We booked this hotel having read the other reviews but only needed a bed for the night, coming in late and not requiring breakfast. Our double room was dire and a health and safety risk. As we entered the building the fire door was held open by a fire extinguisher and on entering the room the catch from the window was lying on the ledge so we would have not been able to open the window in an emergency. So, the bathroom tiles in the shower were covered in mould, the bathroom shelves were rusty and someone was so desperate to escape they'd kicked a hole in the door.
The bed was made up and the room was clean. I had hoped to charge my mobile but decided not to as the socket was loose from the wall.
The rooms are separate from the pub but if I was on my own I would have agreed with Lorna. It is very intimidating for women on their own. Lots of men, lots of swearing, lots of smoking, heaven help the people who live opposite.
We were fortunate that we had the option not to stay. I was given the contact details of the owner Lisa who was not in the building on Saturday night. I spoke to her the next morning when she was quite defensive and said that it was a budget price room so we should not expect luxury. She blamed the cleaner for the state of the room and said that she had not seen it. I pointed out that the room was clean but as the owner she should realise the state of the room. She said that the fire door would have been held open for a couple of minutes despite the fact that we saw it like that for over an hour. I was told that she had had the Holroyd Arms for a year and were on a tight budget but other rooms had been refurbished. I found the conversation quite difficult as Lisa talked over me, was very defensive and did not appear to think my complaint was justified.
Lisa did ask me to send my details to her for a refund but didn't provide me with an email address. I tried both the email addresses on the website and they both bounced back. I telephoned the Holroyd Arms and spoke to Lisa again. She gave me her personal email address and accused me of shouting at her. Her personal email also bounced back.
If we had been given an apology from Lisa about the state of the room, a refund and any level of customer of customer service from Lisa I might give the Holroyd Arms a rating.
- Official Description (provided by the hotel):
- Let me introduce myself My name is Andrew and i am the new owner of the Holroyd arms,i have worked here for the previous 3 years as a manager where my hands were firmly tied behind my back where making improvements to the business were concerned. as of October 2014 i became the owner of the business and have made massive strides in making customers visits here more enjoyable,i have addressed most of the issues raised on Trip advisor and am continuing to raise the standards throughout the business,that being said some of t6he reviews placed on this site are way over the top with their critic. If you need a clean,warm and comfortable nights stay for a small budget then we are your destination choice,we are a 2 star rated business and dont claim to be anything but that,but just because of our rating it dose not mean we dont make every effort to make your stay as comfortable as possible. Unfortunately this platform is mainly used by customers who are inclined to complain,we are fully booked week after week and the percentage of complaints to non complaints is about 5% if all our happy customers were to write reviews i wouldnt need to justify myself. So please dont be put off by the old reviews on this site and see for yourselves THE HOLROYD ARMS is a pleasant B&B. ANDREW ... more less
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- Also Known As:
- Holroyd Arms Guildford, Surrey