Innkeeper's Collection Beckenham

I have stayed in this Toby Carvery before. I like the complete package from great food, good quality bar, easy parking, nice relaxed decor and attitude. Then end the night by walking upstairs to bed. I find the rooms are super. Little to no road noise, and a good nights sleep. I stayed in a nearby Travelodge the night before. Whilst it appeared newer and more interesting, it certainly wasn't. Road noise was excessive, so poor sleep. And it was more expensive than the Toby Carvery. The Toby Carvery has improved over the years, and I love it. It's just right for me!

Despite requesting not to cancel Room 1 of 10....that 's exactly what the Central reservations did. We had 10 rooms and a changing schedule as to who would be staying and when. I called Central reservations and told them this they said the person who booked it could only make changes...that person left the County months ago so that was not possible. The woman was very unhelpful. I also asked on arrival at the Reception to also not cancel this room. So on Tuesday when we wanted to use the room...it had been used by Toby Carvery for other guests and the hotel was fully booked!!! We had paid for that room! I had also written by email to Central reservations requesting the same what else did you want me to do? Daylight robbery! The woman on Reception was busy on arrival but very unfriendly and kept me waiting for 7 8 mins before being seen...inbetween I was ignored. Costs nothing to say 'I am sorry I won 't keep you waiting too long ...some kind of acknowledgement would be basic customer service! At breakfast...there is no cereal, no yoghurt or fresh fruit....only unhealthy fried food available. The cups and glasses are not freely available you have to go to Reception to obtain one (to stop outsiders helping themselves?!! I think you need to review this...it 's ridiculous...find another way of protecting your hotel which does not inconvenience your guests by treating them like children) and again the service was unfriendly, usually includes a wait at the bar and no smile ever seen. No welcome at all! All of my team (15 of them) reported the same back to me. I reported this to the Manager who was the only one who actually listened to my comments and managed to smile albeit it seems she could do nothing about the above issues or get a refund for our room which we did not use because Toby had resold it!

Locatio fantastic relative to the location we were going to. Staff pleasant. Rooms quiet good for the cost, a bit of a maze .....breakfast poor for vegans, definitely room for more options here

The staff were fantastic and couldn’t do enough for you. The breakfast was great but could do with some fruit and a cold option, for example cereal and yogurt. How ever with all that said the beds were extremely hard and uncomfortable. This is something we don’t do well in the UK. Beds are the centre piece of your stay and if it isn’t comfortable then you are not going to get a top rating.

The staff were very lovely, they worked with a smile on their face which was refreshing. The room was clean, bedding towels, bathroom etc. The heater was easy to work and warmed up the room relatively quickly. The only thing missing was a hairdryer which was disappointing.