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“Very poor service!”

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The New County Hotel
Ranked #20 of 21 Hotels in Gloucester
Level Contributor
250 reviews
51 hotel reviews
common_n_hotel_reviews_1bd8 90 helpful votes
“Very poor service!”
Reviewed 2 October 2013 via mobile

I arrived at this hotel this evening, after eight hours of travel, accompanied by three colleagues.
The lady at reception was less than welcoming and it took around 25 minutes to check in, despite the fact that we had advance bookings. One of my colleagues suggested that we had gone through a time warp and landed back in the 1960s!
The room is clean but old fashioned.
We went out for a meal and when we came back we found that the front door was locked from 11pm. One of our party had a code for the door but I warn the unsuspecting , bring a torch or you have no chance of gaining entrance. It can only get better......

  • Stayed October 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Peter D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
General M, General Manager at The New County Hotel, responded to this review, 8 October 2013
I am sorry you received a poor welcome by one of our staff at The New County. I would like to take this further so if you would email more details to me at natalie@newcountyhotelgloucester.co.uk so I can find out details and ensure the staff member is better informed and given a refresher on customer care as well as any issues they may have encountered during the checking in procedure- such as ensuring guests are fully aware of the door code. As a result of your comment we also have returned to a night porter for busier nights when a later return to the hotel is more likely. I am at least glad you found the rooms to be of a good, clean standard although we may disagree about decor! Thank you for taking the time to respond- we have at very least learned a lesson from this.
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345 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    3 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    3.5 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (111)
Date | Rating
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English first
London, United Kingdom
Level Contributor
9 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 1 October 2013

Well what to say, on spending a week here again for our historic research of Gloucester, we found that the hotel has had a change of Management again.
The hotel is pleasant, some cracks that need filling just like anywhere, but the slating this hotel has been getting on here is just wrong.
This is my second time staying here and must say I have always found the staff to be polite the hotel does not have a lift yes but it does state this so why are you moaning about stairs? The rooms are clean enough for what you want as if you want romance find a 5 star hotel and get what you will pay for. I think the hotel is good enough for the price and more than suitable.
The place is clean enough and cannot stand people who run places down when I bet they are not use to no better, it's just slander. So good job people do not take too much notice of Tripadisor's reviews.

  • Stayed September 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank sweety135
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
General M, Area Manager at The New County Hotel, responded to this review, 8 October 2013
Gloucester is an amazing place to visit! I'm glad you were able to stay with us. Thank you for your response I am so pleased we were able to provide you with a clean, comfortable base to explore all Gloucester has to offer- especially as the location is so central being in the town centre.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Taunton, United Kingdom
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 21 September 2013

On the 7th September 2013 Gloucester had it's traditional parade day celebrating the siege of Gloucester over 300 years ago. Every year the veterans of The Gloucestershire Regiment have a reunion on this day and take part in the celebrations and march through the city with other organisations. Each year the vets stayed at the New Inn Hotel (for the want of a better word) and was treated with respect by past managers/landlady/landlord and was treated to free food as the days takings from the vets were in excess of £4,000 and due to this, every year to show their appreciation to our past and present armed forces and in particular to the old county Regiment, The Glorious Glosters. Laying aside the food, this year the veterans were treated with disrespect and were disregarded by the present landlady as irrelevant. The New County staff on this day made our members who stayed there feel very welcomed and they could not do enough for them, the hotel is outstanding and the food was 2nd to none and this will reflect in next years attendance in so much as I believe they will be full to the brim! As for the New Inn we would suggest that people would look the fracard of the landlady, of which she is very good at!

Room Tip: All, bare in mind that this Hotel is on the main street through the town so a little noise (at times...
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  • Stayed September 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank paul w
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
General M, Area Manager at The New County Hotel, responded to this review, 27 September 2013
Thank you so much for taking the time to write a review- it is lovely to read an example from all the times the system goes right rather than just when it goes wrong! I am delighted that you had a pleasant stay with us at The New County. We very much look forward to welcoming you next year and any other time you stay with us in Gloucester.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 18 September 2013

In a word: poor. A tiny single room facing onto the street with traditional single glazed windows that equates to noise, noise, noise. Not to mention paper thin walls between the rooms that allow you to hear every conversation quite clearly. Topped off by a receptionist with a rotten attitude obviously wanting to be somewhere else. Please shut down and do any future unsuspecting Customers a favour.

  • Stayed October 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Jeff T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

Travellers are raving about these Gloucester hotels

1 review
Reviewed 18 September 2013 via mobile

I totally disagree with the bad reviews, my personal experience with this place is quite the opposite I thought the rooms were very clean and freshly made and the customer service was absaluty outstanding and the staff were delightful I highly recommend thus place to anyone staying in Gloucester

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Smithy2712
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cambridge, United Kingdom
Level Contributor
12 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 18 September 2013

Was a bit wary having seen the negative reports here, but can't see what the fuss is about. Myself & 11 others were in Gloucester for 3 nights as a base for a walking weekend & we all came away having enjoyed our stay.There were a couple of glitches but they were soon sorted out. I can see that in summer it would get pretty hot in the rooms, but as it was a cool weekend, then no problem for us. We all ate here one night which was pleasant & had a good breakfast every morning. My only gripe personally was the beer in the bar - the John Smiths wasn't great, but there are plenty of nice pubs nearby (the New Inn & Cafe Rene) so we just drank elsewhere.
I would happily stay here again.

  • Stayed September 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Paul E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reading, United Kingdom
Level Contributor
35 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
Reviewed 11 September 2013 via mobile

We stayed here on the 7th September 2013, mainly because gloucester was so busy and everywhere was booked up!
We can see why this place wasn't!
On arrival we checked in, which took ages, and was then asked for photo id as they can't let you stay unless they get photo id, bizarre seeing we were stood right in front of him!!!!
We walked up to our room, past the aircon unit at the bottom of the stairs which was pumping the hot air all up the stairway, which was unbearable to walk in while carrying a heavy case.
We got to our room and literally dumped our stuff and went out, as we were running late for a Birthday Party.
Throughout the night we were awoken by the toilet which kept constantly running water into the bowl!
In the morning we went to have a shower, and as the pics will show we have never seen such a vile shower curtain in our life!
Have these people not heard of cleaning?
The carpets were filthy, mirrors filthy the room was just dirty!
It's a family room yet its very small so hardly enough room for a double and single bed.
After a wash rather than a shower I went to make a cup of tea, no tea bags, so thought I'd pop the kettle on and go ask for some.....the kettle didnt work!
Asked for a refund, no such luck! All we were offered was another nights stay for free, and a cold cup of tea!
All in all, while we can't fault the staff, we just can't understand how a hotel could let its rooms get so dirty.
It really is vile!!!!

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank The K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The New County Hotel

Property: The New County Hotel
Address: 44 Southgate Street, Gloucester GL1 2DR, England
Region: United Kingdom > England > Cotswolds > Gloucester
Amenities:
Bar / Lounge Business Centre with Internet Access Free High Speed Internet ( WiFi ) Restaurant Room Service
Hotel Style:
Ranked #20 of 21 Hotels in Gloucester
Price Range (Based on Average Rates): £
Hotel Class:3 star — The New County Hotel 3*
Number of rooms: 39
Official Description (provided by the hotel):
The New County hotel is a traditional building, that has been refurbished to a high standard modern interior. It is situated in the heart of Gloucester City, easily reached by the M5 and rail station is only 5 minutes away from the hotel. Relax in our chic restaurant offering modern cuisine, using fresh local produce. Celebrate in style in our magnificent ballroom. Do business in our conference & banqueting suites. Enjoy the quality experience. ... more   less 
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Also Known As:
Gloucester Best Western
New County Hotel Gloucester
The New County Hotel Gloucester, Gloucestershire

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