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“Waitress let the side down”
Review of Borough Arms Hotel

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Borough Arms Hotel
Certificate of Excellence
Reviewed 18 June 2014

My husband and I have had two visits to The Borough Arms Hotel once in May and the other at the beginning of June with friends this time to whom we recommended the hotel. Their son is an actor and was appearing at the New Vic Theatre in Newcastle and the Hotel is within walking distance which was a great advantage to us.
The 1st visit when we arrived and parked in the car park at the rear of the Hotel and used the rear entrance we were wondering if we had made the right choice as the exterior looked very shabby. However not to judge the book by it's cover we went in. The Receptionist was very welcoming we booked through Trivago with room only and breakfast if required was £5 extra. The Receptionist allocated us a room on the 2nd floor which was reached by a couple of narrow staircases and the room was not very nice. As I have a problem with my legs I knew for the 3 days we would be there I would struggle. My husband asked if we could be moved to a lower ground floor room and they were very obliging coming all the way upstairs and carried our luggage to the new room they were very kind and said to us to ask if we needed anything further. The new room was basic but really spotless everywhere. The pillows although there were 2 each were rather flat and we asked could we possibly have 2 more within 5 minutes they arrived which was really good! Right through our stay all the staff were lovely and great customer service always ready to chat to see how we were enjoying our stay. Good value for money!

The 2nd visit I booked direct to the hotel instead of going through Trivago i said this was our 2nd visit and they gave us the rooms at the same price but including breakfast this time within the price. This visit they put us in the annexe giving us and our friends rooms next to each other and no stairs to climb brilliant! The rooms were fine everything you needed and again spotlessly clean. We received great service and one of the Manager's recognised us from our last visit and thanked us for returning. Then it went downhill when we went in for breakfast the next morning. Breakfast is served during the week between 7 am to 9 am we went into the Restaurant at 8.45. One of our friends needed the bathroom so the three of us went ahead and he would follow. The waitress came up to us and rather abruptly said "there should be 4 of you" we explained that the other person would arrive in a few minutes. We were the only ones in the room and her attitude was a disgrace I think she thought she would be able to finish early until we arrived!! but all said and done we did arrive well before 9 am. She took our orders without a smile, thank you or eye contact. We asked for coffee and tea when she brought this to the table the coffee pot was small only enough for 2 people and as there were 3 of us having coffee I asked could we have another pot she said she would when we had finished the one on the table her attitude was nasty. We felt she was hovering over us willing us to finish we were hardly out of our seats to go and she started to clear the table in a rushed manor. Her attitude didn't get any better the following morning when she took our orders she was miserable, abrupt and made us feel very uncomfortable as if we were intruding. When we left we gave a thank you but she just ignored us. Such a shame when everyone else was great such a shame she let the side down. That is why I gave a 4 rating. Would stay again in the future I just hope the attitude in the Restaurant is addressed as I said everything else was fine..

  • Stayed: May 2014, travelled with friends
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1  Thank davpet
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BoroughArmsHotel, Operations Manager at Borough Arms Hotel, responded to this reviewResponded 10 July 2014

May I firstly thank you for your recent stay at The Borough Arms hotel and for taking the time to compile a review.

Positive and negative feedback is always welcomed as it helps us understand what we are doing well and the things we need to review and focus on.

I am really disappointed to hear that our usual high standards of customer service were not met during your breakfast service and I would like to assure you that the issues raised in your review have been addressed with the staff member concerned.

It is however good to know that this was an isolated event and throughout your stay all the remaining members of staff and management were lovely, provided great customer service and were always ready to chat to see how you were enjoying your stay.

I am also glad to hear that all your rooms were spotlessly clean as this is something our housekeeping team take great pride in.

I do hope i have the pleasure of welcoming you back for another stay in the near future.

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314 - 320 of 547 reviews

Reviewed 16 June 2014

The Borough Arms pulled out all the stops and have myself and my husband an absolutely amazing wedding. Everything was perfect :) the staff were so helpful and friendly. The function rooms were set up perfectly and the honeymoon suite was amazing!
The welcome package we received was so lovely and finished our perfect day off with and even bigger smiles.
Thank you all so much for making our special day even more memorable :) xxx
Rachel Donaldson

  • Stayed: June 2014
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Thank Raggybum
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BoroughArmsHotel, Operations Manager at Borough Arms Hotel, responded to this reviewResponded 10 July 2014

I would like to thank you for choosing the Borough Arms hotel for your wedding day celebrations and for taking the time to compile a review.

I am delighted that you found all our staff so helpful and friendly as we all take great pride in offering our guests an excellent service.

I am happy to know that we were able to make your special day even more memorable and would like to wish you all the best for your future together.

I hope to have the pleasure of welcoming you back to our hotel for many more special events in the future.

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Reviewed 4 June 2014

We held our wedding reception for 40 guests at dinner and 80 guests in the evening. Food and service were excellent , thank you Mr A R Sheikh and all staff for making sure our day was really special. Everyone that came said they had a great time and that the food was excellent .

  • Stayed: May 2014, travelled with family
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Thank martin c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BoroughArmsHotel, Operations Manager at Borough Arms Hotel, responded to this reviewResponded 10 July 2014

I would like to thank you for choosing the Borough Arms hotel for such a special occassion and for taking the time to compile a review.

t's great to get positive feedback about the hotel, especially the staff who go out of their way to make the business what it is.

Hearing that your guests had a great time is good news and your comments regarding the food and service provided are very encouraging.

The service we provide is something we take great pride in here at the hotel and to hear that we are getting it right is very encouraging.

I will ensure that i pass on your kind words to all the staff involved in helping make your day so special and i hope i have the pleasure of welcoming you back to the hotel for many more happy occasions in the future.

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Reviewed 2 June 2014

i recently had my 50th Birthday celebration at the Ostler Restaurant, and had to write to say a big thank you to the staff for a fabulous meal and for making my night wonderful. All of my 25 guests thoroughly enjoyed it and the staff could not do enough i.e decorating the tables, cutting the cake and providing a lovely cake stand. I would definitely use the Borough again for a family celebration.in the future. Kay B

  • Stayed: May 2014, travelled with family
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Thank 199hb2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BoroughArmsHotel, Operations Manager at Borough Arms Hotel, responded to this reviewResponded 10 July 2014

I would like to thank you for choosing the Borough Arms hotel for your 50th birthday celebrations and for taking the time to compile a review.

I am delighted that you found all our staff helpful and they helped to provide you and your guests with a memorable evening.

I am also happy to hear that our freshly prepared menu catered to all your guests needs and was thoroughly enjoyed by all.

Personal recommendation is the highest form of praise and I will ensure that I pass on your kind words to all the staff involved in making your celebrations so enjoyable.

I look forward to welcoming you and your family back to the hotel for many more celebrations in the future.

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Reviewed 2 June 2014

Birthday Party for myself and forty guests at the Borough was excelent. Food and service was really brilliant, thank you to Mr. A R Sheikh and his staff. A great time was had by all. After speaking to many who attended, everyone agreed it was a great party!

  • Stayed: June 2014, travelled with family
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1  Thank John H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BoroughArmsHotel, Operations Manager at Borough Arms Hotel, responded to this reviewResponded 10 July 2014

I would like to thank you for choosing the Borough Arms hotel for your 70th birthday party and for taking the time to compile a review.

I am delighted that you found the food and our staff to be brilliant, we all take great pride in offering our guests an excellent service and it is nice to hear that we are meeting our own high standards.

I am also happy to hear that all of your guests agreed that it was such an enjoyable party.

I look forward to welcoming you and your family back to the hotel for many more celebrations in the future.

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Reviewed 31 May 2014

I booked this room last-minute over the phone for a night and I was pleasantly surprised!!
Great location, good prices and very very helpful staff, even in the middle of the night!!
The rooms are spacious and clean!
Very comfortable bed, I asked reception for a wake-up call to make sure I'd get up.
I had a room facing King street, but it wasn't loud at all.
The internet connection is very fast so I could work on my computer, very impressed!
I will be visiting Borough Arms Hotel again soon. Highly recommend!

  • Stayed: May 2014, travelled on business
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1  Thank Penelope V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BoroughArmsHotel, Operations Manager at Borough Arms Hotel, responded to this reviewResponded 12 June 2014

I would like to thank you for your recent stay at The Borough Arms hotel and for taking the time to compile a review.

The service we provide is something we take great pride in here at the hotel and to hear that we are getting it right is very encouraging, it's great to get positive feedback, especially about the staff who go out of their way to help every customer.

Hearing that the rooms were clean and spacious is great news and your comments regarding the speed of our free Wi-Fi are appreciated.

I hope to welcome you back to our hotel very soon.

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Reviewed 31 May 2014

we booked the hotel on spec on our way to wales and was very surprised at the service we received although they had two weddings on they still made us feel welcome the evening meal was very nice and the full English breakfast was lovely, and the price was even better. a nice touch was a birthday card from management & staff.

Room Tip: we were in the annexe which we didn't like to much as it was a smoking room and we don't smo...
See more room tips
  • Stayed: May 2014, travelled with family
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Thank susan g
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BoroughArmsHotel, Operations Manager at Borough Arms Hotel, responded to this reviewResponded 12 June 2014

May I firstly thank you for your recent stay at The Borough Arms hotel and for taking the time to compile a review.

We take pride in offering our guests an excellent service and an enjoyable stay and I am glad to hear that we were able to accomodate you both and that you had an extremely happy and comfortable stay with us.

It is also nice to know that you enjoyed one of our excellent breakfasts and you feel we offer excellent value for money.

It is unfortunate that the only room that we could accomodate you in was a smoking room on this occassion due to the functions that were being hosted but I hope i have the pleasure of welcoming you back to the hotel the next time you are in the area when i am sure our staff will undoubtably endeavour to allocate you a non-smoking room.

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Additional Information about Borough Arms Hotel

Address: 26 King Street, Newcastle-under-Lyme ST5 1HX, England
Region: United Kingdom > England > Staffordshire > Newcastle-under-Lyme
Amenities:
Bar / Lounge Free Parking Restaurant Room Service Suites
Hotel Style:
Ranked #1 of 5 Hotels in Newcastle-under-Lyme
Price Range: £49 - £83 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Borough Arms Hotel 3*
Number of rooms: 40
Official Description (provided by the hotel):
The Borough Arms Hotel and Restaurant is one of the oldest established hotels in the Newcastle-under-Lyme and Stoke-on-Trent areas, with history dating back to 1783. The hotel is very much of the style associated with a traditional English town centre coaching inn, yet has been sensitively and subtly refined to offer the comfort and modern standards demanded by today's visitors. Independently owned and managed, the hotel retains many period features and takes great pride in offering a very personal service. As a valued guest, you may be confident that we will do our utmost to ensure your comfort, whether you are staying in one of our 40 centrally heated, en-suite rooms, visiting us for a meal in the restaurant, or using our conference and banqueting facilities. ... more   less 
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