The Green House — Restaurant in Great Britain

We had booked the greenhouse hotel for an event we were due to have during Covid 19, which understandably had to be cancelled. The deposit was refunded to a voucher (£200). I booked a table for lunch today and stated I had a voucher and provided the voucher number. When me and my husband arrived for the meal, I explained to the server that we had a voucher and she responded that is fine we will deal with that at the end of the meal. At the end of the meal the bill arrived £118 and I again explained we had a voucher. This server (different to the one who greeted us) advised he wasn't aware I had a voucher and I would not get any change from the voucher. I said I didn't expect cash change, just the £80 to be left on the voucher and he advised it wasn't possible. He said my options were to loose £80 or to pay for the bill in cash and save my voucher. I asked to speak to the manager. The manager explained their system wouldn't allow for them to create a new voucher and I should have asked before booking what would happen with any unspent money. I responded by saying that it does not state anywhere on the voucher nor was I told that I would loose any unspent money. The manager said her staff have to much to remember to do in their job without having to advise people with vouchers of this and I should think about what the staff are going through. I reminded her that I am the one who is now down £80 not her staff members. The manager then called me harsh and that this issue is not a fault of the hotel just their process. I told her I was disappointed in the service which she seemed surprised at. This was my mine and my husband's first meal out alone since having a baby and I have never felt so baffled, confused and shocked by a service before. I never knew when I went into the restaurant that I would have been left £80 down or be called harsh. I would usually recommend this restaurant, but moving forward it will not be a place I would recommend due to the lack of customer service. I don't usually leave reviews and I would never usually complain but feel others need to be aware of the voucher situation. The manager did tell me the person creating the voucher should have sent 4 x £50 vouchers over rather than 1 voucher for £200 and when I highlighted that this was the fault of the hotel and not mine she shrugged her shoulders and said there was nothing that could be done and it wasn't her fault personally. As a manager it is a concern that she offered no options to try and...

When we look back at when we have returned to hotels, the Green House features in our top 3, as we have stayed here 4 times over the last 10 years.||We last stayed over the bank holiday and it had been several years since our last visit.||Good things:|Friendly staff and welcome|Location|Comfortable bed|Decent room size|Good quality toiletries and in room amenities (apart from lack of fridge)|Clean||Not so good things:|Decor is looking a bit tired now but still pleasant|Thin walls and ceilings (admit not much can be done about this, but perhaps consider putting families on lower floors if possible to minimise noise from Running and jumping)|No air con or fridge (again appreciate that this is an older building and not so green!)|Breakfast was really disappointing (see below)||When we first stayed here, we were taken by the story as to how the Green House aimed to be sustainable and comfortable, and I think this has been lost along the way. Small improvements such as - if you are not providing a fridge, maybe a small cool box and insulated drinking bottles would help make folk more comfortable, as I could not imagine staying here in the summer.||Breakfast was actually pretty disappointing I wished we had gone somewhere else. Two measly muffins with burnt, inedible bacon (shouldn't eggs benedict be made with ham?!) hidden under barely warm hollandaise. It was a shame as I have always enjoyed my breakfasts at the Green House, and again, I am not sure whether the food was locally sourced as it had previously been. Hoping this was a one off bad experience, as we have dined in Arbor and it has always been great 👍 |||Parking is now £10 for 24 hours, which we didn't mind paying as previously it had been a bit of a challenge getting a space.||Will we stay again? Not entirely sure. It was a lovely stay as always but just not as...

Expensive and not worth the money. Paid £788 for 4 nights and ended up coming home a night early through lack of sleep.

The mattress/pillows are awful and far too soft. Room was far too hot with no air conditioning, just a small fan. The floor boards creaked from the room upstairs and the walls are paper thin so we could hear the room next door coughing uncontrollably through the night/early morning. The windows are old school single glazed sliding windows so not noise reduction from outside noises when we did shut the window. Also, the doors are very heavy and other occupants seem to have no consideration letting them slam shut especially when getting up at half 6!

Our room name was "Birch" so I would recommend avoiding this room when offered. It was the only room available for our duration at the time of booking and is advertised as a "small double" The hotel is not lying!

Staff are very friendly, hard working and very attentive at breakfast. Breakfast is of good quality and couldn't fault this.

I did raise our concerns over the lack of sleep caused by the room to the receptionist on the morning after our third night. They did offer to allow us to move room but could not give any guarantees other the mattress not being the same. As a couple we weigh 20 stone and the mattress seemed to sink in the middle and we'd often roll towards the centre. I did state this but little could be done. My request for a 1 night refund was rejected but we decided to leave a night early anyway. A fourth night with little sleep, a 4 hour drive home and with work on Monday was simply not an option.

Overall very dissapointed with this hotel, definitely not worth nearly £200 a night which resulted in our stay...