I would like to first of all state that this review in no way reflects on the staff at this hotel. I found everyone who works there to be friendly, as helpful as they could be and approachable.
This was the 3rd time my partner and I have visited Risley Hall in as many years. Our 1st stay was great, hence the return visit. The 2nd visit occurred just after the first COVID-19 lockdown and unfortunately, we found the hotel in a terrible state to the point where we refused to stay.
The then Manager worked with us and offered a free night's stay in one of their suites which we happily accepted because we believed the overall state of the hotel was due to the problems businesses have faced throughout the pandemic.
This brings me to my 3rd and absolutely final stay at this hotel. On arrival we were met with an empty reception and a sign to call a mobile number which didn't even ring out. Approximately 5-10 minutes after arriving, the manager arrived along with a member of staff who apologised, stating she was in the kitchen. Alarm bell number one! Where were all the staff?
Checking in was a breeze and the manager himself showed us to our room which on this occasion was clean (unlike our last visit). After doing a quick sweep of the room as I'm sure many other people do when visiting a hotel we discovered that the remote control didn't work for the television, there was a bulb missing from the bedside lamp, there were no spoons to stir teas/coffees with and no drinking glasses.
I went to reception to report these issues and was told the following:-
"It's a known problem with lightbulbs, we don't know where they've all gone".
"I can give you a couple of new batteries for the remote, but if that doesn't work I can't really help".
As for the other issues I was told that this poor member of staff was on her own until 11pm that night, and she could organise glasses for the room but wasn't able to open the bar until around 5:30pm. It was clear to me that this young lady was under pressure so I made arrangements to come back when the bar was open.
The first morning of our stay, we were offered either a continental or full English breakfast which was part of the cost of the room. We both opted for the Full English (of course)! We were not given a choice of what we would like on our plates, we just received a Full English. I have to say that the breakfast was OK however, my poached egg was overdone as well as the toast.
On the 2nd morning of our stay, the staff told us that there was no cooked breakfast because the chef had not turned up for work and hadn't informed anyone. At this point, we decided enough was enough and checked out early without breakfast. I asked at reception for a refund on the breakfast and was told this would be requested through "head office". Who that is I have no idea, and the staff appeared to be unsure themselves stating the email would go to another hotel owned by Talash Hotels (please google this company, you'll be appalled at what you read).
So....we wait to see if the refund comes through (not holding my breath). I say again, the staff were great and it's clear to me they are not well looked after by the company they work for. I wish them all the luck in the world.
What I will say to the owners is this:-
You own a beautiful hotel that dates back to the 11th Century and is part of our English Heritage (something I'm very proud of). You advertise the hotel as a wedding venue however, there are no gardeners and we witnessed beautiful bushes that were overgrown and covered in ivy.
The hotel itself is in dire need of maintenance, there are rotting wooden window frames, leaks in the roof, and the rooms are in need of decoration. PLEASE, as the owners, take a look at how you treat your staff, and if you can't put your hands in your pockets to restore this lovely hotel then sell it to someone...
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