Lumley Castle Hotel

Pleasant stay - hotel needs to address customer service to retain its rating.

July 2021 - Since staying at several hotels since the pandemic, we were excited to stay at Lumley Castle and visit the surrounding area. On arrival at the hotel 2pm we checked if the room was ready and were told not until 3pm (which was stated on the documentation we received from Off Peak Luxury). We had lunch in the gardens. Difficult to use the scanned menu if you hadnt been allocated a room. In the end had to wait to order direct with the staff. Lunch was ok but the bare minimum. At 3pm we tried to check in to be told again our room was not ready. In fact it might not be ready till 5pm. Off Peak Luxury should have advised us of this at the time of booking - according to the hotel reception staff.

Once we got our keys, the room was very dark but kept in character with the castle. Parking good but limited to the courtyard rooms so if you want to park by the courtyard, you need to get to the hotel early.

Two weddings during our stay but this did not impact our time at the hotel.

Dinner - set menu - during the three nights it did not change, but unfortunately the chef did! Food was excellent two evenings and horrific the third. Burnt/black bottom to the suet pudding and salmon not cooked through with crushed potatoes burnt and no dill sauce as state on the menu. Needless to say after complaining we had the cost of these dishes refunded onto our account.

The hotel grounds are plain. More could be done to improve the customer service. Reception very unwelcoming at check in and restaurant staff need to be trained to know how to speak with customers staying at this level of hotel.

Although the management advised staffing was difficult with the covid testing and during our stay there were 12 staff isolating, this should not impact the customer. The hotel is not cheap and standards really do need to be maintained.

Asked if we would visit this hotel again - Very much doubt it. All their forthcoming functions are fully booked ( medevil banquets etc) so maybe the hotel does not rely on returning guests.

Poor restaurant

The restaurant & the food let the hotel down

Things we should have known before visit.

Disappointing stay because room was cold and access too. difficult for husband with Parkinson s Disease. Ordered breakfast in room but on arrival was informed it was not available. This was main reason for booking this hotel.