Visited on 15th to 17th August for an anniversary break using a Travel Zoo voucher (copy attached).
The hotel looks good both outside & in with it being clean & well maintained. We were given room 1, which was very good, with the exception of the shower draining issue mentioned in Lynn B's review. Essentially as a wet room some of the floor tiles clearly angle the wrong way leaving a large puddle at the opposite end of the room by the sink, clearly this is a long standing issue that the management don't see as needing correction.
All the staff were polite & helpful if a little on edge (the reason for this becomes clear later)
This was for 2 nights with a 3 course evening meal 1 night from the Al a cart menu up to the value of £26. Upon visiting the restaurant we were given menus & it was explained that several dishes had surcharges, 1 starter had a £5 charge & 3 out of 8 mains had £10 surcharges (all steak & venison dishes). This was completely unexpected as the voucher made no reference to exclusions or limitations & these dishes were only £2 or £3 more than the rest of the choices. I asked about the surcharges & the staff member offered to fetch the someone to speak to about it, after a few minutes Karen (who I later found was the hotel manager/part owner/director/daughter of owner) came & stood over me without introduction and proceeded to talk to me in a condescending, rude & wholly unacceptable manner, despite my calmly asking why they where not honouring the offer as purchased?
I held the entire conversation in a quiet manner as not to try showing everyone up or trying to embarrass the staff in to accommodating me.
The response was to explain to me as if an idiot, that these items were far more expensive to purchase ( not £10 each more at wholesale last time I checked). Her response was that if she changed the decision for me that I would be the one being unfair to other diners (2 couples that I heard discussing the same surcharges between themselves). I pointed out that it was not me that put the offer on & the response was, "I am sick of this & it was the marketing departments fault & that was that".
We ate what we were allowed as there was no way after being spoken to like that I was going to pay them more money. I then found out that Karen was the manager etc, so should have been fully aware of what was being offered.
Given that the manager was fully prepared to treat customers with such contempt, it became clear why the staff seemed on edge.
In summary, good location ,great building good staff, disgraceful management customer service.
- Official Description (provided by the hotel):
- A traditional, family run hotel close to Barrow-in-Furness, Duddon Valley, Lake District and South lakes Wild Animal Park. Offering a warm welcome, friendly service, clean and comfortable surroundings to corporate guests, holiday makers and families alike.• 25 well appointed en-suite bedrooms• Flat screen televisions• Free Wi-Fi throughout the hotel• Free car park • Room service• Restaurant open 7 days per week offering fresh, seasonal ingredients freshly cooked to order.• Real ale available in our lounge bar• Function and meeting rooms available • Unique wedding room (Civil Weddings & Partnerships). ... more less
- Also Known As:
- Chequers Hotel Dalton-In-Furness, Cumbria