We had a deluxe room with balcony to watch the Cricket and celebrate our 50th wedding anniversary. We have stayed in the Hotel in the past, but we were rather disappointed with the room which was rather shabby and not particularly clean and for over £350 per night I don’t think I’d call it deluxe, average at best.
Good morning,
Thank you for taking the time to share your feedback. First and foremost, congratulations on your 50th wedding anniversary! We are honored that you chose to celebrate such a special occasion with us.
We are sincerely sorry to hear that your recent stay did not meet your expectations, especially given your past positive experiences with us. The condition and cleanliness of our rooms are matters we take very seriously, and it is disappointing to learn that we fell short during your visit.
Your comments have been shared with our housekeeping and maintenance teams to ensure improvements are made. We strive to provide all our guests with the highest level of comfort and service, and your feedback is invaluable in helping us achieve that goal.
We understand your concerns regarding the cost of the room, and we regret that you did not find it to be of the value you expected. We aim to offer competitive pricing for the quality and amenities we provide, but we appreciate your perspective and will review our offerings accordingly.
Thank you once again for your feedback. We hope to have the opportunity to welcome you back in the future and provide you with the exceptional stay you have come to expect from us.
Kind regards,
Lucia
We stayed at the Hilton so that we could watch the cricket. The view was fabulous but the room was not great. The bin in the bathroom hadn’t been emptied and contained a soiled nappy, the sheets on the sofa bed hadn’t been changed either, there were crumbs in the fridge….Housekeeping needs to be considerably improved.
Dear Deb,
Thank you for taking the time to share your feedback regarding your recent stay with us.
We are glad to hear that you enjoyed the fabulous view while watching the cricket however, we are truly sorry to hear about the housekeeping issues you encountered. This is certainly not the standard of cleanliness and service that we strive to provide our guests. Please accept our sincerest apologies for the inconvenience caused by the unemptied bathroom bin, the sheets on the sofa bed, and the crumbs in the fridge.
Your comments have been shared with our housekeeping team to ensure that such oversights do not occur in the future. We are committed to making immediate improvements to our service and cleanliness standards.
Thank you again for bringing these matters to our attention. We value your feedback and hope to have the opportunity to welcome you back for a more enjoyable stay.
Best regards,
Maisie
Rooms Division Manager
This was our second stay at the hotel and it was very good.
We had a cruise package with bed & breakfast and 15 nights parking.
The welcome was very friendly, the reception staff are very helpful.
We met friends for drinks and sat outside the Main Bar. The atmosphere was relaxing and it was easy to chat out there.
The bedroom was large with a great balcony.
We ordered room service, food was great and came very quickly.
We look forward to staying again next month.
Thank you for taking the time to share your feedback with us. I am pleased to hear you have enjoyed your stay with us and I look forward to you next stay. The team will be delighted to read your comments.
Kind regards,
Lucia
I suppose being a regular guest at a hotel has advantages and disadvantages, mainly advantages here though.
The reception team are consistently superb, efficient, helpful and friendly. Our room was spacious, clean and tidy.
Our meal in Beefy’s (the hotel restaurant) was superb, my gammon steak was very good and overall all our food was excellent, the food arrived promptly but without us being rushed, the service faultless with all the team being, knowledgeable, considerate and attentive.
The drinks and food menu is extensive and varied and there is also a good selection for the children to choose from.
So often in a hotel we find their menu a little disappointing and so venture out, we rarely do here the restaurant is that good.
Dear Paul,
Thank you for your wonderful feedback. We're delighted to hear that being a regular guest at our hotel has been a consistently positive experience for you. Our teams will be delighted to read your comments.
We look forward to your next stay.
Kind regards,
Lucia
Let down by paying for a room you can’t get into on time and the stress of sorting it out.
We booked 2 rooms for for family 110 and 147 were allocated.
We arrived at 2.20pm
The App did have a digital key for 110 but for room 147 it said “stop by the desk we need a few details” but when I did go to the desk that was not the case and they said they room was not ready.
We all waited in room 110 and the others in our family just wanted to rest in bed before we went to a party later. We sat on the balcony waiting for our room.
I walked to room 147 myself and it was not being cleaned and I asked a member of the cleaning staff to checked inside the room and he said it was clean.
At 3pm we still had no room and I went to reception to complain and they said the room was not ready and they did not have an alternative room and they would chase house keeping.
- The room had been ready the whole time and was not being cleaned.
- we finally could get into putt room at 3.20 but the room should have been ready by 3 regardless and was only made available by me complaining.
- This was a disappointing for any hotel
At 4.20pm I went to get the physical door key from reception and another family checking in was bing told their room was not ready!
I also emailed Lucia the Head of front of House and part of the response annoyed me basically implying that I should be grateful that I didn’t have early check in fees on the one room that was ready on time they checked in themselves without me being their as is normal via the Hilton App.
“In the same time I am happy to see that that the other room was checked in earlier than our check in time, without any early check in fees”
Good afternoon,
Thank you for taking the time to share your feedback regarding your recent stay at our hotel, I can assure you that this is much appreciated.
I sincerely apologise for the inconvenience caused by one of your rooms not being ready by our check-in time of 3pm. I understand how this disrupted your stay, and I am truly sorry for any frustration this may have caused.
Please note that our rooms are cleaned in order of when our guests check out. While your room was not being cleaned at the time you visited, the housekeeping team member was likely cleaning one of the other rooms assigned for that day. On average, each team member has up to 15 rooms to clean, making it challenging to clean multiple rooms simultaneously.
I can assure you I will share your comments with our Housekeeping team so they can address this issue. Additionally, I will review our communication procedures between Housekeeping and Reception to ensure rooms are prepared for our guests as promptly as possible.
Thank you once again for your valuable feedback and we hope to have the opportunity to welcome you back to the hotel soon.
Best regards,
Maisie
Rooms Division Manager
