slow slow slow

Waited 2 hours for food in the restaurant in the evening of our one night stay. Then waited for an hour for breakfast. No apology for the wait for breakfast. And no offer of compensation.

Very disappointing visit

I booked Ellenborough Park for a night away for our anniversary.
When we arrived we were told that our room wasn t ready (at 3 o clock) and the lady at reception couldn t even give us a time that it would be ready.
We were booked into the horse box restaurant for dinner. Our 7pm table wasn t ready when we arrived and were greeted by a very stressed restaurant manager. We ordered two glasses of champagne which didn t arrive until 7:40 and were warm. The service went from bad to worse. The food took ages. We ordered the chateau briand and it eventually arrived cold. We were given no plates or steak knives. We ended up laughing with all the tables around us at how shocking the service was.
The room itself was ok. It was a very hot evening and the air on didn t work properly, the windows would only open a crack and the hand shower was broken.
We have previously used off peak luxury to book trips to the manor at castle combe.... not sure we ll be using you again.

Disappointing Stay

No heating in bathroom and staff could not resolve. Breakfast was not very good.

Poor Value for Money and Service (Particularly the Spa and Team)

The exclusivity and service advertised for this hotel and the price lead me to believe this would be an unforgettable experience and weekend in the Cotswolds. Your Hotel reception team were good and on point so no issues there but the 2 days spent at your hotel fell short of expectations in many ways.

The hotel and decor is pretty tired and our room itself seemed a bit on the knackered side and unclean. The bathroom itself looked like there had been some sort of trauma / incident it it with what only can be described as blood stained floor tiles across the whole space.

The main issues we had as guests were the Spa. Upon arrival to what would be considered a relaxing experience we were not really welcomed and seemed a bit of an inconvenience to the receptionist / host. She actually didn't even look up from the desk or computer to greet us and was in no way interested in showing us around the facilities to the point that we were left to ourselves to open doors and see what was there. Customer Service and Guest Experience training are in serious need!

The heated pool outside sounded great but was actually pretty cold and so after a cold water experience we decided to come back inside. On arriving back in the spa room i have to say that again for the money we were left standing in a corner as all 7x beds (odd number for a couples retreat) were taken by other guests. Standing waiting to get into the spa pool or sitting in the Sauna as there was no where else to sit was not the best experience. Its quite alarming in terms of the size of the hotel that the facilities are not fit for purpose.

Rest assured that after 20 mins we left and went back to our rooms.