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Pictures of New Place Hotel - Shirrell Heath Photos

Shirrell Heath: Pictures

From Review : 4 star!? No chance. of New Place Hotel
4 star!? No chance.
Not A Great Place
More like Hi De Hi then a Hotel with shocking food and service
Butlins?
Uncomfortable sleep....beautiful grounds!!!
4 star!? No chance.
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HollyJL wrote a review Apr 2018
Birmingham, United Kingdom218 contributions62 helpful votes
+5
Upon arrival (and on the website) this hotel looks very impressive. The grounds are beautiful. However, I’m afraid to say that this is where it ends. We pulled up onto the car park and found a little sign pointing us towards the reception area. However, this sign is not as
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Date of stay: April 2018
Response from rnap_uk, General Manager at New Place Hotel
Responded 13 Apr 2018
Dear Holly, Many thanks for taking the time to complete this review. This is very disheartening to read, we are extremely sorry to you did not enjoy your stay with us. I would love for the opportunity to discuss this with you and offer my personal apology. We pride ourselves on our high standards, and for the great feedback we get from our valued guests. I would welcome the opportunity to understand how you booked the hotel, as we have various room types and various prices for our guests to choose from. The room you booked was a standard dbl room, and the room type booked does not have the items described such as complimentary water etc. I am sorry if there was a misunderstanding on this, and we shall review with the booking agent the descriptions if you could advise how you booked? I am sorry you were expecting more than a bedroom and bathroom a mini-fridge and complimentary water in the room type you booked. I appreciate the comments about the size of the hotel and feels like a maze, we are a 32 acre estate with 9 buildings. we do give all guests on check in a map, and have various signs around for directions. It is unusual to read that you got lost looking for the bar, it is well marked.. but we are looking at better signage in general so will take this into consideration. I am sorry you appear to also have got lost looking for the leisure facilities, and I can see from the description that you have indeed missed all the signage and have inadvertently walked through a building site (we are fully renovating that area) This would have been very well sign posted and marked as no-entry, with directions to an alternative entry on the other side of the building. The code you tried would not have worked in the area you were in as this area was not open to the public. I completely understand the disappointed caused if you walked through this entrance, it was in no way suitable for public access and indeed building works were underway there. I need to reference the pool manning you mention, as we have very robust health and safety policy and procedures in place for this. It is true the pool is not life guarded, but the pool depth is shallow, and we have constant CCTV motoring and, as you say, we ask guests to sign in at reception so we constantly monitor the usage to ensure our guests are safe. I can guarantee you that the safety of our guests is the upmost priority and we work very closely with our health and safety consultants to ensure robust and best practice in place for this. I am sorry for the comments about the dark and dingy bar, I am sorry your felt like this. The bar is all original from 1628, including original fireplaces, ceiling and oak panelling. We normally get such wonderful comments about our bar area and it is grade 1 listed. Sorry this felt dark and dingy to you - this really is quite the opposite of the normal feedback we receive. The new menu we have just launched and are receiving great feedback on. We are always looking at ways to improve, and I am sorry you did not enjoy it on this occasion. I am also sorry for the noise issues and a short falling in other areas which will be addressed. Please do drop me a note, would be good to discuss personally and ensure a resolution for you. I was most upset to read you did not feel welcomed, this is the most important thing for us, we really do value your custom, and I hope for the opportunity to be able to welcome you back to New Place again to show you an experience more representative of the great feedback we normally receive. Best regards, Richard richard.powell@newplacehotel.com
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