Elegant lodging with Victorian and modern rooms, plus upscale dining, a spa and landscaped gardens.
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We booked a suite for £280/night for a night away from the children, we only live a mile away from the hotel so thought we knew it's reputation well - we were unfortunately proved wrong very, very quickly.
We stayed in the Thermae suite.
Check in was fantastic with pleasant helpful staff, and the room itself was stunning - it had a lovely sauna, double shower, and double hot tub with a fantastic bed and sofa. It was very clean and tidy. All perfect!
However, shortly after arriving we wanted to order some food so called down for room service and were stunned to be told that they don't do room service, it's tray collection only - I thought they were joking at first, in a 4* hotel they don't do room service, this is standard even in a basic Holiday Inn.
So we ordered the food (and drinks) and I went and collected it from a busy reception and then carried it up two flights of stairs to the room - good job I wasn't old or infirm, eh? My wife takes the first spoon of her Carrot and Coriander soup and finds bits of bacon in it.
I phoned the restaurant and a young lady answered and I explained the problem and she says - word for word as I was so stunned - "well it's like when you buy a steak, it doesn't say chips but it just comes with chips and it's like that with the bacon" and burst out laughing. I explained that it was nothing like her example as we were buying a vegetarian meal & that I didn't appreciate her laughing. She said "I'm sorry it's really busy in here that's why I'm laughing", how does that explain it? I did get refunded for the soup though.
I mentioned this to the Bar Manager and on check out and was promised a call back by the GM, a day and a half later and I'm still waiting.......
Eventually I was contacted within minutes of posting a review of the stay online and offered 20% of a future stay, which I've declined as I don't want to be let down again.
We cancelled our evening reservation and got a taxi into Bawtry which we knew we could do being local. I'd highly recommend this if you stay at the hotel - Ziniz and the China Rose are particularly nice places to eat, though you have to book for both. They are not cheap but they offer better than Mount Pleasant's allegedly 4* service.
It's a shame really as their rooms are so nice and so is the breakfast, both are first-class. If you're determined to stay at the hotel I'd do that but then eat...
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"Disappointing Experience and Poor Customer Service"
I stayed at this hotel during my travels, arriving close to 2 AM for a very quick few hours of rest. The check-in was smooth, but the real issue arose in the morning. When I opened the cupboard to retrieve my suit and jacket, I was hit with a terrible smell. On closer inspection, I discovered a pizza box left behind by the previous guest.
As I was leaving within 10 minutes, I didn’t see the point of going down to reception to report it at that moment. Instead, I contacted the hotel after leaving to inform them of this issue.
The general manager, Richard Tyas, responded with an apology but refused to offer any form of compensation. As someone who travels extensively across the country, I find this response extremely disappointing. In the hospitality industry, when a guest has a negative experience, the basic expectation is for the hotel to take responsibility, apologize sincerely, and offer compensation as a gesture of goodwill.
What frustrated me the most was the reasoning provided—that I should have reported the issue immediately. I fail to understand how reporting it at the time would have changed the fact that the room wasn’t properly cleaned before my arrival. I didn’t need the pizza box removed immediately—I was already leaving.
I even offered pictures and a video of the issue, with timestamps, to show what I encountered. Still, their attitude was dismissive. This situation highlights a lack of care and understanding of proper customer service, which I find unacceptable from a hotel with decades of experience in the industry.
I hope the management will implement measures to ensure such oversights never happen again, but sadly, this experience has left me with no intention of returning to this property or recommending...
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