We had arrived to the restaurant early and were shown to our table (number 16) at the window which we were pleased with. We already had drinks with us from the bar and received our starters as expected, however we then sat for a long time with our dirty stater plates. We asked the young male server to take them away and he took one plate. He then came back later to ask if we wanted the soup course, which we felt was an unusual question as this was part of the meal and at this point we had to ask him to take away the remaining dirty plates. We again sat with dirty bowls for a while after the soup and again asked for these to be taken away, not what we would expect in a restaurant, it was not busy either. Once our main meals arrived I can honestly say I have never been so disappointed, the turkey was certainly not a fresh carved roast, more like a pre packaged turkey roll, all the same size slices with a very salty taste and it was served cold as was the chipolata sausage, the Yorkshire pudding was not cooked correctly and was hard around the edge I could not cut through it. The broccoli was sitting in so much water it all broke up and mushed through the fork, I had to ask for carrots as these were not provided, all the veg came on different trays and was cool to the taste added to the fact the turkey was already cold only by pouring on the hot gravy did it improve the temperature of the dinner. At no point throughout our meal did anyone check on us at all to ask if everything was ok, nobody came near enough so that we could ask for assistance without getting up from our table. Even after the meal when the plates were taken away nobody asked everything was ok? I think it would be the norm for staff to check customers are happy with their meals on any day as part of their job, but to be ignored on Christmas Day made us feel like we were just a number and not a guest enjoying their lunch. As I also said when we left, the reason we booked Christmas lunch out this year was due to losing my mum earlier this year and this has been tough year for us all and we left feeling very sad and disappointed. This is not what we had expected and were embarrassed that we had to stand in the doorway with all the staff staring at us whilst we were offered a 50% reduction on our remaining bill which I reluctantly paid so that we could leave. We were not offered an apology only a comment that there has never been a complaint about a Christmas meal in 20 years! It was also not 50% reduction as we had already paid £60 deposit. We had a very poor response from The manager.…
Lovely hotel and absolutely top class staff. We stayed here with other guests for our wedding weekend and couldn't think of a single complaint! Nothing was a problem when we asked and the atmosphere of the hotel was nice. Breakfast was lovely lovely plenty of choice.
There appears to be ample car parking spaces at the hotel. After finding the mainn entrance I was met by a group of friends and a large table had been allocated to us. Drinks were ordrerd and soon delivered. I selected a main course and a dessert. Most of my friends ordered a starter and the main course. The starters and my main course were soon delivered by friendly and helpful staff. Several dishes of extras with sauces were provided as extras. Because I was the only person that ordered a dessert the waiter suggested he could pack it in a plastic carton for me to take home. I agreed.
Stayed here many times and always have a great stay. Clean rooms, good location for us when visiting family in Houghton-le-Spring. The Thai restaurant is also fantastic. As a family of 3 with a young baby, they always provide us with a travel cot. Wouldn't stay anywhere else.
We had a great stay at Highfield Hotel! We arrived late at night (which was no problem) and Paul the porter could not have been more helpful. The room was large and the bed very comfy. The window opened up straight onto the road but, even with the window open, there was very limited noise. We also had breakfast the next morning which was tasty and the staff were most helpful.