Sadly this is one of those hotels that doesn't live up to the promise. The spa is open if they feel like it, they don't take any notice of what is said at the time of booking (such as being told we didn't know what time we'd arrive after our first day on the coast to coast bike ride, so the chef had to be persuaded to stay to cook us something otherwise we'd not have been able to eat), and the room was dated and in need of some tlc. The shower was a cheap Triton that trickled luke warm water. Overall, felt like the staff didn't want us there at all, which is such a shame as it's place that could so easily be a lovely hotel.
Rooms above the bar are very noisy from the bar.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review, I am responding to this review and indeed the one below (katem1303) together as it was very kind of two people from the same party to BOTH go on Trip Advisor about the same issues!! It is a shame that you both chose to go directly to trip advisor without discussing any issues with us first. This always makes us question reviewers motivations i.e malicious rather than constructive. We pride ourselves on our standards here at Harefield Hall as the majority of our reviews demonstrate. Constructive criticism is welcomed by us and we are more than happy to 'hold our hands up' if we have made a mistake and rectify it (if at least given the chance). However we will NOT 'bow down' to unfair criticisms, knit picking and indeed untrue criticisms.
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Even though we have been labelled as a Hotel on Trip Advisor we are not, This is Harefield Hall which is Guest Accommodation with a Bar and Restaurant. We do not have Bell Boys, Concierges, Room Service, 24hr Reception, Lifts, Room Service, Night Porters, Newspapers, 24hr Spa Facilities, Chef on Standby until Midnight, or even Welcoming Committees!!. Nor should you expect these services at the budget price you paid for your stay!! However I will answer the points that you raise.
On arrival I am assured that you were asked if you would like help with your bags, this is standard practice here, even-though as said we are not a Hotel. The staff are always welcoming, I know this because I work with them 'Every Day'.
You were made aware when you booked that last orders for the kitchen are 8.30pm, again this is a standard procedure followed strictly by the front of house staff. Your comment on the chef being 'persuaded' to do you some food is quite simply untrue. The Chef in fact offered to cater for you as a gesture of Good Will. I know this to be true as I was indeed the Chef that offered you such!! Also note that we have many happy customers from the way of the roses cyclists, they have never arrived later than 6pm, you arrived after 8pm. You were asked when you booked what your ETA would be, arrangements could have been made if you had let us know your were going to be so late. We tried phoning you on 5 occasions to check on your progress and check your ETA. I apologise for not having our 'Welcoming Committee' on standby to 'Clap' you into the Car Park....Really!!
The Spa Suite closes at 8pm for perfectly understandable reasons. For Health and Safety reasons, we are not allowed to let people under the influence of alcohol use the pool unsupervised, hence the leisure suite closes early in the evening at 8pm. As we are not a Hotel, we also do not have Life Guards for the Pool, and Leisure Suite Staff on standby at 10pm, which is when you asked to use it! This was explained perfectly nicely (and apologetically) to you by myself. I also informed you that if you would like to use it in the morning, let the staff know at least Half hour before, so they could turn the Sauna on for you and remove the pool covers!! The member of staff had been shown hoe to open the spa, but I believe she was 'flustered' as you asked to use it immediately. She would have had it ready for you if you had given her the some 'notice' as I had instructed you to do!! So the Spa really isn't open 'when we feel like it'!! as you rather rudely state.
Breakfast, if the croissants were stale, then I apologise and have mentioned this to the kitchen.
Your comment regarding the cereals is rather petty. There is sufficient choice, we use small boxes for two reasons. 1) Freshness 2) So the customer can see that we use good quality branded cereal rather than cheap inferior quality cereal. My experience of staying in High star rated hotels is that the large containers often contain cheap and stale cereals. I see our approach as a cut above this and a better standard. You were offered porridge and one gentleman in your party asked for Ready Break....a member of my (un welcoming, negative and untrained staff) popped out to the local shop and got some for him!!!
You pointed out that the young member of staff said that the gentleman (me) was in bed at breakfast time. Even I do have to sleep, having worked a 14hr shift and being up waiting for another late arrival until 1.30am. This is why we employ staff!! The staff here are well trained, however on occasion they do make mistakes, we are only human after all.
Payment on arrival is unfortunately necessary as in the current financial climate we have had people sneak out in the Morning without paying or in more your case, people who 'knit pick' in pursuit of an even better bargain that they are already getting by haggling the bill down. Unfortunately we do need to protect ourselves from such people.
Fortunately at the same time as you stayed the other 26 guests thoroughly enjoyed their stay and were lovely people, which is what makes the excruciatingly long hours, lacking funds and tolerating 'bitter people' not just tolerable but a real pleasure.
In Summary, the validity of your complaint really boils down to a stale croissant, for which I am very sorry, I do so hope that putting two negative reviews on Trip Advisor has 'slaked your thirst for vengeance' and made you feel 'all-powerful!!' Yet another example of the punishment not fitting the crime. Maybe stick to Corporate Hotels in future rather than a small, warm, friendly family run guest house.
Harefield Review of Guest 1 out of 5
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.