Lanercost Holidays

We had a 2 night stay at the hotel. Check in was fast and room was ready. We had a 2 bed apartment and it had all of the basics you would expect. I did have a student accommodation feel to it and the sofa had some stains that meant we were not the comfortable using it. The bedroom was again basic and had clean towels and bedding. Could have done with a mirror instead of a TV in the bedrooms as there was a TV in the lounge. No full length mirror only a small one in the bathroom and a small one in the lounge. The staff were really nice and friendly and the coffee was good in reception. We used the pool and spa on one day and it was a nice extra. It was in a good central location and the beach behind the hotel was beautiful, just dunes and lots of beach - Stunning.

I arrived earlier than expected and asked if we could check in early and I'd be happy to pay for it. I was told my room wasn't ready, so asked if we could move rooms to one that was, but that was apparently unavailable. There was no warm welcome either, just felt like an inconvenience. I came back at 3:08pm, check in is at 3pm, and was told my room still wasn't ready! (I could see them handing keys over to other customers) I'd already explained we were in a rush to get to an event and needed to leave by 3:30pm. Regardless, I've never been told at any hotel our room wasn't ready after the check in time. Just kept being told they were busy. Not helpful after a 6 hour drive. I spoke to a different member of staff who was much more helpful and she moved our rooms immediately without me needing to ask. More annoyingly, upon booking, and 20 mins after booking on a phone call, I'd explained my accessibility needs (very quiet room on a high level, away from lifts, and at the end of the corridor), but this was not provided. I have to book hotels knowing this would be guaranteed, which it was promised over the phone. This led to a very poor night's sleep, which is detrimental to those with M.E, and I had to have a nap in the back of the car while my teenage children continued the day without me, so I could drive us home safely. For a hotel stay costing over £200 for the night, I did not expect this level of service, and it completely ruined our trip.

Have had great experiences here before but room wasn’t properly clean and a lot of basic cosmetic stuff - stained headboard, rugs etc - needs dealing with to justify the cost.

Excellent 4 night stay!

Great value and a great location.