British Pullman, A Belmond Train, England — Local services in London

As soon as we arrived for the Murder Mystery Lunch, we knew that we were in for a real treat. The drinks reception at Victoria Station, with a fantastic singer, set the tone brilliantly. The welcome from Adam Hill, Nicola Brooke and their team was so warm, and we were made to feel like VIPs before we were even in our seats. Sarah, Pippa and Hakim looked after us fantastically in the stunning ‘Ibis’ carriage; they were so attentive, thoughtful and made us feel special throughout the day. They went above and beyond to make it a trip to remember. My travelling companion is Deaf and we were so happy to be in Sarah’s capable hands; she is trained in deaf awareness and so she ensured that her speech was loud enough and clear and that her lips could be read, she also greeted us in BSL which was a lovely touch. The food was delicious. Meals for those with dietary requirements (vegan) were equally elegant and tasty. I love a murder mystery and came armed with my notebook, ready to detect clues! The murder mystery itself is so cleverly constructed that whether you’re a budding Poirot or simply curious you are able to engage with the experience and really enjoy the day. The acting is incredible, and they tell the story so skilfully. The experience is fantastic fun to be a part of. The golden thread which ran through every aspect of our day was impeccable service. Adam led an exceptional guest experience throughout our trip. He somehow managed to anticipate what we might need before we even realised it ourselves and made us feel highly valued. He clearly genuinely loves talking to guests and takes pride in the incredible guest experience on the British Pullman. Nicola was wonderfully thoughtful and immediately made us feel relaxed and welcome. Across the day, when they passed through the carriage Adam and Nicola always checked in with us - another example of how outstanding hospitality is at centre of...

I was looking for a Steam train experience for my Mothers 70th birthday and found this company online. Their Home page picture shows a Steam Train, even when you click on “The Train” section to explore further this shows a Steam train.

In actual fact they actually offer very few Steam train experiences with the vast majority being pulled by Diesel train. I unfortunately found this out the hard way, my parents were very much looking forward to the Afternoon Tea I had booked. They were not the only ones to be disappointed with the lack of Steam Train.

When I complained, at first I was ignored and they sent me a list of other Steam train experiences. Then I attached the images of their misleading wording and photos and got ushered to the general manager.

To my disgust their explanation is Steam Train experiences say Steam in them, but interestingly NOWHERE does it say pulled by Diesel train. This is completely misleading with their images of Steam trains in all sections.

Even when clicking on the Afternoon Tea section it states “ The British Belmond Pullman takes you on round trip” It does NOT say luxury carriages pulled by Diesel train.

In the journey what’s included section it’s says... “Round Trip aboard the British Belmond Pullman Train”, again nowhere it states luxury carriages pulled by Diesel train.

As I mention even clicking on “The Train” it shows carriages and a Steam Train.

My complaint has fallen on deaf ears, they had the nerve to off my parents a chance to see a Steam Train at their depot. Completely deflecting and mushing the point that they are misleading customers. I have lost all faith with this company and a quick search shows e are not alone. The fact that they continue to do this , will not change their wording or pictures shows the way they operate.

Please do not make the same mistake , at nearly £500 for two people it was a costly...

Given the missus’ love for trains and our previous positive experience at Le Manoir (which is another Belmond venture), I decided to make our life journey official aboard the British Pullman.

I booked the festive lunch journey in December, and it was a surreal experience – the scenic beauty of the route, the top-tier service, live performances, and the delicious food prepared and served with finesse, came together perfectly.

After booking the tickets, I spoke to Fatiha from the customer services team over the phone and explained my intent. She worked tirelessly to secure us an upgrade to a coupe!

Ath the platform, we were greeted by Adam who heads up hospitality and operations for the British Pullman – they confirmed our upgrade and we were then looked after by Hakim and Lulu (my apologies if the spelling is incorrect)

Both were incredibly attentive, polite, and pleasant, answering all our numerous questions about the train, the journey, and the sumptuous food to create an enjoyable and memorable experience.

The food was decadent yet balanced. Seeing how I was partial to the warm apple juice and elderflower drink, Hakim ensured that I was constantly topped up and we also discussed the cured salmon on the menu in detail!

Lulu ensured the missus’ bubbly never ran out while keeping us hydrated but also invoked her inner photographer to capture the memories we created on the train

The magician onboard added to the charm of the journey and since the trio of singers visited us after my having proposed to the missus, they congratulated us and performed a special song, with Adam also returning to congratulate us!

Thank you once again to the British Pullman team for making our special day even more special...