Copthorne Hotel Slough-Windsor

Bed was very comfortable

Two double beds not two single was wonderful

The reception staff were very kind & welcoming. They were a credit to your company

I rarely leave negative reviews, but this has genuinely been one of the most frustrating and disappointing customer service experiences I have ever
encountered.

My family and I booked this hotel specifically because it advertised a swimming pool and sauna. These facilities were a major factor in our decision to book. After paying in full and receiving confirmation of our reservation, we were informed that both the swimming pool and sauna would be unavailable during our stay.

This was extremely disappointing, but despite feeling misled, we decided to proceed with the booking.

Shortly afterwards, our eight-year-old son suffered a serious accident and broke his arm in two places. Following medical advice, we were informed that he would be unable to travel for several months. As soon as we knew this, we requested what I believed was a very reasonable solution: simply moving our booking to a later date.

What followed was days of being passed from one department to another with nobody taking responsibility.

Hotels.com told me to contact the hotel. The hotel told me to contact Hotels.com. Hotels.com emailed the hotel manager multiple times and received no response. Hotels.com then attempted to call the hotel directly and reportedly received no answer. I contacted the front desk repeatedly and was told the manager would deal with it, yet nothing happened. I even requested to speak directly with the manager but was never given that opportunity.

Throughout this entire process, nobody appeared willing to take ownership of the situation or provide any meaningful assistance.

What makes this even worse is the complete lack of empathy shown towards our circumstances. We explained that our son had suffered a serious injury and offered to provide hospital documentation and X-rays as evidence. None of this seemed to matter.

What should have been a simple booking amendment has instead become an exhausting battle that has caused unnecessary stress during an already difficult time for our family.

Even now, after numerous phone calls, emails, promises of responses, and repeated attempts by both ourselves and Hotels.com to resolve the issue, we still have not been able to move our booking.

How helpful the staff were across the whole hotel.
Food was good.

Love your Pina colada

Great location for Legoland
Room service
Nice sized room

Great location for Ascot, Windsor and Legoland.
Staff were so friendly and very helpful.
Overall a great stay.

Jay at the retrouve for the breakfast service gave excellent 5 star service . The food was great and nothing was to much of an ask. Jay went above and beyond and one of the reasons to why I would come and visit this hotel again. We went for drinks at the bar also last night and had some cocktails . I must say that the cocktails were made and could drink one after the other . They are dangerously good and although I didn't get the names of who was working the bar last night they still gave really top quality service. Friendly staff at reception that always says morning or afternoon when you walk past. The rooms are amazing . Cannot fault the rooms at all . Great wifi , decent TV . Comfy beds , good night sleep . Blackout curtains . A reading light near the bed which is a great added extra . Fresh towels everyday . Only stayed here for 2 nights but when I come back to this area this is the hotel I will be sure booking a stay at again. Iron in the room if needed to .

We whenever came London stay this hotel staff very good friendly staff 👍 special breakfast time staff friendly one of staff joy henis very good 👍

Friendly staff, quick Check in

Price

Great food. Ashley was very attentive