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“Wedding: bad service, unfriendly rules - it's the owners not the staff” 1 of 5 stars
Review of Old Thorns Manor Hotel & Golf Course

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Old Thorns Manor Hotel & Golf Course
4.0 of 5 Hotel   |   Griggs Green, Liphook GU30 7PE , England   |  
Hotel amenities
Ranked #2 of 3 Hotels in Liphook
Home Counties
Contributor
11 reviews 11 reviews
9 hotel reviews
Reviews in 9 cities Reviews in 9 cities
15 helpful votes 15 helpful votes
“Wedding: bad service, unfriendly rules - it's the owners not the staff”
1 of 5 stars Reviewed August 4, 2010

The Old Thorns is owned by a couple of guys who are clearly investing heavily in their hotel.

http://www.warksgolf.co.uk/article/rw/id/1764/More-than-just-a-club.html

I have no complaints about the refurb - all hotels struggle with managing contractor time on site, and it appears that they are currently reducing the rack rate by 10- 15% while the work is going on. But they may be riding out the storm of complaints until the paint is dry, imagining that it will stop when the refurb is complete.

Groups of golfers may have a better overall experience if the owners are focussed on the golf rather than designing and overseeing the best experience for hotel-only guests.

We and around 30 friends booked accommodation here for our wedding night and though we didn't experience the worst of the staff attitude seen in other reviews - the service was still exceptionally bad compared to other similarly priced hotels.

Though my fiancé had been assured that we would get a particular room the one we'd booked - when we came to check in, it had been given to someone else. Getting served at the bar was a near impossible task with certain staff telling us they couldn’t serve us as they were only able to serve in a certain bar, long waits; and our guests each had stories of rude / uncommunicative management, room service unavailable, and not getting the twin or double room they had booked.

We felt sorry for the staff though - the owners have instigated a series of baffling rules and procedures: published rules aimed at squeezing as much from guests as possible such as £5 for replenishment of tea and coffee and a £500 fine for consuming your own drink on site (in 20 years of travelling the world I've not come across that one before - who carries booze into a hotel? And if they do, does it really matter?). Behind the scenes there appear to be Fawlty-esque customer management procedures that the staff have to stick to, that clearly disappoint and dismay guests when things go wrong.

The great establishments you'll read in Tripadvisor are great because it comes from the very top. This could be a brilliant place, but the refurbishment won't make it so. The owners need to get rid of the baffling rules, treat their customers like they would their friends, train thier management and staff and empower them to make decisions on the spot to please and delight their customers.

  • Stayed June 2010, traveled as a couple
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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664 reviews from our community

Traveler rating
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (151)
Date | Rating
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  • English first
  • German first
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English first
Bracknell, United Kingdom
Senior Reviewer
7 reviews 7 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
2 of 5 stars Reviewed August 3, 2010

Problems booking the hotel offers advertised on-line.
Dinner booked for 9pm, Staff rushed us as restaurant was closing at 9-30...

Golf course was beautiful and pro shop staff could not help enough!! The hotel was clean and rooms spacious. Disappointing the staff and welcome did not match.

Will not be back...

  • Stayed August 2010, traveled as a couple
    • 2 of 5 stars Value
    • 2 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
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Travelers are raving about these Liphook hotels

middlewich
Reviewer
4 reviews 4 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed August 3, 2010

reception staff - rude, unhelpful
room, lovely- but the heat on the 3rd floor was absolutley horrendous through the night, the poor excuse for a fan was abismal, needs aircon putting int the rooms
the breakfast - at 8-10am was absolutley disgusting, cold bacon & undercooked, eggs like cardboard, and not much choice at all
one of the worst hotels we have ever stayed in, and we,ve stayed in quite a few all over the country

  • Stayed July 2010, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Runcorn
Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
3 of 5 stars Reviewed August 3, 2010

Having read the reviews on here, I was slightly concerned when it had been booked. However only needing it for somewhere to rest our heads for one night we stuck with it.

We expected the building works...we only knew about them through here as they are not mentioned on any literature / confirmation booking forms...and there are lots of them going on.

Reception - looks the part...if only this flowed through to the rest of the hotel. Unfortunately they failed to mention that the way to our room would be blocked by an engineer pulling up the carpet to have a look at a leak! A simple warning would have been good. The room itself was perfectly adequate in size, but was ridiculously hot...bordering on uncomfortable. No air con, just a desk based air circulation system.

This hotel needs to focus on the simple things. Replace bulbs that aren't working, repair / replace chairs that have holes in them, get appliances up-to-date with testing, replace wallpaper that is peeling off the walls.

Don't get me wrong, it's not the worst place in the world and no doubt this could be really good given time, however for the moment, I agree it's a budget hotel for those needing a place to put their head for the night or for a golfing break where you really aren't fussed.

  • Stayed July 2010, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
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London, United Kingdom
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
2 of 5 stars Reviewed August 1, 2010

We stayed in this hotel one night for a wedding reception. On arriving to what looked like on the website a stunning hotel, we were very much disappointed. The hotel is undergoing some major works, so is like a building site. We received a confirmation email stating a superior double room. On arrival, we were sent to the wrong building, then we had to find someone, who understood and spoke English to tell us where to go. On entering our room, again we were greatly disappointed. The room was very basic, no different to what you would get at a Premiere inn! Except, in this hotel, should you run out of tea or coffee, a notice in the room says you can have more for £5.00. The bedspread had a large burn hole in it and the curtain pole was coming off from the wall. On stating this information to the reception, we were told they were very busy and all rooms were the same. Clearly they are not and I wouldn't go back nor recommend this hotel to anyone.

  • Stayed July 2010
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
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London, United Kingdom
Reviewer
3 reviews 3 reviews
3 hotel reviews
5 of 5 stars Reviewed July 15, 2010

We've always had such wonderful service from the staff here. I cannot believe the negative reports I have read. The staff have gone out of their way to help us and have been nothing but friendly and polite - for example we asked a nice young man who was carrying towels near the pool where something across the other side of the hotel was. He was obviously very busy but he instantly dropped what he was doing (i.e. the towels!) and walked across the hotel with us to the other side to personally help us find what we were after. The staff are very down to earth and chatty, which maybe is not what some 'particular' clients are after, but personally we enjoy that kind of interaction. Yes, there are some building works going in but this hotel is going to be fabulous once the work is completed. We often come here just to eat lunch because it has such a nice ambience about the place.

Stayed July 2010, traveled as a couple
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Hampshire
Contributor
12 reviews 12 reviews
3 hotel reviews
Reviews in 7 cities Reviews in 7 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed July 11, 2010

Just stayed at Old Thorns for a Luxury Romantic Escape - and it was absolutely brilliant. My husband and I thought that the accommodation, spa facilities and food were superb. Yes, there is building work going on - improving the hotel and its facilities immensely - but they do NOT detract from the overall quality at all - we plan to return soon. Oh, and the staff were first rate - very helpful at all times, and most informative about the alterations.

  • Stayed July 2010, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 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.
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Additional Information about Old Thorns Manor Hotel & Golf Course

Address: Griggs Green, Liphook GU30 7PE , England
Location: United Kingdom > England > Hampshire > Liphook
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 3 Hotels in Liphook
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Old Thorns Manor Hotel & Golf Course 4*
Number of rooms: 85
Official Description (provided by the hotel):
Located in 400 acres of Hampshire countryside the Old Thorns Manor Hotel in Hampshire is the ideal place to explore the region. With our Peter Alliss designed golf course golfers and non golfers alike enjoy the rolling green landscape along with state of the art facilities. ... more   less 
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Also Known As:
Old Thorns Manor Hotel And Golf Course
Old Thorns Hotel Course
Old Thorns Manor Hotel & Golf Course Liphook, Hampshire

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