inncollectiongroup.comReviews of inncollectiongroup.com

How to ruin a good inn....Unable to communicate with anyone at this company...unable to speak with a member of staff at the Black Swan Helmsley about a group reservation. All round crap service!

My daughter was diagnosed with possible impetigo an hour before we were due to set off. This is incredibly infectious so we were not able to make the booking. It took ages for someone to answer our call and then the attitude and response was dreadful. I understand the policy but in certain situations you would think there would be some flexibility or even a considerate response. Will never book with this company again

The following exchange followed a request for feedback after our stay. It needs no further input from me! Utter and unbelievable confusion over hours of service for food. The breakfast menu in the room showed breakfast till 11 am. We were told that this only applied to non-residents, so why on earth put it in the room? We were told separately that breakfast service was until 10 am but by 9:55 am the buffet etc. had been cleared. We were told that dinner was served until 9 pm but were later advised that we had to order by 8:45 pm. Signage said that meals were served all day but in fact, we were then told that no food after breakfast was available until midday. Out of date drinks price in menu in room (wine showed starting at £19.95 but in fact, the drinks menu downstairs showed it as £24.95. In addition, signage said to check in at the bar but having waited some time to be attended to, we were told that this was wrong and that we should check-in, unsurprisingly, at Reception round the corner. At 10:30 pm,30 minutes before the bar was closed, the door leading to the gents toilet was not only closed but locked, necessitating me to have to go upstairs to our room. On the first evening, two cask ales ran out. At about 7 PM, I was told that one was to be replaced ‘in about 10 minutes’. At 8 pm, I was again told that it would be replaced ‘in about 10 minutes’. At about 9 pm, I was told that it would be replaced ‘in 10 to 15 minutes’. It was not replaced by 11 pm when the bar closed. Utter shambles. I received the following response: Thank you for taking the time to pass on your feedback, I am sorry your experience wasn’t satisfactory. Our aim has always been to stay true to our pub roots and provide a comfortable and relaxing inn where everyone would like to eat, drink, sleep, and explore from. We strive to maintain our high standards across the board with the warmest of welcomes and outstanding customer service always at the forefront of everything we do. I apologise if we have missed the mark on this occasion. I will ensure your comments are passed on to the team and address during training sessions, we hope to see you again to provide you with the experience we are known for (sic) I replied: An absolutely classic corporate and very obvious generic response which therefore addresses none of the issues which I raised in any way at all. An utter waste of time to ask the comments if you take no notice of them whatsoever … I repeated the same reply a short while later. I have received no further response from The Inn Collection Group. Need I say more?

How long does it take to respond to an on line message Still waiting after 8 days

Stayed Northallerton Inn roomclean large room good bed.Food evenimg poor ,lift so slow quicker use stairs.,Used system record VRN for free parking,second day received PCN as not hotels space despite outside front door staff not interested not right space abd never told which ones were,staff watched me key number.Rang head office staff queried PCN number got the VRN wrong and told me i shouldnt oaid as they now couldnt contest.Nothing to contest as far council concerned ,nothing to do with hotel and cheerio customer zervice joke

My wife booked a family room on the "winter break" offer some months ago. This was for us and our grandson who was on half term. The night before we were going to arrive, my wife and grandson were both really ill and vomiting. The next morning I called the Inn Collection and explained the circumstances and asked of we could re-book. The answer was definitely NOT. I suggested would they rather we turn up and possibly give the bug to other guests and staff. They were not bothered and said as per the terms there was no option to cancel or get a refund. Their customer service needs reviewing and give more consideration especially in this situation where so many bugs are going around. I have unsubscribed from their emails and will never us them again. seems other people feel the same given the number of terrible reviews.

Called with a view of booking in 20 friends for lunch. Did not register for parking, but receptionist said it was Ok seeing that we were making an enquiry. To be respectful, we decided to pay for a couple of coffees whilst discussing and viewing the menu, toilet facilities,etc. Duly left but received a parking fine from Smart Parking for £100. Duly challenged and explained the purpose of our calling at the Swallow Fall Hotel, Betws y Coed,was simply to make a business call. Forget about Smart Parking Ltd who could not understand our complaint despite a full report of the reason we parked there for a few minutes. Forget The Inn Group Ltd as I have given up trying to contact them by email as it simply does not get through.Sadly we have decided to avoid at all costs our regular visits to both the Swallow Fall Hotel and the Bull's Head in Beaumaris because of the shambles and the loss of the parking fine.Total disaster.

Well I will never book another Christmas in one of your pubs after the debacle at the Kings Head, Newton under Roseberry on Christmas Day. It was a total fiasco with staff running round like headless chickens and no one in charge. Our meal was booked for 3pm and our starters finally arrived at 5pm. We had cold food but didn’t complain as we were starving and only got out at 7pm. Many people left before their main course as they had hungry children and were furious. An old lady told me she was going home for a jam sandwich and I’m not sure she was joking. People next to us bought packets of crisps to keep them going. We paid £150 to have our whole Christmas Day ruined. The staff didn’t know what anyone had ordered and blamed the computer system going down. Strangely the tills kept working. We were offered a free drink but a sparkling water didn’t anywhere compensate for our experience.