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“Poor evening service and staff”

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The Cheltenham Chase Hotel - A QHotel
Ranked #1 of 2 Hotels in Brockworth
Certificate of Excellence
Reviewed 4 August 2014

We regular use the Cheltenham Chase for our work however we had an extremely bad experience on Friday 1st August. No hot food is served but they do have a 24hr menu. It isn't fantastic but we were hungry so 6 of us ordered 6 sandwiches. The hotel was very quiet, we waited 45mins for our sandwiches and when we asked where they were we were rudely told that the guy can't make them quickly and that he has to work round the cleaning staff... it shouldn't take that long to make a cheese and pickle sandwich, especially if you boast a 24hr kitchen. 1 HOUR later our sandwiches arrived - barely any cheese, mostly cheap margarine and inch thick of chutney. No apologies and no explanation. The sandwiches were inedible and the night staff didn't care and did nothing to rectify the situation.

Very disappointed, which is a shame as the morning staff are very pleasant and couldn't take better care of you.
Hopefully the Chase will osrt out their night-time staff and maybe work on their so called "24hr menu" with the one of the reception boys making the sandwiches...

  • Stayed: August 2014, travelled on business
    • Value
    • Location
    • Service
1  Thank Jess T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
General M, General Manager at The Cheltenham Chase Hotel - A QHotel, responded to this reviewResponded 11 August 2014

Dear Jess T
Thank you for taking the time and trouble to post a review on Trip Advisor. I am sorry that you were disappointed by the service and standard of food you received. I can assure you that this is certainly not a true reflection of our normal standards and certainly not what we aspire to.
I have passed your comments on to both the kitchen and nights team and we will be taking immediate action to ensure that our standards are maintained for the future.
Thank you for bringing this matter to my attention. I hope that your stay was otherwise enjoyable and that we may be able to welcome you back to the Hotel in the near future.
Kind regards
Keith Turnbull

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837 - 843 of 1,853 reviews

Reviewed 30 July 2014

We have stayed at more than a dozen, perhaps two dozen hotels in the Cheltenham/Cirencester area over the years, and this hotel, our second stay, is absolutely the best. Very nice, very well equipped rooms, very friendly and helpful service throughout and very good food.

Room Tip: We have had two different rooms, one ground floor, one upper floor, both good. Upper floor might be...
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  • Stayed: July 2014, travelled with friends
    • Location
    • Sleep Quality
    • Service
Thank sacguy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
General M, General Manager at The Cheltenham Chase Hotel - A QHotel, responded to this reviewResponded 5 August 2014

Dear sacguy
Great to hear! and thank you so much for sharing your thoughts on Trip Advisor.
It certainly sounds like you know your Cotswold Hotels from the number you have visited over the years and it's just brilliant to hear that you rate us as the best!
We look forward to seeing you again soon.
Kind regards
Keith Turnbull

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 July 2014

I stayed here 25th-26th July for my wife's birthday. The Hotel is set in lovely grounds with a great location central for Gloucester and Cheltenham. It was impressive as I walked into the reception and the Q room was very nice. Everything was clean and tidy with good decor and a well laid out Hotel. Even the first view of the Hotel building was impressive.
The problems arose on Friday night at the restaurant, in short service fell apart as previously described by others. Very long waits and poor food. The Operations Manager spoke to my wife and I as well as other couples ,apologising and offered some explanations about problems they had had. He fully agreed that service was well below expectation.
My thoughts are it shouldn't have happened but I still believe this is a lovely Hotel. Breakfast service both days was very good with very good staff. The Saturday evening meal was a better experience with just some smaller complaints, again about service.
I will give this Hotel another chance, I do like to think this was a one off problem.
As I said with so many positives about this Hotel I think it is worth another try.There is so much going for it.
My wife had a spa treatment and enjoyed the experience.

  • Stayed: July 2014, travelled as a couple
    • Value
    • Cleanliness
    • Service
2  Thank plan7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
General M, General Manager at The Cheltenham Chase Hotel - A QHotel, responded to this reviewResponded 5 August 2014

Dear plan7
Thank you for taking the time to review your stay and for taking such a rational and fair view of your weekend with us.
We did experience issues with service in the restaurant during your stay and I am sorry that this affected your enjoyment of your stay with us. I hope that you will accept my sincere apologies for any inconvenience caused and my reassurance that we are most definitely taking action to prevents this from re-occuring in the future.
May I wish your wife a belated Happy Birthday and we hope to welcome you back soon.
Kind regards
Keith Turnbull

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Reviewed 29 July 2014

It's hard to rate this hotel as nothing was wrong with our stay; courteous staff, handy location, clean rooms and better than average chain hotel food. However it's certainly a world away from some of the cute boutique Cotswolds hotels. Maybe it's the sheer size of it, the number of large parties or the corporate style patterned carpets in reception but if you want a romantic weekend this is not your hotel. If you are staying with family though, as we were, it is a good base for day trips and exploring the area. Not a bad price and a good solid hotel if you're not fussed about the frills.

Stayed: July 2014, travelled with family
Thank sarahkc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
General M, General Manager at The Cheltenham Chase Hotel - A QHotel, responded to this reviewResponded 5 August 2014

Dear sarahkc
Thanks for your review on the Hotel. You are right in that we are not an old building in a small Cotswold Village, but we pride ourselves on being a quality 4* hotel with all modern conveniences in a great location for exploring the highlights of the Cotswolds.... without the creaky floorboards and resident ghosts!
Kind regards
Keith Turnbull

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Reviewed 29 July 2014

Stayed here Sunday 27/07/14 - 29/07/14 lovely room . Definitely worth having a suite , large , clean and comfortable . Ideally situated for Cheltenham and Gloucester.

Staff at the hotel were all very good, polite and friendly.

Breakfast was lovely , I ordered poached eggs and they were cooked to perfection and husband had an omelette it was huge !

Spa area nice , had toes painted . Done very well by the lady on Sunday. Male staff member at the spa reception with the beard really helpful.

Very shocked on Monday to realise that loads of teenagers were staying with a group called engage for life . But to be fair they were well behaved and did not affect our stay what so ever . Looked up on the internet to see the q hotel were sponsors . Well done Q hotels for engaging with the youngsters.

Food in the evening was nice . Pepper sauce could have done with a bit more kick. Cod in saffron batter was superb, chips ..... Park royal Q hotel in Warrington do real home cooked chips worth copying them.

Overall we would come back again . Q hotels offer good value for money and are if a very good standard.

Room Tip: Suite is worth the extra room 210
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  • Stayed: July 2014, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
Thank susan1warwickshire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
General M, General Manager at The Cheltenham Chase Hotel - A QHotel, responded to this reviewResponded 5 August 2014

Dear susan1warwickshire
Thank you very much for such a constructive review of your stay with us. I'm pleased that you had such an enjoyable stay and I agree with you that the group of teenagers we have had staying at the Hotel have been very well behaved and polite; Had that not been the case, we would of course have stepped in and ensured that our other guests were not affected by the group but thankfully this has not been necessary.
We look forward to seeing you again soon.
Kind regards
Keith Turnbull

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Reviewed 29 July 2014

The hotel is well placed & with a large car park.
The room was a triple which meant it was larger than a double..
First worrying sight was a very small fan placed near the ends of
the beds, bearing in mind the Air-Con was turned on.
Why do hotels allow the Air-Con to be so badly maintained, as July 24th
was one of the hottest nights for a while our stay was completely spoilt.
We were in for breakfast 45 mins after the start time, no yogurt or bread rolls,
the fruit salad bowls were almost empty.
Not a £15 each breakfast!
We had our evening meal at the Toby pub, out of the hotel drive, left turn 5 mins walk
very good food, 2 meals with drinks £20.

Room Tip: Ask if the Air-Con works before booking
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  • Stayed: July 2014, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
Thank Tigbox C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
General M, General Manager at The Cheltenham Chase Hotel - A QHotel, responded to this reviewResponded 5 August 2014

Dear TigboxC
Thank you for posting a review of your stay with us. I am sorry that the air con in your room was not working effectively during your stay and we will look into this to ensure that any fault is rectified for future guests.
Kind regards
Keith Turnbull

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Reviewed 28 July 2014

I spent a couple of days here with 3 friends, a short spa break. Very good value for money, a light lunch, dinner, bed and breakfast included. We also had an hour of complimentary treatments in the spa and access to the pool, gym and jacuzzi. The food was good, the rooms comfortable and in all it was an enjoyable break.

  • Stayed: July 2014, travelled with friends
    • Value
    • Sleep Quality
    • Service
Thank Joy36
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
General M, General Manager at The Cheltenham Chase Hotel - A QHotel, responded to this reviewResponded 5 August 2014

Dear Joy36
Brilliant! I'm so pleased that you and your friends had such an enjoyable Spa Break with us. Thanks for taking the time to post such a complimentary review and we hope to see you all again soon.
Kind regards
Keith Turnbull
General Manager

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Additional Information about The Cheltenham Chase Hotel - A QHotel

Address: Shurdington Road, Brockworth GL3 4PB, England
Region: United Kingdom > England > Gloucestershire > Brockworth
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 2 Hotels in Brockworth
Price Range: £93 - £142 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — The Cheltenham Chase Hotel - A QHotel 4*
Number of rooms: 122
Official Description (provided by the hotel):
The Cheltenham Chase Hotel is situated conveniently close to both Cheltenham & Gloucester and just minutes away from junction 11a of the M5. The Hotel boasts 122 contemporary, air conditioned bedrooms, all with flat screen TVs, tea & coffee making facilities and fridges. Hardy's Restaurant offers fantastic food in a light contemporary atmosphere overlooking the Cotswold Hills, whilst Hunters Bar and Lounge provides a relaxed area in which to enjoy a great range of food and drink. There is an extensive leisure club with great facilities including a pool, sauna, steam room and jacuzzi, a fully equipped gym and weights area and a Spa offering a full range of treatments. Complimentary WiFi is available throughout the Hotel. ... more   less 
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Also Known As:
The Cheltenham Chase Hotel - a q Brockworth
Cheltenham Chase Hotel
Cheltenham Chase Brockworth
The Cheltenham Chase Hotel - A QHotel Brockworth, Gloucestershire

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