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“Disappointing stay” 3 of 5 bubbles
Review of Felbridge Hotel and Spa

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Felbridge Hotel and Spa
Ranked #2 of 4 Hotels in East Grinstead
London, United Kingdom
2 reviews
“Disappointing stay”
3 of 5 bubbles Reviewed October 1, 2012

Recently stayed in a junior suite at the Felbridge, the room was large but only came with a double bed not a queen sized bed as advertised. The Spa (pool area) was disgusting the floors were covered in a grey slime (dust and fluff) and didn’t look like they’d been cleaned for weeks, the pool side shower was blocked so you couldn’t even rinse your feet before getting into the swimming pool. The service in the Bay Tree restaurant at dinner was awful and the quality of the food was very poor. At breakfast the quality of the food had improved slightly and the selection was good but the service was just as poor. I would not recommend you stay at the Felbridge.

  • Stayed September 2012, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank Mark C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CarlRundgren, Manager at Felbridge Hotel and Spa, responded to this review, October 8, 2012
Dear Reviewer

Thank you for posting your comments following your stay with us. All our Junior Suites have a minimum of a queen size bed and in fact alot of them actually have king size beds. Your point regarding the cleanliness of the spa and pool area is taken very seriously indeed, I personally do regular daily checks of this area and have never seen the facilities as described. As for the restaurant, we have a few new members of staff who have joined the team recently and are going through a rigorous training programme, I would like to apologise if the service when you dined in the restaurant was not as good as one would have hoped, but this problem has now been resolved.

It seems that there is not much I could write or offer to make amends for your last stay with us but if you do decide you may like to visit us again please get in touch and I would be more than happy to look after your next booking personally.

Regards
Carl Rundgren
Deputy General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (247)
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English first
Level Contributor
10 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
2 of 5 bubbles Reviewed October 1, 2012

Ths " Hotel " bills itself as a luxurious spa destination and charges accordingly . We booked it as a last night , close to he Airport location , after a long holiday , as opposed to the usual bevy of standbys at Gatwick .
Have you ever heard of a Hotel That doesn't have an elevator , nor a Porter , nor consistent hot water or a toilet that requires a battering ram blow for the flush to activate .... Have you ever heard of a Lodging anywhere that you cannot access by telephone -( to possibly communicate a later check in as we tried ) otherwise than to receive a persistent and insidious voice mail system obsessed on referring us to a website .for handling . The references to the duty person were met with a sodden hang dog " i know I know I'll speak to the manager once again " response which convinced us we were not alone . Other than the gaggles of admin assistant and deputy retail store manager types who were out for their first time girl spa experience from London , why would anyone shell out over $200.00 a night for this place . Better to stay at the local one night stands or a reliable Hoiliday Inn which I suspect this once was .Give it a wide berth

Stayed September 2012, traveled as a couple
Helpful?
1 Thank Equalizer1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CarlRundgren, Manager at Felbridge Hotel and Spa, responded to this review, October 8, 2012
Dear Reviewer

The details you have left seem to be quite extraordinary with regards to the telephone system and I am not sure what number you may have dialled and as such I would like to discuss this futher with you and find out a bit more, so please do call me at the hotel when you have a moment. We do pride ourselves on providing outstanding personalised service and as such if you could provide me with more details regarding your experiencewith us that would be most useful.

We do have a porter service available and I am very sorry if this was not offered to you. Due to the make up of the building itself it is impossible to put an elevator in place, we only have ground floor and first floor but many small changes in levels on the two floors. The way we get around not having an elevator is to offer a porter service for those guests that need help with their luggage.

I look forward to hearing from you.

Kind Regards
Carl
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chester, United Kingdom
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed September 30, 2012

We stayed at this hotel overnight before leaving our car at the hotel to fly on holiday from Gatwick airport. The rooms are very nice and clean and although we only ate in the bar the food we had was lovely. This hotel offers a private taxi transfer to the aipport which was excellent as you do not have to struggle with your suitcases to board one of the many shuttle buses which other hotels use. Norman was our taxi driver on the way back and he was so helpful as we were waiting in the wrong place for him, he was in touch constantly and even texted his car reg for us to find him! Is taht service or what? We would use this hotel again as all the staff were so friendly and helpful. It was a fantastic start to the holiday and Norman cheered us up on our return.

  • Stayed September 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank susan h
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CarlRundgren, Manager at Felbridge Hotel and Spa, responded to this review, October 8, 2012
A brilliant review, I will ensure all of the staff in teh hotel are made aware of your praise and I will pass on your comments to Norman personally. We are looking forward to welcoming you back before your next holiday.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
15 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
4 of 5 bubbles Reviewed September 26, 2012 via mobile

This is a charming, clean and modern hotel well placed on the A23 just off the main motorways. We were passing through and stayed for a night at a massively discounted rate available on their website.

We didn't eat in the restaurant that evening as there wasn't a huge choice and it was rather expensive - instead we went to the Wiremill which is a fantastic pub scenically placed on a lake, less than 5 minutes drive from the hotel - highly recommended!

The hotel spa was wonderful - lots on offer: pool, steam room, sauna, jacuzzi and beauty treatments - all very clean and well kept.

I would definitely recommend this hotel, but do note that the beds are quite small in the standard double rooms!

  • Stayed September 2012
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank mimimgtf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CarlRundgren, Manager at Felbridge Hotel and Spa, responded to this review, October 8, 2012
Thank you for the review. It really is pleasing to hear that you thoroughly enjoyed the experience at the Felbridge. I am surprised that you found there to be limited choice on our menus, we have two restaurants and a bar that serves food as well as room service. In fatc in the Baytree alone we serve over 40 dishes so plenty of choice. I do hope you try one of restaurants when you stay with us as I can assure you that our food is delicious!!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
13 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed September 25, 2012

We stayed here again before our flight and it was perfect. They have changed their contract with the taxi firm to take you to the airport but it remains a first class service. Will have no hesitation in choosing this hotel and its services again.

  • Stayed September 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
4 Thank LondonBrook
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CarlRundgren, Manager at Felbridge Hotel and Spa, responded to this review, September 26, 2012
I am pleased that you again found our airport parking package excellent value for money and service. We have made several changes recently to this package with the major one being a change of airport transfer company which is providing a slicker more professional servcie.

It seems that all the aspects of your stay were top notch and we are looking forward to welcoming you back for your third visit.

Regards
Carl Rundgren
Deputy General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Surrey
Level Contributor
45 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
5 of 5 bubbles Reviewed September 23, 2012

We have stayed at the Felbridge Hotel and Spa many times and it has always been home from home. So comfortable and relaxing. The ambience has always been so good. We have always felt so relaxed and wouldn't have a complaint about anything. Great stay every time!

  • Stayed April 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank tristy5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CarlRundgren, Manager at Felbridge Hotel and Spa, responded to this review, September 26, 2012
It is always great to hear from a returning guest. We are looking forward to having you back with us again soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Exeter
Level Contributor
84 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
4 of 5 bubbles Reviewed September 21, 2012 via mobile

Hotel is very clean and very nice, rooms were nice although small ( compared with premier inn). Main problem we found was the walls seem to be paper thin we could here the next rooms tv and also when they were in the shower it sounded like they were in our room.
We used the swimming pool sauna ect and it was all very nice.
We ate across the road in a resturant so cant comment on food or bar, but seemeda tad pricey.
Only other problem we had wad being woken up at 6am by room service with breakfast , we didnt order it so im guessing the porter got the rooms mixed up.
Finale thoughts are very nice hotel looks and seems very posh but was let down by the build quality.

  • Stayed September 2012
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank Hawkeys
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Felbridge Hotel and Spa

Property: Felbridge Hotel and Spa
Address: London Road, East Grinstead RH19 2BH, England (Formerly Felbridge Hotel and Spa)
Phone Number:
Location: United Kingdom > England > West Sussex > East Grinstead
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 4 Hotels in East Grinstead
Price Range (Based on Average Rates): $
Hotel Class:4 star — Felbridge Hotel and Spa 4*
Number of rooms: 120
Official Description (provided by the hotel):
Located less than 10 miles from Gatwick Airport, the newly refurbished Crowne Plaza Felbridge is a convenient base for business and leisure, within easy access of the M25 and M23. The location of this stylish hotel, makes an ideally placed meeting and conference destination. The Crowne Plaza Felbridge is the perfect location for training, seminars, product launches, annual conferences, boardroom meetings, interviews, teambuilding and brainstorming events as well as small exhibitions. All the meeting rooms offer everything you would expect from a luxurious and contemporary hotel. Whether you are travelling for business or pleasure, you will appreciate the excellent range of facilities at the Crowne Plaza Felbridge hotel, with its 116 bedrooms including accessible and family room availability and 8 purpose built meeting rooms. The hotel is conveniently located close to local attractions including the Bluebell Railway, Ashdown Forest, Tullys Farm, Lingfield Race Course, Chartwell House (home of Winston Churchill) and within 15 minutes of Gatwick Airport with direct links to London. It also boasts The Chakra Spa and Health Club which includes 5 treatment rooms, gym and leisure facilities. For eating and drinking, the Crowne Plaza Hotel restaurant, lounge and bar offer tempting international-style dishes - as well as some hearty British favourites. We offer 24-hour room service that will tingle your taste buds with locally sourced produce. With state-of-the-art AV systems, complimentary Wi-Fi throughout the hotel, free on-site parking, the luxurious Chakra Spa and Fitness Centre and delicious catering options, The Crowne Plaza Felbridge will be equipped to provide you with a seamless experience - setting you up for a productive stay. ... more   less 
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Also Known As:
Felbridge Hotel East Grinstead
Felbridge East Grinstead
Felbridge Hotel And Spa East Grinstead, West Sussex, UK

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