The Duncombe Arms — Restaurant in East Staffordshire

Place is lovely but the customer service is atrocious.

We booked to stay here for the night of our wedding 6 months in advance. The lady who dealt with us then was amazing, very accommodating and couldn’t do enough for us.

Unfortunately for us, she left and our experience went down hill from then.

The general manager took over, he didn’t know anything about our reservation despite already paying £900 upfront. He then tries charging us £207 for rooms we were originally quoted £195. I then had to explain that I could originally book the rooms cheaper through booking.com, rather than through them directly as we get a 10% discount. This became email tennis and me having to send screen shots to prove things….and still didn’t get it for the price we were originally able to pay through booking.com! He had a take it or leave it attitude, non apologetic, despite being wrong and proven wrong on several occasions.

On the morning of our wedding, some guest went down for breakfast (this was included in their room rate) and were criticised by the owner for not highlighting they wanted breakfast beforehand. Didn’t realise this was necessary when it’s included in your room but heyho…..They were then handed war time food rations as the kitchen was clearly unprepared for the guest daring to ask for food that should have been included.

The morning after the wedding, they kindly allowed us to have breakfast with other guest not staying in their accommodation. We had organised this beforehand so at least the portion sizes had improved Non guests had to pay £17.50 per head which was extortionate (even for a bowl of porridge or a slice of toast). A couple couldn’t make it so they waived this cost….but they certainly let us know about this kind gesture!

Lastly, when I met the owner as we were leaving, the day after getting married, there was no pleasantries, no congratulations. She just asked how I was paying for the remainder of the rooms I had already paid £1200 for, weeks in advance…..which I had to prove with more screen shots of my bank account as they had no record of this once again!

Oh….but thanks for some fresh sheets and towels! Again, didn’t charge us for this extra! £2500+ of business for them, everyones a winner!

Only stay if you don’t have any mildly complicated requests and good luck with who you have...

Booked 6 days in advance and specifically ask for the restaurant we saw on Google which is glass windows and a view. All went smoothly. 30 minutes before our booking we get a phone call saying due to bad weather the restaurant area with the nice view is not possible due to 'bad weather' and would we mind being sat inside the restaurant bit. We said sure, no worries. We arrive and we are sat in the pub area near the bar. We question it when arrive and no apology but not clear where the restaurant bit actually was so we started ordering. Wine lovely. Food OK. But then at end of our meal, we go to the toilet and notice a completely seperate restaurant area with a nice view and fairy lights behind a wall, full of diners. We get the very expensive bill and question the decision to be sat in the pub again with the deputy manager who finally apologised and offered to take off the discretionary service charge (we were going to do that anyway) and a free drink 🤨 I was feeling a bit silly seeing all the restaurant people pass through us all dressed up. While I sit in the pub wearing a sequin dress but we just got on with it thinking the restaurant bit was closed for 'bad weather'. The restaurant people were sat in the pub area to wait to be seated where we were sat to eat! We booked in advance so not a walk in customer. Handled very badly and very disappointed. I wanted a restaurant area, I could have very easily booked a pub elsewhere.. The lack of apology at the beginning was the biggest disappointment for us. Food bit buttery tasting all round but wine lovely. Won't come back. Check your booking before you book if a special occasion is my advice. And don't take no for an answer as very expensive food, ruined our evening really. Maybe because we weren't local - so felt bit singled out (no apology etc) . I'm still confused why bad weather can affect a solid restaurant building structure - but hey. Tried 3 times to leave this review as it's strangely linked to a different restaurant of the same...

Interesting if not wholly satisfying stay at this hotel with some Fawlty Towers moments to add to our experience. ||We arrived at reception to be greeted by a young man sweeping up glass from the floor after which he subsequently dropped another tray of glasses spraying more glass everywhere. He was new and accidents do happen. Later on during our meal a waitress managed to drop a drink all over a diner and he got soaked. I think the management need to invest in sturdier trays that aren't so slippery!||Our room was lovely, elegantly furnished, very clean, quiet and with gorgeous views over the fields and a great bathroom.||In the evening we arrived for our pre-booked meal and the restaurant was busy but not overly so.|We are both vegetarians and the menu was very limited on choice. We ordered what was available but the service was very slow. We didn't complain but a couple next to us did as they waited over an hour for their main course.|When our main course arrived it was lukewarm so we sent it back. The food itself was so disappointing, I'm afraid that new potatoes with a poached egg on a strange green sauce really wasn't great. The starter, some tomatoes on a bland jelly also was a bit odd.||We have been vegetarian for many years and love our food. I think this restaurant doesn't cater or use much imagination for those other than meat or fish eaters.|Our vegetarian breakfast was great but again we had to wait a while for it to be served. The waitress did apologise but didn't offer more tea or coffee whilst we waited.||Overall, a lovely setting, great room and views but really not one for us veggies and we won't be...