Macdonald Kilhey Court

Comentarios destacados

• benbaker10

  07 septiembre 2020
  Would not recommend

  I stayed here for two nights and checked out on Sunday 30th august 2020. I would like to state my utter disappointment with the hotel. I paid for a delux king suite and didnt receive it. Your website states what is included but doesn't state that items will be missing due to COVID. I brought my wife on a trip away and this is her very first stay in a hotel and I chose your 4 star accommodation. I am sorry to say I would not class this as 4 star at all. We stayed in room 408 a deluxe double suite. (paid for King) there were Damage to walls and ceiling from water leaks. Lack of sleep on our stay due to being close to what seemed a boiler room on laundry room on top of that the water pipes as well with rushing water through the night. Same for the second night as well. First morning wasnt offered a continental breakfast and when I had to wait 15 minutes for receptionist to arrive back so i could check out and pass the key card as there is no drop box offered. I wasnt asked how my stay was at all. Had I been I would have made my feelings felt. With my wife being an NHS worker and this being her first break I am utterly disappointed in this hotel. Lack of information and the fact I had missed calls before our visit which made me feel our stay could be cancelled and when I tried to call back several times the mailbox was constantly full and no answer at all. I then had to email in and have an anxious wait for a reply and this was due to be a surprise to stay at this amazing 4 star establishment and I would not rate this at all I am sorry to say. I will however praise one receptionist who helped on the Friday evening she was on till 11 and was extremely helpful. Other than that I was not impressed at all and to pay over £90 a night for a very much below standard room with no prior information on what actually would be offered is disgusting. I havent as yet added my review to any sites along with images I have but I may well do if I do not have any correspondence in the next 48 hours. Update I had a response straight away offering a one night complimentary stay. Bare in mind I am from Kent and it is a 5 hour journey without traffic. So to be offered that is a joke and when I explained this I have not had one email since.

  

• Steve H

  09 septiembre 2020
  One of the worst hotel stays in UK

  This hotel really was a real let-down. At this point I must state two things; This visit was during the Covid crisis and the weather was both very hot and showery. These are not valid excuses though. Its not all disgraceful. The breakfast and dinner restaurant staff were excellent. Polite and cheery (this is in stark contrast to the receptionist who booked us in, who had all the charm of a prison guard signing in family visitors), they displayed COVID compliance with suitable PPE (mask and visor when delivering food and drink) and must have been used to the extremely high temperature and lack of ventilation. The food, from a restricted menu, was pretty good too. Macdonald Kilhey Court failed to comply with the trades description act (for which I am contacting the local authority) and blamed Covid-19 for everything we queried. The hotel manager was not interested in resolving our issues. I booked their "Delux Junior Suite with Jacuzzi Bath. from their website and some features they listed on that website were not actually there. The excuse from the manager was that due to Covid-19, the website had not been updated. The Trades Description Act trumps that excuse but the manager was unrepentant. Firstly, although the web pictures show an old country house, the delux suite was in a 1980s extension, with all the charm of Comprehensive school of the era, about 100m from the front door no indoor route which would have been useful in the rain. The room, when we got there, was stifling. It had two windows, one of which was screwed shut, the other, by the bed, had a fitting screwed into the frame that restricted the sash type window from opening no more that 3 or 4 centimetres. Fans (2) were provided in the wardrobe and these circulated the warm air around. No air con of course. The country views on the website, including the gardens they bang on about none of these were visible from the 80s extension. We had a view of the shabby service side of the old building from across the road. We queried with the duty manager the things advertised on their website that were not provided in our room. These included the coffee machine (listed as a special item on their website), dressing gowns in their luxurious bathroom (also listed as provided on the website). Also, no glasses or even disposable plastic cups were provided in the bathroom. Very unusual. We were told that if they provided these items, because of Covid they would have to clean them after use. This surprised me insomuch as I had assumed, they would have cleaned them anyway. Apparently not. I asked for the items to be put in the room or their value discounted from the charge. This was refused. They did eventually agree to providing a glass for the bathroom, but it was a lie. They did not bring one. They did agree to replace the mold covered shower curtain from the luxurious, windowless bathroom. This, incidentally, was fitted with a retro pampas suite. The hairs on the floor did not scream Covid compliant at us. The 80s extension did have a santizer station as you got in the entrance. If that made you feel safe the complete lack of security for that building would make some people, particularly some women, I suspect, feel unsafe. The entrance was unlocked all day and night and being in the middle of nowhere there's an easy opportunity for a non-resident to wander the corridors freely. I compare this to a Premier Inn I stayed at the week before, where your key card allowed you to gain access to the floors and elevator. Their rooms were scrupulously clean and air conditioned as well. Premier Inn also adjusted the room price down to allow for the VAT 15% adjustment made by the government to encourage the industry. MacDonald did not do that. As this is a tax they have no right to keep it. I assume they adjusted the room price up so the 5% tax makes the price the same. At this point it is worth mentioning the final invoice has no mention of Tax on it and fails to provide VAT details not everything is at 5% VAT. My wife and I went to the bar for some drinks. There were 4 beer/lager pumps. None were connected to barrels. No bottles of ale in the fridge. I settled for a cold bottle of lager. My wife fancied a gin and tonic. They had 5 or 6 gins, but no tonics, except one single bottle of slimline Indian tonic. Not ideal and stopped us from ordering anymore there was no more. I signed a chit for the bill and was surprised to find an extra £2.20 found its way onto the final bill. With the maintenance man taking on the retired groundsmans duties, the gardens and pathways are not, to be polite, at their peak. Due to Covid-19, rooms are not serviced whilst occupied. Claims that you could request replenishment of tea/coffee, fresh towels, etc, considering everything else we endured, must be treated as, at least, suspect. I can see no reason to return there.

  

• 764vickin

  23 septiembre 2020
  Some bad, some good, not a great honeymoon

  Due to the covid crisis we decided to honeymoon close by in this hotel for a few nights. We arrived on the Thursday at 10 to 9pm, upon entering the place seemed deserted bar one receptionist. There were hand sanitisers clearly in the reception area which brought us hope. We were told what time breakfast was and which door to go through to reach our room. This was one heck of a walk, up and down stairs all over the place and I am one of those pesky people with an invisible chronic illness so this was not a good start. By the time we got to our room we were searching for any information about... Well, anything actually. We had no clue what the reception number was, the room service or even what was on any menu. (The menus we did find were not anything like the menu in the hotel at any time) My brand new husband then walked all the way back to reception, getting lost on the way and finding a door to the outside that was completely unlocked and meant I would only have to walk 2 flights. He eventually returned to say the number was 516 and the night porter was on at quarter to 12. No other options were explained and by this time I was half asleep so we ate the snacks we had thankfully stuffed in the bag from lunch. The next morning we came down to breakfast, also clear sanitisation stands, and were sat with an empty table between us and the next table. We were then asked what we were like without any options given but we realised quickly that this member of staff was the receptionist also. That say we were ready to call it quits until we met the lovely Suzanne. She was clear about our options and although no prices were initially given (prices were very clear the next few nights) she answered all our questions and nothing was too much trouble. She was helped by the equally lovely Anca who knew our order after the Saturday night. It was pretty obvious how low the staff level was, this was Friday night dinner and there were only 2 of them. It was the same on Saturday. We also realised that hand sanitisers were only in the most public areas, reception and restaurant, there was nothing in or around any of the rooms. The food itself was OK, my steak was done at different levels depending on where I cut for example. The desserts were gorgeous though. There were multiple complaints about dirty dinnerware however. The Sunday morning was insane, again only 2 members of staff for a hotel full of people. They did their best but there weren't enough hands. I don't know if we'd stay again, hopefully after covid is done with things will improve. The area it is in is lovely and quiet and there's a walk just behind the hotel.

  

• Joe W

  14 octubre 2020
  Excellent!

  I stayed with my wife who was up north to do a course and the hotel appeared to be empty barring one other couple so social distancing was not a problem, We arrived on Sunday and were looked after by Megan who was rather splendid on reception and then in the bar and later serving us dinner. Very friendly and competent. The following day I amused myself by visiting Fred Dibnah's house and came back to the hotel for tea in the afternoon which I think was served by a chap called George, once again very friendly. We shall be staying here again.

  

• gemm1993

  18 octubre 2020
  Avoid! This is NOT a 4 star hotel

  On arrival in a gloomy miserable reception with 1 receptionist we were directed to our room which was in the adjoining building. Alarm bells rang as we walked in and the place was old fashioned and dull. The lift was beyond old, the corridors were scruffy and the decor was dated. On entry to the room were shocked at the state and the exceptionally low standard! We quickly rang reception and explained our feelings and how the standard of the room was not acceptable and definitely not as described to be told there was no other room (the car park was empty) and that there was no management on shift only herself. (Not her fault but not acceptable). As a family we travel A LOT and have stayed in many many hotels and I have to say travelodges are better!! The atmosphere at breakfast was dead. Staff were friendly and helpful but the food and the room was completely average!! There were tables saying not in use but were seated at tables crammed next to others. The only saving grace was the pool. Would not recommend and I cant believe this hotel is still running.