The service in The Greenhouse Restaurant was awful. Painfully slow service, we thought we had become invisible - tried to attract attention a number of times but any staff in the area but no-one came. A glass of wine ordered during the starter course should not still be awaited halfway during the main course. I had to stop eating my main course and again attracted attention. Eventually someone came, I asked about the wine, the waitress said she would look into it, and after a further 5 minutes it eventually arrived, but by then my main course had almost finished. At the end of the meal most tables were given a feedback card to fill in. We were not - apparently this also should not have happened. I was told that this was due to many new members of staff on duty that evening. It is still no excuse for the exceptionally poor service. The food was also vastly overpriced. We've stayed in genuine 5 star hotels with those kind of restaurant prices - this was not of that standard. Given the poor service on the first night, we opted to cancel The Greenhouse for the second night and booked instead with Alexanders - this was far better in both standard of service and food quality, and less expensive too.
In regard to the rooms, it has been said by other reviewers that they have stayed in better Travel Lodges. This was our experience too, the room was small, dingy, and the bathroom especially small with no bath and incredibly small shower - my elbows kept banging on the wall if I turned round at all. The worst, however, was the bed. It was sagging, it was uncomfortable, and it gave me a sore back which kept me up half the night. I reported it first thing in the morning. The receptionist passed this on to Housekeeping. I went back to the room to pick up something - they had stripped the bed and I assumed they were changing the mattress. Apparently not. Housekeeping decided to just leave it as it was - completely ignoring that it was giving the guest back pain. The second night was worse and kept me up most of the night. Again I reported it in the morning - I was told that Housekeeping had "looked at it" and judged it to be ok, so they left it. They showed a blatant disregard to the guest. Had we been informed that they had just left it we would have checked out there and then and asked for a refund of our second night. Perhaps this is why they chose not to let us know?
The bill came to approximately £450 for two nights in a small dingy room with an uncomfortable bad with sagging mattress that kept me up much of the night. We've stayed in 4 star hotels and also 5 star, but also in budget hotels such as Premier Inn and have always found their beds to be very comfortable. We've also stayed at such as The Old England Hotel in Bowness, again we've always found their beds to be very comfortable and their rooms generally to be far better, as also with other hotels within the same group of hotels as The Old England, and never a problem.
We had booked the two night to celebrate our wedding anniversary. When we've stayed elsewhere we've been allocated a window table in the restaurant no problem. Whereas at this hotel, at The Greenhouse, they had no knowledge of the prior request from the hotel reception. To add insult to injury within literally one minute of being allocated a seat by what appeared to be a new inexperienced member of staff in The Greenhouse, a window table became available - if the member of staff had the awareness and initiative she would have asked us just to wait one minute for the window table that was about to become available. I did try to attract her attention but within a further minute or two another couple arrived and sat at that newly available table. From there the service was downhill and pretty non-existent. We felt that we had become invisible. Absolutely awful service. As mentioned above almost everyone else was given a feedback card at the end of their meal, we were not. We left the restaurant without giving a tip - something we never do, we always give a tip but at this restaurant the service was just awful. We left without so much as a goodbye from The Greenhouse staff - very disappointing.
The worst, however, was the bed - very uncomfortable and kept me up much of the night, especially the second night, to be greeted by a bill for approx. £450. Very poor value for money. less