Charnwood Arms — Restaurant in North West Leicestershire

My girlfriend and I stayed Saturday October 26th - Monday 28th. The hotel seemed rather booked up being the last weekend before Halloween and many guests appeared to be visiting local Coalville, just the same as both we were also.

Pro's : We arrived around check in time (2pm) and I was instantly greeted at the front desk and advised straight away to use the ipad device to make sure we was not accidently stung for parking fee's, which was great to see staff actually caring about guests rather than other places that leave it down to yourself where many people end up with a nasty suprise through the door later on.

I was instantly given the key and asked to fill in a rather simple form with basic and unintrusive questions. When I explained I was visually impaired the member of staff apologised (which was not needed) and they helped me by filling it in for me instead.

We arrived at our semi detached little chalet and was able to comfortably fit our large SUV right up to the front door which made unpacking a breeze.

Firts impressions and throughout the room was really well looked after by both the hotel and the house keeping staff. It was clear through out with no little dirty surprises and the carpet, walls and linen, were all to a higher standard than I imagined for the price of the room

As usual we over packed but there was so much room avaliable in the room we never felt crowded or a need to constantly put bags away in fear of tripping over things.

The pillows (2 laid out and 2 extra on top of wardrobe) were extremely good quality and well filled. I imagine many get stolen lol.

The room was in our opinion overly warm. However it was nicer than walking in to a cold aired out room and we was able to turn the radiator off which was simple and obvious to use.

Even though the hotel was fairly booked out, the room remained relatively quiet even with the gravel road and car park that passes through the hotel grounds. We didn't hear our connected neighbours once and we hope they had a similar experience with us.

House keeping came around and politely knocked the door during Sunday but left us to it when I called through the door saying we was fine for that day. Was nice to see housing keeping whether people wanted their doors opened rather than other places which seem to open your door as they knock.

Check out was a breeze and was as simple as handing our key over to front desk who were polite and actually at the desk rather than again some places where you're forced to wait for someone to turn up during check out time.

Would happily stay here again in a heart beat. Probably the best hotel we've stayed at all year and couldn't recommend enough.

Even though our stay WAS exemplary I only feel it fair to leave a few minor notes which were difficult to come to.

Con's

It would have been nice to have a fan and maybe some coffee as both were missing. Also there was no mat in the bathroom or shower mat in the bath/shower. This meant it was rather slippy getting out of the shower and yes you can ask at reception, but having to do so is an unnecessary step for safety imo. Also the shower is controlled  by the taps meaning you have to lean down to attempt to change the temperature or turn the shower off. Personally I'd have preferred a proper shower or at least higher taps.

With the ample space these rooms have, it would be nice to have a king size bed option. We have a superking at home and from going from that to a standard double it was a squeeze if...

Poor experience. No staff around to check me in just after 10pm. Eventually got the key. No heating in the room despite it being -1 outside. No shower gel in the bathroom. Contacted the OOH number, but no answer. Heating coincidentally came on around 6am when staff started to show up. Very cold night….

Informed staff at checkout time the following morning. Young lady was empathetic, whilst the elderly lady came across sarcastic, condescending and dismissive - “was it a bit chilly?”.

Only stayed the night to get to a work meeting early the following day. Will not be using this hotel again. Will stick to more reputable hotels.

Response to the comment below - this was booked through my employers booking platform and the check in time was not stated. Even on other public booking sites, it’s information hidden in small print. I’ve never stayed in a hotel where there is no staff or point of escalation around the clock. This must be very low budget.

Needless to say, that wasn’t the major issue; it actually would have been better if staff were not there as I could have gone elsewhere (it was NOT 11.30pm. I was already in the room by 10.35-10.40 so I’m not sure why you said 11.30pm - I have timestamped photos from 22:51 which I took after unpacking) - the main problem was the fact that the room was not prepared and the heating during this winter weather was not on despite me turning the valves on full. You did not answer the OOH number - so what is that number for if you’re not going to answer the phone to care for your guest?

You also neglected to fill the toiletries in the bathroom. You left an empty shower gel container in the shower and gave me just enough hand wash to wash my hands twice …. And you expect your guests to shower with what exactly? I’ve stayed in hundreds of hotels - you are the very first to have failed in this.

The attitude of the elderly lady the following morning was shocking. Rather than apologising for the lack of heating - she proceeds to mock me and belittles my complaint by talking to me as if I’m a child. Have also left a review in our internal work platform so that nobody else from my company books here...

Ordered a roast only had Turkey no problem. I arrived I was shocked to see what little food there was. 2 slices on turkey that looked like they came from a sandwich meat packet. That was made so dry by a heat lamp it looked burnt, 4 small potatoes, dried up veg and no mash. On asking where the mash was I was brought a lump of dried up mash that must have been sitting for some time. If it had not been for me not eating since early morning I would have sent it back. On seen I was upset by the meal a manager came to the table. I told her of the condition of me meal. For her to say sorry I told her it was not good enough and she just said sorry again. I informed her that her sorry did not mean much to me. She left with an air or sarcasm in her voice When the waitress came to clear the table I was asked how the meal was. She was informed as I had previously I was offering a dessert then my money back I told her I would complain and did not wish my money back. It was not about money it was about how unacceptable me visit to the establishment was. We left before her return. The food terrible The atmosphere was like a kids play pen The waitresses / waiters do a good job Chef should be ashamed to send this door out to customers The management do not know how to talk to customers or deal with there complaints. Car park looks like a building site. Be careful. Eat her if you like your food dry and non existent Then I get another pittyful excuse of an apology on here. PLEASE READ THIS BOG STANDARD SORRY MESSAGE. GUYS DONT EAT HERE. THE ONE IN SWAD IS SO MUCH BETTER.. THE FOOD IS COOKED NOT LEFT UNDER HEAT LAMPS. THE GIVE YOU A PLATE FULL NOT A KIDS MEAL. FUTHER TO DEIVE BUT YOU WONT GO HOME HUNGRY LIKE I DID HERE. I had moved food...