Best Western Appleby Park Hotel

We had a smooth, welcoming check in at the desk by Lucy and was pleased with our interlocking twin rooms for the 5 of us. Everywhere was clean and bedrooms warm. The pressure on the showers were great too! We did however have to share the tv remote with the kids as only one was provided between the two tvs (thankfully the kids mainly had it on one channel).. Breakfast the first day was a little hectic as the minimal staff (only 2) were unfortunately rushed off their feet serving. We were booked in for a time slot when we first checked in, so surprisingly when we arrived most of the tables hadn't been cleared away. In the end we had to push 2 clean smaller tables together to accommodate ourselves. By the time we'd had our breakfast, 3 of us wanted more drinks but no one could be seen.. (hubby joked they were hiding in the kitchen until the coast was clear lol).. It soon reached the time when breakfast actually stopped and still no one emerged from the kitchen so we had to go. Taking the morning experience into account, we decided not to eat at the hotel for dinner and ate out instead. On arriving back from our meal we booked breakfast again for the next day but for an earlier time instead. The next morning was brilliant. One staff member in particular (Lucy again!) was great in service and has been very accommodating throughout our stay.. (she had brought up extra sheets, pillows and blankets on the first night as well as given son extra milk, sugar and tea bags the second night). She heard about the previous mornings encounter and apologised. Staff couldn't of been more attentive which finished off our overall stay a happy one. less

Perfect location, just off major routes. The service and cleanliness of the hotel is first class, as is the attitude of all the staff I interacted with. Couldn't be more helpful. Best value for money hotel I have stayed in for a long time. I was very impressed by the Covid-19 staff awareness, who have clearly all be trained to a very high standard. I must mention the absolutely superb cooked breakfast, not to be missed in my view. less

Excellent hotel. Is this normal times? NO.. but having stayed in other hotels, they are managing it better than most!! Superiour rooms worth the extra if avalible... Great staff, found them helpful and friendly, in fact booked to stay over the next few weeks. Location just off the M42/ A42 is excellent, yet the hotel is surrounded by trees and large grounds. less

I stayed at this hotel very recently & the room was clean, nicely decorated & the one breakfast I did have was nice too. Reception though did not give out the correct WiFi password & twice did not answer the telephone, but left it ringing for a long time. However, I was ultimately misled by the BW booking site confirmation into believing I was receiving a grab ‘n’ go breakfast included in the price of my 3 day stay. Other BW hotels I have stayed in always include breakfast. Even though I sent a copy of the booking confirmation detailing this information & the type of breakfast available at the time of booking, the manager Liz said it wasn’t a confirmation & that the hotels vary! The ambiguity of the wording used in the booking had caused the confusion. But the manager Liz would not concede or admit that the management could have used their discretion & offered me an alternative free breakfast or admit I had a valid complaint under the trade descriptions act. Even though 2 members of the reception staff on duty when I arrived & on departure, had admitted to me that the hotel had offered & since stopped the grab ‘n’ go breakfasts at this hotel & not updated their website regarding this, Liz did not check with her staff regarding the facts I stated, BEFORE replying to the issues I raised in my complaint & she had in fact actually LIED to me, stating the hotel had never offered grab ‘n’ go breakfasts! Management is lacking in customer service skills. No conflict resolution or recompense was offered by her regarding the hotel not offering me a breakfast alternative apart from me buying one. Granted another reception member refunded my one breakfast I had paid for, when she asked me how my stay was & I explained my experience. My complaint was however, acknowledged & validated & will be actioned by a customer service manager on the main BW website as my booking information has now been forwarded to BW head office in Milan. They are far more conciliatory. Having worked in customer service in the public sector in the NHS I know what I am talking about & if I had displayed blatant disregard for the facts in my job, I would have been disciplined. A bit of humbleness is what is needed by management at this hotel. less

Worst nights sleep of my life! We booked a 2 night stay with the zoo tickets for a weekend away. When we arrived there was nobody to be found. We had to hunt down staff to get checked in. When we got to our room it was freezing cold but clean. The shower was tiny, shower curtain rail only just above my head (I'm only 5'6!), water pressure was awful and water was only just warm. The heating was a tiny heater tucked by the bed which SLOWLY warmed up the room. The bed was horrendous! It was like a half deflated bouncy castle with springs. We actually checked to see if the base was broken because sitting on the side meant the whole thing went down! The whole night there was a constant banging in the pipes or something which meant we hardly slept a wink! Breakfast was in the entrance foyer for some reason and to be frank was rank. My husband had a fried egg which had been fried to within an millimeter of it's life and the yolk was rock solid. Needless to say we checked out (a day early!) and went to a premier inn for the 2nd night where we had the best night sleep ever! Don't waste your time, money or sleep staying at the hotel! less