Top marks for location, food & staff, but bedroom was in dire need of some TLC
04/11/2019 Jo-C-72, Maidstone, United Kingdom
Location is perfect for exploring both Knaresborough (town centre is just a short walk up the hill) and the surrounding areas. Access to the A1 is quick, and the train station is a short walk from th... more
Location is perfect for exploring both Knaresborough (town centre is just a short walk up the hill) and the surrounding areas. Access to the A1 is quick, and the train station is a short walk from the hotel for those not wishing to use the car. Staff are exceptionally friendly and helpful and always have the time to chat and build a rapport with guests. Service is prompt and all the food was plentiful, hot and good value.
However the bedroom needs addressing – we can only talk about our room, which was in the historic part of the building, and not one of the more modern rooms in the extension behind.
No matter what standard of hotel, there is no excuse for poor maintenance – it might be a historic building but that doesn’t stop you being on top of facilities. In our room the towel rail in the bathroom was falling off the wall; the toilet cistern was loose; the TV bracket was just about holding up the TV; and the wall lighting was erractic – dimming and brightening of its own free will. The sash windows needed both of us to open them, which we had to do (even in November) as the inside of the windows were streaming with water / condensation every morning. Walls and window frames are in need of a lick of paint (it's peeling off) and the wallpaper needs sticking back down. Finally, small doubles are very old-fashioned – there is plenty of room for a kingsize bed, and definitely firmer mattresses are needed – my husband and I would end up facing each other as the mattress collapsed into a ‘v’ whenever we got into bed…
Housekeeping was bare minimum – our room just had the duvet tided up and cushions put back on the bed – the bedsheet was never touched! And I don’t think a hoover was used once. Maybe it’s only fully cleaned at change-over, but I would expect the bed to be made properly every day.
The fire escape door opposite our room was always left wide open so whenever we returned to our room of an evening it would be freezing cold and take an age to warm up. Plus we always had to shut the fire escape door.
It was also annoying to find on arrival that the restaurant was closed for refurbishment so the lounge had been turned into the dining room. There was no mention of this work either on the website, or in the welcome e-mail received a few days beforehand. This meant the bar area was really the only place to relax either before or after dinner, yet the furniture isn’t the most comfortable for relaxing. Staff also need to be taught how to pull a pint properly – every evening I had to reject a pint to have it topped up.
Because we were only there for a short break and were out and about most of the day, we didn’t make a fuss about the room, although we did advise about the issues on check-out. I would visit the hotel again but only once the restaurant was re-opened, and also on the proviso of a room in the more modern extension. If you are allocated a room in the old building be aware you hear almost everything - from the neighbouring rooms, the corridor and the road outside.
Finally – the front car park is snug and if someone hasn’t parked considerately, it makes for tight manoeuvring room – strongly suggest parking in the rear car park. And there is no lift so you have to carry your cases up narrow stairs to get to the rooms. less
Jonathan S, General Manager at Dower House & Spa, responded to this review
Thank you for your review.
I am sorry that you had what sounds to be a disappointing stay with us this time around.
I will be investigating the issues that you have mentioned and thank you for bringing them to my attention.
I hope that you will return to the hotel and visit us again once the restaurant is re-opened.