It was obvious that the restaurant staff had little or no training. We had wine poured into a soda glass and the cutlery was not clean. We got charged £25 for somone eles drinks (refunded later!).

The radiator in the room could not be turned down resulting in overheating.

This was our first weekend away together (mother in law looked after the kids) for more than 6 years. We payed in total £160 for one night. We filled in the questionnaire and left our mobile number but we have received any apologies from the Hilton. Very,very poor.

After having won a luxury spa weekend through my work (a large high street bank ) we arrived at 3.30 for our room still not to be ready, and no one chose to come and find us after 45 minutes to tell us the room was ready.

On arrival they asked for my debit card as a precaution, which I questioned but was told not to worry. It was not till 3 days later that I realised they had tried to take £300 from my bank account and then a further £150 which was taken out of my account for 5 days!!!
We had the wrong treatments booked in even though they had phoned me twice to rebook.

We were also advised to book a table for dinner as it was part of our package, this was awful and I would have been so much happier to pay an eat elswhere. It also made it worse as they then charged me on my final bill £19 for the dinner!!!

I asked for the final bill 3 times and got quoted 3 different prices £140, £100 and then given a bill for £55, my correct bill should have been £115, but I suppose thats their loss.

As no one could confirm what was included in my weekend package I then received a call from the Spa claiming I owed them £15 more for my treatments.

On my return to work myself and my co-ordinator complained to the Hilton and after a few weeks and numerous phonecalls I was told come back for a complimentry meal or lump it!! ( as the hotel is 4 hours away you can imagine my response )

Dont be fooled into thinking this is a good quality Hilton.

And the drinks are a rip off!!

pulled up and thought wow looks good for the money we paid so to be honest i cant really complain (stayed march 15th) 96.80 p for dinner bed and breakfast absolute amazing deal ,food was superb room was nice and clean ,drinks to be honest are very expensive but you feel that you already had the bargain at 96.80p so a pound or two more per round doesnt really matter (one fosters and one vodka and diet coke just under nine pound ),anyone booking make sure you are not above the funtion room around room 204 because it is very noisy and goes on till the am,s , also me and my partner are not light sleepers or hardly ever wake up in the night but my god the bed is sooooooooooooo uncomfortable there are no words to describe it ,soft floppy and gives you bad back and neck we both suffered this i am 29 and partner is 25 so dont really suffer these conditions any other time ,have stayed in many other hiltons and never had a bed like the one we had this time so mabe a one off but you have been warned :) ,for this reason and only this reason we will not be returning to this particular hilton ,but if you can deal with the bed you will have a great value night away from home .

We were very happy with our 2 night stay the weekend before Cheltenham Races. This was low season on the website so we only paid £120 per night for dinner, bed & breakfast for a Deluxe Plus room. We chose the hotel as a convenient location to meet up with some good friends to enjoy a weekend away together without the kids!

The room.
Our room was in the old manor house and was called December. Clean and fresh with nice furnishings in good condition. The only problem was the morning after we arrived the toilet refused to flush and this could not be repaired so we had to move next door to November. This was just a few feet away and we were able to do this in about 10 minutes so no real problem except that the room wasn't quite as nice and spacious.

The food.
We thought that this was very good for the price paid. They certainly made a real effort and everything was fresh, hot and nicely presented as well as interesting. One of our friends needed gluten and lactose free meals and I was very impressed with the effort taht was made to accomodate her needs. The chef came and spoke to her personally at the table, asked what she fancied and then made up special meals for her. She was able to enjoy the food without feeling left out.

The service.
Breakfast times were busy and staff did sometimes forget what they had been asked for but as we were in no rush and relaxed it was no more than mildly irritating. I did see a few other people with long faces though. When not rushed off their feet they were very pleasant and eager to please. Steve in the bar was excellent and got all my cocktails right so that made me happy. The reception staff were very pleasant. In fact I got the distinct impression that someone at Hilton has been reading the reviews on here as they seemed to be making a real effort to please.

Cost of drinks.
This has been often commented on but I don't know where all those that have complained about this are used to drinking but we did not find the prices to be exceptionally high. It is never cheap to drink in hotels and the Puckrup Hall was no different.

Ok this wasn't a top of the range boutique hotel but for a relaxing weekend away with some friends it was perfect for us.