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“Wow”

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Lumley Castle Hotel
Ranked #5 of 19 Hotels in Durham
Certificate of Excellence
yorkshire
Level Contributor
94 reviews
60 hotel reviews
common_n_hotel_reviews_1bd8 67 helpful votes
“Wow”
Reviewed 5 January 2014

I stayed here on business due a deal. What a lucky choice, It has old world charm with a tasteful modern touch. My room was in an annex, the room was fitted out with some chamming pieces of furniture. The bathroom was as equally will fitted out. There is wifi through out the hotel, which is very handy. The food in the Black Knight restaurant was excellent and reasonably priced. Breakfast was also served in there and was as equally as good.
I would stay again and recommend this hotel.

Room Tip: Look out for the deals on line
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  • Stayed September 2013, travelled on business
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    • Service
Helpful?
Thank Daveykbrown
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
Kent, United Kingdom
Level Contributor
32 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 4 January 2014

We booked a stay here as an 80th birthday treat for my mother, unfortunately we were really disappointed. This hotels first business seems to be as a wedding venue,possibly they are great at that, but you can expect poor service if you are regular guests.
We arrived after a day of driving at 3pm. First problem was that my mother who is a disabled badge holder was unable to park her car as there were wedding vehicles parked in the disabled car park spaces. Despite complaining to both reception and to the duty manager nothing was done about this. It would have been easy to ask hem to move, but clearly not upsetting a wedding party is far more important than a disabled guest!
So already riled we attempted to check in, but were told that due to a wedding yesterday and today they had not been able to turn the rooms around quick enough (despite their checkout time being 11am and their checkin time being 3pm). They handled this really badly. reception could not tell us how long the wait would be, nor did they offer us a complimentary cup of tea, we were just told to wait. Had we been told the room will be ready at 4 and please have a drink whilst you are waiting we probably would have been appeased. By 3.45 we were so annoyed that we asked to speak to the duty manager. He informed us our room would be ready in approx 20 mins (the hotel charges if you are more than an hour late checking out, but interestingly does not offer similar compensation in reverse!) as an alternative he offered us a room which he told us would be smaller but of the same grade. We took this as we were so desperate to get into a room. We wished we hadn't.
Perhaps because they weren't intending to let this room the radiator had been turned off and this being a castle it took until late evening for the room to heat up.
The internet was not working, and it took 3 phone calls to reception to ascertain this. Apparently their IT guys were working on it, but it didn't work all night.
We had dinner in the restaurant which went someway to making us feel better, though whilst this was a good meal, I wouldn't say it was great.
We came back to a note saying that as the hotel was busy they suggested we have breakfast at 7.45-8.30. This presented us with a real quandry as my mother needs to take medication with food at 9.30 but equally she would be unable to queue so we were forced to opt for an early start. We shouldn't have bothered. Cold toast, warm juice, burnt pastries and over cooked eggs!
To cap it all when we checked out they tried to charge us for the dinner that was included in our rate!!
Let's hope we can find a better present for her 81st, it couldn't be worse.

  • Stayed December 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Leisurelady69
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Blyth, United Kingdom
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 3 January 2014

Stayed here on the 30th of December after my boyfriend bought a KGB deal. Our room was totally amazing really nice. The castle was beautiful lit up at night it was magical. We had a meal in the Black knight restaurant and it was the nicest meal I have ever had, we had the venison and it was incredible. The staff and waiters could not have been more kind or helpful, everything was brilliant. All of this in addition to the fact my boyfriend proposed to me made the experience unforgettable!! We are looking to have our wedding here.

  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Helpful?
Thank Christine H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cumbria
Level Contributor
29 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 2 January 2014

Stayed over for one night. We stayed in the Courtyard which had no heating. However the staff responded quickly to provide a heater. The castle looks tired and in places shabby. Breakfast was fine, toast cold but service slow. Would not stay again and felt a little cheated that we did not stay in the castle.

  • Stayed September 2013, travelled as a couple
    • Value
    • Location
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Helpful?
1 Thank Serendipity47
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Halifax, United Kingdom
Level Contributor
193 reviews
51 hotel reviews
common_n_hotel_reviews_1bd8 90 helpful votes
Reviewed 2 January 2014

I stayed at Lumley Castle on New Year's Eve with friends and family. All in all it was a lovely couple of days, but not quite up to the standard I was expecting.

We were greeted warmly upon arrival with a glass of mulled wine, a nice touch, and we were helped to our rooms with luggage. The reception staff were most helpful at all times.

Our room was lovely, with a four poster bed, but it was very dark with no option for improved lighting at all. Although the bathroom was warm and cosy, the lighting was terrible. I was hardly able to see in the mirror to shave, it was so poor.

Perhaps because so many people were at the hotel at one time, our water was not hot enough when getting ready for the evening, our shower was luke warm, at best. (It was fine the following day)

The place is lovely and the Christmas decorations were exceptional. The lighting made for a magical scene throughout the castle.

The NYE meal was okay, but not as good as I'd hoped for. The breakfast was very good.

When I reflect on it, the element that lets down this beautiful setting is the lack of attentiveness to customer service. Many of the staff were quite flippant and the smile and warm touches were missing. At our first drink in the Library Bar the staff were very dismissive but clearly having a laugh amongst themselves. It is sometimes hard to describe the way you might be treat which makes all the difference, but all I can say is many of the staff need to understand what it takes to complete a pleasing experience for a customer. Sometimes the right thing can be said, but without sincerity. And this was not limited to a few people.

On the plus side there are some nice walks directly from the castle and the location is only minutes away from the main A1.

I'm afraid to say this was not somewhere I would rush back to. But - it has so much potential. A massive dose of customer service would make all the difference.

Room Tip: We had a room out in an external courtyard, which was fine, but if you want to be in the castle itse...
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  • Stayed January 2014, travelled with family
    • Value
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Helpful?
1 Thank Nigel C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Miami, Florida
Level Contributor
21 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed 1 January 2014

Stayed here for 6 days. The castle itself is a pretty location and relatively convenient to both Durham and Newcastle. The grounds are well kept and very attractive. That's where the positives end.

1) Regarding the rooms, some are a little small, and if you are there in the winter, you may have some trouble finding space for bulkier, heavier clothing. The lighting is very limited too. Room 51, while spacious and very nice is directly above the ballroom. Unless you want to party with out-of-pitch but very loud music until 1AM nightly, ask for another room. The ones in the courtyard are quieter, though they have minimal ventilation and can get quite stuffy.

2) My biggest quarrel with this place is with the service. Whoever built this castle would have drawn and quartered the staff who work there now. Several examples:
a. Stag night had drawn on until 11PM. We wanted to get some food before drinking more, so we tried to order from the room service menu, but they close at an obscenely early 9PM. So we went to ask at the desk for recommendations for take out near the hotel. When asked if he had any recommendations, Ken answered "no". Seriously? Thankfully my iPhone is more polite and found me some great pizza.
b. Bar service is spotty at best. One barman didn't know what Grand Marnier is. Selection is very limited, as is the food menu.
c. The restaurant staff are completely incompetent and incapable of following directions. After being explicitly instructed on how to split a check a whopping 2 ways, they got it completely wrong. Incompetence at its height. After being informed of this, it was worse than pulling teeth to get them to correct it. They were extremely rude about the situation and attempted to blame me.

The only redeeming element of this stay was the family time. Would much rather have it somewhere else.

Room Tip: Get a room somewhere other than Lumley castle.
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  • Stayed December 2013, travelled with family
    • Value
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Helpful?
1 Thank jimmyflip
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Preston, United Kingdom
Level Contributor
106 reviews
52 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
Reviewed 1 January 2014

We stayed here for 1 night with my mother in law who was celebrating a birthday . We arrived at 15.40 to be told both our rooms were not ready . When we asked why we were told that other guests had late check out ( they charge £10 an hour for this ) and they couldn't tell us when the rooms would be ready ( " I am not in charge of housekeeping " we were told by the receptionist ) . My mother in law finally got her room but not us so we asked to see the manager . He was polite but basically said we would have to wait - he then offered us a room that obviously no one else wanted , it was very small and cramped and the heating had been turned off .We ate in the restaurant which was ok , and had breakfast which was terrible . We found most of the staff rather surely and unhelpful and couldn't wait to leave - not much of a treat for any of us .

Room Tip: Stay somewhere else
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  • Stayed December 2013, travelled with family
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Daniel H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Lumley Castle Hotel

Property: Lumley Castle Hotel
Address: Chester-Le-Street, Durham DH3 4NX, England
Region: United Kingdom > England > Durham > Durham
Amenities:
Business Centre with Internet Access Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Wheelchair access
Hotel Style:
#2 Luxury Hotel in Durham
#5 Romantic Hotel in Durham
#5 Family Hotel in Durham
#7 Business Hotel in Durham
Price Range (Based on Average Rates): £
Hotel Class:4 star — Lumley Castle Hotel 4*
Number of rooms: 74
Reservation Options:
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Also Known As:
Lumley Castle Durham
Hotel Lumley Castle
Castle Lumley
Castle Hotel Lumley

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