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“Don't get lost in the crowd”
Review of Ellenborough Park

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Ellenborough Park
Ranked #4 of 23 Hotels in Cheltenham
Certificate of Excellence
Reviewed 19 May 2014

We arrived on a Sunday with great anticipation. I will tell you upfront that when you have a price point of $700 a day, five star amenities and service should follow. The hotel is an architectural beauty. Buildings built over a period of three hundred years flawlessly integrated into a campus style setting. All the rooms are nicely appointed in tradition style.

We were looking forward to their 'fine dining" the night of our arrival, but we told the only thing available was the bar (Brasserie) dining room. The menu is limited but serviceable.

The next morning we were pleasantly greeted by a heated marble floor in the bath. The hotel has a 'boot room' were you can get a jacket or boots for walking the Cotswolds.

Much to our surprise, the hotel does not have a fully staffed concierge desk. When you ask for help, you are turned over to who ever is available. He or she may or may not know what they are doing. One young man was very helpful with maps a full directions. But the next day when asking for directions to a town some twenty miles away, a hand was pointed towards the front gate with the words "turn left and go straight". To me, this is a fatal flaw. A five star hotel should have a fully trained concierge.

By Monday night we were fully geared up for "fine dining", but they were closed that night as well, so we ended up in the bar.

Come Tuesday we were sure our night had arrived. We were informed that they had 'guests' that night for the dining room and if we wanted to eat it would be after nine PM. Eating after nine is too continental for us, so we went to a local pub. When I tried to takes the issue up with the manager he said "that is why we tell our guest to book dining reservations in advance". We received no such warning. The hotel was packed with a large business group and I understand the hotel giving deference to them. Fatal flaw number two. Having sixty-two rooms with only forty-three seating capacity in the dining room is asking for trouble.

The next night we had our 'fine dining' and it was first class. The manger (Mr. Hanna) was kind enough to buy us a round of drinks because of our troubles from the night before.

The hotel gives the impression of being under staffed. Our soap and tissues were never refreshed from the day we arrived. By the last day my wife and I were sharing one small bar of soap between two sinks and a shower. I know we could have called for more soap, but really, these things should be taken care of by the day staff or during turndown. Our impression of the Spa was that is was a two man operation. The day we left the person who delivered coffee to the room was the same person who helped with the bags and checked us out.

We came to this part of the world to walk the Cotswolds. The hotel location is near the City of Cheltenham. It is large and commercial with none of the charm the Cotswords are noted for. The hotel is away from just about everything, so you will need a car to take you where you want to go. Next time I'll stay in a small city such as Broadway were you can walk to local shops and restaurants.

If you can find a time when the hotel is not crowded, I sure you will have a five star experience. But for us, five stars was not meant to be.

  • Stayed: May 2014, travelled with family
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1  Thank Gary A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EllenboroughPk, General Manager at Ellenborough Park, responded to this reviewResponded 23 May 2014

Thank you for taking the time to write your review and your very kind comments on the architectural beauty of the buildings and our room style.
We include in our communications that The Beaufort Dining Room is closed on Sunday and Monday evenings. This is also listed on the website so I am very sorry that you were disappointed on this occasion. We are delighted that your expectations were met regarding The Beaufort Dining Room and you found your experience first class.
I apologise for the soap issue in your room. It is our procedure to always replenish items and I will investigate why this did not happen on this occasion.
I hope to welcome you back in the future to the hotel.
Kind regards
John Hanna
Ellenborough Park

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854 - 860 of 1,368 reviews

Reviewed 18 May 2014

I have visited Ellenborough Park before for dinner and afternoon tea - both of which were excellent. The Spa however is disappointing. Very small with a small jacuzzi, steam room and sauna. There were six people using the spa when we were there but only four loungers so not the most relaxing experience. The treatments were lovely though and our cream tea which we got as part of the package was delicious.

  • Stayed: May 2014, travelled with friends
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3  Thank primada
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EllenboroughPk, General Manager at Ellenborough Park, responded to this reviewResponded 23 May 2014

Thank you for the review of your time at Ellenborough Park and it is lovely to hear you had excellent dinner and Afternoon Tea experiences. It is also lovely to hear you enjoyed your treatments and cream tea. We shall raise your issues with The Spa with the relevant people and will take into consideration the possibility of more seating in The Spa for busier times.
We hope to welcome you back again soon and enjoy The Spa to its full extent.
Kind regards,
John Hanna
Ellenborough Park

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 May 2014

What an absolutely lovely hotel. The staff are some of the best we have ever experienced in England, the charming young waiters being directed by the more senior staff.The food in the dining room was excellent although rather slow ( 80 mins to have the main meal ) I often have trouble with 'fine dining ' but the chef was fantastic and I had a wonderful meal.The food in the Brasserie was also excellent
The hotel is beautifully set, the rooms big and clean and the lounges and dining room perfect .
We used the small Spa late on Saturday afternoon and it felt like there had been so many guests the few staff were not coping. There were no robes and it was very untidy.
When having a treatment there was a constant banging of doors and chatter in the corridors
so there was no chance to relax into the treatment.
A super break but perhaps get some soundproofing in the spa

Room Tip: There are plenty of choices of rooms , the main house has large old rooms, then there are further n...
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  • Stayed: May 2014, travelled as a couple
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1  Thank Fiona B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EllenboroughPk, General Manager at Ellenborough Park, responded to this reviewResponded 23 May 2014

We are delighted to hear you thought the hotel was absolutely lovely and that you thought our employees were the best we have experienced in the country. It is also lovely to hear you were able to experience and enjoy the food in both restaurants.
Thank you for your comments on The Spa, we shall raise these with the relevant people and ensure we look at what we can do to improve guest experiences. I apologise for the noise during your treatments and will seriously consider options to soundproof parts of The Spa.
We hope to welcome you back soon to the hotel and enjoy The Spa with its usual high standards.
Kind regards,
John Hanna
Ellenborough Park

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Reviewed 14 May 2014

We gave visited this twice now with friends and been amazed birth times on the service and quality of beautiful building .
Afternoon tea here us a must for a special occasion or just an excuse to catch up with friends in style. The staff are very friendly and know his to serve and look after you throughout making the experience very special.
Afternoon tea comprises of selection of mouth watering sandwiches , cakes and scones , and a huge selection of teas, you can also finish it of by having a glass of champagne .. Why not I say.
Give thus beautiful place a go you will not be disappointed.

  • Stayed: May 2014, travelled with friends
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1  Thank STOURBOY
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EllenboroughPk, General Manager at Ellenborough Park, responded to this reviewResponded 23 May 2014

Thank you very much for your kind comments about your Afternoon Tea experience. It is lovely to hear you were amazed by the service and quality of the property. We are very proud of our Afternoon Tea and agree with your point that it is often best with a glass of Champagne.
We look forward to seeing you again here soon and hope you are able to enjoy either restaurant in the future.
Kind regards,
John Hanna
Ellenborough Park

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 May 2014 via mobile

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.

Stayed: May 2014, travelled on business
4  Thank Sharon E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EllenboroughPk, General Manager at Ellenborough Park, responded to this reviewResponded 23 May 2014

Thank you for your kind comments on your welcome to the hotel and the rooms we have. We are very sorry you felt there were a few issues whilst you stayed with us, please do contact us privately and I will be happy to discuss these further with you.
We hope to welcome you back in the future and will ensure your next stay will be up to our usual standards.
Kind regards,
John Hanna
Ellenborough Park

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Reviewed 12 May 2014

I recently booked a 1 night stay with spa treatment. Fabulous hotel. Started with a superb lunch. Rooms in the oldest part of the hotel was great with little touches that made it a 5 star experience. For example a proper cafeterie, real milk in the fridge (not the awful UHT). The next day we stayed on into the afternoon and the hotel allowed us to store, ice and then drink some champagne we had brought and couldn't take back. Excellent service - in particular Daisy at reception who did everything to get a taxi a short notice, organise the wine bucket and afternoon tea outside. The spa treatments were good - a bit pricey perhaps ? One area of improvement was the breakfast which was disorganised, slow and in the end not of great quality for such a 5 star place

  • Stayed: May 2014, travelled as a couple
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Thank mazff
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EllenboroughPk, General Manager at Ellenborough Park, responded to this reviewResponded 23 May 2014

Thank you for your review and lovely to hear you found the hotel classy luxury with great service. We think our special touches make the difference, especially the small ones like real milk for a good cup of English breakfast tea. We are delighted you were able to enjoy Afternoon Tea outside and you thought Daisy on reception gave excellent service. This is lovely to hear and we will make sure we pass on your kind comments to her. I apologise you found breakfast service disorganised and shall investigate as to why this was the case on this morning. We always want to make sure our guests have a perfect experience from start to finish and will ensure this is the case when you return in the future.
Kind regards,
John Hanna
Ellenborough Park

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Reviewed 11 May 2014 via mobile

Rooms in the main part of the house are fantastic, beds comfy, everything spotless, just as you would expect it to be! Having stayed here a few times on a dbb package we have always enjoyed ourselves and look forward to returning. Food is delicious :)

Stayed: May 2014, travelled as a couple
Thank xvanillaskyx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EllenboroughPk, General Manager at Ellenborough Park, responded to this reviewResponded 23 May 2014

Great hearing you love staying here and found the main house enjoyable. We always enjoy hearing of return guests enjoying every stay they have with us and especially when they are able to enjoy the restaurants as well.
We look forward to seeing you again soon.
Kind regards,
John Hanna
Ellenborough Park

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Ellenborough Park

Address: Southam Road, Cheltenham GL52 3NJ, England
Region: United Kingdom > England > Cotswolds > Cheltenham
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Cheltenham
#1 Romantic Hotel in Cheltenham
#3 Luxury Hotel in Cheltenham
Price Range: £126 - £287 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Ellenborough Park 5*
Number of rooms: 61
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Also Known As:
Ellenborough Park Hotel Cheltenham

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