The Coach House — Restaurant in England

I would rate this place a negative 5! Do yourself a favor and stay somewhere else.

Booked a 2-night stay, arrived at 10pm. I went to the toilet and the toilet was broken and wouldn’t flush. I thought I could add water to the empty tank, but that didn’t work either. I called the phone number for help and there was no answer, it rang a few times and then just hung up. I then sent them a message through the Agoda App and a person replied stating that they would escalate this issue as it was an emergency. I waited and they gave me another number to call for maintenance issues. I called and only received a voicemail. I left a message and then reached back out on the App to tell them that I got vm. I was then instructed by the “after hours” property manager to text the same number and to email them! I emailed them, but couldn’t text due to my foreign phone number. Why this after hours support person couldn’t do this for me is beyond comprehension!!! I was just told repeatedly to wait. I asked if I could be switched to another room, and was told no. I went downstairs to see if there was anyone one property who could help, and there was no one available.

I waited until 11:15pm and stated that I must leave and go to another hotel. I asked to have my booking cancelled and refunded. I was told numerous times that they apologized for my inconvenience and would escalate my issue. I left the property and went to another hotel.

The next day, at 9am, I received an email stating that they were working on FINDING a person to fix the toilet. So basically, they wanted me NOT to use a toilet for over 8 hours!

I contacted them again, asking for a refund. Again, they stated that they would escalate my issue. I called the property number in the morning and spoke to the same support person I had been chatting with on the App. She stated that she didn’t have any authority to do anything, other than contact her team for escalation.

I reached out to Agoda for assistance and they contacted the property on my behalf. They stated that the property was willing to give me a $15 refund for inconvenience, but that the toilet is working fine now. Are you kidding me???? I have documentation of text messages between me and the property management team member, who numerous times acknowledged my issue and just kept telling me that my problem was being escalated.

I wanted a full refund since I was paying for a hotel room with a fully functioning toilet, shower, and sink! They did not deliver on services that were advertised!

The entire place is rundown and needs serious updating. The bed was curved in and the carpet was stained. It clearly is noticeable that the owners simply don’t care about the place and put minimal effort into it. This place is an absolute dump!

I travel extensively and this is the WORST accommodation I have EVER had! DO NOT...

We stayed for one night on 8/8/20 and we had an amazing time. The room - clean and nicely decorated. Bed - comfy and bed linen good quality. Small shower room and the shower could have been a bit more powerful but it was spotless. Staff - excellent, very polite, friendly, hard working, thorough and nothing was too much trouble. The food - oh my word The Food....! Absolutely delicious - neither of us can fault a single aspect of any of the meals we had. Outstanding. We had some fab cocktails (recommend the Drumstick!) and then went out to see the night sky - it's one of the darkest places in the UK to see the stars and the milky way. We were blessed with a clear sky and gobsmacked by the amount of stars we don't see at home because of streetlights. The Coach House is set within grounds it shares with a quiet holiday park (no nightclub or shop on site). They have hot tubs and there are no caravans, just log cabins and cottages which blend in well with the surroundings. There's a walk through woodland to a small lake where we saw deer, a heron, dragonflies and baby moorhens. Picnic tables all around for a sit in the sun. There are wooden swings attached to branches from the trees that take adults as well as kids... One thing to be aware of is that there are no shops or anything particularly nearby - you'd have to go back out on the main road to get to Otterburn village, which has an excellent village shop. Once you're at the Coach House you can only take advantage of what's on site - small beer garden, the lake, short woodland walks etc. The Coach House is an excellent base I think. Breakfast was, again, delicious - the chef is amazing. We had a wonderful time and would both recommend and...

Terrible accommodation! If I could rate it ZERO I would!

Dog Friendly room B - is absolutely appalling and not fit for purpose. It’s the size of a storage cupboard !! Tiny, dingy, room Multiple stains on carpet Light fitting not fitted properly Shower was useless and the cubicle smaller than that in a caravan !! Shower door won’t shut Bathroom tap broken Cob webs everywhere Multiple holes in walls 2 single beds pushed together and creak every time you move. No WIFI signal at all in room.

Also…..don’t think you can complain to the owner…… he is an arrogant non objective passive aggressive individual who refuses to move you rooms and refuses any refund even though we said we didn’t want to stay there as it was so bad - we had booked for 2 nights - we checked out after 1 as the room was simply atrocious - we only stayed 1 night as we had driven a long way and it was late.

This room is not even 2 star and not worth £50 a night never mind £120 !!! It’s very poor value for money.

We booked our stay with a Wowcher voucher so dinner on first night and bed and breakfast on both nights and we still felt ripped off as we left after 1 night ! The only saving grace is the food in the restaurant is nice.

However Room B is disgraceful! - breakfast staff were lovely - the owner possibly should not have interactions with customers. He is highly unpleasant. Avoid visiting here for overnight stay if you are looking for somewhere dog friendly unless you wish to be treated and spoken to like a dog yourself !! Absolutely awful hotel...