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“Excellent set-up - but need to improve standards”

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Macdonald Elmers Court Hotel & Resort
Ranked #4 of 7 Hotels in Lymington
GreenLeadersSilver level
London
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Excellent set-up - but need to improve standards”
3 of 5 bubbles Reviewed 6 September 2010

My wife and I booked an executive room for 4 nights in August 2010. We have two young children, who loved the hotel and all the facilities. I am not concerned with dated decor, but I do want cleanliness, particularly in swimming pools and other facilities. Regrettably, like too many places in the UK, the standards of cleanliness were not good enough - the indoor pool in particular needs to be more regularly cleaned, and footbaths installed to stop people bringing dirt in to the poolside. We are thinking about investing in a timeshare property here, but we are hesitating; the hotel is in an excellent location, we had good food at Sails, we had reasonable service (if a little bit cold and impersonal, and on noting at the end of our stay that we thought that the indoor pool was not maintained / cleaned well enough, we received excuses rather than an acknowledgement), and it is a great place for small kids. If I had some sense that there was a focus on standards and on the customer experience I would proceed with a timeshare; as it is, I am having some doubts at the moment (also readin other reviews) as to whether there is this focus. The strange thing is that these are very easy things to get right, so the management needs to recognise the issues and deal with them to make this hotel / resort beyond criticism on these grounds.

  • Stayed August 2010, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Fudd7000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ElmersCourt, Public Relations Manager at Macdonald Elmers Court Hotel & Resort, responded to this review, 29 September 2010
Thank you for your response left on the Trip Advisor website, you have taken onboard your valid points which have been passed on to the relevant departments and will be used to support existing training in those departments.

We do hope that on your return you will notice a marked improvement to, and see that your comments have actioned upon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,459 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (221)
Date | Rating
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English first
Lymington, United Kingdom
1 review
5 of 5 bubbles Reviewed 3 September 2010

Fantastic service. Our day went without a hitch and we were looked after like royalty. I would highly recommend this hotel for that special day. Beautiful location and a great team of people.

  • Stayed July 2010
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank emmapink036
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ElmersCourt, Public Relations Manager at Macdonald Elmers Court Hotel & Resort, responded to this review, 29 September 2010
Thank you for your feedback and renewed congratulation on your wedding celebration, it is always a delight to hear that our team excel our guests expectations , your comments have been passed to the team involved and we look forward to welcoming you back to us in the not too distant future.
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Lancaster, United Kingdom
1 review
4 of 5 bubbles Reviewed 2 September 2010

After reading some of the reviews on this hotel I was a little worried what I was going to find.
On our visit, in late August we had a wonderfull stay and will be returning soon. The grounds the hotel are set in are fantastic and the outdoor pool was a nice touch and I made good use of it every morning, a great way to wake up. The indoor pool was busier but still well presented and clean.
My partner and I both had some spa treatments and must say the therapists Faye and Charlotte were both very atentive and even altered their treatment routine to suit my needs.

My room was clean and tidy, although I had problems with the television which were fixed when reported.

The hotel is in a fantastic position right on the edge of the beautiful New Forest.

  • Stayed August 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank wishuwerehere086
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ElmersCourt, Public Relations Manager at Macdonald Elmers Court Hotel & Resort, responded to this review, 29 September 2010
Thank you for such positive feedback left on the Trip Advisor website, we are so pleased you enjoyed your stay, once again your feedback will be passed on to the teams involved to help with Staff Moral.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Essex
Level Contributor
25 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
3 of 5 bubbles Reviewed 30 August 2010

We booked a 3 night break at Elmers Court Hotel direct by the Macdonald website. Our package included breakfast and evening meal and as the website suggests we reserved our table in the Waterford Restaurant for the duration of our stay.

Our bedroom was spacious with a separate kitchen area which included tea and coffee making facilities and a small refrigerator. The bathroom was very spacious and well maintained. The cleanliness of the hotel bedrooms, restaurants, grounds, and spa was of a high standard.

Guests on a dinner bed and breakfast package are only able to choose from dinner items marked with an asterisk on the menu. You are apparently allowed £25 per person for dinner. However, if you order above this, the balance is charged to your room. To be fair this is pointed out to you BUT at the end of the meal on presentation of the bill. We were not at any time given the option or told that we could have had dinner in the Sails Brasserie and how the pricing for that worked. Again, we have tongues in our heads but this is bog standard stuff which should be explained to you at the start of the break.

The service was painfully slow in the Waterford restaurant. There were 2 weddings while we were there. Was this too much of a coincidence? There was a severe shortage of staff we felt in both restaurants.

Our dinner menu was exactly the same for 2 of the 3 nights. It was overpriced and there was very limited choice. I ordered the steak dish (£29.95!!) on 2 consecutive nights; one came automatically with a vegetable the other night for some unknown reason didn’t.

On check out we were overcharged by more than £40. It was rectified when we queried it.

My experience of the spa treatment was fine. My only comment as made by others is that the hotel needs to make up its mind whether to be hotel, a wedding venue or timeshare resort.

  • Stayed August 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank loopyloo083
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ElmersCourt, Public Relations Manager at Macdonald Elmers Court Hotel & Resort, responded to this review, 29 September 2010
Thank you for you feedback left on the trip advisor website, feedback such as your is always useful to help improve our customer experience of the resort. Your feedback will be passed to the relevant teams to aid with their training.
We do hope that you will come and stay with us again, and give us a chance to show that we have taken on board your comments.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Fareham
Level Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
1 of 5 bubbles Reviewed 29 August 2010

My friend and I organised a spa day of mini treatments for £65 each to include a 2 course lunch and access to the spa area. The day started badly when we were greated by the Cleaner, who although helpful, escorted us to the Spa with dirty cloth and cleaning fluid in hand. We asked to use the ladies which were filthy, with detris behind the pan, wee on the floor and a build up of peices of toilet paper. everywhere Not a good start.

The jacuzzi was very cold, fed from water from the pool itself; the treatments were only 10 minutes long, but advertised as 30 minutes each, the relaxation room was dishevelled, and unhygenic as customers shared towels to rest their feet on the beds. We were given access to a plastic jug of tepid water and although we ordered a tray of tea it never arrived. A day of dehydration welcomed us!

Lunch at the Sails Bar was a complete dissapointment, my nachos were cold, had clearly been made for several hours and contained, tomato ketchup instead of a salsa sauce, irredescent and gluppy guacomole and some dried out sour cream. My main of Ceaser Salad with salmon was slathered in salad cream, had accompanying squares of brown bread toast and lettuce. Nothing else. The Salmon was completely overcooked and dry and the skin unremoved. My friend ordered the Steak Sandwich which was made up of 3 slices of floppy brown bread and some strips of stir-fry steak. We shared our dinning area with an abandoned Henry Hoover and a waitress who when notified discretly that the starter had been unsatisfactory muttered something under her breath and abandoned us too.

The treatment rooms were adequate although each decorated with a plastic flower which was shoved behind the radiator as the treatment began. The staff were not at all passionate or motivated to do their work and made inappropriate comments such as "Did you know you've got really big, bulging veins on your forehead" The outside pool area was lovely, although we were unable to use the pool as it was unheated, fair enough though in the British climate. However all around us was the pandemoniam of change over day at a Holiday Camp.

In these times of great economic difficulty it is a big decision to spend £65 on yourself. Where did this money go though? We spent the day with other spa customers who had paid a lot more for their time, yet had the same inadequate experience as us. Elmers Court did not earn the right for us to spend our money with them and we will never go back.

Stayed August 2010, travelled with friends
Helpful?
Thank MydogDarceyandI
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
mjh1972, Public Relations Manager at Macdonald Elmers Court Hotel & Resort, responded to this review, 31 August 2010
Thank you for taking the time to leave your comments on the trip advisor website. We were extremely concerned to hear about your experience. Please accept our apologies for the less than satisfactory service you received. We will be using your comments for training purpose in the respective departments you mentioned.
Regarding the Spa pool as it is part of the pool itself it is fed from the pool water and is not described as a Jacuzzi.
As described very clearly on our website and literature we are a Resort and, especially at this time of year, are delighted to welcome families which make full usage of our extensive range of activities. However this should not hinder in any case the experience of our Spa guests.

Although we appreciate the numbers of issues on that particular day we can assure you that these were isolated incidents and, if you would be prepared to, please do not hesitate to contact us directly as we would be delighted to discuss these issues further at your convenience.
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Bath
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
4 of 5 bubbles Reviewed 27 August 2010

Had a short break here with kids, hotel has great facilities indoor and great outdoor pool, room was large and clean. Great access to the New Forest via the train 2 mins away. Lovely gardens and lots for the kids to do. Only negative was Sails brasserie. Service was poor at dinner, vege option was unavaiable both nights Chef attempted to do something with pasta which was very poor. Could also here the chef complaining about customners from the kitchen.

  • Stayed August 2010, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JXSBath
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
london
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed 22 August 2010

This Hotel needs to decide whether it wants to be a holiday camp/timeshare or a Hotel because it doesnt work trying to be both.
We stayed outside the main hotel in one of the family rooms. The room was very nice althought the bathroom window had no blind near the shower allowing outsiders a view in (although the window was frosted glass). The tv was poor, channels 1-4 only, in this day and age of cheap tv's with freeview this is really poor.
The quality of food at both restraunts was excellent. However the service in the Waterford (a la carte fine dining) was painfully slow. There is a major difference to a no rush dining experience but beleive me this was painfully slow. And no excuse as the restraunt was only a quarter full. The other gripe is notices about this restraunt not allowing jeans/trainers etc. One evening in there was a large party wearing jeans and haiwian shirts. Total disgrace the hotel allowed this. The other restraunt (sails) was pleasant enough but its open plan dining experience offered the us the chance to enjoy sky sports (something we couldnt see in the room though i guess) and watch the hotel timeshare staff discuss business with potential customers over a drink in the bar.
This felt totally like a holiday camp, although as said before the food was excellent and the service in this restraunt was better but not perfect. I didnt find any of the staff friendly and everything felt like it was a real effort for them. It got to the point of not even bothering to ask for things due to the un-friendly nature.
This was summed up by my request at reception for an additional small bottle of shampoo, 'Sorry Sir the cleaning staff have left for the day and everything is locked up'
not quite the response i was looking for or expected.
The hotel grounds are excellent with plenty to do. The outside pool frenquented by timeshare clients looked very nice. The indoor pool was ok, although the amount of chroline in the pool was excessive.
To sum up , we have stayed at other mcdonald hotels but certainly would not stay here again. The price is way overpriced and the holiday camp feel was a major let down. If your looking for a quality 4 or 5* hotel then this isnt it sorry.

  • Stayed August 2010, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank vertigo69
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
mjh1972, Public Relations Manager at Macdonald Elmers Court Hotel & Resort, responded to this review, 25 August 2010
Thank you for your feedback left on the Trip Advisor Website. We were sorry to hear that we could not meet your expectations on this occasion. The Macdonald Elmers Court Hotel & Resort Which is rated as a 3 Star by the AA, consists of 42 hotel rooms & 54 apartments on the same 23 acres site, our website is extremely clear about the Hotel accommodation being away from the Manor house. The vast majority of our guests found the array of leisure activities, which are both available to hotel and timeshare guests, a great asset to the Resort.
Regarding the current TV settings we have communicated this feedback to the Macdonald Senior management team for review before further planned refurbishment.
Please accept our apologies for the delay in service you experienced in the Waterford Restaurant. Although we do advise our guest of possible waiting time as our dishes are composed of seasonal fresh product which are prepared on clients order, we have discussed at length your comments to ensure of no recurrence of objectionable delays.
As published in our room directory as well as on our website “The Dress Code for the Waterford Restaurant is Smart Casual Wear. T-Shirts, Shorts, Trainers and Flip Flops will not be permitted” This is to help the general ambiance of the restaurant, making the Waterford restaurant experience a more special occasion, I am therefore, sorry to hear that you were offended by the “colourful” dress code of the other guests on this occasion.
Your comments on the staff’s friendliness is disappointing, and I can assure you that the vast majority of our guests comments are usually complimentary of our team attitude here at Elmers Court, however all of your comments have been passed to the relevant departments, for further team training.
I can assure you that these were very much isolated incidents and although we were unable to meet your expectations I hope this has not deter you from using other Macdonald establishment. Thank you again for your feedback as it is comments such as yours which unable us to consistently improve our services to exceed our guest’s expectations.
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Additional Information about Macdonald Elmers Court Hotel & Resort

Property: Macdonald Elmers Court Hotel & Resort
Address: South Baddesley Road, New Forest, Lymington SO41 5ZB, England
Region: United Kingdom > England > Hampshire > New Forest > Lymington
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free Parking Kitchenette Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
Ranked #4 of 7 Hotels in Lymington
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Macdonald Elmers Court Hotel & Resort 4*
Number of rooms: 42
Official Description (provided by the hotel):
Located on the stunning Solent Coast, this New Forest hotel is only 15 minutes' walk from the nearby town of Lymington. Set in a manor house dating from 1820 and surrounded by 23 acres of private grounds, the Macdonald Elmers Court Hotel & Resort is the ideal venue for a weekend break or a romantic wedding in the Hampshire countryside. Swim in the indoor or seasonal outdoor pool, book in for a spa treatment, dine in the elegant Waterford Restaurant or simply relax in the spacious accommodation. ... more   less 
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Also Known As:
Macdonald Elmers Court Hotel Lymington
Macdonald Elmers Court Hotel And Resort
Macdonald Elmers Court Lymington
Elmers Court
Macdonald Elmers Court Hotel & Resort Lymington, New Forest

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