BEST WESTERN PLUS ORTON HALL H

This hotel is tired and jaded. Many staff seemed a bit tired and jaded too. I guess it can rub off on them. Not unpleasant just not incentivised to give great service. They know it's run down too and said the hotel does not have no plans to upgrade rooms. I had a twin room, it was large but very dated/worn. The bed not great. The bathroom door looked like it had been nibbled away at the bootom either by mice or time! Prebooked two nights of dinner at their restaurant which was soulless, and the food mediocre. Second night we walked to a pub chain about 10 mins away, for a much better meal and atmosphere. The food at breakfast is ok but not amazing, and the seating options were a crowded room or a chilly corridor-like conservatory. We picked the chilly option to have a bit of space. Positives: We used this as a base for visiting several local NT properties, which I enjoyed a lot. The exterior is very striking, especially in good weather (we were lucky with that). I looked into the indoor pool area on my last day and that does look good.

​I have wanted to stay at this hotel my entire life, but as a solo traveler with a small, anxious dog, the reality was deeply disappointing. ​Pet Policy & Check-In: Trip.com stated a £15 dog fee, but reception attempted to charge £25 before honoring the £15 rate but without the pet pack. Reception felt cold and unwelcoming. I made sacrifices to travel back for my dog to follow their policy of not leaving dogs unattended in the room, only to see other guests doing it freely. ​The Room & Excessive Noise: Basic, dated, and impossible to sleep in. Our room near the main door felt every door slam, and noisy pipes refilled whenever nearby rooms flushed. Furthermore, a motorbike was parked right outside the accommodation door rather than in the main car park he nearly reversed into us as we stepped outside in the evening, and the noise when he left in the morning was deafening. There was also no mobile signal, and the room phone was broken. ​Spa, Grounds & Security: The grounds are well kept and stunning, but I saw no security presence walking the grounds at night, and a camper van was parked up in the car park. I stood on a glass on the grass in the dark. In the spa, young children kept opening and closing the sauna and steam room doors, keeping heat low and noise high. ​Breakfast Chaos: Finding breakfast was a mess with no staff at reception. I was directed to an isolated table, with 1 cup. where a conference team then began setting up pop up banners right next to me for a registration. I was ready to leave until a guest offered to find a waitress who stepped in and moved me to the conservatory. While her effort was appreciated, the vegetarian breakfast featured deep fried pea and carrot sausages, and I was left without further service, leaving hungry and thirsty. Im sure there was alot of other selections to choose from but incredibly disappointing when ive paid extra for this. ​Overall, the hotel felt disorganised, loud, and unwelcoming. Managing this alone was stressful, and the stay fell drastically short of its reputation. This was a sunday evening stay.

We travelled from Stamford to Peterborough to arrive early as advised at 11.30 for our pre-booked appointment at 12.00 pm. This was particularly disappointing as it was my daughter's last day of her holiday, and we had arranged this as a special treat together. After preparing ourselves with the Mud and sitting in the machine over 10 mins waiting for something to happen?. We were finally informed that the machine required for our treatment was not working and would not be repaired until approximately 2:30 p.m. We were then told that, even if it was operational by that time, we would have to wait until the customers with the 2:30 p.m. appointments had completed their 40-minute sessions before we could be accommodated. We then had to shower all of this mud off and get changed What I found most disappointing was that no alternative treatment or solution was offered. We were simply expected to wait several hours or leave. There was no attempt to salvage our visit or demonstrate any appreciation of the inconvenience caused. I raised my concerns with the manager, whose apologies came across as disingenuous and lacked any genuine empathy or willingness to resolve the situation which she delivered with this condescending ,patronising smile. Her approach to customer service was shoddy extremely unprofessional and underwhelming and I would strongly suggest further training. Rather than trying to find a fair resolution, she appeared to have little understanding of how to handle a customer complaint appropriately. I asked for the contact details for Head Office so that I could make a formal complaint, as I felt the matter was not being dealt with professionally at the spa. The entire experience was unacceptable and left us feeling extremely disappointed after making a special journey and setting aside specific timing for this booking. An experience that was meant to be relaxing and stress free turned out to be an absolute shambles and I would never return all recommend it.