as it`s getting a lot of good feedback at the moment
Kind regards
Paul Murfitt
Operations Manager
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Norwich, United Kingdom
Level 6 Contributor
104 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 154 helpful votes
Reviewed 26 December 2012

Not a smooth booking experience (they kept getting our surname wrong and trust me its a very common name) and payment was not without complications. Generally enjoyed a nice Christmas break with the family, not cheap but reasonable value for the time of year. Our room size a standard room was good and comfortable however the bathroom was very dated and worn. The toilet was like pumping from a well to get a flush as was our neighbours, we used to discover that during the night when they used the loo. Our daughters room the other side was the same a good sleeping area but poor bathroom. The mastic around the taps even had a good selection of hairs sticking from it and the taps were very weary looking. The door handle area in the bathroom was best described as very grubby! However the over all break was of a reasonable standard and the food was quite good (we paid extra for the elegant and intimate package.) Our daughters friend was due to join us for Christmas eve dinner for which we paid extra however she developed the D & V bug the day before so we decided it best for her to stay at home as you need 48 hours post illness. we notified the hotel only to find the seating arrangements were still as if we had not cancelled and also when we checked out they had still charged us despite us challenging the receptionist and her scurrying away to ask the unseen person behind the door. At best I find this distasteful as we could have risked taking our companion and risked the other hotel guests, however we acted responsibly to our financial cost. (It is also worth mentioning the value of the other guests, apart from the normal Christmas guests the Chelsea team were there staying prior to their match against Norwich City. I wonder how the reputation of the hotel would have been had the team been unwell!!) next year we will probably take our in excess of £1,200 booking else where, very short sighted by the hotel I think....what a shame!

Room Tip: our rooms were 510 and 512 so steer clear of these unless the bathrooms are upgraded to reflect the...
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  • Stayed December 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank 1Norfolkdumplings
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paul M, Manager at Dunston Hall, responded to this review, 22 January 2013
Dear norfolkdumplings123
Many thanks for your feedback. We are currently embarking on revamping some of our bathrooms so they are as good as our deluxe bedrooms. I`m glad you enjoyed the food and I`m glad we sorted out the table arrangements on the evening
Kind regards
Paul Murfitt
Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Dunston Hall

Property: Dunston Hall
Address: Main Road, Stoke Holy Cross, Norwich NR14 8PQ, England (Formerly De Vere Dunston Hall)
Region: United Kingdom > England > East Anglia > Norfolk > Norwich > Stoke Holy Cross
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in Stoke Holy Cross
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Dunston Hall 4*
Number of rooms: 169
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Also Known As:
Dunston Hall De Vere Hotel Norwich
De Vere Dunston Hall Norwich
Dunston Hall Norwich
Dunston Hall Hotel
De Vere Dunston Hall Hotel

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