What a shambles...my last ever stay here
16/12/2018 Moodygerbil, Kendal, United Kingdom
I stayed at Stoke Rockford recently for a Christmas party. On finding my room I was surprised to see a bin bag of foul smelling rubbish opposite the door with soiled linen spilling onto the floor. Not... more
I stayed at Stoke Rockford recently for a Christmas party. On finding my room I was surprised to see a bin bag of foul smelling rubbish opposite the door with soiled linen spilling onto the floor. Not exactly the welcome I expected. I informed reception and was advised that it would be removed. However on returning to my room after the function it was still there and remained there until my departure the following morning.
The signage from the Courtyard to the function room was fairly chaotic and I had to ask, on two occasions, for guidance. There appeared to be no cloakroom for the approx 350 guests at the function which, on a very wet evening, was not very helpful to say the least.
The service for the meal was really slow with a gap of over one hour between some courses. The meal was served by waiters wearing blue gloves which was rather unusual - looked more appropriate for dealing with soiled waste rather than serving food at a party/function. The food was very basic, not particularly warm and, and rather small portions - reminded me of school canteen food rather than food appropriate for a special occasion. Neither tea or coffee/ tea was offered after the meal.
The entertainment for the function seemed to go down well with the guests and appeared to be enjoyed by all.
So all in all, not a very positive experience. Certainly not a venue that I plan to return to in the foreseeable future.
StokeRochfordH, Guest Relations Manager at Stoke Rochford Hall, BW Premier Collection, responded to this review
Thank you for taking the time to provide feedback regarding the Christmas party nights.
Firstly please accept my most sincere apologies for the linen left near your room, this should have been collected as a matter of course by our housekeeping team and I shall review this with them to ensure this doesn't happen again.
There are two routes into our Courtyard rooms, one through the main house which is preferable in cold weather, however, this is a long route through a very large hotel and I can appreciate this can be a little confusing. The main entrance into the courtyard is outside the hotel, through the main courtyard entrance, we have taken your comments on board and will review the directions given out on check-in by our reception team.
With regards to the function, I am pleased to see the entertainment went down well with our guests. Our meal service for these events takes around 2 hours, this has been achieved on all of our events with the exception of the 1st December on which we encountered some technical difficulties. We plan our events for arrival between 6:30 pm - 7:00 pm, meal service at 7:30 pm to be finished at 9:30 pm when the main entertainment starts. I am delighted to say that on each event over the last two weeks, meal service has finished early at 9:15 pm.
We do not have a tea and coffee course on our Christmas party menus and as such haven't included it in the brochures menus, we made this decision due to the very low uptake on tea and coffee on party nights in pervious years.
Our waiters wear blue gloves as a matter of hygiene, I appreciate they do not look the prettiest however food hygiene is very important to us and any member of staff handling or serving food is required to wear them.
I am disappointed to hear that you didn't enjoy the food, we have recieved very positive feedback regarding the food however had you raised any concerns to us on the night we may have been able to provide an alternative.
Thank you once again for taking the time to provide feedback, we really do appreciate all comments, good and bad as they help us to look for ways to improve, while the vast majority of our party goers have been very happy, we aim for 100% satisfaction and critical feedback helps us work towards achieving this.