Miller & Carter Heaton Chapel by Innkeeper's Collection

Easy to find…lots of free parking

Only slight issues were that our room was quite dark and turning on the lights didn’t help…and we couldn’t get our TV to work…no big problem as we were only staying for one night.

Ask for the first floor, so you don't have to carry your belongings up the steep staircase to the second floor.

Room was too hot and the restaurant is quite expensive - great food but too much for the budget conscious.

Clean, comfortable rooms, gorgeous food, and lovely staff.

We liked the proximity to our office, fair price and nice steaks. Also one wonderful older (probably in the age of my grandmother). The owners should use her as an example of what genuine hospitality looks like and consider providing customer service training for some of the younger management staff.

During the booking process I clearly stated that our check-in would be between 10:00 and 11:00 pm due to a late evening flight. I also informed the hotel via Booking.com that we would arrive later and provided my credit card details to guarantee the reservation. This was a booking for six people, Sunday to Friday, worth well over £2,200. Shortly after landing, at around 9:30 pm, I called the hotel to confirm that we had arrived and would be there before 11:00 pm. To my surprise, the duty manager (a blond gentleman) repeatedly told me he was only willing to wait until 10:30 pm. When I explained that the airport was busy and reminded him of the size and value of our reservation, he simply kept repeating, “I’m happy to wait until 10:30.” When I asked what would happen if we arrived after that time, he replied that we would not be allowed into the hotel. Because of this, I had to separate from the group I was responsible for and urgently order an Uber to the hotel, even though we had already booked a seven-seater rental car from the airport. This completely unnecessary stress was caused solely by the hotel’s attitude. Ironically, we arrived at 10:20 pm and the staff were still behind the bar cleaning and working as usual, yet the duty manager still made us wait before checking us in. His attitude and customer service were, without exaggeration, the worst I have ever experienced in any hotel, in any country I have visited. Thankfully, one wonderful older lady who served breakfast from Wednesday onwards completely restored our faith in the hotel. She was exceptionally kind, warm and professional, and honestly saved the hotel’s reputation in our eyes. The owners should use her as an example of what genuine hospitality looks like and consider providing customer service training for some of the younger management staff.