Misled and left disappointed! - Packhorse Inn Moulton Newmarket - Trade Reservierungs
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🤮 1/5 - Misled and left disappointed!
By 👻 @laurahad96, 12/15/2023 3:00 am
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Well, where do we even start?! My partner booked an overnight stay at The Packhorse Inn as a surprise treat for our first anniversary together. My partner booked the Better King and as stated on their website, the rooms are Parisian themed and as I love French & vintage style he thought this would be perfect for me. When we arrived, we were taken to our room and immediately my partner’s face dropped. You could see it just was not what he was expecting. We stayed in “Ouse” and it was dark, navy blue with checked bedding. This is not Parisian theme! After speaking with a lady on the phone, it transpired that we were staying in the correct room just that there website is extremely misleading! Not to worry we thought, we will still have a lovely night away. It then went from bad to worse. My partner opened the chest of drawers and the door handle came off clean in his hand. Paint was peeling off the walls in multiple places and with the walls being navy, it was very noticeable. The WiFi signal was so poor to the room that we couldn’t connect to our phones or Netflix on the television. There is also no phone signal either. We then noticed that part of the duvet was coming out the cover and the duvet had blood on it!!! The blood was faded so it had obviously been washed but it’s not really what you want to see. Especially when the room has cost you over £200 a night. I then went to get ready for dinner and the shower was broken. Both the rainfall head and the smaller head so I was completely unable to shower. It was at this point that we decided to complain and enough was enough. We aren’t people to usually complain but this was an absolute joke. We spoke with the manager who was really friendly and helpful. He explained that he may possibly be able to move us but the only room they had was another room upstairs with a broken bed!! As you can imagine, the picture that this place was painting wasn’t a great one and our impressions were dwindling. He then gave us a drink at the bar and went to investigate the room. He fixed the small shower head and off we went back to get ready for dinner. We had wasted about 2-3 hours at this point. We had dinner and thankfully, it was amazing. We had Camembert and steak and really really enjoyed it. We also had a complimentary glass of Prosecco which was very much enjoyed. The manager also paid for our dinner as a goodwill gesture and we were also very grateful for this. However, we had no qualms paying for dinner as this was well worth every penny and was delicious. Also, minor detail… I know the place allows dogs but not everyone wants to be eating an upmarket meal in an enclosed space with a hairy German shepherd! It just seemed abit bizarre to us that a place like that let dogs in the evening. Seemed very strange. We left the next morning still feeling really deflated purely because it just wasn’t the treat that my partner had hoped. We have stayed in other places (notably The Dial House) for the same amount of money and the two places aren’t even comparable. We then decided that we still felt disappointed so we reached out to the manager to express our feelings. He was so helpful as before and offered us a free stay at the hotel as an apology. We were so pleased with this and offered some dates we could come. This was at the end of November and we haven’t heard a peep. I then chased last week and haven’t heard anything. So it has left no choice but to leave this very out of character review and warn others that you might want to think again before booking. It’s such a shame because it’s a lovely place in a lovely setting but we felt so disappointed and the fact that no one has even bothered to get back to us via email has left a really bad taste. Such a shame because they could’ve handled this so much better! I have never ever complained before like this. I personally don’t like the confrontation but I feel that this can’t be left and people need to know.
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