Reserve, by Warner Hotels - Heythrop Park

The staff were extremely rude and unhelpful. This unfortunately spoilt the whole experience for us. Very very disappointing.

I couldn’t fault the property

During meal times some staff were attentive and fulfilled their role in hospitality but I observed that some waiting on staff in the Market kitchen were not. They made themselves look busy but did very little during our time dining there and at busy times this put pressure on other staff but also annoyed other guests who were waiting for service

Tiny bedroom with low rent furniture and a broken sash window that would not shut. Awful food in market kitchen, overcooked and poor selection for a hot summer stay.

The gym wasn’t to the standard expected of five star hotel. Also the swimming pool and the sauna could have been cleaner. Some of the lounge beds were dirty.

Certain members of staff spoke down to us which wasn’t pleasant, young and didn’t want to be there but shouldn’t take it out on guests.

Beds were a little firm for me, but thats a preference.

Customer service front desk very poor, they are unhelpful and never resolved on going issue. There was hot water for the first 2 days of our stay. They never offered any solution, and made promises they could not keep. One of the receptionist was rude and put the on me when complaining. Long ques due to drive through check in...

On arrival we booked a table for dinner, on arrival at the restaurant, Travelling Duke, we were told that service finished at 8, we arrived at 8 as per our instruction from main reception. We were then redirected to the Market Kitchen, when we then arrived there we were greeted by the same waitress from the Travelling Duke who told us just to take a seat at any table. We did this but no one knew we were there and we had to get up and speak to a waitress to order drinks and then be guided to the buffet style restaurant. This restaurant really did not meet expectations, the buffet food was dry and tough having been under the lights for some time and there was no direction or management of the staff. We also had breakfast here one morning and the same could be said, the coffee was stewed and bitter and the food lacked expectation. We had asked for our room to be made up and fresh towels and despite leaving the sign on the door this was not done and we had to ask when we went for our evening meal for this to be completed. The under sheet on the bed was stained and appeared unclean this was not changed when we asked for the room to be made up. It was difficult to book dinner as I presume everyone was booking the 'best' restaurant and it could not cater for everyone. The spa was amazing but it was a very hot weekend and there were not enough chairs to be able to sit outside which was a shame, a lot of guests were laying on towels on the very hot decking.

On the whole the staff were mostly friendly but there were a couple who were really quite rude and unhelpful, it was a very hot bank holiday weekend so I can understand that working in those conditions is very difficult however this doesn’t excuse rudeness! I also didn’t like choosing my breakfast and dinner times at the time of booking, we had no idea what we would be doing during the day/evening so this felt like we were stuck when we wanted to carry on with our activities, also our preferred restaurant had no bookings left which meant choosing a restaurant where we really didn’t like the menu options. I suggest you book your options as early as you can to avoid this.

Had to request room move due to smell of sweage in room. Took a few hrs to ger into a new room. This was an anniversary present to my wife spolit by having to move rooms.

Ugly side buildings, huge complex - pictures mainly showed only the manor house

Would have been good to have rentable mobility scooters for elderly to enjoy the grounds / to take elderly up to spa as it was a bit of a trek.
Also would be good to have a schedule put up on a white board of what acts were performing and at what times.

Computer system needs updating, problems with ordering and reservations,

There weren’t enough staff for all the bars and restaurants to be fully manned.