Heritage Park Hotel — Hotel in Great Britain

I stayed at this hotel at the end of August 2024. It was a last minute booking as my son and myself needed somewhere to stay for one night. I booked 2 rooms via a web booking service for 1 night.

We arrived at the hotel quite late (around 21.45) and were asked for booking card details - even though we had already provided them, but I was told at the time it was a new payment system that they were having some teething issues with and they needed new card details.

We left early the following morning. The review of the rooms themselves is 'Rooms were pretty uninspiring, pretty much end of the corridor, next to the road, although I get that it was a last minute booking. TV didn't work to start with but got it resolved with reception. Mattresses in both rooms weren't fabulously comfortable. Checked out early next morning so can't comment on gym or food... But overall feeling is that looking at the decor and feel of the place is really dated, in room WiFi isn't great quality, and fittings are pretty worn. To top it off, I've been charged twice.... But am waiting for the hotel to reply to a mail requesting a refund. Would only stay here again if there was no other option within a 20-30 min drive'

I am now almost 4 months later and the hotel still have not refunded the money. I have emailed them on many occasions, and have phoned them in excess of 20 times. I have received a single email back from them, telling me to phone reception and leave my card details (This email arrived a few days after I raised a small claims court case against the hotel). I replied back to them saying that I was happy to hear from them but that the refund now needed to include the small claims fee and interest. I have heard nothing back from them after this despite emails on 9th Oct, 25 Nov, 4 Dec, and phone calls on 3 Dec, 4 Dec, 5 Dec, 9 Dec, 13 Dec, 16 Dec.

The General Manager is apparently called Mr Evans. He appears to be a very, very busy man as he has been unable to return a single phone call, and does often appear to have 'just left' when I call which is most unfortunate, and all the messages I have left for him appear to have got lost between reception and his desk.

Whilst I get that the service industry is often an unjustified target of criticism, I stand by my original review on the hotel. If you have any sort of issue and try to phone or email to resolve it, then the customer service is worse than appalling, there is apparently no-one else at the hotel who could deal with it, and they appear to be unable to deal with resolving an issue that they themselves caused. This establishment appears to be a complete catastrophe, and I would suggest...

No response from two emails sent to the heritage park hotel.

I am emailing after the family meal we had at the heritage loft restaurant last night - 6th January. I did not feel it appropriate to complain last night as it was my sisters 40th birthday and there were 16 of us in total but I do feel it is important to give feedback today on the evening and meals.

To start, it was disappointing to see a great big pot full of water right where we were sat due to a leak in the conservatory. Given the restaurant was very quiet last night I am sure we could have been seated elsewhere, even if we were slightly separated. A simple phone call to explain could have solved this.

Secondly, the majority of the food was cold when arriving at our table, especially the fish and chips. We waited a further 5 minutes for the hanging kebabs to arrive which meant some people were half way through their meals by the time 4 of the party had received their kebabs. The other meals would have been stone cold had we waited for all the meals to arrive before starting together.

Also, the hanging kebabs are advertised as coming with a full salad and red cabaret etc. None of this was included last night, meaning it was just the kebabs, chips and naan bread (very dry). Again this was very disappointing and could have been resolved if I had been contacted before hand and explained that a lot of your delivery order hadn’t arrive that day. As this was the case with the chicken wings, which several people ordered for their starter but then had to change their order on arrival.

The steaks (which as all meals were pre ordered) with preference added, were very over cooked and very dry. Again disappointing when they are almost £22 each!!!

Considering all of this, the service from the two ladies last night was lovely, although they did seem quite stretched and understaffed.

There were five separate families in my party last night with the bills ranging from £45 - £95 (not including drinks), so some families had very expensive bills considering the poor quality and execution. We have dined with yourselves on many occasions over the years and this was very disappointing hence the need...

AVIOD THIS HOTEL. We never stayed the night, we got there just 9pm Where do I start, getting out the car I could smell someone smoking weed, that was put off straight away Then walks into reception which was ok receptionist was polite and ok Then when we started going to our room the damp smell hits you in the corridor, gets to our room, the door was stuck hard and you had to give it a good push to open it, the window was open most probably to hide the damp and mouldy smell in the room, went to close it mould all over it, def people has smoked in this room can smell stale smoke, went into bathroom, if you needed shower you would be more dirty coming out than going in, plug hole mouldy and dirty. Towel radiator was rusty, aswell as the screws holding the mirror, bathroom door mouldy, cracked basin, shower curtain mouldy and shower head omg I nearly threw up, it had bits of dirt and hair in bath, extractor fan in bathroom coiling was dusty and disgusting hairs on bedding and and duvet cover dirty, no pillow protection or mattress proctors, I thrown better pillows away. But they expect you to sleep on them, very thin and had stains , stains on mattresses, room had bits of rubbish on floor, no hangers and room dusty not up to standard by any means, The hotel needs to retrain the housekeepers. The manager of this hotel either don't care and not bothered, or has no clue how to run hotel, they have not address theses issues which obviously has been going on for months, and still allowing guests go into these rooms and expect them to stay, the manager must be delusional if they think the hotel up to standard, best thing they can do is shut it down and revamp it. Maybe then they may keep the guest to stay the night To be fair the receptionist did write down the issues but I very much doubt that anything will be done about it I wish I read the trip advisor review before booking we actually drove over 2half hours back home as noway would stay there, it was getting late to find another hotel and more money to spend to find...