Brough Castle Tours

Staff were amazing and helpful, very kind and allowed me to upgrade to a suite as I was there for a special occasion. The hotel itself is beautiful and I love the decor however a downside was no room service and their QR code has not been updated to the new downstairs restaurant TYGA. Also housekeeping did not make the bed during my stay of 3 nights (1 day I put a do not disturb sign) which isn’t what I’m used to. Overall a good experience but there could be some things made better.

We stayed from Thursday 29th October to Sunday 1st November, but unfortunately our experience fell well below expectations. On Thursday evening at 9:45pm, we had to pack up all our belongings and move rooms because the TV, Wi-Fi and heating weren’t working. This was incredibly disruptive, especially so late in the evening. The coffee machine in the new room overfilled our cups in the morning and spilt all over my makeup bag. This happened twice! Despite being told my partner’s food could be reheated, (gluten and dairy allergy) this couldn’t be arranged until a reception team member personally went into the kitchen to do it. Service at PIP restaurant was equally disappointing, with us waiting 35 minutes without being acknowledged before eventually leaving. I resorted in ordering a Nando’s to the room for myself. Overall, communication and customer service were poor, and rather nonchalant, with no meaningful apology or gesture of goodwill. I’ve also emailed the complaints contact provided by Treehouse on their feedback email but have yet to receive a response. We are hoping to return over New Year for a few days and would really like the opportunity to have the experience we originally expected, alongside appropriate compensation for the disappointment and disruption during our previous stay. We hope Treehouse will take our feedback seriously and help restore our confidence in the hotel.