Dear Anthony L
Thank you for your review. It is always useful to receive feedback from our customers. I am sorry that we failed to meet your expectations on this occasion.
I was surprised to read that you could not gain access to the hotel through the main door, as it is always open, as it is the main arrival point for our guests to check in to the hotel. I am sorry for the inconvenience you experienced on your arrival at the hotel.
With respect to the cleanliness of the reception lounge; the mirror does date back to 1817, so the appearance is cloudy due to its age, which can be perceived as being dirty; we have a sign next to the mirror to explain this. I can assure you our housekeeping team follow strict cleaning standards in all areas of the hotel; however I will be passing on your feedback to the team, so that we can continue to improve the service we offer.
Our staff do need to access different areas of the hotel to serve our customers in those areas, so there will be times when they will need to walk through the hotel, I am sorry if this impacted on your experience as that is certainly not our intention. We also do have appearance guidelines throughout the company and I apologise if you thought the staff looked scruffy as this is not the impression we want to give our customers.
In terms of the rate you were quoted, we do have a variety of packages that we offer prospective guests, which can include room, breakfast and dinner. We ensure that our pricing is competitive and value for money for our guests.
Thank you again for your feedback.
為了家庭聚會/生日，住在這裏一個晚上。 酒店和場地都非常好。 工作人員有點“悶”，需要放鬆一點。 食物和飲料很貴。 水療護理也很貴。
Thank you for taking the time to write a review on Rookery Hall. I was disappointed to read your comments about the staff being "stuffy". I am sorry if this spoilt your experience as we pride ourselves on providing excellent, personable service to all our guests.
With respect to the pricing; we do conduct reviews to ensure our pricing is competitive within the marketplace for food, beverages and spa treatments. I am sorry if you felt we did not provide value for money.
I hope we will have the opportunity to welcome you back to Rookery Hall in the near future.
Dear Amie G
Thank you for taking the time to complete a review on Rookery Hall.
I am so glad you had such a wonderful experience in our spa and that you were taken good care of.
I look forward to welcoming you back in the near future.
Thank you for taking the time to write a review and your kind words.
The team are passionate about providing great service so I am genuinely delighted to read your comments and hear that you felt so welcome. I am disappointed that you did not like the menu presentation. The menu was designed after feedback from our customers with the idea to give our customers a greater choice, we have a minimum of four dishes on each course that do not carry a supplement charge for those on a dinner bed and breakfast package, and has thus far this has proven very popular.
I am glad you enjoyed your stay with us and do hope to welcome you back again soon!