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“I would NEVER RECOMMEND Peckforton Castle as a hotel...”

Written on: 05/11/2010 by helen moran (1 review written)

I would NEVER RECOMMEND Peckforton Castle as a hotel or wedding venue due to the fact we had a large sum of money STOLEN from our LOCKED bedroom DURING OUR WEDDING DAY. The other reason I could not recommend it is because of the appalling customer service we have received from the hotel management- THIS HOTEL SIMPLY REFUSES TO DEAL WITH COMPLAINTS! I am now forced to leave this review after the castle received our written letter of complaint over five weeks ago and neither the hotel manager or the owner of the castle have bothered to reply to us. (Although seem to have time to check websites for our review!!!!!!)

Even though POLICE INVESTIGATIONS have been carried out at the castle, the management have done their best to ignore the situation. We personally had a total of 315Euros, and £130 stolen from us from the locked bridal suite, and several wedding cards from the locked boardroom which is supposed to be a secure place to keep wedding items the night before. When we said to the manager that surely it was likely to be a member of staff who had taken the money seeing as the rooms were locked we were told room keys are sometimes left unattended in reception or put down by members of staff where anyone could basically take them. Therefore beware as this means anyone could enter the castle and get into your room while you are staying there! In our opinion this is NEGLIGENCE, and SECURITY AT THE CASTLE IS NON-EXISTENT!

The reception staff and the manager are inadequately trained to deal with complaints, there does not seem to be a complaints system even in place. The whole experience had been very stressful, and made more upsetting because of the dismissive attitude of the manager, and the fact we have not even had an apology for our ruined wedding experience at the castle. We are deeply unsatisfied with the customer service we have received, and feel the hotel manager is responsible for this.

If you are staying at this hotel I would say do not leave any valuables in your room. I would not allow the porters to take luggage to your room or allow them to move it to another bedroom if you are in a wedding party. Do not leave anything important for your wedding in the boardroom-it is not safe.

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