Country House Hotels Customer Charter - The Pilgrim Hotel Staff

Customer Charter

Here at the Pilgrim Hotel, our aims are to provide you with the best possible experience during your stay and live up to the highest possible standard of customer service.  The Pilgrim Customer Charter forms a vital part of your stay with us as it explains our commitment to you and how you can get in touch with us.

Mission Statement

To promote a friendly home from home environment which far exceeds guest expectations. To encourage all employees to reach their full potential through training and motivation.

Vision Statement

To become Herefordshire’s premier Country House Hotel which provides a superior service and gives outstanding value for money.

Frequently Asked Questions

When can I check in and out?

Rooms are available from approximately 2pm, although sometimes can be available earlier by appointment.  Check out of the room is by 11am, although you are welcome to use the hotel facilities until 11pm.

Car Parking

Free car parking is available in front of the hotel.  There is a designated place for disabled parking but more can be made available if necessary.  For ladies arriving at the hotel alone, it is possible to be accompanied from the car park into the hotel by prior arrangement.

Can I make special requests?

Here at the Pilgrim, we will endeavour to meet any individual requests where possible.  If you have any special dietary requirements, we will do our best to make appropriate changes to our menu.  Our Head Chef is always happy to discuss menus tailored to suit your specific needs.

What if I have special needs?

We are committed to providing maximum accessibility for all our guests.  We currently have ramped access into the hotel and conservatory, ground floor accommodation, an ensuite ‘wet room’ suitable for wheelchairs, large print guest information and menus, we accept service dogs and a lot of our staff have ‘Welcome All’ training.

Do I need to buy holiday insurance?

We recommend that all of our guests obtain their own holiday insurance.  Details of our cancellation policy are written on your confirmation of booking.

How can we make a complaint or a commendation?

Complaints can be made in a variety of ways.  You can speak to a duty manager, who will immediately try to resolve any issues you have, you can fill out a guest comment form , which you will find in your room or you can contact the General Manager by letter to Ms Tracey Beck, by telephone on 01981 540742 or by direct email on  traceybeck@pilgrimhotel.co.uk.  Similarly, commendations can be given through the same mediums.

Data Protection

We would like to keep you informed about promotional events, products & services we offer by email, post or telephone.  Please notify us if you do not wish to receive this information.  We DO NOT share any customer information with third parties.

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