We stayed for 2 nights in July and whilst it is a very beautiful setting and lovely village the service does leave a lot to be desired ! We arrived around lunctime and the room we had originally been allocated was not ready so we were given an alternative one. We had a drink in the bar and did not see another guest. It was the Sunday of the Wimbledon final and the Grand Prix but because the hotel did not have a TV in the bar we went to our room to watch the F1. The room itself was big and light and airy but tired in general, especially the bathroom which was in the room and not seperate (althought there was a seperate toilet room). The bed was very comfy with nice feather pillows and quilt but the air conditioning didn't work.
We decided to go in search of a local pub/resturant to eat as the Sanctum restaurant was a bit atmosphere less with no-one in. On our return we used the beautiful heated pool and the hot tub which was a lovely end to a lovely day so far. The following morning we went for breakfast fairly early as we were due on an event around 11.30am. I agree with a previous reviewer that the cold buffet table was a bit laughable as it was extremely small and didn't have an awful lot of choice. we eventually got the attention of one of the very few staff and got tea and ordered our cooked food. There was nothing wrong with it but it was all just a bit lax in service and not very warm.
We left for the day in a taxi which reception organised for us but received a call 1/2 hour later from the hotel. It was the guy who had booked us in and checked us in and he informed us that was a problem with the room we had been allocated and it should have been reserved for someone else who always stays in this room. We were slightly taken a back but said that we were just about to start our event so now was a good time to discuss it however we would not be back til the hotel until 12 midnight and could we try to sort it out then. The guy agreed and said he would wait for us.
On arrival back to the hotel that evening we went to reception to try and get this resolved and was told that the guy who had been dealing with it had gone home and made a mistake on the booking, they were very sorry but they had moved us already to another room !
I was none too happy about this as I did not feel it was right to move all our personal things (not least my underwear!) when we weren't even there and had already spent a night in the room and got settled - to be moved to another room after midnight! The young man who was on reception was very apologetic and as it was late I felt it was better to deal with it in the morning but he assured us everything had been moved from our previous room.
Although the room was smaller than our first one it was actually a nicer room - not as tired and had a lovely new seperate bathroom. The following morning we were checking out and started to gather our things together and get ready - that's when we realised that all our clothes were wet !!!! Our wet swimming things which I had washed out that morning and hung over the shower curtain, had been placed on top of our clothes in our cases (obviously in the rush to move us) and had been soaking through our clothes all night - lovely !!
We decided to have some breakfast before dealing with this issue and try to get some perspective and calm down a bit. There was no-one in the restaurant and there was even less on the cold buffet table as most of it had been eaten and not replenished. It took around 10 minutes to find someone to come and take our order and when they did the girl seemed as though she had no idea where anything was or what to do at breakfast. We finally got some cereal and then our hot food arrived but the plates had not been cleared from the cereal. The girl just stood there looking at us with the plates in her hand - she really did not know what to do. I didn't know whether to feel sorry for her or just plain exasperated.
After breakfast we packed our wet things and went to check out - we were greeted by a very smiley girl who almost sang at us 'have you had a nice stay' although I felt that she knew that we weren't happy and was hoping we wouldn't complain. We explained about the room change and the wet clothes (we didn't have the heart to complain about the service and the lukewarm food) and she immediately said she understood and would ring HO, who then offered to take the cost of one night (£150) from our bill as a goodwill gesture.
We felt this was acceptable and left to travel back to Yorkshire. The setting, location, pool, hot tub and the decor of the hotel all say luxurious but if the service and the food is not very good to back this up it all feels a bit shallow. I wish them luck and hope they can sort out these problems as I am sure it will be a lovely boutique hotel if they can.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Fahye, I cannot apologise enough for the circumstances you had during your stay. There appears to have been a catalogue of errors, miscommunication and poor choices made during your stay. I have looked into what occurred during your visit and can report that we have changed our standard operating procedures and retrained all our front of house staff accordingly.
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Our Breakfast format has also changed and is now fully seated with staff serving you throughout. This prevents the 'smaller' buffet being offered when we have fewer guests in-house. A full selection of cereals, yoghurts, fresh baked pastries and of course the ubiquitous full English are now fully served at your table, regardless of what time you sit down.
I thank you for bringing these matters and issues to my attention and would like to invite you back in the future to see the improvements to both service, standards and breakfast.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.