Stone House Hotel

“Lovely Staff, Characterful Hotel, but Room for Improvement”

We stayed for one night and had a mixed experience. On arrival, we were greeted by a lovely receptionist called Ash, who was very friendly and chatty. He told us about the history of the hotel and the surrounding area, which was a nice personal touch. The bartender was also welcoming, polite and s… more

We stayed for one night and had a mixed experience. On arrival, we were greeted by a lovely receptionist called Ash, who was very friendly and chatty. He told us about the history of the hotel and the surrounding area, which was a nice personal touch. The bartender was also welcoming, polite and sociable. Our room was in the older part of the building and featured a beautiful four poster bed, which added to the character of the hotel. One small inconvenience was that there were no plug sockets by the bedside, so we had to charge our phones across the room. This only became an issue in the morning when our alarms went off a few times and we had to get up to switch them off. The bathroom was pleasantly decorated, but there were a few maintenance issues. The toilet handle was loose and caked with what appeared to be grout, and the shower taps were grubby with visible mould. One of the hotel's biggest strengths is its interior, with its interesting décor, large mirrors, numerous pictures and fish tanks, all of which give it plenty of character. Unfortunately, we were disappointed with the grounds at the rear of the property. Although the seating area had attractive planting, there were old balloons still hanging, presumably from a wedding some weeks earlier. Beyond this, the grounds appeared neglected, with old garden furniture left to rot, overgrown trees and shrubs that needed pruning, and paint peeling from the walls. The front of the hotel also had faded plastic hanging baskets. It felt as though more attention had been given to decorating the interior than maintaining the exterior. When checking out, a member of staff was on the phone. We waited several minutes before she acknowledged us and simply held out her hand to take our room key. We felt she could have briefly placed the call on hold to greet us and thank us for staying. Her manner came across as unfriendly and unprofessional, which was disappointing after the excellent customer service we had received from Ash and the bartender. One other point worth mentioning was the lounge/bar area in the evening. A female guest came downstairs wearing a dressing gown and sprawled across the sofas, exposing far more than anyone else would have wanted to see. It made what should have been a comfortable, relaxing space feel quite awkward. While guests are free to be comfortable, we feel the hotel should have a dress code for public areas or, at the very least, politely ask guests to dress appropriately out of consideration for others,at that time of night. Overall, the hotel has plenty of charm and character, and the warm welcome from some members of staff made a positive impression. However, the maintenance of the grounds, some room upkeep, and the consistency of customer service at checkout would benefit from improvement.

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“Not a good experience”

We had rooms booked over 12 months ago for a big family wedding only to find on our arrival that some of our party had no rooms booked, although we all had emails confirming our bookings. Ok, mistakes happen , we understand that but the situation was made worse by the manager of the hotel who quite… more

We had rooms booked over 12 months ago for a big family wedding only to find on our arrival that some of our party had no rooms booked, although we all had emails confirming our bookings. Ok, mistakes happen , we understand that but the situation was made worse by the manager of the hotel who quite frankly needs to go on a customer service course. She gave the guests inferior rooms to the ones booked and as an apology for there error offered a bottle of complimentary wine if we eat in their restaurant that evening. We had planned to eat there but changed our plans and eat elsewhere because of her appalling reaction to the mess they had made. She suggested at one point that the whole group left to find another hotel. We had 7 suites booked for 2 nights. With photographer, hair, makeup and car all coming to the venue so we couldn't leave the hotel. The other staff were exceptional and clearer very concerned about the mess and we thank them for their support and kindness , please make sure this doesn't happen to the next bride

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“Nice hotel, great staff apart from the manager whose customer care was even worse than Basil Fawlty”

As a wedding party we booked 7 rooms on 12/6/26 and and 8 rooms on 13/6/26. They were booked in January 2025 with the wedding organised paying for the second night and individuals paying for the 1st night. When we arrived to check in other party guests were already trying to book in with another gr… more

As a wedding party we booked 7 rooms on 12/6/26 and and 8 rooms on 13/6/26. They were booked in January 2025 with the wedding organised paying for the second night and individuals paying for the 1st night. When we arrived to check in other party guests were already trying to book in with another group of guests also in reception. Some of our party were told that there were no rooms available for them. We had booked suites surrounding a courtyard to all be together for the wedding preparations. As some of our rooms had been given away to other guests we were eventually offered rooms a long way away in other parts of the hotel. Which we reluctantly accepted and one of our party (the grooms mother) ended up having to share a room. When escalated to Pirtaa she was most unhelpful, obstructive, unapologetic and smirked throughout the 30 minute ordeal. She did at one stage suggest we might want to stay elsewhere! She eventually gave the bride an apology letter 24 hours later. The whole party were upset, shocked and disappointed by her behavior. I would suggest an urgent customer care course is needed. Having said all that the hotel facilities, rooms and food at the breakfast were good. The other staff were outstanding and if it wasn't for Pirtaa's behavior we would have rated at 5.

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