Booked in for a two night stay, and writing this on my final night here. Really sad to report that the service levels in this hotel seem to have gone backwards and a definite "laissez faire" attitude from many of the staff we encountered, with the exception of room service. Being made to wait seems to have become an art
We arrived on the Jubilee Tuesday at the allotted check in time, only to find our room not ready, and were asked to wait. After an £11 pot of Tea, The room we were given (and not shown to like last time) stank of cigar smoke (strange for a non-smoking hotel) and immediately back to the reception to ask for a room change. Whilst some apology, no immediacy given to find a new room for us, and so made to wait for a hour. Was surprised that nothing was offered in way of an apology and whilst I appreciate the "we have been busy because of the jubilee weekend" is it really my problem?
A lot of the rooms seemed to be taken up on the Ground Floor by Team England football, and so to get to any of the facilities meant a detour for the general guests, as clearly we were not acceptable enough to walk through the ground floor corridors. I can understand if they were royalty, but they aren't and a lot of guests I encountered seemed to remark the same.
Finally a new room given to us and of the usual good standard, until we found half the items in the room were missing, so hoped this would be recitifed at turn down service. Although turn down service now is not a standard part of the affair at The Grove. So room wasn't rectified - somewhat frustrating. Seems a shame for a hotel that (used) to have such high standards.
The following morning I made my feelings known to reception, in fairness some concern shown, and an "invesitgation" conducted, however, for a hotel of this calibre the aforementioned feels inexcusable - I would expect it of a premier inn or maybe even a hilton, but not of a hotel of this class. Whilst a token bottle of wine was presented this afternoon, I do feel its a little bit of too little, too late.
Meals at The Glasshouse were the usual great standard, as were The Stables, although I found the latter to be a little on the expensive side for the standard of fare offered. The Sequoia is its usual fantastic oasis of calm and tranquility, made better as it has a strict adults only policy!
Would I return? Probably, if there is some re-assurance given that the level of service get back to the excellent standard I know The Grove can do. It seemed to me that the usual abundance of staff was somewhat lacking. Come on The Grove, get back to being brilliant, I'd love to come here for Christmas, but am somewhat non-plussed after my stay.
- Also Known As:
- Grove Chandlers Cross
- Grove Hotel Chandlers Cross
- The Grove Hotel Hertfordshire, UK
- Official Description (provided by the hotel):
- The Grove, London's country estate, is more than a five-star hotel. Set in 300 acres and only 18 miles from central London, the former home of the Earls of Clarendon is also a luxury 18-hole golf resort, a fabulous spa and unique venue for meetings, weddings and celebrations. Also included in The Grove's extensive facilities are three restaurants including Colette’s, awarded three AA rosettes. A 4acre Walled Garden with urban beach, tennis courts and outdoor pool. A selection of bike and jogging trials to enjoy with complimentary bike hire; and Anouska’s Kids’ Club, graded outstanding by OFSTED makes The Grove a parent and child-friendly resort. Lovingly restored to stunning effect, the property fuses contemporary design and original period architecture with exceptionally caring and professional service. We look forward to welcoming you soon. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Booking.com, Splendia, Hotels.com, LHW, Travelocity, Agoda, Orbitz, Otel and Tingo so you can book your The Grove Hotel reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.