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Service Promise


Here’s our Service Promise to you. We aim to offer a stylish Hotel with a contemporary feel, whether our guests are here to stay for a night or two, to dine in the Lounge or Restaurant, attending an event or to work or play we are committed to providing a level of customer care second to none, where attention to detail is paramount.

To deliver professional, efficient and high-quality service that meets our guest’s needs.
To honest and open, taking responsibility for our actions.
To use customer feedback, comments and complaints to help us improve our services in the future.
Welcome you in a polite and friendly manner.
Keep customer wait times to a minimum and advise you of any delay
To ensure our staff are well trained and inducted into the business enabling us to provide the best service.

When you call by phone, we will…
Answer your call as quickly as possible, and within 5 rings if you are calling by our switchboard.
Ask you if you want to speak with someone else, or leave a message, if the person you are calling is not available.
When you write to us or send us an e-mail, we will….
Confirm that we have received your letter or e-mail within 12 hours and aim to reply in full within one working day
We will confirm your room reservation by e-mail within 2 hours

Meetings and events…
The rooms will set as required ready for your arrival
Accurate quotations and terms and conditions will be agreed before the event, with any alterations agreed in writing with you
Equipment will be provided as requested
Delegate numbers, break-times, meal times and menu choices will be checked with the event organiser on arrival
Special dietary requirements will be fulfilled and clearly marked.
Invoices will be submitted in a timely manner, will be accurate and relate in full to the agreed quote
There will be a dedicated team member who will look after your event to ensure it runs precisely as you would wish

And finally…
Invoices will be on time, accurate and as agreed.
Our accounts department will contact you within two working days on receipt of any invoice queries
We make every effort to reduce our CO2 emissions, monitor and control power and water consumption
We endeavour to procure all our produce locally whenever possible.
Wherever practical and economic we follow best practice in terms of recycling waste materials, including food waste.