Best Western Walworth Castle Hotel

What a stunning place inside and out, rooms very clean and tidy, loverly bar area and restaurant. Staff very friendly on reception. Got to give a massive mention to Melissa who made our stay amazing, nothing was too much trouble at all even managed to arrange a tour of the castle including dungeons at the last minute and really made our stay that extra special, Thank you Melissa 😊 Hope to return again very soon. less

The hotel in a castle has a good appearance from the outside and a nice atmosphere inside. Rooms are a decent size and well furnished. The restaurant food quality (dinner and breakfast) was good. The only down side was the reception staff (one in particular) that could do with improvement, and the internet connection did not work at all during my stay. less

We were given a Luxury stay in a 4 poster bed room as a present and were looking forward to our weekend. On arrival we were given Room 27, a tiny prison cell type room, the ceiling was higher than the width of the room. It is so small there is no room for wardrobe and we had to live out of our suitcase. There is barely room to walk around the bed and the windowsill is so high you can barely see out. Terrible, it is the worst room we have ever stayed in anywhere. I immediately went to reception and explained the problem and was told there were no other rooms so we had no choice but to stay, we had also arranged a day trip to Durham to see the Cathedral and Castle so had to sleep in this awful room for two night. After the stay I complained to a director and got a very unprofessional response. We were offered a one night stay in a luxury room but refused the two nights we were entitled to unless we paid for our original stay again. Our original stay was paid for via a Red Letter Day present so basically they were asking for us to pay for the original stay in the tiny room and use the Red Letter Day for the new stay. Terrible customer service. I was told they couldn't honour the full Luxury package as it would hit their profits. So unprofessional. Red Letter Days were great and although Walforth refused to refund them for the original stay RLD have offered us a new voucher. So well done to Red Letter days, they have been brilliant. So we are very disappointed with the director at Walforth Castle. Any good company would have rectified the issue, honoured the contract we had with them, and I would have been full of praise. I understand mistakes happen, and when they do the test is how well they are rectified. Walforth Castle failed the test and have lost at least two future customers. less

When we arrived at our room which had an overpowering smell of bleach. We thought it might go within a short period but after considering we thought we should report it. The staff was outstanding. We were given an upgrade to the main castle and a fabulous room. They didn't question our reaction which we found to be a breath of fresh air, unlike the room. The food in the restaurant was extremely well cooked and delicious. Breakfast was equally good with great quality products. If back in the area we will certainly book again. less

Fabulous property, with staff that genuinely care about the guests - a rarity these days if corporate hotels. Staff left a card & rose petals on our bed for arrival for our anniversary weekend. Great location. Excellent food. Highly recommended. less