My boyfriend and I booked a Groupon at the Brooklands hotel after ignoring the few bad reviews in favour of the good. The first impressions were fantastic, beautiful building, beautiful lobby and the restaurant was fantastic... unfortunately the rest of our stay was appalling.
The room we were staying in had a layer of dust where it had been unoccupied for so long, however the mugs were stained with the previous occupants' coffee. The runner on the bed was covered in fluff, the bedside tables had sticky residue on and the welcome book was in pieces. The gentleman from housekeeping was fantastic and wiped the surfaces, replaced the mug and we just tucked the runner away. He mentioned that the state of our room would be passed on to management so we awaited a response from them that never came.
The spa was as advertised, however does not open at 9am (it was 9.30 before it was set up) and the sauna and steam room were still not fully heated at 10am.
After checkout, with a surly receptionist and still no management presence, I emailed the Brooklands Hotel with a summary saying how the restaurant and spa facilities were good however the basic amenities were disgraceful. I received a response from Marco, the manager, stating how they usually have good feedback and we should have taken the opportunity to speak to a manager. This was not a satisfactory response, so I emailed yet again outlining my disgust at his flippant reply and how filthy the room was.
Marco then called me. He stated that the room was deep cleaned after we left as it was not satisfactory, that I should have told someone at the time, and that if I did not want to stay again at the hotel that was at my digression - and no compensation would be offered. He then hung up on me.
Please take my advice, if you have a clean room and polite staff here your stay will be a good one - however if you have an experience like ours it will be horrific. The manager comments on the bad reviews are likely to be untruthful, and I would trust those with the negative comments over Marco.
- Official Description (provided by the hotel):
- Located in the stunning county of Surrey, just 20 minutes from London and standing where the world famous Brooklands race track once reigned supreme during the 1920s and 30s. The Brooklands Hotel takes this iconic inspiration to deliver a new kind of unique experience. ... more less
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- Also Known As:
- Brooklands Hotel Weybridge, Surrey