Dunston Hall Norwich Customer Comments
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New Years eve
We have been to Q hotels before but would not Recommend Dunston Hall.
It is a beautiful hotel with lovely grounds but totally unorganised.
We were supposed to have had cookies on arrival yet they forgot to put them out.
Half the bar menu was not available. Took over 1.5 hrs to get a sandwich on the first day.
They hadn’t booked us in for our second night. So when we came back after our day out our room hadn’t been cleaned. So had to have a rushed bath and clean up before dinner.
Went to dinner at 8.30. Had our starters st 9.15. Two of the meals came out at 10 to 10 and at 10 past 10 we were told that they had lost our order and was just starting to cook the rest of the meals. So we said we didn’t want them as too late.
After a further complaint from us we were given £100.00 of each room as a gesture of goodwill.
Will not be recommending this hotel
Absolute awful, a joke of a place.
Beautiful from the outside, but don’t be fooled. It’s run by a joke team of staff.
The evening dinner service was awful, silly slow – we waited an hour for our starter to come out then another hour for the main.
Then the worst of it, we got back to our room and went to sleep, only to be disturbed at 10.30pm by the internal telephone, the “bar staff” adamantly demanded I settle my bill over the phone, I had to for them to close up their account. So I gave them my card details only to find out the following morning (after complaining to management about the unusual disturbance) that they had no record of any transaction and that they had no idea who made the call or took my card details so I had to cancel my card just in case of fraud.
Later in the week, the payment was collected and was indeed to Dunston hall so I contacted the manager who still to this day doesn’t know who took the payment/what the charge was actually for.
He refunded me the money but I find the whole situation ludicrous!! I wanted to complain higher up but was advised there is no complaint department and that the complaint would just go back to the duty manager so not much point?
Ridiculous place. Wouldn’t recommend.
Visited Dunston Hall for a spa break last weekend with 2 friends, we booked this through spa break direct but the hotel staff really need to familiarise themselves with these packages that are being offered as we had to chase around all weekend and keep them right on what was included in our package and what wasn’t.
Lunch was meant to be included on the sat but no one knew anything about it, the hotel receptionist booked it for us for 2:45 in the restaurant so you can imagine our surprise when we arrived at the restaurant to find it in darkness and no one there to meet us so off we had to go back round to reception again to get someone. Someone then brought us round and took us to a table in the restaurant and brought us the same menu that we’d had the night before for dinner until we had to tell him we were with spa breaks so he swiftly pulled that menu away from us and brought us another. Once we had ordered we were kept waiting an entire hour for our food, when it eventually came there was no form of apology for the wait and unfortunately, the chips were cold. There was no one nearby to inform of this, there seemed to be numerous weddings going on and all the staff were tied up with this so we had no choice but to eat the food as it was.
When we eventually found someone to bring us the bill what a surprise she didn’t know we had an allocation per person included in our package and billed us the entire amount so we had to again keep her right and off she went again to do a new bill which took her about 20 mins
At no point did anyone make any apology for the dreadful service.
There were no robes in the room for us on arrival as it said there would be so we had to go again to reception for this again
None of the staff seemed to have a clue what they were doing.
Breakfast was so slow on both mornings with everything running out mid-service.
Such a shame, hotel itself is nice our room was lovely but the service spoiled our time here, we weren’t looked after at all and spent 40% of our whole weekend running after them wandering where to go and waiting in long queues .
This hotel simply cannot cater for weddings and other guests at same time.
Not as expected – Very Disappointing
Very disappointed with my 2 nights stay at Dunston Hall in July 2017. The hotel doesn’t live up to the description on its website and the price is high for what you get.
The hotel website talks of a £2 million refurbishment. I have no idea where the money went but it didn’t go on the room we were given. The room was dated with broken furniture, no air-con and only one power socket. You couldn’t even boil the kettle while charging your mobile phone.
All the hotel grounds are used by the golf course so there is no walks or gardens as you would expect in a country estate.
The gym is in need of an upgrade. It has broken weight machines.
During our stay, the restaurant was booked out each night until late due to coach trips having bulk bookings.
A total disappointment of a weekend...
Heading to Dunston Hall for the third time in three years was something to look forward to, however checking in on Friday things felt instantly different.
Instantly I noticed that the hotel is no longer a De Vere hotel, but is now owned by the Q Hotel group therefore gone is the familiar and welcoming feel.
Check in seemed hurried and complicated, we were part of a larger group but checking in separately, however, this was still messed up by a rather distracted receptionist who handed us the wrong keys and details.
One thing I did notice was the price was lower than expected and we were also handed some ‘free drink’ vouchers. Nothing to explain why however we subsequently found out that the pool and spa area were out of action due to renovations. Nothing was mentioned at check in about this at all but the fact that Dunston Hall promotes itself as a ‘Spa break’ hotel should mean that this was clear to everyone who booked. It felt like the staff didn’t know what to say on the subject and the whole thing further decreased the enjoyment levels on our weekend.
On entering the room I instantly noticed nothing had changed. The rooms were in exactly the same state as when I last checked out two years ago, except for obvious wear and tear, lightbulbs out and the removal of the minibar/fridge. No improvements anywhere, in fact quite disappointing. The bathroom was the same, ours, in particular, had a dribble of a shower with only lukewarm water.
Finally, I feel I must mention the staff at our Saturday evening gala dinner. While the bar staff were fantastic in dealing with an enthusiastic crowd of over 250 people those waiting on the tables were less organised. I understand it must be hard to motivate staff for these jobs, however, I personally witnessed someone be billed with gravy and another have potatoes dropped on them, neither incident was dealt with in a professional manner and that’s disappointing.
If I could make a suggestion to anyone reading this review it would be to not book this hotel but to book in at Sprowston Manor slightly to the north of Norwich as this hotel has never let us down and is better in every way when comparing it to Dunston Hall.
A real disappointment of a weekend.
A very disappointing stay
I stayed at Dunston Hall in June. Customer service at check-in was non-existent and staff were impolite.
Our 1st room was in a very poor state of repair despite being an upgrade and the bed dipped in the middle with no support.
Smokers underneath meant out windows had to be kept shut on a very hot day. After some complaints, we were upgraded to a nice ground floor room with outside space. The food was acceptable but nothing special. The manager on duty did their best to make up for the poor service but we won’t return soon. The hotel was also overrun with senior citizen coach parties.
We followed this visit with Premier Inn in Ipswich which was a joy in comparison and with better food.
Sorry, De Vere, I have stayed at a few of your hotels and venues and this was the worse.
will never stay here again
My wife and I booked to stay here for one night in a King De Vere Suite to celebrate our wedding anniversary.
It was not cheap – £270 for room , dinner and breakfast as a package. Overall impression of hotel is that is dated and tired. Pre-dinner drinks on the terrace were disturbed by two different male golfing parties who were loud and using crude and foul language with no regard for other guests.
We gave up and went to dinner in the brasserie and chose the carvery which was a major disappointment as the food was overcooked, overheated and watery. We were offered a glass of prosecco each to “celebrate” our anniversary which we thought was a nice touch until we saw that it was not complimentary and we had been charged £6.50 a glass on our bill! When we went to bed we could not sleep as there was a wedding in the marquee in the grounds and they were playing loud music until 1.30am. We were then woken again by a faulty fire alarm at 3.30am. We phoned reception and they apologised.
But we still could not sleep as some drunk was outside in the grounds singing in a loud voice. No one seemed to try to stop him. When we checked out in the morning no one asked how our stay was. It was rather busy with other guests checking out so we left and decided to send De Vere an email outlining our bad experience. This was sent to the customer services email address on the website but so far we have had no acknowledgement let alone a reply or apology.
If Dunston Hall wishes to book golfing and wedding parties and does not advise other guests of this when booking then that is a poor show and they will not get us staying there again. And if De Vere cannot be bothered to reply or even acknowledge our email then we will not be staying at any of their other venues.
Disappointing to say the least
We booked what was supposed to be a romantic 2 night break and were disappointed beyond belief.
On arrival we were pleased to find out that we had got a standby upgrade to a 4 poster suite – but spent the rest of the weekend wishing we hadn’t. The suite was very tatty – ripped carpets outside the door, 2 out of 3 of the chairs needed recovering, poor repairs in the bathroom and bolts poking out the side of the 4 poster bed. On top of the poor state of repair, the receptionist failed to mention that the room was located above the Eaton Suite which was hosting a wedding… so we were treated to music coming through the floor from 7pm through to 1am the next morning.
Reception did say if it got too much to let them know, but who is going to complain about a wedding, it is after all the most special day. I just wish I had known before we accepted the upgrade, but by the time we realised it was too late and the hotel was full.
The website advertises Sky TV in all rooms but this is not the case – you have a limited selection of free view in this suite (no Movie Mix and no Film 4) so settling down for a romantic movie whilst we waited for the noise to stop was not an option.
Day two and we were assured that it would be quiet – but sadly room 6 has a jacuzzi bath and it backs on to the bathroom in room 7… so we were treated to the sounds of an overexcited couple having a shouted conversation (!!) above the sounds of their jacuzzi bath. We spent the afternoon out walking and then hid in the bar.
So all in all, disappointing beyond belief. Am resorting to putting my comments here because having spoken to reception on the Saturday and left our feedback form on the Monday morning, De Vere have now sent me another ‘survey’… no one has been in touch about the previous two lots of feedback I left so hopefully leaving it here may spur them into action!
The one redeeming feature of this hotel is the staff – they are friendly and offer excellent service but sadly, they are not magicians.