Rated 3.9 out of 5 by 225
Rated 5.0 out of 5.0 by Mutley1971 Great location and extremely pleasant and friendly staff
Having booked three rooms for a long weekend, I couldn't wait to celebrate my birthday with family. We were not disappointed!
The hotel was in a perfect location to suit all guest ages, from river walks and boat trips to the shops, theatre and restaurants. Having said that, we didn't eat outside as the a la carte menu and service in the hotel restaurant was so good and reasonable that we all decided to eat there every evening. Mind you it was only on the last evening that we were told IHG card holders get 20% off their restaurant bill - never knew that in all these years I've been an IHG member.
Lovely pool and jacuzzi (my 4 year old son was disappointed he couldn't go in the jacuzzi due to age restrictions/health and safety but that aside we all had a wonderfully relaxing time. He was happy splashing in the pool.
The restaurant staff were very attentive, albeit service was a little slow but we were in no hurry. The reception staff were so helpful and friendly. Extremely knowledgeable and they even remembered my name the next day when I asked them about reserving a table in the restaurant - it's the little things that matter and that impressed me, especially with the number of guests they had checking-in and out of the hotel.
The only grumble was that our rooms were on the first floor and being the festive time of year, Corporate Christmas parties were held on both the Friday and Saturday evenings. The music was so loud that when in bed we could sing along to the words of each song! Frustrated at not being able to sleep, we turned it into a game to see if we could guess which song the DJ would play next - sleep came in the end but in the early hours of the morning. Would have preferred our rooms away from the music or on a higher floor. That's the only downside to our fantastic weekend.
We will definitely be returning next year for a summer birthday celebration!
December 5, 2013
Rated 4.0 out of 5.0 by echjb Great location & services
The hotel public areas are newly refurbished to a high standard. Clean and contemporary. Easy to find and located centrally near to shops, bars and restaurants. Staff were friendly and helpful. Food was really nice in the main restaurant. Would recommend for anyone staying in the area.
December 5, 2013
Rated 5.0 out of 5.0 by dpp576 Stratford upon Avon
Staff are always friendly and helpful. Recent refit of the bar has improved things. I understand they are to upgrade the rooms soon which should make it a great place to stay.
November 29, 2013
Rated 3.0 out of 5.0 by Wakeyyorkie Some Good - Some Average/Poor
Stayed for 2 nights, Friday and Saturday and have been here before some time ago. Used a s a base for the NEC car show.
Arriving at 9.30pm the receptionist was pleasant but she blamed the computer system for the 5 minutes it took to find our booking. Then off to our room. The door of which looked like the drugs squad had just been there, what a disgrace. Into room and it was a twin and we have never ever asked for a twin. Had a look around and noticed a dodgy hair on the bath. Nice.
Partner goes down as I'm trying to book somewhere else if we cannot be moved. After an eternity she comes back to say we are moving room. It seems the hopelessly slow computer system was to blame for the 10 minutes she was away. Another party of around 10 were also having problems it seems.
New room, a double, was much better although the odd cobweb, rising damp on the outside wall and black mould around the bath are not what to expect in a 4 star hotel.
Going to the bar for a bar meal, found the staff here very pleasant and helpful throughout our stay. Passing a member of reception in the corridor we smiled but no response. All the cleaners and other staff very nice and always said hello.
Bar food was really good but choice of bitter was poor, just the one and no well known brands such as John Smiths which surprised us.
Despite numerous functions each night we never heard a thing and had 2 very quiet nights sleep. The new bar area and reception are very agreeable, so it is to hoped the rooms will get the same attention.
Check out was fast though, no pleasantries such as 'did you have a nice visit?' or 'your rewards points are taken care of' or 'hope to see you with us again' etc. No mention of Rewards Points which seems to be the norm for this hotel chain especially when using trainees.
November 21, 2013
Rated 4.0 out of 5.0 by Longhair Let down a little
We had stayed at the hotel in August whilst the changes to reception,bar etc. were in hand and came back together with friends after enjoying a pleasant stay the first time around. We were looking forward to seeing the difference and we were not disappointed. Everything was, as our first visit, excellent; the new reception area is open and bright, the bar area, small but compact and comfortable with lovely views over the river. Rooms were clean and comfortable with plenty of space and all staff were friendly, helpful and professional.
There were however a couple of points: 1. It was cold in the bar area, heaters had been supplied but it was still cold and we have only just started with Winter. 2. Again in the bar, tables had not been cleaned after the departure of previous guests and after asking for an ice bucket to be removed and the table wiped down it was taking so long we did it ourselves. The bar staff to be fair appeared busy but what would it be like if the place was full? I doubt they would have coped. I would like to think these are just teething problems in the new area, it would be a shame to ruin what has been a lovely transformation.
November 20, 2013
Rated 4.0 out of 5.0 by Yellid Stay on Thursday Nov 14-one night only
We arrived before actual check-in time of 2:00p.m. but was checked in by a very polite and courteous receptionist.
The entrance foyer, bar area and restaurant had been refurbished since our last stay in July 2013.
Room 2012 was comfortable, but decor was tired and needed a makeover.
The newly refurbished public areas were quite cold, and heating was provided by rather utilitarian, industrial looking heaters.
We did eat in the restaurant in the evening. However we did have breakfast which was acceptable in view of the fact that we were charged only £5.00 each for it.
November 18, 2013
Rated 4.0 out of 5.0 by AMW61 Refurbishment Works
Really enjoyed the new look to restaurant and reception. Room was good.
November 14, 2013
Rated 1.0 out of 5.0 by wooksw88 Poor air-conditioning and poor working attitude
I checked in on 4th November, it was pleasant to know that I was upgraded to executive room 1005. When I go up to my room - it was miles away from the lift :-(.
I was back in my room after dinner about 8pm and noticed that the air-conditioner in the room does not provide heating. Call the front desk and immediately she apologized as if she knew the problem. She 'checked' and said that no other executive room available - the Hotel will provide "Heating Fan". I was not happy !
About 9pm the alarm went off ...it was extremely disturbing. I got upset and demanded to talk to the duty manager. She said it was a false alarm. I then complain about the air-conditioning problem. She said she will check if there are suites available. She found one 2081. My wife and I went to check it out. It is a very big and nice suite - just that has very odd configuration. The toilet and bath room is not within the room, it is more like outside in the hall. There are too many adjointing doors - my wife was not comfortable with the room. So we decided not to move.
Duty manager promised me that the air-conditioner shall be fixed the next day. Well it was fixed. When we got back to the room at 6pm. The air-conditioner was blasting - the room was hot like 30 degrees ! I turned it off to cool down the room. Afte 30 min I turned it on at 20 degrees and low - it was still providing very hot air and cause the room to be very hot. WE had no choice - but to off the air-conditioner and use the "heating fan"
Due to the in-consistent heating in the room for 2 nights. I caught a cold and turned to flu when I arrived at Windermere!
For the next 3 days I had to take FLU medication and my holiday was a disaster !
I am unhappy with the Hotel because
1. As it is winter already - there should be engineers on duty to fix the air-conditioner when I reported the problem at 8pm.
2. The 2nd day when the engineer fixed the air-conditioner - they should check the -thermostat ! make sure the temperature setting works !
How should a PLATINUM member be compensated for such a POOR experience at your hotel ?
1. Hand towel - only 1 during the first night, and it disappeared on the 2nd day. NO hand towel at all.
2. Water Glasses - 2 during the the first night, disappeared after house keeping clean up the room.
3. When request for house keeping to bring back the water glasses, she brought 2 wine glasses instead. :-(
This is the worst experience I have had with IHG. Not only the 2 nights were not comfortable, it ruined my holiday because of the FLU!
I wrote the above to the duty manager - unfortunately for the past few days there were no response.
November 9, 2013