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Reviewed 27 July 2021

Despite this being an interesting place to stay it does not come up to expectations.

The following notes were made whilst we were there staying for three nights on a dinner, bed and breakfast package totalling £580.00. I wrote to the General posting Manager Gordon Cartwright twice outlining the the problems encountered before this review and received no reply. I would appear that the management have a policy of not addressing customer complaints and do not bother to respond..

Heating went off every day and too chilly to remain in room. Very obliging male member of staff put it back on for us each evening when asked..

No remote control on TV

Phone in room not working throughout meaning that each time there was a problem it meant a visit to reception with usually a long wait.

Poor light reading menu in restaurant on first night. On the night after (3.6.21) realised there was a spotlight directed onto the table on which made it easy to read but restaurant manager initially to leave it on even though the difficulty was pointed out he refused to leave the light on to read the menu and stated the candle would be sufficient when it was lit which was a nonsense but then came back to the table five minutes later having changed his mind. Strange?.
After the meal stopped at the desk and asked to pay for wine we did not have on 3.6.21 by the same restaurant manager who ungraciously took it off when challenged
Steak changed gristly and tough and changed (3.6.21).

Charged extra £3.95 for coffee on 4.6.21 with dinner when there was still an outstanding sum on the £60 (only spent about £46.50) meal allowance which I was charged for in full (£60.00)

No mat in shower. Floor slippery and no handle to hold.

No storage space in room four hooks with Coat hangers
Room small and poky with very narrow beds - hardly living up to the promoted elegant rooms.

Bathroom very nicely appointed.

No literature with local info of interesting places nearby

WiFi not working first night but after going to reception on Second night it was fixed but patchy.

Same evening menu every evening which was surprising. I was told it was only changed three times every year. Ok if you are there only for one night but for a week a bit monotonous.

No porridge available for breakfast even though requested with response that all that was available was on the menu and the kitchen did not have any porridge to make any. Other than that the breakfast was first class.

To add insult to injury £46.60 which was the cost of the final meal where the problem arose regarding the coffee which .was incorrectly added to final bill. This was removed by the reception when challenged about it.

It should not be necessary for guests to have to check their bills so carefully to avoid being overcharged.

The plus side was that the local waiting on staff were ever so charming and helpful

Room tip: The Courtyards rooms are very small with a tiny TV
Date of stay: June 2021
    • Rooms
    • Cleanliness
    • Service
1  Thank Greyhound1
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Reviewed 27 July 2021 via mobile

We stayed here for my husband’s birthday, I booked the date night special offer and it was marvellous. We had strawberries dipped in chocolate and a bottle of Prosecco in our room on arrival and were made to feel very welcome, my husband was even given a birthday card.

The castle is lovely, reception is dark but of course you are entering a castle and the atmosphere was great. Our room was up a spiral staircase, which isn’t for the faint hearted , but was fine when you got used to it. The room was great, again a bit dark ,but castles don’t have big windows, the bathroom was very clean and had fantastic fluffy towels.

Our evening meal and breakfast were both great , the food was really good quality and beautifully served.

Overall a great stay and we would stay again, the staff were really friendly and helpful.

Room tip: Castle rooms are authentic, but make sure you can handles the stairs
Date of stay: June 2021
Trip type: Travelled as a couple
Thank Alison B
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Reviewed 21 July 2021

Had a lovely two night stay here with my partner and I cannot (and would hate too) fault the accommodation and the staff gave us a very warm welcome at all times and should be commended for the service they provided

I would also like to add that all the staff wore masks at all times and even saw one(member of staff) being temperature as they clocked in for a shift( I happened ,to be walking through the reception) to. Sum up great place, great food and great staff

Date of stay: July 2021
Trip type: Travelled as a couple
2  Thank Explore796419
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Reviewed 20 July 2021

My wife and I booked two nights in the castle to visit family before heading to Scotland for a holiday. Upon arrival (a 5 hour journey by car) we were told that our reservation had been cancelled.
Naturally this came as quite a surprise to us. It transpired that the booking was cancelled on the same day that we booked it. Remarkably we received a booking confirmation but we didn't receive a confirmation of this cancellation.
The reception desk asked us to take a seat in the bar while they tried to sort out what had happened.
Around 30 minutes later we were told that there was only a courtyard double available for that evening but we could have a castle twin room for that evening and move into a castle double the second night.
We had expressly booked - and were looking forward to - staying in a (haunted) castle so we reluctantly took the twin knowing we would have to change rooms in the morning.
Later, as we were getting ready to meet relatives and go for dinner, reception called and said that a double room had become available and we could move immediately.
This offer we took up.
We really enjoyed our stay and were pleased with the room we were moved to. I don't think the staff could have done anything more.
We didn't make a complaint at the time but were surprised there was no gesture of recompense from the hotel for their error such as a round of drinks - especially given we dined in the hotel on the second evening with our relatives, who live in Chester-le-Street and are frequent visitors to the hotel.
We will be staying here again but will ring in advance to check the room is still booked in our name before we leave home!

Room tip: stay in the castle
Date of stay: July 2021
    • Value
    • Location
    • Service
1  Thank terrywS3527YU
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Reviewed 18 July 2021 via mobile

Part of 10. Beautiful stay in gorgeous setting. Lumley castle Staff were all fantastic and really attentive. Afternoon tea was amazing. We had requested hot beef sandwiches later on in the evening and they were up outside for our party, breakfast was in a private dining area. Escape rooms had let us down but the hotel were amazing in making our stay extra special. Will definitely stay again and would definitely recommend.

Date of stay: June 2021
Trip type: Travelled as a couple
Thank MrsE3
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
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