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Reviewed 4 weeks ago

This was a disappointment having spent £269 for one night. The water pressure of shower was pathetic.
We waited 40 minutes after ordering dinner to begin eating and then we were given one small complimentary Hoi sin duck ball. No bread and butter was offered. We then had another long wait for each part of the rest of the meal. Dinner took more than two hours. Food was ok but we were fed up and bored by the time it came.
Breakfast is not what we expected for such a hotel. Everything is buffet, meaning rubbery fried eggs. We expected a continental buffet and freshly cooked hot food in order. There was nothing to pick the bread slices up with which is bad esp considering Covid times. Marriott breakfast exceeds this for choice and many other cheaper hotels cook your breakfast on request.

Date of stay: September 2021
Trip type: Travelled as a couple
Thank nicolabK6591PP
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Martin Hirst - Managing Director, Other at Hawkstone Hall & Gardens, responded to this reviewResponded 4 weeks ago

Dear Nicola,

Thank you for taking the time to share your comments with us regarding your recent stay at Hawkstone Hall & Gardens. I am sorry about the water pressure in your bedroom, should you have made the General Manager aware of this we certainly would have tried to resolve it for you.

I am saddened to hear of the service you received during your evening meal with us and that breakfast wasn't as you expected, I have passed on your comments to the Kitchen and Front of House teams to ensure that this is improved upon.

Many thanks,

Martin

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago via mobile

My family treated me to an afternoon here which was a lovely suprise. The drive up was stunningly beautiful and a very impressive building greeted us. Our table was prebooked and we were greeted at the door by very friendly staff and invited to wait in the reception area. On entry to the door the smell of stale, old urine/wet dog hit us and we half expected someone to apologise for a leak or something. After us, three other parties joined us to wait in the reception area. A staff member came and looked at us, then every other party were guided to their table. Half an hour after our booking time, another party were invited to their table but said they were waiting for others to join them. So eventually, we were asked if we wanted a table !! I asked if they were running late as our booking was by then, 40 minutes late. I was told they were short staffed; no apology. We were seated in a dark corner behind an open door and waited a further 15 minutes for someone to attend us. The food was, very fresh and beautiful and beautifully presented; no complaints there at all. The art work was stunning and there’s plenty to see. Another table member closed the door as it was very drafty and dark. A staff member then asked us if we had slammed it shut?!
Overall it was a lovely afternoon, over clouded by the horrendous odour and the lack of table/appointment management.

Date of stay: August 2021
Trip type: Travelled with family
Thank Katina1973
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Martin Hirst - Managing Director, Other at Hawkstone Hall & Gardens, responded to this reviewResponded 4 weeks ago

Hi Katina,

Thank you for taking the time to leave a review, we take any feedback we receive on board to ensure our services are constantly improving.

I am surprised to hear of the smell that your experienced on entry to Hawkstone Hall & Gardens, we have never had comments like this before and I'll be sure to look into it. *Update: Upon looking into this we can confirm that the floors and carpets were cleaned on this morning that we can only assume left a lingering smell.

Whilst I'm certainly glad that you enjoyed your food, I am sad to hear that the service you experienced overshadowed your lunch. I will pass your comments onto our team, and ensure that it is mentioned in our next staff training.

Many thanks,

Martin

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Reviewed 12 September 2021

Stayed for two nights 8/9th September. On our arrival we attempted to check in at 4pm. Reception staff stated that rooms are not ready- waited around for 2 and half hours. It got worse thereafter. We were booked in for evening meal 7:45, we eventually ate at 10pm. When we complained , they said they had staffing issues or the lack of staff. This appeared evident when we saw same staff cleaning rooms and also seen serving food.

There was some positives- when we eventually checked in, Pauline was very polite and helpful. She should be commended by her money pinching bosses. The other positive when I pointed out the poor service, the staff reduced the price of hotel bill to reflect the poor service.

In conclusion, It didn’t leave us with a great first impression. I think the staff are good workers, but management need to take on more staff, to run an efficient service.

Date of stay: September 2021
Trip type: Travelled as a couple
Thank Carlcarly
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Martin Hirst - Managing Director, Other at Hawkstone Hall & Gardens, responded to this reviewResponded 4 weeks ago

Hi Carlcarly,

Thank you for your feedback regarding your recent stay at Hawkstone Hall & Gardens. We, along with the rest of the hospitality industry at the moment have experienced great challenges in regards to staffing as we emerge from the COVID-19 pandemic. We have tried our best to adapt with minimal disruption to our guests, and unfortunately, as we strive to do our best, disruptions still do occur. I can only apologize that your stay was impacted by this.

I will be sure to pass on your kind comments to Paula as she certainly is an asset to our team.

Many thanks,

Martin

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 September 2021

Just stayed here for one night mid week. Beautiful place, spoiled by complete lack of staff and poor to non existent management. No rooms ready on arrival which was an hour after check in time. Waited with 15 other guests for over two hours to get in to rooms. Felt sorry for the poor young ‘agency’ girl who struggled to do five tasks at once. They need to take a serious look at recruiting some staff, it let the place down.

Date of stay: September 2021
Trip type: Travelled as a couple
Thank vivienLytham
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Martin Hirst - Managing Director, Other at Hawkstone Hall & Gardens, responded to this reviewResponded 4 weeks ago

Hi Vivien,

Thank you for taking the time to leave a review on your recent stay at Hawkstone Hall & Gardens.

We, along with the rest of the hospitality industry at the moment have experienced great challenges in regards to staffing as we emerge from the COVID-19 pandemic. We have tried our best to adapt with minimal disruption to our guests, and unfortunately, as we strive to do our best, disruptions still do occur. I can only apologize that your stay was impacted by this and we hope for a great improvement in the coming months as this is certainly not the level of service we at Hawkstone pride ourselves on.

Many thanks,

Martin

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Reviewed 8 September 2021

Further to an excellent short staycation at Hawkstone Hall we deciding to book a 2 day Christmas break.

We have submitted two on line enquiry’s and called four times. Each time we have called we have been told the events team will return our call unfortunately no call has been forthcoming.

Disappointing to say the least - basic manners cost nothing.

Regards

Geraint Jones

Date of stay: August 2021
    • Location
    • Cleanliness
    • Service
1  Thank 826geraintj
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Martin Hirst - Managing Director, Other at Hawkstone Hall & Gardens, responded to this reviewResponded 3 weeks ago

This review has been dealt with accordingly, and we now very much look forward to welcoming Mr Jones back to Hawkstone Hall & Gardens.

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