Ruthin Castle Hotel: most-reported complaints
Automated analysis of 60 public Trustpilot reviews published 2022-05-02 to 2026-09-15. TrustScore 2.8 from 60 total reviews — see the Trustpilot page. Quick answer: is Ruthin Castle Hotel legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that the hotel is not as described, accounting for 44% of the 41 complaints identified. Poor core service is the second most frequent issue, cited in 24% of complaints. Other concerns, such as food quality, make up 22% of the reports, while overcharging accounts for 20%. The trend for complaints regarding the hotel not matching its description is rising, while issues related to other factors are falling.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company has not claimed its Trustpilot profile. We last checked this profile on 2026-09-27 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: RUTHIN CASTLE HOTEL LTD (no. 09077120), active, incorporated 2014 (12.2 years); next accounts due 2026-09-30, last accounts filed 2025-12-29, 1 registered charge. 1 current officer (9 on record historically); 3 filings in the last 12 months (47 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
In the accounts to 2024-12-30, audited by Xeinadin Audit Limited, the auditor reported a material uncertainty about the company’s ability to continue as a going concern: “The director considers it appropriate to prepare the accounts on a going concern basis, however the above events and conditions indicate that a material uncertainty exists that may cast significant doubt on the company's ability to continue as a going concern.”. This is a disclosure auditing standards require when such an uncertainty exists. It is a statement about the accounts, not a prediction that the company will fail, and many companies trade on normally after one. Filed at Companies House; reproduced as filed.
Forum footprint: 4 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 30/06 WinA 2-night at Ruthin Castle Hotel North Wales and home entertaiment system”, “E: 02/06 Win A Weekend Stay At The Ruthin Castle Hotel”, “E: 13/11 Win An Overnight Stay At Ruthin Castle Hotel, Chester”.
Elsewhere: 4.1★ on Google (2,413 reviews) — a 1.3-star gap between its Trustpilot and Google scores.
TrustScore over time
2.9 → 2.8 across 3 census measurements since 2026-08-25. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-25 (0%, 0.0d) · 2026-09-12 (0%, 0.0d) · 2026-09-18 (0%, 0.0d).
Severity: 17% of this company’s 41 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 3.6 days between the experience and publishing their negative review (40 reviews record both dates).
What their policy promises
complaint process: enquiries and complaints
“Deal with enquiries and complaints made by or about you relating to our website or any other service provided to you by Ruthin Castle Hotel”
complaint process: within 30 days
“In the majority of cases, we will respond to your request within 30 days after receiving the necessary information required to deal with your request”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-24.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Sector benchmark: not as described makes up 44% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 18 of this company’s 60 Trustpilot reviews (30%) were written in the last 12 months.
What are the most common complaints about Ruthin Castle Hotel?
Not as described
18 reports · 44% of complaintsrising since 2025-08“AND we (and 3 other guests) were all over charged on the evening meals.”
1 reader marked this review helpful on Trustpilot.
“Advertised as 4 star. Place was filthy.”
1 reader marked this review helpful on Trustpilot.
“nowhere near what's advertised. Very Overpriced”
Poor core service
10 reports · 24% of complaintssteady“They have not had the decency to respond..”
1 reader marked this review helpful on Trustpilot.
“I have written several emails about this and all have been ignored, can't get through on the phone.”
“we discovered white stains on the curtains and black stains on the backboard of the bed, a rotten hole in the window frame”
Other
9 reports · 22% of complaintsfalling“A shortbread biscuit and lemon posset that was nice and 2 small pieces of chocholate brownie which was inedible”
1 reader marked this review helpful on Trustpilot.
“The hotel and grounds are shabby and lack maintenance.”
“To add further insult a £6 service charge was added, even though the bill had been paid in advance”
Overcharging
8 reports · 20% of complaintsrising since 2025-08“AND we (and 3 other guests) were all over charged on the evening meals.”
1 reader marked this review helpful on Trustpilot.
“nowhere near what's advertised. Very Overpriced”
“He confirmed that it was £9 for a single gin, therefore 4 gins had cost £36.”
Faulty product
6 reports · 15% of complaintsfalling“This place is absolutely disgusting!!”
“Still not received my refund.”
“The rooms are filthy, from blood on the sheets, ripped bedding, carpets that haven't been cleaned in literally years.”
Support unreachable
5 reports · 12% of complaintsfalling“They have not had the decency to respond..”
1 reader marked this review helpful on Trustpilot.
“I have written several emails about this and all have been ignored, can't get through on the phone.”
“getting any help is impossible.”
Compare Ruthin Castle Hotel with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-18.