Rowhill Grange Hotel & Utopia Spa

May I firstly apologise for your dissatisfaction with your stay at Rowhill Grange. As I am sure you can appreciate, trying to investigate all of your comments is extremely difficult five months after your stay. Whilst I do have some information from the Duty Managers log of that day I am unable to comment on all of your feedback. I am unable to explain why there was not a key to your room, this inconvenience should never have occurred and I am extremely disappointed it did. Our Wedding Night Celebration Escape is a very popular package and is generally very well received after a long day of celebrations. I am satisfied that we delivered everything that was included within the package as detailed in our brochure. Whilst the supper tray is designed as a light meal before you retire for the night, I have noted your comments on portion size. Breakfast is available in our Restaurant or in the comfort of your room. For the convenience of our guest’s breakfast order cards are placed on the bed after it has been turned down in the evening. This practice acts as a reminder for those guests that do wish to have breakfast in their room to indicate their requirements before going to sleep. Our guest directory in our bedrooms and welcome letters give full details of where and when breakfast is served in our restaurant. From our Duty Managers log I can see that two other guests also commented on the milk cartons that day. The conclusion was made that a less than perfect batch of milk cartons had been received from our supplier. Milk cartons were removed from all bedrooms on Sunday to ensure no further guests had a similar experience. I am unable comment on the time it took for your taxi to arrive. I can only assure you that the staff on reception that day would have given you the information they were receiving from the firm and would have had no reason to give you anything different. May I once again offer my sincere apologies to you. We pride ourselves on the fact that most of our business comes from recommendations and referrals and I thank you for your feedback. I hope I will have the opportunity to welcome you back to Rowhill Grange in the near future, personally overseeing your booking, ensuring your complete satisfaction. Ian Heath General Manager

May I firstly apologise if you felt your illness was not taken seriously. I have spoken to our reception team to reiterate the policy of reporting guest illness to the Duty Manager and am confident this will not arise again in the future. Unknowing the exact date of your stay, I have reviewed all possible dates and have found no other possible food complaints. I hope this helps to put your mind at rest. May I assure you Rowhill Grange operates a strict food safety policy, audited by an independent company HMS. Rowhill has always scored highly in audits, above the national average, from both HMS and the local Environmental Health Department. I am sorry to read that you will not be staying with us again; however, I hope that with my comments in mind this will help to restore your faith in Rowhill Grange. I would welcome the opportunity to personally oversee a future stay with us where I am confident you will receive our very best attention. Ian Heath General Manager