Hotel di Cassop-cum-Quarrington

I arrived at the hotel at circa 17:30, the receptionist was a lady called Sharon, who told me that she had been trying to contact me all day, to inform me that my online card payment had been declined and that I would have to pay with cash. I knew that this was incorrect, as I had the credit card confirmation that the payment had gone through in the app on my mobile phone. I showed her this and she said that they didn't have anything from Trip.com on their system. Therefore, there was no evidence that I had actually paid on their system, even though I had the credit card confirmation. So, I had to give her my credit card details as a guarantee until she had sorted the booking out. Sharon then gave me a guest information form to fill out, I noticed that there was already about 50% of the form filled in with my name (Richard Brown) but a completely random home address and email address plus phone number. I told Sharon that this wasn't my information, so she took the form off me and told me that the room was booked for someone else of the same name. The hotel was fully booked that night, so she was worried that I might not have anywhere to stay. After phoning some of her line managers, she was able to let me use a room that had been taken out of service, due to a blocked toilet. It was far from ideal, but I was grateful for the chance to take a shower and unwind after a long drive (192 miles) Around 19:30 I went out for dinner with my son and whilst out, Sharon phoned me to tell me that she had been calling all late arrivals to see if anyone might cancel, so I could use their room. However, the gent with the same name as me, called to say that he had never intended a 2nd night therefore, had only paid the one night. which meant that I could have that room after all. On returning to the hotel, I was given the keys to room 17 and transferred all of my belongings into that room. Then I was notified by my mobile phone app, that another payment for the room had just gone through, meaning that I had been charged twice. This time it was direct to Days inn Durham. Sharon has assured me that they have instructed a refund of the 2nd payment, although it hasn't arrived yet (Friday 8th July) So, in truth, I was impressed by Sharon and her commitment to making sure that I had somewhere to stay that night, but I'm not impressed at all with trip.com who somehow. didn't get my booking in place with Days inn despite taking payment for it. I won't recommend Trip .com and won't use them again. A complete farce from start to finish. I'm just glad that this experience didn't ruin my time in Durham, for my son's graduation ceremony.

Stayed overnight, room top floor really not suitable if you have a mobility problem, table booked for 7pm went to bar area to have a drink beforehand, no seats so we asked where to go a member of staff showed us where to go. We sat down when another staff member said we had to move couldn’t sit there ? We explained we had been shown these seats to sit on . Anyway we ordered two Irish coffees. They took an age to come and then they were just tepid certainly not a nice hot Irish coffee , we alerted a waiter who said sorry I’ll get another well that didn’t happen. Food came and was. Lovely. An altercation broke out where the manager was called ,whom in my opinion made matters worse during which she used bad language within her altercation with guests think she was Lisa. . Our twin room was small but adequate spotlessly clean and the comfiest of beds a good nights sleep was had . Would I recommend. All I will say it was ok for a night , will I return I very much doubt it I’ll stick to either Ramside or Redworth hall . At check out we did mention our complaints to reception he was very apologetic . Sorry Bowburn Hall .

Excellent stay, room,, restaurants,, staff friendly help full, the spa very enjoyable. One big draw back you only get one hour on your arrival day. I've never had that in any hotel it should be at least two hours. On checking out morning you have till 11am. In all a very pleasant stay 😊

the service was great and it was clean, and very much nearer from the station

Great location as easy access just off A1. Pleasant staff. Lovely breakfast cooked to order. Dog friendly hotel.

The Queens Head is a lovely little BnB/Pub my partner and I both slept incredibly well, the room was spotless and the facilities were well maintained. The pub it’s self was lively with a friendly atmosphere, incredibly attentive staff and the breakfast was to die for. I could not recommend the eggs Benedict more. I would 100% stay here again and recommend it to my friends.

More like a club 18-30 experience. The hotel was fantastic, food excellent and staff went way, way beyond. However, the main function of a hotel is to have somewhere to sleep. The hotel had two weddings on the night of my stay and between 12:45 and 14:30 I was unable to sleep for the screaming, laughing, partying that was going on throughout the corridors. I never heard any staff trying to resolve the situation, just plenty of noise. I had to pay £20 surcharge for my dogs to stay and they were not allowed In the restaurant - which is very reasonable, but have to say that they were better behaved that the other animals who were not required to pay any surcharge or not required to follow any basic behavioural rules. On checkout, I was not even asked if I had a pleasant stay. I assume the staff did not want confirmation of their mismanagement. If this is the sort of establishment used but Trip.com, then I can only say first impressions go a long way and I will stick to other hotel brokers in future.

This hotel is rather like an oasis in the bleak desert of Hartlepool. It is situated as the title of the hotel suggests, in a large grand old building. It is undergoing a great deal of restoration and some of the features were outstanding such as the wonderful painted fresco on the brick wall of the dining room. Truly awesome. We had a large room which was nicely re vamped but was unfortunately let down by the en-suite which needs attention. The bar area has been beautifully restored with frescos depicting local scenes and the price of the drinks was extremely reasonable. Bar staff were friendly but some of the clients were a little dubious including a young man who did not hesitate to tell us he’d just come out of another bar establishment (HMP). Nevertheless he was also friendly as were nearly all local people we met. Breakfast was included in our break and was very good served by a friendly local young lady. Overall a very nice hotel.

One of the friendliness hotel inns ever ! we stay often at this hotel as my husbands family live close by. The staff here can’t do enough for you and it’s nice to be recognised each visit gives it a personal touch nothing is to much trouble such a warm abs friendly atmosphere every time we go .Hotel is kept immaculate shops close by on site to a perfect location ! Food is always delicious Thanks again for a lovely stay xx

The drive up to the castle was was fantastic as the view of the castle looked stunning. The entrance to the court yard for parking was quaint and inviting. The look of the court yard looking at all the out buildings looked inviting and very well presented. The “stocks” make for great entertainment The entrance to the reception is like looking for the secret door but the plaque at the side with history information explains why and is interesting to read. Inside the reception is is quite dark but this for me added to the ambience of the place. The staff where welcoming, polite and explained the hotel set up. We stayed in one of the room in the courtyard which was beautiful. Very nicely decorated and good value for money. The room was cozy. We’d booked to have a meal in the Knights Restaurant and we had pre drinks in the bar first The walk to the restaurant through the corridor into the central courtyard was very different yet beautiful. It’s so old and it was nice to see it was decorated and kept within “keeping” The bar again was inviting and cosy and it was great to see that the drinks and wine list was very reasonably priced. So often places know you are a target audience and inflate the prices ridiculously however in our opinion the castle had not done this. There was a good choice of cocktails and the “smoked” cocktails added that something a little bit different and we didn’t mind paying a few pounds more for the “quirkiness”. Again the staff where very professional, friendly and well presented. The walk from the bar/lounge area to the Knights Restaurant was stunning through the corridors of the castle and past a lovely looking staircase and when we walked into the restaurant I was overwhelmed as it was stunning and not what I was expecting. The arched ceiling, the lighting, the privacy of how the tables where set out we felt was very nice. We thought it all created a romantic setting. It was very secluded but included. The menu choice was good and the food was beautiful. The service was great too and again the staff were very professional, polite and very well presented. The prices on the menu varied so I would say they’d catered fo most people’s budget and it was your own choice on how much you spend Our nights sleep was comfortable and the walk back from the restaurant to the courtyard was well lit but again in keeping with been in a castle environment. Great use of mood lighting. My husband even went into the stocks on the was home (🤣) Breakfast the next morning again did not disappoint. The selection was fantastic and plenty of food to choice from Overall we can can not fault our experience. It was a lively venue with great facilities and very well presented. The staff where Courteous, polite, friendly and very well presented. I would recommend this as a place to go and stay. We must go back so we can stay in one of the castle rooms as I am sure they would be as good and maybe even more “quirkier” than the courtyard rooms which were very nice.