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“Shame about the Receptionist”

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Best Western Brome Grange Hotel
Ranked #1 of 1 Hotels in Brome
Reviewed 19 January 2014

We booked here for a one night stay. The Staff were lovely and very helpful EXCEPT for the Receptionist who was surly, unfriendly and exactly what you don't need from a "front of house" staff member.
This Lady, who gave the impression that everything was too much trouble and that we were a nuisance was in stark contrast to all the other members of staff who were polite, friendly and very helpful. Such a shame that the Receptionist (middle aged lady) could not show the same attitude as her staff because her attitude would make me think twice about stopping here again.
We used the Hotel as we were in the area for a funeral. We needed to check in before the usual check in time as we had to chanage and then get to the funeral. The young Lady (Naomi) that we agreed this with on the phone was very helpful but upon arrival the Receptionist gave the impression that we were a nuisance and that she was inconvenienced by us.
The room was clean and tidy and there was plenty of hot water. The bed was very comfortable.
The breakfast was not very good. There was a good choice of fruit juices but the dried fruit was past its best and the english breakfast portions were too small.
We paid extra for three family members to join us for breakfast but unfortunately once again the Receptionist at front of house made us feel uncomfortable and that this was too much trouble for her.
Overall an average rating that would be much higher if the main staff member had been pleasant and welcoming instead of being so unfriendly and unhelpful.
There were other people who attended the funeral that stayed in the hotel and they too complained that this lady was unhelpful and unwelcoming.
We have rated this "Poor" for service but this is solely due to the Receptionist and not the other staff who were very nice.

  • Stayed: January 2014, travelled with family
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2  Thank Samantha W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BromeGrange, Owner at Best Western Brome Grange Hotel, responded to this reviewResponded 23 January 2014

Thank you very much for your recent review. We are very disappointed to hear about your recent stay at the Hotel and the level of customer service that you received. We can assure you that this is not our usual practice and we will be carrying out an investigation in the issues you mention in your review. If you would like to discuss the matter personally please do not hesitate to contact one of us at the Hotel directly. Thank you once again and we hope to have the pleasure of welcoming you back to the Hotel again in the future.
Kelly and Brian Keane
Owners

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

Stayed for new years break. Room not prepared to good level had to repair toilet leak clean residue from tea/coffee areas from previous guest also shaver light in bathroom very erratic. Ran out of hot water new years eve around 5.30.
Not all bad, staff all very helpful and friendly and food very good. New years eve ball was good brilliant band all they need to do next year is learn some tunes other than Beatles hits of the sixties! All said very enjoyable stay with a few tweaks and attention to detail could be top notch! Big shout to Jonathan best of a good team of staff.

  • Stayed: January 2014
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Thank bellende
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BromeGrange, Owner at Best Western Brome Grange Hotel, responded to this reviewResponded 12 January 2014

Thank you for your feedback, we do apologise for the hot water situation which you encountered during your stay. We have fixed this error and we hope that it did not cause too much inconvenience during your stay.
Thank you for staying with us and we hope to welcome you back again.
Kelly and Brian Keane
Owners

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 January 2014

Currently staying in Brome Grange on business… I was welcomed by friendly staff and was really impressed with the hotel when I arrived. I’m staying in the Grange Suite which is a beautiful room, there is an open fire in the large bedroom, the best and most powerful shower I have ever used and the bed is very comfortable! Last night I ordered food from the bar menu as opposed to the restaurant and it was fab. Will definitely be making this a regular hotel to stay at and would even consider coming back for a leisure trip! Would say that 3 star rating is a bit stingy from what I have seen!

Room Tip: The executive rooms are lovely, however quiet a bit of noise from the bar and what I think is the ki...
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  • Stayed: January 2014, travelled on business
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Thank Charlotte M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BromeGrange, Owner at Best Western Brome Grange Hotel, responded to this reviewResponded 12 January 2014

Thank you for your recent feedback regarding our Hotel. Your comments are very welcomed and we are very pleased you enjoyed your stayed with us. We are currently at the higher end of the 3 star status and we hope with further improvements including the new extension we have planned this year, we can continue to improve our standards.
We do hope to have the pleasure of welcoming you back to the Brome Grange in the near future.
Kelly and Brian Keane
Owners

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 January 2014

My husband & I stayed at the Brome Grange Hotel for a short break at he beginning of January. We had a lovely room spacious & clean. Most of the rooms were situated in the grounds of the hotel around a courtyard. Being on a main road you would expect some traffic noise so depending whether you were nearest the road or furthest away would depend on the noise level. We were in a room which was towards the rear of the courtyard so traffic noise wasn't too bad. The bedroom was warm & welcoming with a four poster bed & the bathroom was nicely decorated with bath & shower. The hospitality tray was quite good & complimentary toiletries lovely. The breakfast was cooked to order & very good. Try the Brome signature breakfast croissant with poached eggs, ham & cheese, delicious!. The only downside was that you have to walk out of your room & go outside to get to the main building & restaurant which is not so pleasant on a rainy day. We had a power cut late in the evening for a short while but were supplied with tea lights & hot water for a drink. I would recommend. We really enjoyed our stay

Room Tip: room 19 is lovely
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  • Stayed: January 2014, travelled as a couple
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Thank Margaret R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BromeGrange, Owner at Best Western Brome Grange Hotel, responded to this reviewResponded 12 January 2014

Thank you for your comments. We do hope that the power cut did not spoil your stay. English weather!
Your comments are very valid and we hope to welcome you back again to the hotel in the future when the extension to the hotel is hopefully finished.

Kelly and Brian Keane
Owners

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Reviewed 3 January 2014

my family and i had a wonderful time in the marquee at the family party. the food was abundant and delicious,the music perfect for all ages and the staff were polite and extremely efficient. overall superb value for money and we will certainly be returning this year.

  • Stayed: December 2013, travelled with family
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Thank Hazel L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BromeGrange, Owner at Best Western Brome Grange Hotel, responded to this reviewResponded 12 January 2014

We are very pleased to hear that you enjoyed New Years Eve with us. As parents ourselves we felt that a Family Party in the local area would be a great idea and chance for parents to get out on New Year also. We hope to welcome you to the Hotel again in the future.
Kelly and Brian Keane, Owners

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Reviewed 2 January 2014

We would like to thank all the staff for a great New Years Eve party. The food was fantastic and the waitress and waiter staff was excellent. We were made very welcolm.A speical thank you to Sarah Booty for booking the table and booking a nice room for our friends to stay the night.Many thanks again Hilary .

Room Tip: The room in the main hotel was excellent. Staff very helpful and polite.
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  • Stayed: December 2013, travelled with friends
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Thank Hilary H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BromeGrange, Owner at Best Western Brome Grange Hotel, responded to this reviewResponded 12 January 2014

Thank you very much for your kind review. Your comments have been passed to our staff and we hope that we have the pleasure of welcoming you to the hotel again in the future.
Kelly and Brian Keane, Owners

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 December 2013

We stayed at this hotel from Monday 23rd December until Friday 27th December for a Christmas break. I recommend this hotel to everyone - the staff were so welcoming nothing was too much trouble for them. Very surprised with the food and service - all of our meals were excellent everything was fresh no frozen food at all. I especially want to point out that Jonathan Crisp, the restaurant manager, was extremely helpful and has excellent social skills. He made us feel "special" plus all of his staff were exceptional and so friendly which is unusual in the UK. I cannot understand some of the reviews as we could not fault this hotel. The food was comparable with many 4/5 stars we have visited in the UK.. We stayed in the Brome Suite which I would highly recommend - worth paying extra for this room. Every request we made e.g. more towels and pillows was carried out within a few minutes and we were so comfortable. The room was extremely well heated as it was quite cold outside and very clean. I was really impressed with the gifts of fruit/bottled water which were placed in our room and could not believe it when my husband and I were also given individual Christmas presents which were totally unexpected. We met the Owner Brian and also the General Manager Julie who have created a wonderful welcoming atmosphere in the Hotel. Have nothing but praise for everyone for working so hard to make our Christmas break perfect. Hopefully we will be back!

Room Tip: highly recommend booking the Brome Suite.
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  • Stayed: December 2013, travelled as a couple
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Thank trisha1901
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BromeGrange, Owner at Best Western Brome Grange Hotel, responded to this reviewResponded 12 January 2014

Thank you so much for your feedback. We are very pleased to hear that you enjoyed your Christmas Break with us. We endeavour to ensure that all our guests receiving a welcoming, home from home experience; especially during the festive holidays. We do hope to have the pleasure of welcoming you back again to the hotel in the future.
Kelly and Brian Keane, Owners

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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 Best Western Brome Grange Hotel

Address: Norwich Road | Near Diss, Brome IP23 8AP, England
Region: United Kingdom > England > East Anglia > Suffolk > Brome
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in Brome
Price Range: £41 - £84 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Best Western Brome Grange Hotel 3*
Number of rooms: 44
Official Description (provided by the hotel):
Set in delightful countryside the Best Western Brome Grange is an ideal venue for both business and pleasure. Originally founded in the 16th century the hotel has been extended and renovated and boasts 44 fully equipped en-suite bedrooms, 65 seater contemporary Courtyard Restaurant, 3 Meeting rooms, Precor Equipped Gymnasium, Spa Bath and Steam Room, Beauty Treatment rooms and 16th Century Tithe Barn Conference and Banqueting Facility. FREE Wifi and fully licensed Bar and Lounge area. The hotel is ideally located between the three poignant towns of Norwich, Ipswich and Bury St Edmunds and withe easy access to delightful Coastal Towns. ... more   less 
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