Superb country house hotel? Hmmm. Not really. It's a gamble - and if things go wrong - it's a nigh**are. Shouldn't a self-proclaimed top luxury hotel be a guaranteed joy? LAST autumn, after a bad experience at the Ox Pasture Hall Hotel, I was invited to come back in the spring for a night, at the hotel's expense. Spring is here – and so, before booking, I asked if the offer will be honoured – and I’ve asked, and I’ve asked – but I get no reply. I email and leave phone messages for the manager, but get no response. There is something wrong in the fundamental ethos of customer care which should worry any potential guest who, let's face it, knows there may be a problem that needs fixing. It MAY also explain a rather high turnover of managers (and perhaps reflects on the owner?) Here is MY story. Following my BAD experience last year, the then-manager, Simon, acknowledged that the hotel had gone through a difficult patch and had much work to do, and wrote: "With that in mind, I would like you to give me the opportunity to get the venue back on track and I would love you to return for a complimentary visit next year. If you would like to take me up on this offer, please feel free to contact me directly on this email address and I will personally ensure this gets booked in for you. Kindest Regards Simon" I responded IMMEDIATELY, thanking Simon and saying I would be delighted to accept the offer as I had been hoping to become a regular guest. 9 months and one (two? three?) managers later, and I wanted to check the offer would be honoured before I booked. I have been trying to communicate with the current manager Lynsey - who simply refuses to respond. So, I can only assume that the offer has been withdrawn - but without even offering any explanation. WHAT IS GOING ON? What kind of hotel ignores any customer, let alone one who, despite a very bad experience, is still keen to become a regular client? Or is the hotel even more chaotic than last year, and to be avoided at all costs? I think the sad truth is that Ox Pasture Hall Hotel, which should be such a treasured gem, remains a big gamble for potential guests. You might get excellent service or terrible service; your complaints might be addressed or not; your room might have clean and functioning fittings or it may not. And if you DO have any problems, you may get help from the manager or, as in my case it seems, you may simply be ignored beyond the point of rudeness. There are many superb hotels around Yorkshire who put customer care above everything else. This is not one of them - so choose another one.