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“Could do better” 3 of 5 stars
Review of Oakwood House Hotel

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Oakwood House Hotel
4.0 of 5 Hotel   |   Oakwood Park, Maidstone ME16 8AE, England   |  
Hotel amenities
Ranked #12 of 15 Hotels in Maidstone
Sittingbourne, United Kingdom
Contributor
12 reviews 12 reviews
6 hotel reviews
Reviews in 8 cities Reviews in 8 cities
8 helpful votes 8 helpful votes
“Could do better”
3 of 5 stars Reviewed June 1, 2014

We have just come back after booking this place for a family wedding. We had a superior room, which was very small and basic, furniture looked old and worn, could do with a revamp. They also made various mess ups with the bookings of some of the rooms. The standard of cleaning could also be improved in the rooms. The breakfast I have to say was good, except one of our guests had a hash brown that was still frozen! Food at the wedding was ok, but unfortunately a bit cold, think they needed to organise their staff a bit better to have served it out quicker. And two desserts had to be sent back as they had flies in them! Other than that it was ok. Think the place needs a bit of staff training and perhaps a bit more care and attention to detail. Also very expensive for what you get!

  • Stayed May 2014, traveled with family
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul E, General Manager at Oakwood House Hotel, responded to this review, June 5, 2014
Dear Gill G
Thank you for taking the time to review Oakwood House following your recent stay and attendance at the wedding reception.
I was disappointed to read your comments regarding certain aspects of your stay and wedding. Please accept my apologies for the shortcomings you have described. You are completely right that by modern standards our bedrooms are not the biggest however we pride ourselves on keeping them to a high standard of both maintenance and cleanliness. Your review at times seems to comment in the 3rd person so I am not sure how much of the review is a true reflection of your stay? Having been present at the hotel on the day of the wedding reception please rest assured that all of the food which left the kitchen was piping hot. I am unsure why no comments were made to my event managers if food was found to be cold? We would have happily replaced these meals. With regards to the desserts two were returned with small green files on the plate from the same table. These were changed with out hesitation, but were not in the dessert as suggested. It was also a hot day and the doors in the main function suite were all open next to this table. Your comments around slow service were also a concern as the wedding was served from starter to coffee in one hour 30 minutes for 90 guests.
Once again please accept my apologies.
Kind regards
Paul
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153 reviews from our community

Traveler rating
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Rating summary
  • Location
    3.5 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (32)
Date | Rating
  • Dutch first
  • English first
  • German first
  • Any
English first
Billericay, United Kingdom
1 review
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed May 27, 2014

After arriving at this hotel we checked in and made our way to the room we were allocated. We noticed that the shower tray was full of dirty towels and that the room hadn’t been cleaned properly. We used the telephone to phone down to reception and after no-one had answered after about 10 minutes we decided to go back down to reception to complain. The receptionist was very apologetic and informed us this had never happened before and that she would have a word with housekeeping as it had been signed off as being cleaned. After five minutes or so on the computer she found us an alternative room and apologised once again. We went back up and moved our belongings from Room 31 to Room 34. On entering this room we were totally lost for words and couldn’t believe what we were seeing. This room also had a shower tray full of dirty towels, the basin was full to the brim with filthy scummy water and a small bar of scummy soap was on the side. The toilet had been urinated in, left unflushed, the toilet lid and seat had been left up and there was urine on the pan rim. We went back into the bedroom and although the bed looked as though it had been made there was a massive stain on the cover. We phoned down to reception again and this time there was an answer. We explained our dissatisfaction and asked if someone could come up and see for themselves. The reception explained that she would have to find someone to cover her first but as soon as she could she would come up. To be honest we couldn’t understand why there wasn’t a manager or deputy manager on duty who she could contact to sort the problem out. After waiting at least 20 minutes we had had enough and decided just to go down and get a refund and leave. When we got back down to reception the receptionist said she was just about to call us. We told her we didn’t want to be moved again and that we were leaving and wanted a refund. This was done again with an apology from the receptionist who went on to say that this had never happened before while she had been working there but then said “in the year or so I have been working here this has only ever happened once before”. I believe this should never happen at all, we paid good money for the room which we work hard for and it spoilt a weekend break which we had been looking forward to as my partner has been unwell for nearly two years and this was our first stay away from home. There is not much else to say on this matter other than we will not be returning.

Stayed May 2014, traveled as a couple
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cheshire, United Kingdom
Senior Contributor
37 reviews 37 reviews
13 hotel reviews
Reviews in 21 cities Reviews in 21 cities
13 helpful votes 13 helpful votes
4 of 5 stars Reviewed May 9, 2014 via mobile

Stayed here for 2 nights just 3 weeks ago. Nice location in a leafy area. Great room. I paid just £55 per night including a very generous breakfast. Nice stylish bar area with a limited hot meal selection.

Stayed April 2014, traveled on business
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul E, General Manager at Oakwood House Hotel, responded to this review, May 10, 2014
Dear Bluden
Thank you for your review of Oakwood House. I was delighted to read you enjoyed your stay with us and look forward to welcoming you back in the future.
Kind regards
Paul
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Harleston, United Kingdom
Contributor
14 reviews 14 reviews
5 hotel reviews
Reviews in 11 cities Reviews in 11 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed April 30, 2014

Had been searching for accommodation in the Maidstone area as my partner and I had tickets for a recording of Later...with Jools Holland at the Maidstone Studios.The usual suspects turned up on the search, Travelodge, Premier Inn, Comfort Inn etc. Imagine my surprise when I clicked on a link in the sidebar of the Google search and Oakwood House Hotel appeared? It was £10 a night cheaper than all the others and include breakfast. I duly booked it. When we arrived things just got better. A lovely Victorian manor house set in lovely grounds, friendly staff, very well appointed room with ensuite facilities. A large super king sized bed, really clean, tea and coffee facilities in the room together with a good sized TV with built in DVD player. When we returned to the hotel after the show, the bar was just closing at 11pm however the really nice guy who was clearing up made us a much needed cappuccino with no grumbling! The full breakfast service in the morning was excellent also. We will stick with hunting out the good independent hotels in future for trips around the country. The value for money and service can't be beaten.

Room Tip: They all seem good to us
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  • Stayed April 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul E, General Manager at Oakwood House Hotel, responded to this review, May 2, 2014
Dear Steve W
Thank you for taking the time to review Oakwood House following your recent stay. I was delighted to read your feedback and that you enjoyed your stay with us. I will ensure that your review is communicated to the team here as it is comments such as yours which are motivating for the team and show their efforts have been appreciated. We look forward to welcoming you back soon.
Kind regards
Paul
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Canterbury, England, United Kingdom
Reviewer
5 reviews 5 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed April 14, 2014

Visited oakwood house this weekend just been as we were going out for a friends birthday! On arrival we were greeted by a friendly receptionist who gave us all the necessary information. The room was pretty small so for a female it was quite difficult to get ready for a night out however it was nice for one night. We had dinner at the hotel and the food was LOVELY and very well priced. I had the steak and chips and it was divine and my partner had the lamb shank and was similarly happy with the food.
We asked the receptionist to arrange a taxi and she did with great manners and the taxi was waiting outside when we were ready. When we got back to the hotel at about 3am, a porter let us in and was well mannered.
The sleep was nice and quiet and the bed was big.
Breakfast was also very tasty, but would have been nice to have the bar manned a bit more in the morning. We had to ask reception for someone could come to the bar to get us some mineral water and ice.
If we are going out in maidstone again we would definitely stay at this hotel.

  • Stayed April 2014, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul E, General Manager at Oakwood House Hotel, responded to this review, April 22, 2014
Dear Charley M
Thank you for taking the time to review Oakwood House following your recent stay. I was delighted to read you enjoyed your stay with us and will ensure your comments are fed back to the team. We look forward to welcoming you back soon.
Kind regards
Paul
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed April 7, 2014

Stayed overnight for our Wedding Anniversary on Saturday 5th April. A very nice hotel but for a 4 star we were disappointed with the menu and was taken aback when I asked for a Calypso Coffee and the barman said he'd never heard of that.
We had a standard double room and again was surprised when we discovered we had 2 single beds pushed together. Check-In should of been 3.00 but when we arrived at 3.30 Reception didn't know if our room was ready and phoned Housekeeping. We were told "yes I think it's ready" and were given directions to it. When we got to our room, Housekeeping were still there and we were told "we're just trying to sort the bed out." ???

Just think for a 4 star hotel it could have been more organised and I still can't get over the barman not having a clue about a Calypso Coffee.

Stayed April 2014, traveled as a couple
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul E, General Manager at Oakwood House Hotel, responded to this review, April 9, 2014
Dear hatwire
Thank you for taking the time to review Oakwood House following your recent stay.
I was disappointed to read your comments as the levels of service which you received to not reflect where we aspire.
I will be following up your comments with the appropriate members of the team to ensure the incidents you experienced do not happen again.
If you would like to contact me at the hotel I would be happy to discuss this further with you.
Kind regards
Paul
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Stoke-on-Trent, United Kingdom
Contributor
11 reviews 11 reviews
6 hotel reviews
Reviews in 8 cities Reviews in 8 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed April 7, 2014

Stayed one night. Good value for money. Hotel is hard to find as its in the middle of a school complex. Surrounding area is a little to be desired.
Great breakfast. Wifi hardly worked in the room and was frustratingly slow.

  • Stayed April 2014
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paul E, General Manager at Oakwood House Hotel, responded to this review, April 9, 2014
Dear SottyUK
Thank you for taking the time to review Oakwood House following your recent stay.
I was delighted to read you enjoyed your stay with us and I will ensure we review all of our WiFi access points within the bedrooms to ensure all full signal is available.
Kind regards
Paul
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Oakwood House Hotel

Address: Oakwood Park, Maidstone ME16 8AE, England
Location: United Kingdom > England > Kent > Maidstone
Amenities:
Bar / Lounge Business Center with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Suites Wheelchair access
Hotel Style:
#4 Luxury Hotel in Maidstone
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Oakwood House Hotel 4*
Number of rooms: 40
Official Description (provided by the hotel):
Once at Oakwood House enjoy going back in time and experience the history and architecture of the house. Each of our 40 modern rooms have a private en-suite facility with a flat screen television and beverage making amenities, so your comfort and relaxation are guaranteed. ... more   less 
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Also Known As:
Oakwood House Hotel Maidstone, Kent

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