The Cross Keys

Having arrived at the hotel we checked in and were asked to pay the full amount for our stay. We were shown to our rooms and it was noticeable how cold it was throughout the hotel. We were told that the boiler had "just" broken down but there was a small convector heater in each room. We visited the restaurant area which again had no method of heating. The food was well presented although the waiting time was a little excessive. We were advised that the main entrance would be closed after 10pm and that entry could be gained via the rear fire escape. We returned to the hotel shortly prior to 10pm to discover the main entrance was locked. We located the rear wrought-iron fire escape although this was in total darkness and unlit. Fortunately we could use our mobile telephone torch light to locate the entrance key pad and gain entry. In our opinion this was/is extremely dangerous and a serious risk to the patrons. We shall not be returning to the Cross Keys Hotel again until the major maintenance problems have been resolved and rectified

In the restaurant- Cups of tea are terrible. I sent it back it was like dishwater. No apology for that. Food is good, but customer service really falls short. One of the waiter’s spilt hot water on my friend and just smiled with an ‘oops sorry’ type phrase. No napkins, had to ask. No one checked how our meal was. Really need to improve

Appalling service, over an hour wait for food, only two of us, so not a big party. A party of 4 came in after us but got served first. Avoid if you want a quick meal. Food relatively expensive, as were the drinks. If I could give a zero, I would. Definitely do not recommend.

Lovely spot in the centre of the old town. Great room with en suite with a shower, comfortable bed, and tea/coffee-making facilities. The restaurant provides various quality meals from Breakfast to Lunch to Dinner. The staff are most helpful. We will book again! It is reasonably priced.

20 unanswered phone calls and 3 unanswered emails before my stay to sort out appropriate rooms. Unbelievably noisy superior room next to high street traffic. Moved to another noisy ( but not so noisy) and hot room. Had to request refund myself as it was not automatically forthcoming. A further 6 unanswered phone calls to do so and several emails. 10 days later sorted out by Wendy. Inadequate management

Took a while to get seated even though it was empty and waitresses clearly saw us but continued to keep talking. Took a long time to get food ordered and served. Overall service was poor and took a lot longer than needed. Asked for bill half way through and still had to go up and get it

So noisy in the front expensive room so we had to switch to a smaller room which was less noisy but smelt of sewage. The manager was not available when we tried to book or when we needed to discuss changing our bill due to the downgrading of the room. Very hostile behaviour from the manager when we tried to discuss. During breakfast the manager was on a loud teams call which other guests asked about and so there was little attention to getting our orders. The other staff members were really fun and kind. The building is beautiful and the town is charming.

Myself and my family came to The Cross Keys Hotel for my birthday meal. Our food had been pre-ordered 2 weeks in advance. When we arrived on the day we waited for over 1 hour for our food, to then find that our food orders were not even correct. Also, the roast chicken was not cooked properly and one of my family members' lunch was brought out to us 25-30 minutes later than the rest. The service we recieved from the waitress/waiters however was brilliant. Upon speaking to members of my family, we found that manager on duty had been very rude towards some of them. We will not be returning.

Did not have the best experience with the service received at The Cross Keys. The roast chicken I ordered was barely cooked. The woman serving behind the bar I assume is a manager told me “Take a seat. We have things to do” while she completed duties on the till and I was patiently waiting to be served. Could not fault the service from the waiters and waitress, all were brilliant.