Hardwick Hall Hotel — Restaurant in England

On December 15th we attended the 00’s Christmas party night as a works group of 11, I telephoned reception when booking the event to advise that we required a gluten free meal for a member of staff where I was assured this was not a problem and that a note would be made to accommodate the request.

On the evening of the event there was no staff available to instruct you where to sit or actually show you to the room or give advice on where to find seating information, this was eventually found on a small board outside of the room to find we were sharing a table with another group which was never previously advised.

When the food started to arrive bread was handed out and we informed the waiting staff of the Gluten Free meal, the bread was then changed and the starters followed, once again the dish was put down with bruschetta which isn't GF and was pointed out to the staff. When the main course arrived this was issued three times exactly the same as everybody else's, not GF. After the restaurant manager refused to take a complaints myself and a team member went to the main reception to speak with the GM - Jon Hill, at reception he proceeded to apologise and ensured it wouldn't happen again, the dessert arrived, and once again the chocolate tart contained gluten, this was swiftly changed to a disgusting syrupy fruit salad. - after this was change was made the staff forgot to place out the final 3 desserts which we are still awaiting to this date. Staff then proceeded to make comments when walking past and were extremely unhelpful - this resulted in 1 member of staff being removed from the function, however we were left feeling extremely uncomfortable and ill resulting in us leaving the event almost 2 hours before the end, ultimately ruining our night.

The meal which was apparently changed for Gluten Free left the member of staff feeling nauseous and off work ill for two days due to her severe allergies - Jon Hill upon finding out accused the illness as alcohol related, regardless of her only having 1 (ONE) bottle of Bulmers. Jon Hill further admitted that for party nights allergy requests aren't noted in the kitchen and that there is no table plan in the kitchen for staff to refer to to know which meals are due where so everybody has to get the same and send it back, aswell of a waste of food this shows a litany of failings and negligence. A food business has a LEGAL duty to provide customers with clear, and accurate allergy information about the food served. They must ensure that staff are trained and have rigorous diligence procedures in place - Hardwick Hall appear to think that this does not apply to them.

Whilst still at the event a member of our team slipped when dancing dislocating his knee and first aid attendance took over 20 minutes, by which point it had popped back in and Hardwick Hall were not in the slightest bit bothered by what he slipped on.

A formal complaint was made following the event to which Jon Hill was extremely dismissive and had to be prompted via phone call to respond, since his final response we requested that the complaint was escalated to a senior manager or director of the group who own the hotel, I do not know whether this complaint got escalated or ignored, but we have had no further response in over a month. If a senior manager would like copies of the emails and original complaint we would be happy to forward on.

Had we not repaid for this event we would certainly not of been prepared to pay on the night and any payment made would of been in protest pending...

Exploring the Grounds of Hardwick Hall||Tucked away in County Durham, Hardwick Hall has long been a place of history, beauty, and curiosity. Originally built in the 18th century, the hall we see today has grown into a country house hotel, but its roots go back much further. Hardwick Hall Park itself was designed in the mid-1700s by the renowned architect James Paine for John Burdon. The vision was to create a grand landscape of lakes, woodlands, and follies — the decorative buildings and monuments that still scatter the park today.||Arriving at Hardwick Hall||The hotel stands proudly at the entrance, a mix of stately elegance and warm hospitality. Walking through its grounds feels like stepping into a living piece of history, but with a twist — modern comforts blend with centuries-old design.||Walking Amongst the Follies||As I set off along the paths, the first things to catch my eye were the follies that dot the parkland. These whimsical, often theatrical structures were built to surprise and delight visitors. Strolling through the woods, they really do feel like hidden treasures waiting to be found.||Meeting Neptune||At the centre of the lake stands a commanding figure — Neptune, god of the sea, holding his trident proudly above the water. Surrounded by ducks and geese, the statue makes for a dramatic focal point. It’s easy to imagine the grandeur this would have evoked when first unveiled in the 18th century, part of Burdon’s vision of a landscaped paradise.||A Woodland Adventure||The woodland trails are full of character. Sculptures appear when you least expect them — a cheeky Gruffalo-like figure, a wise-looking mouse, a charming carved frog, and even a dragonfly perched proudly on an archway. These modern additions bring a playful spirit to the park, making the walk feel like part storybook, part historical exploration.||Winding paths lead through green tunnels of willow, across stone bridges, and past quiet corners where you can imagine what life was like centuries ago. The light breaking through the trees added a magical feel to the whole walk.||The Temple on the Hill||No walk around Hardwick Hall Park is complete without climbing the slope towards the Temple of Minerva, the classical-style folly that stands proudly at the top. With its domed roof and tall columns, it looks out across the estate and gives a sense of how carefully designed this landscape once was.||Coffee and Cake Stop||After exploring the grounds, the little café by the park was the perfect stop. A slice of cake and a hot drink by the window rounded off the visit nicely, with views out over the trees.||Final Thoughts||Hardwick Hall is more than just a hotel or a country park. It’s a place where history, myth, and nature come together. From Neptune’s watchful eye over the lake to the hidden sculptures in the woods, every step offers something new to discover. Whether you’re there for a relaxing stay, a family adventure, or simply a quiet walk, the grounds of Hardwick Hall are full of charm...

This being my 1st visit to this Hotel (28/12/2023)for a family wedding .Initially booked a standard room for just 1 night over the phone around 11 months prior to the event.This was a simple process to do but I did have to make another call a week later as I hadn't received any confirmation over the room reservation I duly received an email with the required details and I found the Staff to be very helpful on both occasions.The Wedding planner gave out information regarding early room access availability would be known a week before the Wedding.After a phone call to the Hotel I found out this wasn't the case as another Wedding the day before was taking place on the premises & I was advised to call back then, probably a lack of communication from various departments .The night before the Wedding I did receive check-in email so I did contact the Hotel once again by telephone & found out my room wasn't being used so an earlier check in time was possible. On arrival I found the Reception staff to be very pleasant & as I had already correctly checked in online, payment for the stay was taken ,room key card issued and I was soon on my way to find my room .Up a few steps along a corridor and I found the room .First impressions it looked quite nice ,not the biggest but adequate enough space for just an overnight stay. A closer inspection revealed it was very dusty in places especially on the carpet edges by the skirting boards & on table lamp light fittings. Infact the room also could do with a refresh make over as there's marks on the painted walls,rips & discolouration to the head board ,stain on the curtains. House keeping definitely needs to be addressed as thick dust just doesn't form to this level overnight & very worrying for anybody with allergies. The bathroom was a good size,nice & clean with a walk in shower which didn't provide any hot water on my arrival it was loop warm at the very best after a lengthy time running the water through. The Hotel itself was decorated beautifully inside for the Christmas festive season and I found the bar staff on duty @ the various bars i used to be very welcoming .It was a lovely setting for the wedding ceremony & the large dinning area room was well laid out with pleasant table service coming from the hotel staff serving turkey & roast beef dinners ,Food was very nice with a great variety choice of desserts on offer by self service .Next morning at breakfast ,tea or coffee orders are taken on arrival & served at your table wile breakfast itself once again,self service system with great range of hot or cold choices and I found the cooked food to be very nice indeed ,even the toaster was spot on toasting the bread as it should be done .There's a single row of car parking availability outside along the front of the hotel with larger carpark around the back .This hotel is set in huge grounds & does stage music festivals as there's a photo gallery of the stars who have played at the venue...