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“Lack of customer service”

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Nutfield Priory Hotel & Spa
Ranked #1 of 1 Hotels in Nutfield
London
Level Contributor
131 reviews
57 hotel reviews
common_n_hotel_reviews_1bd8 71 helpful votes
“Lack of customer service”
Reviewed January 3, 2009

We arrived to be met with a member of the front of house staff who was disinterested and spoke so quickly that we failed to understand what he was saying. Abrupt to the point of rudeness. Not a great way to start our break. We were given a map for our room and were not offered any assistance with luggage. we got lost and had to ask the cleaner for directions.

The spa was also a disappointment. It is a leisure centre that was very busy with dirty showers and in need of some serious TLC.

The saving grace for this hotel is the restaurant which is EXCELLENT. The room is very well layed out with nice views over the countryside. Professional staff, a varied menu and impressive wine list. An enjoyable meal that was followed by an after dinner drink in the impressive library.

We would certainly not return to stay or use the 'spa' but the restuarant is well worth a visit.

  • Stayed January 2009, traveled as a couple
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
Thank HappyGuest1976
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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  • Sleep Quality
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  • Service
  • Value
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English first
London, England
Level Contributor
24 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
Reviewed November 24, 2008

My friend and I wanted a night away with the use of spa facilities. We found a really good deal by contacting the hotel directly and I have to say it was just fantastic.

We just wanted one night away and it's really hard to find a hotel that allows you to stay one night - hence the reason for booking it - but it went above and beyond our expectations.

The front of house staff were absolutely delightful - very helpful. We were shown to our room which was great, just what we needed - no bath but that was the only downside.

We were then showed to the spa area where we had 2 treatments which was perfect - the relaxation room is just gorgeous - we had such a lovely time - the treatments were gorgeous and it was so much nicer than we ever thought.

My friend and I are both pregnant so the dinner menu unfortunately wasn't quite right for us - in normal circumstances it would have been great - but it's quite expensive - 3 courses for £36 - and when we couldn't really eat anything we decided that we'd have room service which was great!

All in all - we had a great time and i'm considering going back with another friend in February.

  • Liked — The Staff
  • Disliked — Some areas of the hotel needed a bit of TLC
  • Stayed November 2008, traveled with friends
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank lc74
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Plymouth, Devon
Level Contributor
612 reviews
154 hotel reviews
common_n_hotel_reviews_1bd8 554 helpful votes
Reviewed September 21, 2008

Well, this hotel certainly appears to employ a lot of staff. The first employee encountered may have been the 'brusque' one referred to in the prevous review! Having said that, the three or four encountered 'front of house' afterwards were all superb.

We were here for a wedding, hence the rate of £140 per night although this did mean a room that not only overlooked a car park (not a problem) but it did look into the Deliveries Inward bay! It also meant being able to see what the 'hog' was cooked in afterwards!

Bedrooms well-equipped; ironing board (and iron), plasma television and so forth yet the shower guard did not prevent water wetting the floor of the bathroom in quantities...

Overall, a pleasant stay - despite the go-kart track noise in the afternoon. BTW, the hotel is not particularly old, dating from around 1870.

  • Stayed September 2008, traveled as a couple
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank plymouth
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Woodford
Level Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed September 14, 2008

Myself and my fiance have stayed at Handpicked Hotels before and thought we would give Nutfield Priory a try. At £180 per night with an offer of a three course meal at £30 per head, we thought this was a reasonable deal given that handpicked are usually excellent though expensive. Upon arrival, we weren't even greeted and were just asked for our names by a chap who looked as though he really didn't want to be there. He told us brusquley that our table reservation was at 19.45 and when we told him that we had booked it for 20.30, he didn't offer to change it, just ignored us. He gave us a map to our room and subsequently we got lost and had to ask a passing member of staff to show us the way. The room itself was small and overlooked a car park. It was clean however, and the bed was comfy. Upon retiring to bed however, we were kept awake by the sound of extremely loud extractor fans outside our window. On the positive side, the evening meal was superb and the staff were lovely especially Marion who was so sweet and cheerful. I think this hotel is only worhtwhile if you really want to splash out and book a superior room as the standard rooms are very average.

  • Liked — Georgeous interiors, restaurant staff
  • Disliked — Front desk
  • Stayed September 2008, traveled as a couple
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank piperbella
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
kent
Level Contributor
103 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 99 helpful votes
Reviewed August 20, 2008

My daughter and i stayed at the above hotel on the 18th of August 08, we booked it as a two for one deal but was still expensive, it gave us bed and breakfast, 30 min treatment, use of pool, spa etc, robes, slippers and toiletries. The hotel advertised the break as a "pamper break".
The hotel is set in beautiful grounds, the room was fantastic, TV not as large or "odd" looking as some people suggested in the reviews, and the hotel and spa staff were friendly and professional. We were given tea or coffee on arriving at the spa, which is seperate from the hotel, given robes etc and told to enjoy our day, lovely! Then we went to the pool...... there were 6 beds, nice beds with thick cushions, but only 6 and 14 people had booked into the spa break on that day, we wondered where people were going to lie!
We arried early, about 10.00 and the pool was empty, quiet and relaxing, we laid on two beds, got out our books and prepated to relax, twenty minutes later the pool was full of young screaming children, and their parents, some screamed louder than the kids!! The only break we got from them was when we went for lunch, very pleasant by the way, and during our half hour treatment, also very good.
Back at the pool, it stayed full of kids all afternoon, we finally got to swim around half four when the public started arriving!
We have been on a few spa days and been spoilt as they have been adults only, plenty of beds to lay on and generally set up for pamper/relaxation days. It may have been our fault, going in august, not reading the hotel description enough etc.. but i cant help thinking that they have not advertised this hotel as accurately as they may have. One reviewer suggested the hotel name be changed to hotel and leisure centre, on arriving that is exactly what it is called!
Overall, lovely hotel, beautiful grounds and rooms, breakfast superb, but relaxation /pamper day, never unless they change it to adults only and add more beds!!!

  • Liked — gorgeous room
  • Disliked — swimming pool full of kids
  • Stayed July 2008, traveled with family
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank sheilamarie1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London
2 reviews
Reviewed July 18, 2008

We spent the weekend at this beautiful hotel. The service was 5 star all the way. The staff were friendly and very helpful. The room was huge a very tastefully decorated with fabulous views across the surrey countryside. The food in the restaurant was to die for.

The choice at breakfast was extensive and imaginative.We were completely relaxed after just two nights, will come back again soon.

  • Liked — restaurant
  • Disliked — nothing
  • Stayed July 2008, traveled as a couple
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank pauline15
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
1 review
Reviewed July 14, 2008

Excellent stay. This hotel has really impressed me like no other for some time. As a professional hotelier it was a breath of fresh air to come to such a professional and frendly place. I have to admit we were also lucky becuase we were upgraded and we had champagne on arrival, which really strarted things well. We arrived at 8.30pm and were shown to our room and all facilites explained. The restaurant was excellent, food superfb, and the staff friendly and attentive. Breakfast in the room was superb considering ti was room service and its not always the best in hotels. Also, what impressed me was the accuracy of the bill because we had a dinner bed and breakfast rate, many things could have gove wrong as certain items were included and other not, but it was perfect. I have to say the general feel was that staff are happy working there and alwyas smiling to guests.

  • Liked — Friendliness of staff and room
  • Disliked — lift not working
  • Stayed July 2008, traveled as a couple
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
Thank MarcoBDR
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Nutfield Priory Hotel & Spa

Property: Nutfield Priory Hotel & Spa
Address: Nutfield Road, Nutfield RH1 4EL, England
Location: United Kingdom > England > Surrey > Nutfield
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #1 of 1 Hotels in Nutfield
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Nutfield Priory Hotel & Spa 4*
Number of rooms: 60
Official Description (provided by the hotel):
Nutfield Priory Hotel & Spa in Redhill, Surrey is inspired by the Neo-Gothic design of the Palace of Westminster and is a unique Victorian mansion house in Surrey. Dating back to 1872 and set in 12 acres high on Nutfield ridge, Nutfield Priory Hotel is a four star country house hotel and spa with a 2 AA rosette restaurant. Cloisters Restaurant offers traditional British food with a modern twist accompanied by the breathtaking views of the Surrey and Sussex countryside. This fine hotel offers 60 bedrooms, 15 of which are individually designed, large feature bedrooms, with lavish artwork, and offering the likes of sleigh beds and original features. The suites are particularly special, one offering its own private balcony terrace and another which occupies three floors in the tower of the hotel. Set alongside the main hotel is the Nutfield Priory Health Club & Spa. A dedicated facility, this offers a fully-equipped gym, dedicated free-weights room, indoor pool, sauna and steam rooms, exercise studio and squash courts, plus a cafe bar and garden. The Spa itself is fully enclosed within the Health Club and is the perfect place to treat yourself or a loved one. Offering great Spa deals and Spa days in Surrey with nine treatment rooms, a quiet lounge, relaxation room and manicure area. ... more   less 
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Also Known As:
Nutfield Priory Hotel And Spa
Nutfield Priory Hotel Nutfield
Priory Nutfield
Nutfield Priory Hotel & Spa Surrey

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