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“Frustrating”

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Macdonald Frimley Hall Hotel & Spa
Ranked #3 of 7 Hotels in Camberley
GreenLeadersBronze level
London
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Frustrating”
Reviewed December 2, 2012

We booked one night at this hotel as part of a celebration with the aim of relaxing and enjoying some quality time together at what appeared to be the ideal hotel for this. Unfortunately we are very disappointed and frustrated at our experience at this hotel.
1. When we went in to our executive room it was extremely cold, we had to put the heating on in the room and wait for around an hour with our coats on for the room to heat up.
2. I went to have a relaxing bath to find what appeared to be the contents of someone's nose with blood smeared on the wall.
3. We then decided to enjoy a meal in the restaurant, the food was of a mediocre standard and we found that it was very overpriced costing us £95 for a two course meal each and a glass of wine each, a large glass of red wine was £9 we feel that the food and drink certainly do not warrant such extortionate prices. Especially with a 12.5 percent service charge and a charge of £12 for open food which was bread!
4. We then became very frustrated when we wanted to relax and sleep in our room and could not do this due the Christmas party which was taking place underneath our room it felt like the party was taking place in our room, we called reception and explained our frustration and we were offered an apology, we then tried to persevere with this but could not no longer tolerate the noise so called reception and asked to be moved which they promptly did move us to the other end of the hotel which was quiet and had the peace that we were seeking but the room was certainly not the executive room in which we had paid for.
The following morning we asked to speak to the manager to discuss our complaint but we were told by the reception manager that he was not around and they would email us which has not happened.
We have stayed in many hotels and We have never felt the need to complain about a hotel but on this occasion we can not keep our frustrations to ourselves.

  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Katie B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gm_frimleyhall, General Manager at Macdonald Frimley Hall Hotel & Spa, responded to this review, December 3, 2012
Thank you Katie B for your review. I was most concerned to read your comments, as the issues raised are certainly not in keeping with the standards, quality and customer care normally associated with Macdonald Frimley Hall Hotel & Spa. Please accept my sincere apologies for the shortfalls experienced on this occasion. If you would like to contact me at the Hotel directly, I would be more than happy to discuss your comments further and resolve the outstanding issues for you and indeed extend you a warm welcome back to Macdonald Frimley Hall Hotel.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,946 reviews from our community

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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
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (219)
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Kent
Level Contributor
41 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed November 30, 2012

I spent two nights at the Frimley Hall Hotel which is of a high standard. The rooms are large and well furnished. My only complaint was that the mattress was too soft for my liking, but that's a personal thing and you cannot meet the tastes of everyone.

The food is very good and well presented but to my mind there was not enough. To have a really filling meal you need to order side dishes. Breakfast is excellent and the scrambled eggs to die for.

The staff are very good and friendly but I echo the reviews of other guests that a few more would not go amiss. I had to wait for a barman to attend the bar, orders for breakfast were delayed. Perhaps living in a fast modern world has set certain expectations and I should just sit back and go with the flow but this was a business trip and not for pleasure I'm afraid.

However all in all this is a lovely hotel and is recommended.

Room Tip: I am told the old part of the hotel is cooler and possibly the better part of the hotel to stay in t...
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  • Stayed November 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank KentFoodies
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gm_frimleyhall, General Manager at Macdonald Frimley Hall Hotel & Spa, responded to this review, December 3, 2012
Many thanks KentFoodies for your review. As you have experienced, we are very passionate and committed to delivering the highest standards of service, quality and customer care. We look forward to extending you a warm welcome back in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Peterborough, United Kingdom
Level Contributor
146 reviews
43 hotel reviews
common_n_hotel_reviews_1bd8 73 helpful votes
Reviewed November 29, 2012

To be fair, our spa day didn't get off to a good start since the young receptionist was friendlier to her colleagues than to her guests. We felt that we were a bit of a nuisance rather than welcome visitors. Nonetheless, we were given our locker keys, advised that the steam room was not working, asked which sandwich we would like to choose for our inclusive lunch and pointed in the direction of the changing rooms. We were advised that we would have to cross the car park into the hotel for lunch. So would need to get dressed from the spa to go into the separate hotel, or cross the cold and wet car park in robes, which wasnt an attractive option at all!
We walked through into the pool to find that there isn't a whirlpool / jacuzzi. The steam room was broken, the sauna working. There isn't a place to get water from the pool / sauna area. Water is back in the changing room. There are a few loungers. They are a little dirty, and there's not much space around the pool for the loungers. We swam for a short time, and as our treatments were scheduled for the afternoon, we thought we would try to have them moved earlier. Our young receptionist advised this wasn't possible, so as we were bored, we decided to get dressed and leave to go into nearby Camberley for a longer more substantial lunch. We returned at 2pm for our treatments. Treatments are upstairs , and the upstairs feels more like a spa. My therapist was delightful, treatments excellent, and the relaxation room was lovely, with water and tea / coffee available. There's no loo upstairs - that's back downstairs in the leisure part of the spa. We didn't use e gyms, and they looked well equipped although rarely used whilst we were there.
I don't recommend this spa if you are looking for a Day Spa. However, if you are staying at the hotel and want to have a facial, a swim, or go to the gym, this spa has everything you need.

  • Stayed November 2012, traveled with friends
    • Value
    • Cleanliness
    • Service
Helpful?
2 Thank TJW_Woking
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gm_frimleyhall, General Manager at Macdonald Frimley Hall Hotel & Spa, responded to this review, November 29, 2012
Thank you TJW_Woking for your review. I was most concerned to read your comments regarding the Spa, as the issues raised are certainly not in keeping with the standards, quality and customer care normally associated with Macdonald Frimley Hall Hotel & Spa. Please accept my sincere apologies for the shortfalls experienced on this occasion.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London
Level Contributor
17 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed November 26, 2012

We stayed at Frimley Hall Hotel for a weekend with another couple. Told by the hotel we could arrive early to enjoy the spa even if our room was not ready, we did just that. Unfortunately there was a lengthy queue at reception and we waited about half an hour - Only one receptionist on duty at checking out time is ridiculous. The room wasn't ready which wasn't a problem so we went to the spa which is lovely. Pool is fabulous but no jacuzzi though a nice steam room and sauna. We wanted to have lunch in a country pub locally and asked the receptionist for a nice local pub. She advised the Carpenters Arms - certainly not local and in fact a Harvester type multi-national. More training required for her!

The room was lovely but extremely noisy heating - fan kept coming on and off. Turned it off to sleep and then the room was far too hot! Bed soft but comfortable. No filter water as promised and robe or slippers, also promised. All came on request.

Dinner was excellent but service slow. Breakfast also excellent but far too few staff. We were asked to go and sit in the lounge whilst they cleared a table which we did. When we returned it still wasn't cleared. When it was it wasn't wiped and so we had to ask for this - basis hygiene. But breakfast freshly cooked and delicious.

A lovely hotel but too few and poorly supervised and trained staff.

  • Stayed November 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Peggy S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gm_frimleyhall, General Manager at Macdonald Frimley Hall Hotel & Spa, responded to this review, November 26, 2012
Many thanks Peggy S for your review. I was pleased to note that in general you enjoyed your stay, however, please be assured that I will pass on your feedback to the departmental managers concerned for immediate review and action. Please accept my sincere apologies for the shortfalls in service experienced on this occasion. I do hope that you will afford us the opportunity to offer you a warm welcome back in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London
Level Contributor
13 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed November 19, 2012

I brought my friend here as a thank you for being my bridesmaid and it couldn't have been better. We were checked in straight away even though the hotel was clearly very busy as there was a wedding on. However this did not detract from our extremely restful, peaceful stay. Our treatments in the spa were wonderful and carried out by very attentive staff. We each had massages and facials which were among the best I've ever had with brilliant products.
Rooms were lovely, clean and the complimentary water was greatly appreciated! We both forgot toothpaste but it was brought to our room at no extra cost!
We ate twice. Dinner and breakfast. Both were really well presented and of a good standard.
The staff are what makes this place. From Reception to the bar and the restaurant, everyone was so friendly, attentive and eager to make our stay one to remember. We cannot thank you all enough.
Emma and Lucy

Room Tip: The standard rooms are absolutely fine but if you wanted to make your stay really special, if you ca...
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  • Stayed November 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Emma C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gm_frimleyhall, General Manager at Macdonald Frimley Hall Hotel & Spa, responded to this review, November 19, 2012
Many thanks Emma C for your review. As you have experienced, we are very passionate and committed to delivering the highest standards of service, quality and customer care which is shown by the number of guests that are coming back for a return visit, time and time again. We look forward to extending you a warm welcome back in the near future.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dundee, United Kingdom
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed November 19, 2012

'Leave the cares of the world behind as you step into the candlelit serenity of the Vital Spa. . Let our expert therapists pamper you into oblivion!' mmmmh!
If you are after the above you will not find it at a £75 Pampering Day here. It included a 30 minute Aroma Back Relief massage. There were no hot towels used and no exfoliation prior to the massage as stated. Basically hot oil rubbed around your back for 20 minutes.
The relaxation room was full so we could not get a seat.
The bins in the pool area were full of rubbish, used tissues on the floor which the member of staff walked past to empty one bin but left the other one.
Lunch was ordered at the beginning of the day which was very nice however when it arrived it was not what we ordered.

  • Stayed November 2012, traveled with friends
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
2 Thank KWebsterAsh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gm_frimleyhall, General Manager at Macdonald Frimley Hall Hotel & Spa, responded to this review, November 19, 2012
Thank you KWebsterAsh for your review. I was most concerned to read your comments regarding the Spa, as the issues raised are certainly not in keeping with the standards, quality and customer care normally associated with Macdonald Frimley Hall Hotel & Spa. Please accept my sincere apologies for the shortfalls experienced on this occasion. If you would like to contact me at the Hotel directly, I would be more than happy to discuss your comments further and resolve the outstanding issues for you and indeed extend you a warm welcome back to Macdonald Frimley Hall Hotel.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

Travelers are raving about these Camberley hotels

Hove, United Kingdom
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed November 18, 2012

I was at Frimley Hall for a wedding. The event was great and well planned, we all had a great time. When staying at hotels it's nice to relax with a drink and some food. Expect to pay a great deal of money at this hotel. It was so expensive, there were couples with young children who had to stay and eat at the hotel, as too tired after along journey to go out and find a restaurant. The drinks at bars were also way too expensive. The rooms were small but comfortable and clean. Check in and out takes far too long they should have double the staff during check out in the morning. When I was leaving there were 20 people waiting to leave which as you can imagine caused some problems. This is not as smooth as it should be, install a key box job done!

  • Stayed November 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Sandy P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gm_frimleyhall, General Manager at Macdonald Frimley Hall Hotel & Spa, responded to this review, November 19, 2012
Many thanks Sandy P for your review. I was sorry to note your comments regarding our pricing. We regularly check our price points for both food and liquor within the local 4 star competitor set and I have to say we are not expensive in comparison as we try and give our customers the best value we can.
I do hope that you will afford us the opportunity to extend you a warm welcome back.
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 Macdonald Frimley Hall Hotel & Spa

Property: Macdonald Frimley Hall Hotel & Spa
Address: Lime Avenue | off Portsmouth Rd, Camberley GU15 2BQ, England
Location: United Kingdom > England > Surrey > Camberley
Amenities:
Bar / Lounge 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 #3 of 7 Hotels in Camberley
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Macdonald Frimley Hall Hotel & Spa 4*
Number of rooms: 98
Official Description (provided by the hotel):
A beautiful Victorian Manor House, on the Surrey/Berkshire border, just 15 minutes away from the M3 Motorway, Ascot Racecourse and Farnborough Airfield, boasting landscaped grounds, 98 bedrooms with every modern facility and a Vital Leisure Club with 5 Beauty Treatment Rooms. The ideal venue for all occasions whether it be business,conference or a Wedding, Macdonald Frimley Hall is Surrey's premiere Wedding venue. This Victorian Hotel is the perfect stayover for trips to Legoland, Windsor Castle, Ascot Racecourse and Virginia Water. The award winning 2 AA Rosette Linden Restaurant offers a sumptuous Menu,using the highest quality produce available to our Chef. Macdonald Frimley Hall's Spa facilities include a 17 metre swimming pool, technogym, sauna and steam room plus beauty treatment rooms. ... more   less 
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Also Known As:
Macdonald Frimley Hall Hotel And Spa
Macdonald Frimley Hall Hotel Camberley
Macdonald Frimley Hall Camberley
Macdonald Frimley Hall Hotel & Spa Camberley, Surrey

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