The Golden Pheasant Inn

We popped in for lunch. Staff were ok but despite there being only a few other diners in the restaurant the waitress was clearly in no hurry to take our Order. The preparation of our Order took well over 30 minutes but not a problem, and the meal was enjoyable. We waited and waited to get the Bill and I had to eventually go to the Bar to request it. I was surprised to see a 12.5% (discretionary) service charge had been added. When I queried this and said I'd be happy to tip the staff but not this amount I was glared at and told it was 12.5% or nothing cos the card reader could not be altered!? When I checked the Bill later on after leaving, I also saw I'd been overcharged by £3 the cost of one of our meals. What a pity these negatives spoilt an otherwise reasonable experience.

The location is great. Unfortunately our stay was not enjoyable, the room was not clean and the staff were rude.Also very limited parking. The breakfast the next morning was slow and basic quality, the stay as a whole wasn’t worth the money. I tried to speak to the lady on reception the next morning who was patronising and unhelpful to say the least. I explained my concerns and showed pictures of the lack of cleanliness but unfortunately she was not much help, the excuse was ‘we’re renovating rooms’. I understand renovations can be disruptive to cleanliness however you shouldn’t let out rooms (that have no signs of renovation) if you can’t keep them clean. The electric went out from 10pm - 12am, this meant an alarm was beeping for the two hour period. We used the number on the info page in the room to ring and see what was happening to which the ‘boss’ shouted at me down the phone stating he was ‘25 miles away and in bed, what was he supposed to do? The main number should be used’ I did ring the main number but no one answered as it was past opening hours and they don’t have a night porter so the process they have in place clearly does not work and the ‘boss’ should not be shouting at any customer when the correct process has been followed from the customers side. I did inform the lady on reception the next morning, I explained the electric going out was not the issue as that can’t be helped, it was the way I was spoken to, to which I got a patronising apology for. Unfortunately the property rejected the dispute through the booking platform and are not willing to resolve this. I highly doubt they will take any responsibility for this, probably just send a patronising response. If you don’t have any social skills or see the point in resolving concerns/complaints, maybe don’t work in a customer facing job.

Visited the Pheasant this evening as was absolutely blown away, the service was amazing, the food had to be the best I have had in a very long time to the point I had to ask the staff if the chef was willing to give me their recipe for their slow cooked beef cheek dish and they were. All the staff were very friendly and welcoming and even made my 3 year feel noticed which a lot of places don't do. I will definitely be visiting again.