The Derwent Hotel

Thank you for your review. Thank you for having a wonderful time. We hope to welcome you back soon. Kindest regards

Thank you for your review. I am sorry that some unacceptable language was used by other guests whilst you were using our leisure facilities. I have discussed this with the pool management team. We hope to be able to welcome you back on a future occasion. Kindest regards

Thank you for your very nice review. We hope to see you again soon. Kindest regards

It is rare that a guest of TLH Leisure has to complain regarding the service provided by our teams. This said guest perception is paramount, and I accept that their perception of our customer service was poor. The reviewer has had a response from the owner of the company, prior to our knowledge of this review being posted. The response did take 4 working days as the reviewer had asked for a full investigation. After reviewing how we dealt with the gas leak from a building adjacent to us, it is my conclusion that we acted promptly and involved the Gas Emergency Agency inline with our protocol. The leak was from a neighbouring property, therefore out of our direct control, we are currently in discussions with it owners to avoid a recurrence. This said it is obviously distressing for anyone to encounter the smell of gas, especially guests with children. It is my understanding that these guests were offered an immediate move to one of our sister hotels, and then an upgrade to one of our 3* hotels for the two remaining days, and given a substantial discount for the inconvenience. A few points raised by the reviewer in correspondence with us regarding our customer service were relevant and have been addressed. It is my conclusion however that my team at the Derwent Hotel did everything possible to address the situation promptly and with a good degree of care. We continuously review customer feedback and continue to strive to offer the best customer service in our industry. We have been extremely successful in this area, I am truly sorry that this was not the reviewer’s impression. We have been trading as a family owned resort for over 50 years. This has only been possible because of the quality of service, and value we offer. I hope that anyone reading this review continues to read the vast majority of positive reviews posted by other guests. We are also listed as TLH Leisure Resort.

The Derwent Hotel has a continuing bedroom investment programe that has seen 30 of the 175 bedrooms refurbished over the last 18 months. The vast majority of the balance of rooms have been refurbished within the last 5-10 yrs. This investment will continue this year and beyond. Although some of our older bedroom stock is quite dated, these rooms are clean and any faults would normally be resolved by our mantainance team. I appologise to the reviewer if this was not the case and will look to identify the room that was occupied. As a family owned and run resort customer satisfaction is one of our core values. We have invested over 1 million pounds in our 5* central facilities in recent years, as well as the full refurbishment of our 400 seat restuarant at the Derwent Hotel, which is one of 4 hotels on the complex. We hope that our guests see value in our extensive, well apointed resort that includes the free use of our Aztec swim complex and our nightly entertainment. We continue to take note of our guest comments and direct our capital investment into the areas that our guests want us to.