OYO The Townhouse — Hotel in Great Britain

What a huge shame.... Ive found it difficult to score this place because the staff here are absolutely wonderful and deserve better. The place itself has so much potential and is beautifully situated. However, there are so many things wrong all of which could be fixed or corrected very easily. Negatives Email a few days before arriving to.say they had gas issues and unable to provide usual menu,the offerings were essentially pizza or Bolognese. No thankyou we booked a 2 night deal amd were really looking forward to the good food i remember having here historically. Since our return ive looked at reviews these "no gas" issues date back to February!. Stop advertising evening meal deals and do b n b if you dint have a chef or what ever the reason, stop advertising what you cannot provide. You are putting your wonderful staff in a terrible position and disappointing your customers constantly. You offered us drinks vouchers as part recompense for no evening meal, we couldnt get the drinks we wanted,you have a decent wine list in the rooms however, no red available, only zinfandel rose and a choice of pinot or sauv which was dreadful and not drinkable. No ice to make cocktails, no bourbon, nothing to make a porn star martini except passoa, it was hard work trying to get a drink here just shocking. Guy at the bar (who was the owner ive since found out) when I went for drinks said he didn't know how to mix drinks as his staff member had gone home unwell. I was behind the bar trying to pull together some drinks. I asked for ice, none in the machine, he brought me a cup with 4 pieces of ice in. I gave up and went back to the room. My husband was furious id been gone 20 mins and returned empty handed. Approx 30 mins later the chap from the bar appeared with two porn star martinis and two "old fashioneds" they weren't drinkable unfortunately and were left. The chap had ring one of hos staff members to ask how to mix the drinks, I mean really! They were warm and unpleasant sadly. The room Le Jardin looked wonderful on the surface a few little tweaks here it would be amazing, the taps on the sink don't work they just turn round, the ceiling in the bathroom.is mouldy and dirty, it looks wonderful if you dont look up! The shower head is full of limescale, the kettle doesnt work and the list goes on. The staff here take real pride in their work they are trying so hard give them the tools to make this place winderful again. The hot tub, beautifully situated, most stunning outlook, clean and fab but parts missing from the sides and a few wood repairs on.the shelter would make it wonderful. We left after our first night basically couldnt take any further disappointments heregiven this was a much needed break! We couldn't even bring ourselves to stay for breakfast which they are managing to do it seems. I spoke to the lovely young lady on reception and explained everytjing above to her, she apologised profusely again i told her urs simply not your fault. I complained to wowcher and afyer much persistence got a refund credit for half of the deal, ive booked a stay in the lake district in the hope it restores our faith in Wowcher who are also at fault as they continue to advertise the deals including dinner etc knowing it isnt going to happen....

Do not ever go to the The Town House Durham unless you want to be joined by the cast of bugs life and feel like you are in a bush tucker trial.

I am not one to ever voice my review or opinion about a business without good reasons however I advise no one go here.

We have just got back from a night in the townhouse and can reccomend that no one goes. The afternoon and hot tub was lovely however little did we know that we would be greeted by the bushtucker trial in the middle of the night. There was clearly a wasps nest or a problem with bugs getting into the outdoor lodge. An experience we paid £250 to endure!

There was a dead wasp on the floor when we got in so thought nothing about it and then went back into the hot tub. When we had got back into the room there was a wasp on the floor in the bathroom.

In the middle of the night a wasp crawled out of our sheets and stung myself on my leg. So at 2 in the morning we were trying to check the room over to make sure that there were no more. We got back to sleep finally after closing the door to the bathroom and putting the blanket underneath the door in hopes there wouldn’t be anymore that could come in.

We were that tired we had slept past breakfast and were awoken again to two dead wasps on the floor, another one in the sink and one flying around the room.

Feeling irritated and upset we thought we would be able to help get this issue resolved by the customer service team.

The managers mother was the one that spoke to us, when I told her about our stay there was no apologies or sympathy just a “I’ve been stung on the neck by a wasp before”. She then went into the room where we were staying and after coming back she rudely asked us “so what do you expect me to do, you’re not getting a refund for 2 dead wasps in a room”. She then tried to justify the possibility of the wasps being in the room by the cleaners leaving the door open to tidy.

The customer service was disgusting and when I asked to speak to the manager she told me “he’s my son he’s not going to do anything over a few wasps.”

So unless you want to spend £250 to endure a night which feels like a bush tucker trial do not step foot in the townhouse. After working as a receptionist for different hotels this is not how complaints or customers should be dealt with or spoken to. I am absolutely appalled that there was such a lack of customer service and the issue was not resolved. We definitely will not be coming back here again. Utter...

We booked a stay for Dinner, bed & breakfast with prosecco and a hot tub for our anniversary. After our booking had been mixed up we were told there was a cancellation so we could be accommodated. We stayed in the Garden accommodation. The buildings and grounds haven't been well kept and spider webs and wasps everywhere. Initial impression of the room was good. That's where the positive ends. We were told there was no gas in the kitchen (hasnt been since June) so we couldn't have an evening meal. We were eventually given a £25 voucher......to spend in the Townhouse! We decided to use the voucher in the bar, however they didnt have lots of the ingredients available for the cocktails so couldn't make them..... we also had a long wait whilst the barmaid left us to check people in! We were told that breakfast would be on as the pizza oven worked so the housekeeper cooked breakfast in the morning. Wish we hadn't bothered. The TV didn't work initially but this got resolved after complaining. Had to ask for toilet roll, was told the owner had gone to the shop for some. Had to ask for our prosecco. Hairs on the bed pillows and they smelled used. Cobwebs and spiders in the room on the ceilings. To top it all.off after 5 minutes in the hot tub we turned off the jet and noticed lots of things floating around which looked like dead skin and there was dirt in the bottom. It didn't have a smell of clean chemicals. My skin smelled awful so I went straight in the hand held shower (only a shower pipe in a bath) and got dressed to go out for food. After complaining to the owner he tried telling me that the hottub had been cleaned and that the floaters were chemicals. I asked if he would get in but he refused to answer, took some pictures and said it needed "properly emptying" Pictures are on TripAdvisor. We heard lots of other guests also complaining about other problems. Absolute shambles of a hotel which is such a shame as it used to be amazing. Spoilt...