Horwood House Hotel

“Disappointed”

The staff at Horwood House in general, were courteous and friendly. The location, beautiful. The staff at Harry's (main restaurant/bar) were extremely professional, very courteous and friendly. Above and beyond! Michael, Sarah and Dogmara in particularly were extremely kind and attentive. There wer… lisää

The staff at Horwood House in general, were courteous and friendly. The location, beautiful. The staff at Harry's (main restaurant/bar) were extremely professional, very courteous and friendly. Above and beyond! Michael, Sarah and Dogmara in particularly were extremely kind and attentive. There were a couple of others but I did not, unfortunately, catch their names. My friend and I booked a two day Spa Retreat and we have no complaints there at all. The therapists were wonderful. But. We did have a valid complaint about the size of our shared room and the amenities. They were not as we had expected, or as we had seen on the website/photos. We expressed our disappointment and were offered an upgrade, but at an extra cost to the already, more than appropriate price that we had paid. When we declined the upgrade, not wishing to spend more, we were given a voucher for a complimentary drink. It was a tiny token gesture, which felt insufficient. A very small drink indeed. It almost felt like saying to us that we were silly to have voiced our disappointment at all. So. If you're after a beautiful location, nice spa, great food and service at Harry's, you'll be ok. The rest needs to up their game.

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“Disappointing and poor value”

Positives were absolutely lovely staff. In particular Michael, Sarah and Dagmara from Harry's Restaurant. The food was very good, especially the Chargoal grilled prawns! We also had a nice welcome and check in experience . The Spa treatments also very good. Thank you to Leah!! However it was the ro… lisää

Positives were absolutely lovely staff. In particular Michael, Sarah and Dagmara from Harry's Restaurant. The food was very good, especially the Chargoal grilled prawns! We also had a nice welcome and check in experience . The Spa treatments also very good. Thank you to Leah!! However it was the room that let the whole experience down together with the way our complaint was handled. The room adverised as Deluxe was small with an inadequate fan. There is no A/C apparently in this hotel. The website description and photos very misleading. It was similar to a budget hotel such as Premier Inn and we were allocated a room on the Lower Ground Floor down a long maize of complicated corridors in a modern unattractive building. When we expressed our disappointment in a polite way we were offered an upgrade of £50 discounted from £85. We asked to speak to the Manager Leyton who said he disagreed the rooms were basic and not deluxe. He offered the Upgrade again at our expense. We declined so he offered us a Complimentary drinks Voucher. Having realised this was a useless argument and not wanting to spoil our stay, we accepted. When we got our drink it was an insult a miserly 125ml not even half a glass of house wine!! How much would it have cost them to at least given us a decent amount. Do not bother coming here, there are better Spa's and hotels. This Spa did not even have a Jacuzzi and the Pool was tiny.

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“Multiple Follow-Ups, No Refund”

I would not recommend this hotel based on my experience with their refund process. After my stay, I was informed that a refund would be issued, but despite multiple follow-up emails and messages, I still have not received the refund. Communication has been very disappointing, as my follow-ups have … lisää

I would not recommend this hotel based on my experience with their refund process. After my stay, I was informed that a refund would be issued, but despite multiple follow-up emails and messages, I still have not received the refund. Communication has been very disappointing, as my follow-ups have either gone unanswered or have not resulted in any resolution. My stay was on 27th June - today is 9th July. A hotel’s customer service should not end when the booking is completed. Delays can happen, but guests should be kept informed and refunds should be processed within a reasonable timeframe. Unfortunately, this has not been my experience, and it has left me feeling frustrated and ignored. Until this issue is resolved, I cannot give a positive review.

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