Lindale Road, Grange-over-Sands, Cumbria, United Kingdom
"We were looking for hotels that did Contract Bridge holidays and we found this one by doing a google search. We were particularly attracted to Netherwood Hotel as it looks like a lovely hotel, with a spa and gym, and the website page for the bridge holiday said that we had full use of all hotel facilities. We duly booked it, through the contact given on the website, and looked forward to our holiday. On arriving at the hotel we were informed that there is £15 charge each for use of the spa, and we naturally queried this. The assistant manager who we dealt with at first denied that the website said we had full use of the facilities until we showed it to her. She then said that it was out of date and that it didn't specifically mention the spa (it did mention a pool which they haven't had for two and a half years - another bone of contention as we had expected to use that as well). When it was put to her that full use of all facilities should mean just that, she just dug her heels in and refused to budge. She was obstructive and totally inflexible. As a result, we felt we had been attracted to the hotel under false pretences, and that we didn't get what was advertised. We wrote to the owning company 'Squirrel Group' but we didn't even get an acknowledgement that they had received our email. I intend to take this further under the Consumer Rights Act of 2015. Two ladies in our group also had an issue with their keys. They found they could open each other's doors with their keys. Upon querying this with reception, they said that they would sort it out the next day. When returning the following day to reception, the lady asked the same assistant manager whether the problem had been sorted out. Instead of getting an apology and a thank you for bringing it to their attention, the manager proceeded to argue with the customer telling her she was wrong, that only one of the keys had a problem and that she had been inadvertently issued with a pass key. The manager in question is, to quote my friend who dealt with her on this occasion, 'the most obnoxious person she has ever met behind a reception desk' and I have to agree with her. There were a few other minor issues that occurred during the holiday, none of which were dealt with well. The whole place feels like Fawlty Towers. They clearly have no idea about customer service, which is incredible considering the amount they charge for the rooms. We won't be going back!"
"Stayed two nights to attend a wedding. The civil wedding, meal and evening dance all taking place in the Netherwood, who seem well versed in the running of such events. I found the staff to be very friendly and helpful and the accommodation clean and well maintained. The open log fires, a sweeping staircase wide enough to drive a car up, and extensive wood paneling give the hotel a feel of a large a country house (it's original purpose). The food was well cooked and presented but found in the bar, the price of nearly seven quid for a pint of beer and small mineral water a bit eye watering - but maybe I'm just getting old."
"Booked up for 2 nights as our holiday to Benidorm was cancelled, Really big old hotel, real burning fires and pet friendly hotel which you never heard any of them barking, plenty of parking, check in was quick, bedroom up two sets of stairs, big room nicely decorated, comfortable nights sleep, not the best view of a metal roof outside the window! Bathroom needs upgraded but clean enough, Breakfast nice enough, Bar menu disappointing only a la carte available contrary to what states on website, we went out both nights for food Nice little bar with a very accommodating barman, Lovely spa, hot tubs not very warm in spa though and treatments were fully booked up which was disappointing, would of been nice if it had a pool as well, The afternoon tea sandwiches had obviously been made prior as bread was hard, cakes were nice though, Hotel had hand sanitizer around the hotel which was a nice touch after washing your hands! Thank you for a lovely stay."