We visited for a joint family celebration lunch in private dining. The one and only thing I stressed was getting the welcome sheet greeting right, it being a celebration for both a 21st and 50th birthday (not a lot to ask I feel of a hotel like this) – and they managed to get it wrong. My sons name was missing from the sheet altogether – you can imagine how I felt given it was the only request I had made. Even our guests commented on the fact that my son's name wasn't displayed when they arrived.
I decided to go to the private room to place some decorations only to find that it was set for 14 not 12 as booked. It was cold and as if we were not expected – and reception couldn't find our booking. I really expected better of Lumley Castle, having enjoyed outstanding service and hospitality only 2 years ago for my 50th birthday.
The Duty Manager realised all was not well and did his best to rescue the situation. The meal was pleasant if not outstanding, and having singers was a thoughtful touch, although right as the main courses were being served was dreadful timing, obviously. Someone hadn’t used their brains it would seem. To put the ‘perfect end to the perfect day’ as we left that evening, I was given the amended welcome sheet that had replaced the original, and it had indeed been amended to include my sons name but the spelling was wrong – again something I pointed out in advance.
Shoddy customer care like this is more Novotel than Lumley Castle and for these reasons we are unlikely to be returning and in future will probably go to a venue that values our business and pays attention to the small details.
No ordinary hotel – but very ordinary service. I wish my trip adviser review could match others experiences.
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- Also Known As:
- Lumley Castle Durham
- Hotel Lumley Castle
- Castle Lumley
- Castle Hotel Lumley