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“Disappointing”
Review of Shap Wells Hotel

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Shap Wells Hotel
Ranked #1 of 2 Hotels in Shap
Reviewed 16 August 2014

We were there for a family wedding and stayed overnight on the Saturday. We were quoted £70 for the night (as were other party members) and charged £80. The reception staff were rude and miserable and refused to believe we had been quoted £70...as were the waiting on staff who spilt red wine on my brother in law and didn't even acknowledge it let alone apologise! The rooms were tired and run down and the bathroom definitely needs upgrading!
The breakfast was average but a bit strange having it served rather than buffet style.
Drinks were expensive and no itemised bill was provided despite being requested... I was surprised that we had managed to spend £240 in a day!!
I am very surprised that this is a "best western" hotel as it is well below the standards of others that we have stayed in.
I would not recommend this hotel.

  • Stayed: August 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
5  Thank Katie100382
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
julian p, Guest Relations Manager at Shap Wells Hotel, responded to this reviewResponded 17 August 2014

Thank you for taking the time to write a review.
I was disappointed to read your comments and even more surprised after we had received lots of compliments about the Wedding day and from guests who had stayed at the Hotel.
after attending the same Wedding.
I have wrote in reply to previous reviews that the Hotel does have an annual audit from Best Western Assessors and the standards have to be met before the Hotel passes the assessment .We have already had our assessment for 2014 and once again we met the criteria to pass the assessment..
I am sorry you feel you cannot recommend the Hotel after your experience with us there are many reviewers on this site who have said they would recommend us and a Certificate of Excellence has been recognised by that fact.
Once again thank you for your feedback.

Regards

Guest Relations Manager.

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743 - 749 of 1,172 reviews

Reviewed 16 August 2014

Good location, nice walks in the massive grounds, rooms are a bit cramped, not very clean (hairs on/in bed, removed enough hair to start a wig from the bath plug hole). The meals were ok, nothing to write home about and the silly set up they have for breakfast, would make things an awful lot easier if the cooked side was self service, couldn't last any more than two nights here.

Stayed: August 2014, travelled as a couple
1  Thank Dave W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
julian p, Guest Relations Manager at Shap Wells Hotel, responded to this reviewResponded 19 August 2014

Thank you for your review I was disappointed to read your comments.
I have shared your feedback with the Head Housekeeper it is totally unacceptable that our Bathroom was not thoroughly clean.
Once again thank you for taking the time to write a review.

Regards

Guest Relations Manager.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 August 2014

spent 2 nights B&B, price was good, meals were lovely..breakfast was a bit poor I felt, food a bit overcooked and dry, would be better idea to make the cooked breakfast self service as it was a bit embarrassing queuing up, the hotel is nice but very dated and needs a little tlc and modernising..our room was at the back and got a bit noisey at times with the kitchen and staff coming and going.but I found the room very small and a little depressing to be honest..unfortunatley we didn't see any red squirrels...and change the flipping cd/music now and again, can still hear the same songs in my head. ok for the older generation.

  • Stayed: August 2014, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
1  Thank tracyclarkuk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
julian p, Guest Relations Manager at Shap Wells Hotel, responded to this reviewResponded 18 August 2014

Thank you for your review after your recent stay at the Hotel.
I will of course share your comments with the rest of the Team.

Regards

Guest Relations Manager.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 August 2014

It is quite tricky deciding on the rating for this hotel. I have assessed it on the basis that its purpose is for a stay of at most two nights; in fact most people (the majority coach parties) seemed to be stopping overnight on their way to or from somewhere else. For this purpose it is excellent - after a gruelling drive up the M6 to be transported in under 10 minutes to a location which is something like the definition of rural idyll was heavenly.

The other aspects of the hotel however would only merit 3 stars. The decor, while impressive, is in need of re-burnishing as was the room we stayed in. There was nothing wrong as such with either but they did not inspire. The food was passable - much better in the evening than at breakfast. This is a big hotel so breakfast in particular felt somewhat factory like, the food was average and there was a wait to be served with coffee. The staff were pleasant but there was sometimes a lack of them.

I would certainly not stay here if I was looking for say a week long holiday in the UK but in terms of its primary purpose it is very satisfactory - and clearly thriving on it if the numbers when we there are anything to go by.

  • Stayed: July 2014, travelled as a couple
    • Location
    • Cleanliness
    • Service
Thank milordbyron
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
julian p, Guest Relations Manager at Shap Wells Hotel, responded to this reviewResponded 14 August 2014

Thank you for your review after your " good for short break " stay with us. The Hotel does have a varied Business mix from one night stays upto six / seven night stays and having almost 100 Bedrooms it is important we maximise our occupancy to run a successful Hotel.
I will certainly share your feedback with the rest of the Team.

Regards

Guest Relations Manager.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 August 2014

Coach was supposed to be silver service, was nothing different except the drinks trays were broken and had to balance hot drinks and snacks on lap , the whole trip...treated like second class citizens in hotel, told we had to share a tiny table with people who we had nothing whatso ever in common with the whole stay. Asked to move , but told we had to stay there...food terrible! Have had better in hospital, really disappointed, will never go on another coach trip.

  • Stayed: July 2014, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
1  Thank Jacky P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
julian p, Guest Relations Manager at Shap Wells Hotel, responded to this reviewResponded 14 August 2014

I was disappointed to read your feedback and very surprised with some of the content especially when we receive many positive comments about the Hotel from the thousands of guests who stay with us on coach travelling holidays.This review site alone is a testament to that statement.
I think that your experience wasnt just about the Hotel I feel reading your comments it centred around the whole Travel experience with your " Leger Tour of the Lakes " .
Thank you for taking the time to post your review.

Regards

Guest Relations Manager.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 August 2014

Made an overnight stop here on the way to a holiday in the lakes. The hotel is in the middle of nowhere a short distance from the M6. Some of the staff were very friendly (barman) but others didn't show a lot of interest. The room was large and comfortable though there were a couple of times in the night when I was woken up by what sounded like a large vehicle racing by the window or maybe a low flying jet aircraft. Not sure what it was but as there was no road nearby it couldn't have been traffic noise. There was a slight musty smell in the corridors as if the carpets were impregnated with cleaning fluids. The breakfast was not up to the high standards you get in most hotels and B&Bs but adequate.
The star of the show was undoubtedly the hotel surrounds with the woodland walks and the stream and waterfalls and especially the red squirrel colony in the woods very close to the hotel.

  • Stayed: July 2014, travelled as a couple
    • Value
    • Cleanliness
    • Service
1  Thank Kalo_Chorio
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
julian p, Guest Relations Manager at Shap Wells Hotel, responded to this reviewResponded 14 August 2014

Thank you for writing your review after your recent stay with us.
The Hotel is situated in a valley and on a military flight path which runs through the Hotel grounds it is not unknown for us to have very low flying military aircraft at night when they carry out their night training exercises.
I will certainly share your feedback with the relevant Heads of Department where your comments are related to their areas of responsibility.
On a positive note I was pleased you had the opportunity to visit our Red Squirrel Colony.
Once again thank you for your review.

Regards

Guest Relations Manager.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 August 2014

Stayed at this hotel for 2 nights Dinner, Bed & Breakfast and could not fault it. Staff were really friendly, helpful & attentive. Food was excellent and lots of it. We had a deal that included afternoon tea and could not believe the amount of food presented to us. Would fully recommend this hotel to anyone wanting a nice place to stay & we are hoping to return for a longer stay next time. Manager came and spoke to us and was very pleasant and told us about the red squirrels which were an extra bonus as we have lots of photos.

Room Tip: Try and avoid a room at back of kitchen as fans come on early in morning though did not bother us
See more room tips
  • Stayed: August 2014, travelled as a couple
    • Value
    • Cleanliness
    • Service
2  Thank Irene C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
julian p, Guest Relations Manager at Shap Wells Hotel, responded to this reviewResponded 9 August 2014

Thank you for taking the time to write an excellent review after your " Short Break " at the Hotel.
I was very pleased to read your comments and will pass your feedback on to the relevant members of staff.
Once again thank you for writing such a positive review.

Regards

Guest Relations Manager.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Shap Wells Hotel

Address: between the A6 and B6261 | Nr Penrith, Shap CA10 3QU, England (Formerly Best Western Shap Wells Hotel)
Region: United Kingdom > England > Cumbria > Lake District > Eden District > Shap
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #1 of 2 Hotels in Shap
Price Range: £37 - £92 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Shap Wells Hotel 3*
Number of rooms: 98
Reservation Options:
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Also Known As:
Best Western Penrith
Penrith Best Western
Shap Wells Hotel Cumbria

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