Really wanted to leave a fabulous so annoyed I cant. Stunning building, immaculate gardens and impressive public areas. Greeted by a lovely lady on reception who was training, very welcoming. On arriv... more
Really wanted to leave a fabulous so annoyed I cant. Stunning building, immaculate gardens and impressive public areas. Greeted by a lovely lady on reception who was training, very welcoming. On arriving at our room we had unfortunately been allocated a twin although we had booked at Double. We booked last minute for a very reasonable rate which I appreciate. We were informed they only had one other double room available which had a very small bathroom located in the castle which was again not a huge issue and we moved across to the room at the top of the building. We sort of got the impression that the lady knew this wasn't going to be the best choice but it was this or the single beds.The room itself was tiny and the bathroom was very very tight almost to the point where it was impossible to sit to use the toilet. As we were told this was the only room available and we didn't really want to sleep in single beds we accepted this gracefully and got on with enjoying our stay the staff were lovely about it and apologetic so we just carried on. We had a absolutely incredible meal in the restaurant is really lovely although we were asked half way through our main course if we would be having a dessert as the kitchen was closing which was a bit irritating. The restaurant 3 members of staff working and all very inexperienced and awkward not helped by the same CD on continuous loop throughout the evening and again at breakfast. We enjoyed a drink in the lounge area following our meal and as it got late it dawned on us that there was only 5 or 6 other guests in the whole hotel. We retired to our room and in fairness had a really good nights sleep, the bed was comfy, The room was just really really depressing and dark, and not in a characterful way either, poor old carpet, odd down lighters and poor furniture. Really think this should be a Single occupancy Room. Expecting to see lots of people at breakfast which would have explained the "Full" hotel the evening before again completely empty. The thing that's really got me is that if we had been allocated a wrong room changing it should not be an issue if other rooms were available we should have been offered an upgrade which we would have been happy to have paid for. The room we were given was a downgrade which just seems so odd when clearly other rooms were available but just not offered. Really strange. We were told this happens a lot with the bedroom allocations. Perhaps consider adding zip and link beds into your wing bedrooms which will give your more flexibility and easy to sort out if this happens again. We really did have a nice stay at the castle, its lovely, the food is tremendous the staff are friendly. The room move just really ruined the stay. We will stay again but will be more careful to ensure we dont have the same issue.
Mr Newman less
Mrs S, Owner at Best Western Walworth Castle Hotel, responded to this review
Thanks for taking the time to write your review. I have read your review and I have taken on board the points which you've raised in order to improve the service we offer. I do hope you will give us another opportunity in the future and if you call the hotel directly we can let you know which rooms are available, and I'm sure we will have one which is more to your liking. We have had issues with third party booking agents not allocating the right room, so please accept my apologies for this. However if you call us directly we will always be able to offer you the best rate and room available.