inncollectiongroup.com Reviews 

Visited the recently refurbished Wordsworth Hotel in Grasmere Cumbria and was impressed with the improvements the staff were welcoming and professional and the Sunday Lunch we had was excellent

Booked to go to The Seaton Lane Inn this weekend, due to the adverse weather conditions, we opted not to go. I appreciate the weather can't be controlled and totally my decision, so I rang up to see if it was possible to perhaps, rebook/rearrange to another date.
When I got through, the lady who I spoke to was clearly reading from a script, "it's not a red weather warning" etc etc, so bad luck, no attempt to accommodate, maybe a 20%/25% additional charge to rebook as it was last minute would have been fine, but she was so disinterested and couldn't care less, if she could have said "Tough Shit", I'm sure she would have done. Yes I'm out of pocket and I can accept that, but the complete lack of interest has confirmed to me that I will never use this company again, which is a shame as the hotel may have been decent.

We booked a room online at The Pheasant Inn Bassenthwaite. We specifically requested a room with a bath as my wife has a medical condition. On arrival we were shown to a room with a shower. When we spoke to the staff all they did was say sorry and explained all rooms with baths were occupied. We had to cancel our booking and return home with no compensation. Why did they just ignore our specific request and waste our time and money?

The stables Whitby
We booked a split level room in the courtyard the room no.7 was lovely but the kitchen extractor vent ran outside the back of our room the noise was horrendous so loud noticed it as soon as we walked into the room.
Went back to reception was told it's ok it goes off at 9pm I thought he was joking but no from 6.30am to 9pm it was on you couldn't make this up I really don't know how the can justify £359 for two nights in a room you could not be in it was also so hot even though it's October there was a fan sounded like an aircraft no window that opened it was broken im so disappointed I mentioned it again when we checked out no apology nothing. I asked why there is no warning when you book about the noise and I got no response will never book with this company again so disappointed as the actual place was lovely and clean staff were polite except reception if your gluten free the food is awful. But I kinda feel robbed of a nice couple of relaxing days away with my husband and dogs.

The Wordsworth hotel grasmere is currently in the process of being made ready for this November. The directors of the Inn collection have instructed the builder CLC property maintenance to work after 1pm on a Saturday and all day Sunday. This involves heavy loud machinery blocking the main road outside the hotel with their vans, annoying neighbour's and people coming to the area. They don't care who they upset in order to get the job done.

We booked the offshore in Lytham St Annes for 3 nights from 15th September this year for my husband's birthday. Unfortunately he was diagnosed with livercancer before our holiday, but because I don't have a crystal ball paid upfront but they refused to reimburse us. The room we booked would have sold so they would not have been out of pocket. Their policy is absolutely absurd

We have stayed at other inn collection hotels and enjoyed the stay and food however, The Midlands was a real let down. Ordered our food at the bar at 7.15pm and sat at our table others came in ordered sat were served there meals , after an hour wait we asked the waitress if we had been forgot about. "will go and see" she said but never came back with an explanation but foo arrived 20 mins later, my chuck steak pie came with chips, i ordered mash took it back 10 mins later came back with the smallest amount of mash i have seen, wish i had kept the chips. However wife had ordered the thai chicken and prawn curry it was just like chip shop curry with raw chillies dropped on top and large slices of onion a couple of prawns. She loves thai food and that was not thai the sauce was think instead of coconut milk consistency. She left it. We complained to the waitress hoping someone would come and speak to us Nothing, We spoke the bar man who took our order. Will let chef know that was it £18.95 lost . Got home filled the survey in said about the complaint and left our number if they wanted to speak to us. We received an AI response basicly sorry about the food we failed this time to reac expectations. Hope you will give us another chance. No refund for the meal nothing were not interested. So NO the will not be another chance and we will let everyone we know to steer clear. Probably get an AI response to this if we get a response at all.

The Inns themselves are really good.welcoming.cosy and good food.The administration however is another thing.
After a recent stay they sent a code for 15% off our next stay to be used within 7 days for bookings till October.the only problem is the code does not work on any of the Inns.Contacted the head office by the contact form on their site.No Response.had to ring them.could not say why the code was not working as it did not work when they used it either.asked me to email details if I found somewhere.I pointed out it was a waste of time as they don’t respond.I was then asked to ring up when I found where I wanted to go and when and they would manually put the discount in.
What a disappointment that the group headquarters don’t match the professionalism of their inns.

Swan Inn Grasmere awful experience.

Don't visit Swan Inn Grasmere unless you want a car park fine. Despite being patrons and presenting our receipt to Smart parking we are unable to talk to anyone to over turn the penalty notice issued. Feels like a total scam company extorting money through parking fines and not making it easy to overturn. No way to treat paying customers.

How to ruin a good inn....Unable to communicate with anyone at this company...unable to speak with a member of staff at the Black Swan Helmsley about a group reservation. All round crap service!

My daughter was diagnosed with possible impetigo an hour before we were due to set off. This is incredibly infectious so we were not able to make the booking. It took ages for someone to answer our call and then the attitude and response was dreadful. I understand the policy but in certain situations you would think there would be some flexibility or even a considerate response. Will never book with this company again

My wife is disabled and has access needs as she uses a mobility scooter. We booked this room on arrival, as we were originally booked in another hotel in Northallerton which we found not suitable for her needs.
The Northallerton Inn gave us a wonderful fully accesible room which was clean, well organised and perfect for our needs.
The staff were incredibly helpful and friendly. We had breakfast included in the price. Really good selection and again we were looked after very well.
The coffee tray in the room was far better than many 4* hotels. and frankly it was the best hotel we had stayed in all week after a huge round trip from Wellingborough-Edingburgh-Glenrothes-Northallerton. We will definately stay here again and ask for one of their accessibility rooms next time we visit.

The following exchange followed a request for feedback after our stay.

It needs no further input from me!

Utter and unbelievable confusion over hours of service for food. The breakfast menu in the room showed breakfast till 11 am. We were told that this only applied to non-residents, so why on earth put it in the room? We were told separately that breakfast service was until 10 am but by 9:55 am the buffet etc. had been cleared. We were told that dinner was served until 9 pm but were later advised that we had to order by 8:45 pm. Signage said that meals were served all day but in fact, we were then told that no food after breakfast was available until midday. Out of date drinks price in menu in room (wine showed starting at £19.95 but in fact, the drinks menu downstairs showed it as £24.95. In addition, signage said to check in at the bar but having waited some time to be attended to, we were told that this was wrong and that we should check-in, unsurprisingly, at Reception round the corner. At 10:30 pm,30 minutes before the bar was closed, the door leading to the gents toilet was not only closed but locked, necessitating me to have to go upstairs to our room. On the first evening, two cask ales ran out. At about 7 PM, I was told that one was to be replaced ‘in about 10 minutes’. At 8 pm, I was again told that it would be replaced ‘in about 10 minutes’. At about 9 pm, I was told that it would be replaced ‘in 10 to 15 minutes’. It was not replaced by 11 pm when the bar closed. Utter shambles.

I received the following response:

Thank you for taking the time to pass on your feedback, I am sorry your experience wasn’t satisfactory. Our aim has always been to stay true to our pub roots and provide a comfortable and relaxing inn where everyone would like to eat, drink, sleep, and explore from. We strive to maintain our high standards across the board with the warmest of welcomes and outstanding customer service always at the forefront of everything we do. I apologise if we have missed the mark on this occasion. I will ensure your comments are passed on to the team and address during training sessions, we hope to see you again to provide you with the experience we are known for (sic)

I replied:

An absolutely classic corporate and very obvious generic response which therefore addresses none of the issues which I raised in any way at all. An utter waste of time to ask the comments if you take no notice of them whatsoever …

I repeated the same reply a short while later.

I have received no further response from The Inn Collection Group.

Need I say more?

Been many times over the years and found food amazing . Unfortunately today advertising home made chips which certainly weren't! Home made chips don't come frozen. The menu constantly changing but Unfortunately taken away meals dedicated to this area obviously country wide chain menu with restaurant prices. I have to say staff are pleasant and hard working but don't have answers for these unfortunate changes. The King's head is a lovely place but the menus now letting it down. Such a shame!!!!

Just back from a one night stay at wateredge inn ambleside which in fairness was overall very good, it was about £160 for a night bit pricey in my opinion but paid anyway! Having gone on today for a repeat booking in couple weeks time it had gone up over £70????
There is making money and there is pure greed. Booked a smaller hotel 2 minutes up road 2 nights for less than there one!!

My last stay there!!

I recently The ripon inn with my grandma and grandad. Really lovely hotel. Very good place lovely building. Lovely food, good choice of drinks etc. Breakfast was absolutely amazing. Would highly recommend this hotel to anyone. Thank you ripon inn😁

How long does it take to respond to an on line message
Still waiting after 8 days

Stayed Northallerton Inn roomclean large room good bed.Food evenimg poor ,lift so slow quicker use stairs.,Used system record VRN for free parking,second day received PCN as not hotels space despite outside front door staff not interested not right space abd never told which ones were,staff watched me key number.Rang head office staff queried PCN number got the VRN wrong and told me i shouldnt oaid as they now couldnt contest.Nothing to contest as far council concerned ,nothing to do with hotel and cheerio customer zervice joke

Well i booked a table online for me and my partner, I have been here before and had no issues, but tonight the wait before we got our food wasn't acceptable, I think an hour is too long especially when you can see tables that came much later food ariving,and not just one either!
The food my partner had was ok,a coconut chicken curry,mine however was so hot spice wise I only ate 40% of it.
The fact that noodles dont take long to cook and neither does a curry and the waiting time it wasn't good.
The chap whom im guessing was a manager stated the food we chose was new on the menu and thats why it took so long didnt make us feel any bettet.
Now we never ever feel the need to complain but I left the stables feeling very disappointed, shame realy

Ruth in the Guest Experience team has been empathetic, professional, patient and just so bl00dy kind throughout what's been a really difficult time for us. Super grateful. She is an asset to your team. Thank you Ruth - please know what a difference you made :-)