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..
- 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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