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I am not often short of words but this place and more importantly friendliness has left me feeling so very blessed! From arrival and meeting Ian I knew we had arrived somewhere very special. Ian was just the sort of person you want to meet on arrival, friendly, personable and just a nice bloke! However as he walked us through the beautiful garden , using his horticulture knowledge to explain each plant we asked him about, I’m afraid he was trumped by the lovely Hazel (sorry Ian) what a beautiful soul, she clearly cares so much about this place but also cares so much about people who stay here. You will NEVER get the warm friendly reception from any hotel compared to this! I can’t over emphasise how welcoming. And so to our room. It was so lovely, lacked nothing and was so clean and immaculate. We even had a lounge outside the room. I would honestly say, having been a very well travelled individual for many years, if I had to end up somewhere permanently after all those hotels over so those years this spot would be up there in my top 5!!

On arrival in the pouring rain 3.45pm door to inn was locked, knocked on the door and lady shouted we are closed, come back at 4pm, 15mins? I said we are staying she said we are not ready. Ok! But no apologies just a bit rude, so we went for a coffee Came back after meeting up with my young family, my son and fiancé and 2 boys 3&5, my daughter 7 months pregnant husband and toddler 2 We requested a table for dinner and after some discussion were shown to the family side of the inn, very nice. We checked into our room while the family settled in to order for kids so not too late(5.30) Ordered drinks and a full family meal for 6 adults 3 kids which was lovely kids well behaved, at 6.30 popped upstairs with the toddler and boys to put PJs on. they were staying at the camp site 5 mins away that’s why we booked the Trout beck Inn, to be close to them just down the rd We had just finished dinner and the weather had changed to strong winds, so bad there was a weather warning announcement, we asked could we book 2 more rooms and were told no! although they were available they couldn’t access the booking system? So we suggested we booked tonight and paid tomorrow as weather so bad to go back to camp site with the kids Still no compromise a NO I total understand policy and procedures but this was handled all wrong even a phone call could have been made to possibly get permission surely it’s about sales! And filling rooms So we suggested my daughter pregnant and the toddler stay in our room and we would stay at camp! For their safety Again we were told NO toddler not insured? Ok understand but to say no to my day couldn’t stay 7 months pregnant, ridiculous and unacceptable ……morning - We were told on arrival please fill in Your breakfast form the night before and with all the fuss with room request and bad weather getting everyone out safely we forgot , so in the morning - breakfast served 8-9am on website, We asked at 8.30 if we could have some breakfast and lady said NO you didn’t fill in your form ! Honestly ridiculous attitude, we were told - We cook to order and buy in per order the night before ? Really So I’m not sure how that works for an Inn who can provide full evening menus unannounced but breakfast is a no go! How can a property who is providing accommodation and food as a service not have eggs, bacon, sausage,mushrooms or even cereals etc on site. 🤔 She did eventually offer toast but not with a smile Just unbelievable service and attitude, I can say one man from the bar helped by getting ice for us when the lady said she didn’t have any left so thank you to that gentleman. Seems so short sighted that the Inn itself is lovely rooms are good, but the rest is all desperately disappointing and unacceptable front of house service was uncaring and just not guest friendly really let the Inn down. Shocking service In summary our family dinner had early closing at 8.30ish so bar shut, reason we were told the lady had a lon

At Norcroft Mark and Paula offer welcoming and comfortable accommodation with a seamless efficiency. Some of furnishings and decor may be a little dated, but they have only been there for 3 months. The rooms are very clean and comfortable and you won't get better value. Mark went above and beyond to accommodate my unpredictable work schedule during my time in Cumbria. On the first night when I arrived late, Paula's homemade muffin was a lovely touch and exactly what I didn't realise I needed. On the day I checked out, I ended up working later than expected, so I messaged Mark to see if they could accommodate me for an extra night. They were full, but late at night and with less than an hour's notice, they prepared a room they don't normally let out. Proper customer service at it's finest! Breakfast is pre-ordered, vegetarian only and served in your room. I did miss my bacon initially, but the breakfast was so delicious that I soon forgot about bacon. Compared to the usual awkward shuffle around a buffet that has been sitting out for ages, I really enjoyed how relaxed and civilised it was to have a freshly cooked breakfast at the table in the comfort of my room. I would not hesitate to recommend Norcroft for a personal, thoughtful and great value place to stay in the Penrith area. Thanks again Mark and Paula for putting up with me with such care!

I stayed at the Station Hotel after arriving in Penrith off a late-ish train. The customer service was great - a member of staff rang while I was on the train to explain how to enter after hours, and when I had trouble, another member of staff was at the end of the phone to help out. However, the single room I had at the back of the hotel was not clean - the bedding and shower had been freshened up, but the secondary glazing had fallen down, there was mold on the curtains, grit and crumbs on the carpet and chest of drawers, and stale milk and spilled coffee grains on the shelf with a dirty mug. The extractor fan from the kitchens below was also so loud all night that it was hard to sleep even with earplugs. For the same price as a Travelodge and more than a room at the YHA, I would definitely recommend staying elsewhere.

Spa was like Saturday afternoon at a local swimming baths, zero relaxation. The hotel staff were robotic and seemed to be more interested in their mobile phone rather than serve customers. The only high was the restaurant FYR which was very good in both service and food quality. Would not recommend the hotel and definitely not the SPA! Ironically that’s what the hotel is advertised for. So do yourself a favour and steer clear unless you want a lovely evening meal.