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Jane H

What a find!

Review of Toll House Inn
5.0 of 5 bubblesReviewed 5 Apr 2024
What a fab find! Super rooms relaxing decor , good shower, not too hot nor too cold , a great tea n coffee tray and option of fresh milk- Downstairs to the bar /dining room with the added bonus of local beer and good food .. best bit .. warm welcome from super helpful staff .. ps try the frickles!
Date of stay: April 2024
Trip type: Travelled as a couple
5.0 of 5 bubblesValue
5.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
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Reviewed 30 January 2024

Room 14 at the Toll House Inn is an average room with a small 'double' bed and an uninspired view of the local Sainsbury's and cycle shop across the main road. It does have wonderfully fluffy pillows though and the shower room is a good size. I might have given it an average rating if it wasn't for the management at the Inn spoiling our stay there. The pillows didn't soften that blow.
5 months back, as a birthday present, my partner got a night's stay at Toll House and a gift voucher for a meal at their restaurant. After our lovely meal when we presented this voucher, in the form of an email receipt from Daniel Thwaites (who own the place), the deputy manager Olivia, told us it was no good as it didn't have a QR code in it. In the polite to and fro that followed, it became apparent that we were one email short of a gift voucher. And even though our email/ receipt of payment clearly acknowledged the purchase of said voucher, the DM would not accept it without a QR code and nor could she leave our tab open. And so we would just have to pay again and take it up with their head office later.
When we suggested that they should be the ones to take it up with their head office, Olivia said she couldn't get through to them till Monday (this was Saturday). On the bright side, she added that the head office people “who are really nice” might even issue us a new voucher to use at one of their other Inns, the closest of which is 40 miles from where we live. Lucky as that made us feel, we were not keen to drive around the country with vouchers from Daniel Thwaites which had, so far, failed to work one hundred percent of the time.
Anyhow, with Olivia's firm stance and the Manager's studious avoidance of eye contact the entire time, it became clear that no one at Toll House Inn was going to take responsibility for their wayward vouchers. So we paid the bill again and feeling roughly used, continued with our weekend of walking.
Monday lunchtime was slotted as the day to tackle Head Office and ask for our money back. So my partner phones them, explains the situation and is told to wait for a call back. An hour later and 5 months after the event he receives an email gift voucher from Daniel Thwaites wishing him a very Happy Birthday! This time there's a QR code in it.

Date of stay: January 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank Circefied
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
TOLL HOUSE, Guest Services / Front Office at Toll House Inn, responded to this reviewResponded 2 February 2024

What a bizarre review this is!
Glossing over your rather odd issues with the ‘average room’ and ‘double’ bed (you booked a standard double room, so not sure what part of this didn’t meet your expectations?) and the view (what view were you expecting to have from a city centre hotel?) I have to take issue with the rest of your comments.
Firstly, you didn’t ‘present the voucher’, you presented a receipt. We quite clearly can’t accept a receipt in place of a gift card, because the gift card would still be valid, and people would essentially be able to use it twice.
Secondly, as general manager I didn’t intervene in the conversation because Olivia is an incredibly competent deputy manager, who was doing a wonderful job of (very patiently) explaining to you that whilst the issue wasn’t anything to do with us at Toll House directly (because the voucher had been purchased online), she would do what she could to help. It’s worth noting at this point that this was a very busy Saturday night and Olivia spent close to half an hour with you talking through the issue.
Thirdly, in yet further evidence of Olivia’s great customer service, rather than just leaving you to sort the issue out with the lovely people at Thwaites’ head office on the Monday, she emailed them to explain the situation and then followed this up with a call to them Monday first thing, to make sure the problem was being sorted.
From here, she then called your partner whose name the room was booked under (there’s no way he wrote this review) and explained that the issue had been sorted, the gift card number had been located and she took details to provide a refund. He was very grateful to her for sorting the issue so quickly.
So, despite you arriving for your stay with no voucher, Olivia kindly dealt with the issue in such an efficient manner that it had all been sorted, voucher found, and money refunded less than 48 hours after it first became apparent you didn’t have the voucher with you – and all despite it being a weekend. Absolutely first-rate customer service.
It’s very disappointing to note that you posted this review after the issue had been resolved on the Monday, yet make no mention of the fact that between our head office team and Olivia they sorted this issue for you in double quick time, with the minimum of fuss. If you’d like to issue an apology to Olivia, then you can do so via the email address on our website.
Best regards,
Joe Ruddock
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 January 2024

Lovely small Hotel/Bar/Restaurant. We visited NYE for a quiet night away as just 2 of us. Great position and 5 mins to centre of lovely Lancaster. We had breakfast there and one of best cooked to order Breakfasts we've had in any hotel. All staff lovely and efficient. Hotel and bar were soooo quiet NYE was amazing. We thought it'd be packed. Room was small but perfectly formed. Loads of attention to detail and very comfy bed. All hotel was spotless and really pleasant. Book early and you'll get one of the 3 parking spaces available. Otherwise it's £12 in the car park across the road which is dead handy. Some great real ale pubs nearby, John O'Gaunt, White Cross and Water Witch across the canal. We will definitely return at the right price.

Room tip: Get that car parking space booked early.
Date of stay: December 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank Chris D
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 1 January 2024

The Toll House Inn has to be one of the best places I`ve stayed at for the money.

We stayed inbetween Christmas and New Year for a couple of days in one of the family rooms ( 16 ).

Apart from the actual building being beautiful inside, the staff are what make the Toll House Inn such a place to stay at, as nothing is too much trouble for them and that makes for a really enjoyable stay.

It`s hard to describe how beautiful and grand the dining / bar area is, as you`d have to see it for yourself, but the blend of old and new decor and furnishings is stunning. A lot of places would`ve ripped all the old stuff out and gone for ultra modern, but in an old buidling.

Our room was really comfortable and modern, with everything you could need - tea, coffee, hot chocolate etc and some little nice touches, like being given milk in a little cooler flask, so it remains cold and fresh over night, rather than having to use tepid sachets. The heating was by means of a self operated electric blow heater, which meant you could control the heating, rather than relying on the hotel central heating.
Despite being at the junction of the main road into Lancaster, there was virtually no road noise, which is testimony to the quality of secondary glazing.

Breakfast is varied and very good and we had one evening meal in the beautiful dining / bar area. The food / service was very good and I can see why it gets so packed of an evening.

Another big plus was the range of well kept Thwaites ales on offer and if you fancy a few beers or something to eat outside of the hotel, Lancaster centre is about 2 mins walk away too.

It`s a massive 10/10 from us and 100% we`d stay here again.

* There are only 5 parking spaces at the back of the hotel, which can be booked in advance for £5 a night, otherwise it`s the NCP car park just down the road.

Room tip: 100% book a table at the weekend, as it gets very busy.
Date of stay: December 2023
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank BearandMoon74
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 30 December 2023

We returned to the Toll House for three lunches during our stay in Lancaster between Christmas and New Year. We have dined at this Inn intermittently for a few years now and always had a really good experience. This is especially important since my wife is coeliac and relies on a good knowledge and attention to gluten free requirements. They have never let us down. She says that it is great to feel like a normal human with a decent choice of meals and really good food. For my own part I have no cause to complain: tasty meals and generous portions (too generous for my appetite to be fair!)

The staff were welcoming, friendly and quick to help out with GF menus and guidance. The food and service were spot on in a venue that is attractive and atmospheric. It was enjoyable to see a cross-section of fellow guests settle in to enjoy drinks and food, be they snacks, cocktails, an afternoon tea or a full meal during the early afternoon in this spacious restaurant.

It's by no means the cheapest of places to dine in Lancaster, but the quality of food is really good. My wife enjoys her fresh dry white wines, which were good albeit rather pricey. A small selection of well-kept ales can be found at the bar too.

Definitely worth a try, particularly if you need gluten free fare. I feel certain we will be back in 2024. Thank you to the team.

Room tip: In our experience lunchtimes don't necessarily need a booking (though it's a good idea to check) but evenings will get busy so best to book.
Date of stay: December 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank ESP2006
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 20 December 2023

Went for for a goodbye meal with colleagues as someone is leaving. My meal was absolutely delicious (char roasted butternut squash with tempura broccoli). Blue light discount is an added bonus.
Would definitely visit again 😊

Date of stay: December 2023
  • Trip type: Travelled with friends
    • Value
    • Location
    • Service
Thank Relax43627322706
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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