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“Faulty Towers....do not stay”
Review of Unicorn Hotel

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Unicorn Hotel
Ranked #1 of 1 Gunthorpe B&B and Inns
Certificate of Excellence
Derby, United Kingdom
Level 3 Contributor
23 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
“Faulty Towers....do not stay”
Reviewed 20 May 2014

Decided to stay here due to its proximity to Gunthorpe Leisure boats, we had organised a rental for the day with friends...wish we had driven home instead...our copy of the email sent to the Unicorn Inn....awaiting a reply

Dear Sir/Madam

Further to my conversation with L***a (DM) on the morning of Sunday 18th May I write to make an official complaint regarding our stay and the completely unacceptable level of safety and duty of care afforded to your guests.

The facts are as follows;

At 6.30am we were awoken by the hotel fire alarm (Room 07) and after a few moments of realising what the noise was, made our way downstairs to find approximately 10-15 other guests outside having been woken by the same alarm. Some guests were leaving at that stage but our friends were also outside along with guests from Room 8 & 12. It quickly became clear that there was no member of staff on site despite the increasing noise (or so we thought). We telephoned the emergency numbers (see attached photo) with no response. Rooms 8 & 15 also did this from various locations within the hotel. Uncertain as to what was happening, one of the guests rang the fire brigade who duly arrived at 7.10am.

The alarm eventually switched itself off at 7.05am, some 35 minutes after it started. Two fire engines arrived and the firemen inspected the property thoroughly for about 15/20 minutes and could also not locate any staff member or evidence of a fire. As the fire crew were informing us that they thought it was safe, we saw somebody smoking (STOOD INSIDE THE HOTEL, WHICH IS TECHNICALLY ILLEGAL I BELIEVE) by the rear upstairs fire door. The fire crew shouted up to her (who we now know is called *********) and she asked "is there a problem?". With two fire engines outside the hotel, 3-5 firemen and a group of guests stood in the car park and her smoking by a fire escape you could not script it!!

******* told the fire service that she had not heard the alarm and that the alarm had not gone off. She also said that nobody had rang the emergency lines. THESE ARE BOTH BLATANT LIES. The guests in Room 8 recorded the alarm on their telephone if you really need proof.

I really have no need to express how I feel, to be stood outside a hotel with very young children on a Sunday morning at 6:30am, for one hour whilst your staff did not answer the phone but lie in bed, then have the audacity to lie to the emergency services about what was happening. Words simply fail me and it's an absolute disgrace that this should be allowed to happen in your hotel.

Fortunately, as the DM, L**** realised this was very serious and her apology seemed sincere and whilst the gesture to cover our bill was appreciated, the point here is far more serious than a few pound notes, we could be discussing something far more sinister.

I do hope that you have a good look at your policy and procedures following this incident as clearly your current standards fall well short of what is required and as a family, rest assured we will never use Marstons Inns again.

In addition, leaving my wallet on the dinner table on the evening prior and having the money taken out of it, and also after booking a family room which we were told then on check in was not available capped off my stay at your establishment.

I have also sent the same e-mail to Marston's Inns head office, which I am sure they will be pleased to see on Monday morning.

Best regards

  • Stayed May 2014, travelled with family
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Helpful?
3 Thank Nesfeeney
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
K R, General Manager at Unicorn Hotel, responded to this review, 21 June 2014
Dear Mr Feeney,

Can I just start by again apologising for the unacceptable outcomes that occured on the morning of Sunday 19th May. Thou never perfect this is not, in any way, a true indication of how the business at the Unicorn Hotel is normally run.

I will also point out again that the alarm you heard, was not the fire alarm but the intruder alarm set off by one of our guests, BUT, this does not lessen the anxiousness and stress that this event caused you and your family.

Our investigation has shown that mistakes were made that are not acceptable and a formal action plan has now been put into placer to ensure that this course of events do not happen again.

I can only apologise for the event that happened during your stay with us.

Kind Regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (41)
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English first
Bowmanville, Canada
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 30 April 2014

Found the staff very friendly and accomodating. Rooms spacious and beds very comfortable. Nice location beside the river and lots of nice walks. Our visit was an emergency as our mother was very ill and passed away whilst there. The compassion and kindness shown us by the manageress and staff was exceptional helping our stay more bearable. We have visited this pub/hotel many times but never stayed there. We were very pleased to have been made so welcome. Breakfast was included and was a great meal to start off the day with lots of choices.

Thankyou to all the staff at the unicorn for all you did for us during a difficult time. We would love to visit you again.

  • Stayed March 2014, travelled as a couple
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Helpful?
Thank pockos
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
K R, General Manager at Unicorn Hotel, responded to this review, 4 May 2014
Thank you for your kind review.
We are glad you enjoyed your stay and we hope to welcome you back in the future under better circumstances. I will let the staff know how grateful you were too.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Glasgow
Level 5 Contributor
60 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed 12 April 2014

Enjoyed our stay at the Unicorn. The location is idyllic, with great walks along the river Trent. Quiet location, friendly staff, comfortable room. Although based in a busy pub, it was perfectly quiet in our room (17).

  • Stayed April 2014, travelled as a couple
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    • Sleep Quality
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Helpful?
Thank TravellerMo11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
K R, General Manager at Unicorn Hotel, responded to this review, 29 April 2014
Thank you for your review. We are pleased you enjoyed your stay with us and we hope to see you again in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Bolton UK
Level 6 Contributor
154 reviews
69 hotel reviews
common_n_hotel_reviews_1bd8 68 helpful votes
Reviewed 1 April 2014

We booked this hotel as we were attending a wedding at Woodborugh Hall. The setting is lovely facing the river, with river cruises. The hotel and pub was very nice, the receptionist wasn't over friendly when we checked in but polite enough. Our room was lovely with a very comfy bed big fluffy pillows, very clean bright and quiet. Bathroom was on the small side but very adequate but the shower was fab. My only complaint was the size and lack of towels we just had one each and they were very small. When I asked for an extra towel for my hair I was told the house keeper was due to start in 10 mins and I could go look for her, not the answer I wanted to hear. The breaksfast was very good and a good choice with plenty of fruit juices, tea coffee. We didn't get to eat in the hotel but the menu looked very good, we did manage to have just a sweet one night and they both where very good. There is a big car park at the rear of the hotel. We will definitely be returning and try one of the river cruises and the pub food.

  • Stayed March 2014, travelled as a couple
    • Value
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Helpful?
Thank lizzy41black
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
K R, General Manager at Unicorn Hotel, responded to this review, 8 April 2014
Thank you for your review. I am pleased you enjoyed your stay with us and we will look forward to welcoming you back in the future
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hampshire, United Kingdom
Level 4 Contributor
44 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 29 March 2014

Stayed at this hotel last Sunday with my son and his family en route from visiting family in Lincoln to CenterParcs in Nottingham and couldn't have picked a better location. Incredibly comfortable beds and large bedrooms. Best showers I have had in comparable hotels and modern fittings and tiles in the bathrooms. Extremely helpful staff and very child friendly. Ate in hotel - nothing fancy just typical pub food which was good value for money. There are other restaurants close by if something more "up market" is required. Would definitely stay again if in the area and would recommend.

Room Tip: If you are on the tall side ask for a room with a king size bed
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  • Stayed March 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank lorp861
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
K R, General Manager at Unicorn Hotel, responded to this review, 8 April 2014
Thank you for your review. I am pleased you enjoyed all aspects with your stay and we hope that you use us again if you are in the area.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Darwen, United Kingdom
Level 3 Contributor
20 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 18 March 2014

Just got back from another weekend at the Unicorn, stayed room 15 Sat & Sun. Had an evening meal on Sat, everything was excellent, the largest portion of scampi i have had anywhere. Must give our waitress Melanie a mention she was friendly and helpful. Breakfast was lovely. Really can't fault the place, we will be back again in June or July. Linda & Andy Upton

  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Linda U
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
K R, General Manager at Unicorn Hotel, responded to this review, 8 April 2014
Thank you for your review. We are pleased you enjoyed all aspects of your stay with us and i have passed on your comments to Mel, we will look forward to welcoming you back in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Telford, Shropshire
Level 4 Contributor
24 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 16 March 2014

The Unicorn "Hotel" is part of the Marston "Inns" chain. My wife and I had the mis-fortune to stay at this hotel after attending a friend's birthday party in Nottingham. Reception was hap-hazard, to say the least - an opening at the end of the bar and we were kept waiting whilst the bar staff served customers - no designated receptionist. Our room (room 5) was cramped, with an en-suite the size of a postage stamp. The heated towel rail didn't work, the television didn't work, the bedside clock didn't work. The room was furnished with cheap pine furniture and, as the floor wasn't level, the wardrobe doors were difficult to close. There was a dried-on stain on the wall by the full-length mirror and the flush light fitting overhead was full of dead gnats and moths. The net curtains were badly in need of a wash and we only had one flat pillow each to sleep on. The cooked breakfast was of a greasy spoon cafe standard and I had to ask for a cracked cup to be changed.

This is not a hotel, it's a waterside pub serving pub grub. Never again.

Room Tip: Can't think of one.
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  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank colin_mckenzie2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
K R, General Manager at Unicorn Hotel, responded to this review, 8 April 2014
Thank you for your review.
Unfortunately on this occasion, we failed to deliver the standards we usually offer. Had you of mentioned any of the problems you encounted during your time with us then we would of been more than happy to of swapped your room for you and to of sorted out the problem you had with your television and towel rail.
If you wish to discuss this matter further, please do not hesitate to contact us direct.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Unicorn Hotel

Property: Unicorn Hotel
Address: Trentside, Gunthorpe, Nottingham NG14 7FB, England
Region: United Kingdom > England > Nottinghamshire > Nottingham > Gunthorpe
Amenities:
Free High Speed Internet ( WiFi ) Free Parking Restaurant Wheelchair access
Hotel Style:
Ranked #1 of 1 B&Bs / Inns in Gunthorpe
Price Range (Based on Average Rates): £
Number of rooms: 14
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Also Known As:
Unicorn Hotel Gunthorpe, Nottingham

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