Castle Hotel

Please note before reading I am very fair with all of my reviews. Booked a 2 night stay paying full price due to their website, online reviews and proximity to the Mount Vineyard (attending a party) the reality was far removed from what I had seen and read. Arrival was fine, however I have never been asked for payment when checking in, we had a table for 6 booked that evening, I expected the bill to run until we checked out covering any other items. BTW wine and small cider just over £15 - suggest you pop over to Raffertys village shop, great wine selection and bottles well under £15. We had room 2, a classic superking, paid £330 for 2 nights B & B. The room was small with an integrated ensuite that had no ventilation or extraction fan. The bathroom is tiny with a distinct lack of water pressure - more a trickle and all fitting rusty and some falling to pieces. The room itself only had 1 window, again only source of ventilation and under the window were the bins so extremely noisy when staff emptied bottles into the bins. This room is exceedingly HOT! The evening meal was booked for 7pm, bar and restaurant areas were very noisy probably due to the high volume of the music playing. Orders were taken, server spilled drinks over my husband, they were more worried about the table and menus than the customer and to top it off the order was wrong. Food arrived for 4 of the party, when we questioned about the other 2 meals the response "we've had to get them out of the freezer" After the meal I ordered a liquer coffee - they double checked it was with Di Sarono however they initially brought an Affogato oops! A double espresso arrived we questioned that it wasn't even a single to be told "yes it is I pressed the right button" BTW it was cold too! We confirmed we would be down for breakfast around 9am, when we arrived there was still food on the floor from the previous evening and there seemed no urgency from any of the staff. It was like watching a scen from Kevin and Perry at times! The Castle closes on a Sunday at 6 so we ate at the Plough - very enjoyable. As we had a long journey we went for breakfast as advertised at 7.30 - door closed no one around, we decided to give it a miss, eventually some staff were in by 8.15 just as we were leaving - you shouldn't promise something you have no intention of delivering. This is obviously why they don't leave a bill running as staff are not there in the morning to take payment. The issue that overrides all of the above is the attitude of the staff, there is no urgency to deliver outstanding customer service. The staff lack firm leadership and are often found outside, at the rear of the Castle, smoking, drinking and swearing - this all in sight and earshot of customers, it's almost as if customers are an inconvenience to their social gathering.

Laura was a fabulous host and the food was delicious. We were of various ages and we all Enjoyed our lunch . Laura made our mum’s birthday very special. The restaurant was really a lovely place to celebrate. We will definitely recommend and will be returning

The welcome was warm and our room was available early. However when we returned later in the day the staff had changed and the greeting was not so welcoming. The drinks were expensive although the food was good. Our room was small and there was a broken chair but as we were only staying the one night we didn’t complain. Parking was free which is a bonus