Castle Hotel — Restaurant in Sevenoaks

Please note before reading I am very fair with all of my reviews.||Booked a 2 night stay paying full price due to their website, online reviews and proximity to the Mount Vineyard (attending a party) the reality was far removed from what I had seen and read.||Arrival was fine, however I have never been asked for payment when checking in, we had a table for 6 booked that evening, I expected the bill to run until we checked out covering any other items. BTW wine and small cider just over £15 - suggest you pop over to Raffertys village shop, great wine selection and bottles well under £15.||We had room 2, a classic superking, paid £330 for 2 nights B & B. The room was small with an integrated ensuite that had no ventilation or extraction fan. The bathroom is tiny with a distinct lack of water pressure - more a trickle and all fitting rusty and some falling to pieces. ||The room itself only had 1 window, again only source of ventilation and under the window were the bins so extremely noisy when staff emptied bottles into the bins. This room is exceedingly HOT!||The evening meal was booked for 7pm, bar and restaurant areas were very noisy probably due to the high volume of the music playing. Orders were taken, server spilled drinks over my husband, they were more worried about the table and menus than the customer and to top it off the order was wrong. Food arrived for 4 of the party, when we questioned about the other 2 meals the response "we've had to get them out of the freezer" After the meal I ordered a liquer coffee - they double checked it was with Di Sarono however they initially brought an Affogato oops! A double espresso arrived we questioned that it wasn't even a single to be told "yes it is I pressed the right button" BTW it was cold too!||We confirmed we would be down for breakfast around 9am, when we arrived there was still food on the floor from the previous evening and there seemed no urgency from any of the staff. It was like watching a scen from Kevin and Perry at times!||The Castle closes on a Sunday at 6 so we ate at the Plough - very enjoyable. ||As we had a long journey we went for breakfast as advertised at 7.30 - door closed no one around, we decided to give it a miss, eventually some staff were in by 8.15 just as we were leaving - you shouldn't promise something you have no intention of delivering. This is obviously why they don't leave a bill running as staff are not there in the morning to take payment.||The issue that overrides all of the above is the attitude of the staff, there is no urgency to deliver outstanding customer service. The staff lack firm leadership and are often found outside, at the rear of the Castle, smoking, drinking and swearing - this all in sight and earshot of customers, it's almost as if customers are an inconvenience to their...

Good quality food and good quality products in the rooms The Stay was lovely but bit noisy at the front bedrooms. So if you plan to stay here try and get a back room which will probably be quieter. ELLENA was amazing and is a credit to the company. We came for our uncles funeral as we do not come from the area. So when we arrived at 3pm to book a room we saw a young lady I think she may of been a assistant manager but she wasn't pleasant she did NOT have good customer service skills sorry to say. I told her about booking a room for the night as we were staying the same night she said the price I said to her the price is different on line . She then made me have to show her which I did . She then said that's because it's non refundable. I then said well we are staying today so there is no need for a refund as we're are actually here but her front desk skills is not a standard that we are used to and when we came back at 10pm from our uncles wake we tried to get into the hotel from the front door and didn't seem to be able to get in so we tried the door again and again and the girl opened the door and liturally said this door is not open atthis time and the back door should be used. We were ins hock we were not told this and the hotel hpurs we thought was it closed at 11pm not 10pm. So when she sadi we should of used the back door she was not happy. We also was not happy as we do not coem from this area and we was not told to use that back door at a certain time . In the morning we came down for breakfast and wow what a difference to be customer service that we had in the morning .A young girl called Ellena was outstanding her customer service is a credit to your business. If it wasn't for Ellena I would of only given a 1 star rating due to the first girl the day before but with the welcome in the morning from Ellena made my star rating to you more. So it's a massive thankyou to Ellena and also compliments to the chef on our good...

The room was so small I had to be careful when getting out of bed in the night in case I banged into the fireplace. The bathroom was so tight that I could not sit on the loo straight, I had to sit sideways. To dry yourself after a shower had to be done outside of the bathroom because it was so small. The breakfast was terrible. We arrived at 7:45 as we had to be out by 8:45 for a meeting. There was only one other couple there. We ordered and then waited. 15 mins later my wife's food arrived and I continued to wait after a total of 30 minutes my food arrived. It was bad that I called for the chef to come and look at it. It looked as if all the burnt bits in the frying pan had been scrapped up and layered over the tomato and bacon. Whilst the chef was there, I lifted the metal container holding the baked beans off the plate and under it was a mess of yellow egg. The chef agreed that it was bad. He apologized and took it away. The chef said he would replace it within 10 mins as I told him I only had 15 mins before I had to leave. I then waited a further 20 mins. I called for the manager and explained what had happened. He refused to accept that the meal was bad even though the table next to us pointed out their breakfast and how bad it was. The manager offered a discount on our next visit. It took me 73 years to visit Kent and am unlikely ever to return in my lifetime. The manager just kept grinning and saying there was nothing he could do. I asked to speak to his manager so he went away, still grinning, and returned with his manager on the phone. Within 30 seconds of talking to him, the line went dead so I gave them my business card and asked for a call back. You will not be surprised to learn I have heard nothing. I expect my card went straight in the bin (that is the impression I...