My first impression of the hotel was wonderful, we received a lovely welcome from the concierge, a middle aged man in a green padded waistcoat who was confident, calm & very genuine, I'm so sorry I didn't take his name.
The welcome and check in at reception was not as good, rather abrupt, lack of explanation about hotel facilities & options for suggestions or ideas on what we could do whilst we waited for our rooms to be ready.
We ordered teas and coffees and found the waiting staff, food and service to be excellent, this was repeated during afternoon tea & breakfast the following morning. A very genuine, thoughtful, efficient service.
We walked over to the spa to explore the facilities as I mistakingly thought that this was where the pool was located (again lack of a thorough check in and guided tour). We encountered (I booked 3 rooms, a total of five guests in our group) a most inexperienced, rude, abrupt female spa attendant who advised us that we could not look around the facilities & that 'drop ins' were not allowed. This shows very poor training & an inability to manage customer needs. To be referred to as drop in's was insulting and a complete inadequate understating of what we were trying to do. All we wanted was to understand, to see, where the leisure facilities were located and to then make a decision if we wanted to use them. I expressed my disappointment with her attitude and management of the situation and left.
Rooms were superb, beautiful. I have rated this review as excellent as I can put on one side the poor reception service, further amplified, on check out, no one asked me or handed me a questionnaire regarding our stay, no feedback sought, no thank you for staying, very poor.
I suggest that the management team go and visit one of the Firmdale Hotels in London to truly see and experience how customers should be welcomed, checked in and the whole guest experience.
Beautiful hotel let down by key staff.
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- Also Known As:
- Ellenborough Park Hotel Cheltenham