We were visiting the hotel with family and booked well in advance. Before we arrived we received a very carefully worded email saying there would be a "function" on until "about midnight" and we "may experience some noise". Needless to say the noise was absolutely unbearable and the walls and windows were vibrating until 12:40am! In and of itself not the end of the world but what really ticked us off was the disgusting attitude of all of the staff at the hotel when we brought it to their attention.
When I complained about the noise to the night staff I was told "well we have an entertainments licence so there's nothing we can do" and just got shocking attitude from everyone I spoke to. The worst was the receptionist in the morning though, we asked to speak to the manager and were told "no the manager's refused to come and see you, you won't get anything anyway!". We said "well we're never coming here again", and she replied "that's fine"! Just perfectly exemplified the absolutely appalling service we received from everyone at the hotel, start to finish.
It reminded us of Fawlty Towers as there was only 4 people running the whole place, all of them looked to be 18 or 20 years old, never saw an adult staff member the whole time we were there. We saw the same people at breakfast as we did in the bar in the evening, obviously they were a bit tired as remembering our breakfast order seemed to be a real challenge!
My girlfriend's gran was with us who is diabetic and when she sat down in the lounge she was needing a cup of tea. No problem for what is supposedly a 3 star hotel we thought to provide a simple cup of tea. Well, apparently a BIG problem, as we were told "oh no, we don't usually serve tea here, sorry, you'll have to go and get it on room service". Eventually after a bit of an argument and getting the girl at reception involved they reluctantly agreed to get us a cup of tea...
In terms of the rooms, they're nice enough, although the building is in need of a bit of renovation. Our room only had rattly old Victorian single glazed windows so we had to keep the radiator on all night which made it a bit uncomfortable. There was double glazing in some of the rooms, but it all seemed a bit hit and miss. The place is really showing its age and there are definite signs of decay around the outside.
To be fair to them, the bathroom was lovely and the room was very clean and comfortable once the music eventually stopped, hence a 2 star review rather than a 1 star. However the service was appalling. A far cry from what we normally expect from a hotel. Could not really recommend it to anyone other than Fawlty Towers fans.
There is a really lovely hotel just a 2 minute walk away, The Evesham which was £30 a night cheaper. We went there for dinner one night and the welcome we got, even as non-guests, put the Northwick to shame. We left wishing we'd stayed there instead!
Room Tip: Avoid during weekends as the noise from the parties downstairs reverberates through the entire hotel...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
10 December 2011
We are really upset with the complaint from these customers as they were emailed and told on booking the rooms that there would be loud music until 12.30 that night and they went ahead with the booking. We do not book people in these rooms when we have a party without giving them notice.
The language used by these customers to our waitress was disgusting, our other customers wanted to intervene as they found it appauling.
The manger did not refuse to come down as they were not on duty at the time of the complaint.
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