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“Poor Customer Service” 2 of 5 bubbles
Review of Castle Green Hotel In Kendal, BW Premier Collection

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Castle Green Hotel In Kendal, BW Premier Collection
Ranked #2 of 15 Hotels in Kendal
Certificate of Excellence
Liverpool, United Kingdom
Level Contributor
54 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
“Poor Customer Service”
2 of 5 bubbles Reviewed 5 October 2012

Book a night here on Best Westerns web site as a suprise for family members 35th wedding anniversary. Next day had a phone call canceling the booking as the hotel was over booked. Nothing was offered in the way as an alternative. Considering the size of the chain and a little bit of effort an alternative venue could have been offered. Very disappointed in Best Westerns lack of customer service.

  • Stayed October 2012, travelled as a couple
    • 1 of 5 bubbles
      Value
    • 1 of 5 bubbles
      Service
Helpful?
1 Thank John T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ben M, General Manager at Castle Green Hotel In Kendal, BW Premier Collection, responded to this review, 6 October 2012
All Best Western hotels are privately owned and managed but I would like to apologise on behalf of Best Western for your experience. An error was made by Best Western online which meant they sold you a room which was not available at Castle Green. Having now had the opportunity to discuss this situation with you directly I am delighted that you still intend to come and stay with us at Castle Green in the future.

The moral of the story is to book directly with the hotel you want to stay at. Yes, for us as the hotel it means less commission but for you it means you do not have to deal with a 3rd party and the confusion that this can sometimes cause.

You can book directly with us by telephone or via our own website. I cannot promise that we won’t make the odd mistake but you can be assured that we will do our upmost to make sure the outcome is satisfactory for everybody concerned.

Ben Mayou
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,686 reviews from our community

Traveller rating
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (450)
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English first
Gloucestershire
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 bubbles Reviewed 30 September 2012

This is a really lovely hotel, unexpectedly so given experiences of other Best Westerns. It feels like a hotel that actually cares about delivering a good service. Friendly and professional reception staff, really nice weclome at breakfast. Stayed in an Executive Room - got the best room in the house for our first stay, expected something not quite so perfect this time but ended up in the same room - so very happy! Quiet, spacious, clean, great shower, heated bathroom floor, tea and coffee - lots of little touches that make it feel a step up for the price.

Meal in the attached pub was a little disappointing - didn't quite live up to expectations rather than anything being wrong with it. Kendal is a lovlely town with plenty of eating options - New Moon is nice.

We like this hotel so much we now stretch our Lake District holidays to include a stay. Looking forward to going back soon.

Room Tip: Executive rooms definitely worth the extra from the one we've stayed in.
See more room tips
  • Stayed September 2012, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Beanbagglos
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ben M, General Manager at Castle Green Hotel In Kendal, BW Premier Collection, responded to this review, 6 October 2012
We work tirelessly to offer the best possible service and experience to our guests and I am delighted that this is apparent during your stays with us.

We don’t claim to be perfect and in some aread we could perhaps be a little more polished in our service standards but we certainly make up for this with good old fashioned hospitality, which unfortunately these days is often hard to find!

Thank you for spreading the word!!

Ben Mayou
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Haywards Heath, United Kingdom
Level Contributor
18 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 bubbles Reviewed 29 September 2012

Stayed overnight while travelling south. Exec room very comfortable and spacious, quiet and with good views. Dinner was very well presented and beautifully cooked. Only slight disappointment was the scrambled egg at breakfast which was very watery - desperately needing some butter in the making. The croissants were pretty dry as well so they lose a star for the breakfast, which nevertheless was enjoyable. Staff all very pleasant though perhaps the bar ladies could smile a bit more...

Will stay again, certainly.

  • Stayed September 2012, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank avdow
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ben M, General Manager at Castle Green Hotel In Kendal, BW Premier Collection, responded to this review, 6 October 2012
Thank you for your constructive feedback. I have shared your comments with the relevant manager to address with their teams and I am sure when you return you will see an improvement

Ben Mayou
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Witbank
Level Contributor
27 reviews
10 hotel reviews
5 of 5 bubbles Reviewed 27 September 2012

Date of stay: 22 & 23 Sept 2012. A really nice hotel with excellent service - our compliments to Management and Staff. The room was clean, tidy and, being at the back of the hotel, nice and quiet. The hotel was extremely busy but the staff are definitely capable of coping with anything! Nothing was too much trouble. Breakfast was excellent. This is a wonderful base from which to explore the Lake District.

  • Stayed September 2012, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Adri F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ben M, General Manager at Castle Green Hotel In Kendal, BW Premier Collection, responded to this review, 6 October 2012
Many thanks for your kind words. It is very much a team effort here at Castle Green and I am pleased to see this shows through in the service delivery.

Ben Mayou
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Whitley Bay, UK
Level Contributor
38 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
5 of 5 bubbles Reviewed 25 September 2012

I've stayed here many times, but the last time I checked in I had had a long jouney.
Instead of feeling aggravated when checking in, I felt relaxed and welcomed.
I was given an upgrade because of the rewards membership I have with Best Western, but it's the best room I've ever had with ANY Best Western hotel.

I didn't want to move out!

Breakfast is also fabulous, so I'd recommend this hotel time and time again.

I can't wait to go back soon.

Room Tip: Room 144 is amazing.
See more room tips
  • Stayed September 2012, travelled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank lexylittle
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ben M, General Manager at Castle Green Hotel In Kendal, BW Premier Collection, responded to this review, 6 October 2012
All our Executive rooms are to die for although some guests have a favourite!
We do try hard to upgrade our Best Western Reward card holders but with only four Executive rooms these are often booked up well in advance….

Ben Mayou
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Chesterfield
Level Contributor
15 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
5 of 5 bubbles Reviewed 23 September 2012

I stayed here for a conference. Staff were very friendly. Room was clean and well appointed. Shower room was great. Breakfast was very nice. The gym was very good for a hotel. I would book to come back for a relaxing weekend.

  • Stayed September 2012, travelled on business
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank jethropickard
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ben M, General Manager at Castle Green Hotel In Kendal, BW Premier Collection, responded to this review, 6 October 2012
We look forward to seeing you again soon!

Ben Mayou
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hong Kong
Level Contributor
24 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
4 of 5 bubbles Reviewed 23 September 2012

I seldom travel within the UK and usually stay at Starwood properties (Sheraton, Westin, Le Meridien etc).
Sorry if it sounds pretentious but based on that my expectations were set to low for a 3 star hotel in a small town in the country (no offence meant to Kendal of course).
Arriving at the tiny railway station with no ticket office or taxi rank re-enforced this feeling.

This hotel totally changed my perceptions. The reception was very efficient and friendly AND they were actually expecting me. You have no idea how many times I have been to major hotels where they have no record of your booking.
The corridors had a sort of old creaky feel to them (but freshly decorated and well lit) but the room really made me say 'wow' Not what I expected at all. It was a standard room but recently renovated, good size, excellent lighting with light switches you can find, good quality bedding and new furnishing. Bathroom was faultless. Spotlessly clean, quality fixtures and taps that gush hot water. Best of all was a proper bath. It surprises me how many 4* properties now just have a shower. This had both.
Plenty of tea, coffee, biscuits and iron/board. One of my pet hates is expensive properties that do not have these as standard. As well as all that free wi-fi. I cannot fault the room.

The dining room was pretty bland in its decor but more than made up with the selection and quality of the food and very good service.
I am quite fussy with hotels and the whole experience pleasantly surprised me and certainly exceeded my expectations.

Room Tip: end of the corridor seems the quietest as no one will walk past your door.
See more room tips
  • Stayed September 2012, travelled on business
    • 4 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank JCBR141
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ben M, General Manager at Castle Green Hotel In Kendal, BW Premier Collection, responded to this review, 6 October 2012
We were delighted to read that we exceeded your expectations! I hope you will now consider Best Western hotels when travelling around the UK. There are 280 to choose from!

Ben Mayou
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Castle Green Hotel In Kendal, BW Premier Collection

Property: Castle Green Hotel In Kendal, BW Premier Collection
Address: Castle Green Lane, Kendal LA9 6RG, England (Formerly Castle Green Hotel In Kendal, BEST WESTERN PREMIER Collection)
Phone Number:
Region: United Kingdom > England > Cumbria > Lake District > Kendal
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Family Hotel in Kendal
#1 Romantic Hotel in Kendal
#1 Business Hotel in Kendal
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Castle Green Hotel In Kendal, BW Premier Collection 4*
Number of rooms: 99
Official Description (provided by the hotel):
Independent, family-run four star hotel situated in 14 acres of gardens & woodland, 5 miles from the M6 & 8 miles from Windermere. Extensive conference & banqueting facilities, recently refurbished 2AA Rosette restaurant, Westmorland Pub in the grounds, health & fitness club and 99 bedrooms including four executive, seven balcony and three family rooms. ... more   less 
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Also Known As:
Best Western Kendal
Hotel Castle Green Kendal
Kendal Best Western
Castle Green Hotel In Kendal, BW Premier Collection Lake District

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