My Husband and I used to stay at New Hall long before it was a Hand Picked Hotel. We did our courting in Birmingham and as a small treat my Husband booked an Executive Room at New Hall on Saturday 11th September, we arrived before check in at 3.00pm and were greeted warmly and given an envelope and the key to room 2. It is a large room, right next to reception but it is a disabled room and there is no bath. Part of a relaxing hotel stay is a long soak! We went back to reception and our room was changed to room 29 a very small room and later on we found out that it was a Classic room and not an Executive Room as booked, were they hoping we would not notice the difference between what we booked and what we were given? Apparently nothing could be done because we were the last to check in for an Executive Room and there were none left. Meanwhile my Husband checked the receipts he had been given and there were 2 credit card receipts, one for £140 and one for £152.88 – we had been charged twice. Back at reception and Megan, the Head Receptionist, said that the error had already been noticed and credited – this was only explained to us after we queried it! So where was the credited credit card receipt? Locked in accounts and could not be accessed until Monday! The mistake had been noticed prior to our arrival but we were just handed the envelope, no explanation and no apology from Megan.
Back to the problem with paying for an Executive room and none being available. We waited at reception for over 30 minutes being told by a junior receptionist that our room was being sorted out. Megan never appeared again. Eventually the Duty Manager, Simon Lee, arrived and explained all his problems. We knew the problems but quite frankly wanted a solution as we were now running late for a function we were attending. Simon said he could not change the room situation – room 2 or 29, he could “knock breakfast off the bill or do something at supper that we had booked for later, perhaps the wine.” After listening to all his various problems I suggested the food element of supper could be offered, Simon agreed and we went to our room. Simon promised us the problem with the double charge had been sorted out and at some stage we would get some communication about this.
Later that evening we arrived for supper and stood at the bar/bookings area. The staff rushed around and 4 members of staff completely ignored us. We said “excuse me” to 2 members of staff who just looked at us and walked past! Eventually we were noticed and shown to our table. Simon Lee came and said hello, I think because the wine we ordered was not available and not because of previous problems. Later on we saw Simon again as he was clearing tables on the outside terrace. Making conversation I said ‘it would be nice if they had outdoor heaters for cigar smokers.’ Simon was incredibly rude at this point saying ‘that the hotel did not need or support smoking.’ I asked if it did not help port and brandy sales to accommodate cigar smokers outside – the reply was a very curt ‘our port and brandy sales are already excellent.’ How they could be excellent when we were not even offered coffee and port at the end of the meal is a mystery to us.
Unfortunately the morning paper we ordered was not delivered to our room and when checking out I mentioned this and the receptionist shrugged her shoulders. We were asked if out stay had been good and we replied honestly, the problems with the room had spoilt the occasion, the receptionist really did not care. Simon Lee then appeared and gave us his email address in case we did not hear anything from the hotel regarding the mess over the double charging. I expected that the credit would have been posted first thing on Monday with an apology from the Manager but like the rest of our stay, once again, New Hall fell very short of our expectations. A beautiful hotel set in beautiful surroundings but service falls far short of a luxury hotel.
I wrote to Head Office detailing the above as I felt it unfair to post such a negative review as every business can have a 'one off' bad day. However, I started to realise that the attitude of the Group is reflected down to the hotel. I received an unsigned letter from the Customer Relations Manager advising that "We will be looking into the issues you raise and a reply will be with you shortly." Nearly 2 weeks later having heard nothing , I sent another letter asking the CEO to have the courtesy to reply.
2 days later and a signed letter from the Customer Relations Manager stating that the "new Deputy General Manager has been in contact with you." His unsigned letter arrived the same day even though it had been typed a week earlier! (Obviously only sent when chased by Head Office.) His letter is very apologetic but fails to address several key points and the fact that he can't even be bothered to sign it speaks volumes.
Their final insult is to recompense us for our ruined stay by offering 25% off a room plus an upgrade...........if available. Sorry but we just wanted someone to listen and act on the problems we had experienced, we were not asking for any form of compensation but at the same time we don't intend to spend any more money with Hand Picked Hotels because when there is a problem even Head Office can't be bothered to investigate, take an interest or follow up.
- Official Description (provided by the hotel):
- Lying within 26 acres of mature, elegant grounds this 60 bedroom historic country house hotel is widely reputed to be the oldest inhabited, moated manor house in England. Sympathetic renovation has provided up-to-the-minute facilities whilst retaining most of its medieval charm and character. Public areas with their fine panelling and mullioned stained-glass windows create a unique historical ambiance; the magnificent Great Chamber is particularly impressive indeed. ... more less
- Reservation Options:
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- Also Known As:
- New Hall Hotel And Spa
- Hotel New Hall
- New Hall Hotel Sutton Coldfield
- New Hall Sutton Coldfield
- New Hall Hotel & Spa Sutton Coldfield, West Midlands