Eastwell Manor, Champneys Hotel & Spa

Cold room, had to move wardrobe in order to get to radiator control knob to heat room up. Bed was not a double but 2 singles pushed together with a double sheet and linen. Bar bill was incorrect with an extra round of drinks put on it. Spa area/pool was overcrowded, gym cramped. Lack of plug sockets meaning had to charge phone and laptop on other side of room

The worst was coming home to bites on my arm from god knows what. My partner has a two huge bites on his naval from an insect bite and myself with an insect bite on my arm. I don’t know if this is a bed bug bite or what it is, we will need to monitor the situation and pray nothing has entered our home from the hotel. Hotel was only cleaned once due to me looking for a housekeeper as hotel were not picking up their phone. In 2 nights, they picked up once with the phone just ringing out!
The hotel reception is far from the manor I was staying in which was no problem but no staff picking up the reception phone, one point key stop working for our room and we were in our bath robes just came from the pool and the weather was horrendous. No bed being made without you calling and reminding twice, no easy access to reception, no guidance on how breakfast works or where it is. Told the room location on the first night! WiFi cuts off and again no access to reception. If you want room service, good luck!

Room 300 up an extra set of stairs which were quite steep

Very tired! Lots of work needed internally especially in the rooms, paint pealing of the walls, leaking roof and torn curtains.

We had to pay an additional £15pp on arrival to use the spa. When we arrived at the spa there were no beds, the sound and steam room broken ( since October) and all the pools were freezing!

Happy with everything

We had booked to stay here for one night paid extra to use the spa facilities and also had breakfast included in our stay. When we arrived and went to our room we were disappointed, the bathroom is okay but the light inside the bathroom was filled with dead bugs, the bedroom itself was not representative of the photos and was very old and tired looking, the bed itself was extremely small for a double and the room was very minimal given the price paid. We had booked the spa from 5 pm till 9 pm it was extremely busy and difficult to get a seat around the pool, again the pool did not represent the photos and as we were arriving we overheard somebody commenting on the temperature and reception saying that it would be back up to normal temperature shortly, we were not made aware of this prior to our arrival. The sauna was out of use and whilst we were there the steam room also stopped working. We tried to use the hydro pool outside however it was freezing cold and so you could not get in it and no one else seem to be using it. Ultimately the only thing available to use was the pool and a large Jacuzzi which also was fairly lukewarm. The photos used are definitely from the last refresh and the place does need another refresh again. We decided after using the pool for an hour that given the room and the facilities that we actually would not stay the night and we would return back home, I spoke to a lady at reception in the spa area regarding the facilities she told me that if anything was not up to standard then it would not be open however she’s agreed that the temperature may be unpleasant, I asked if anyone was there to speak to and she advised me the manager would be back in the morning.

Sauna wasnt working

The bedrooms and information on arrival.

Great

What was supposed to be an gorgeous Christmas treat for my Mother ended up being a bit of an (expensive!) disaster and consisted of: a change of rooms due to the toilet being broken after we'd just unpacked; an infestation of ladybirds; I got bitten to death in bed by something that strongly resembled bedbugs (and resulted in us washing and steaming all of our clothes and cases); completely over-inflated prices for a very average meal in the restaurant; slovenly / 'couldn't give a damn' attitude from the Reception staff at the Spa followed by a very lacklustre massage by what felt like a very inexperienced masseuse, and then to top it all off having to chase them for 2 months to get a refund owed.

It's such a shame because I have stayed previously and it was expensive and it was never perfect, but we always came away having had a good time. The hotel is so pretty and the staff do try, but it is so poorly managed. With all of the above I was told that they would investigate and come back to me and with such a potential issue as bedbugs, I expected much more of a response, but I had to chase them every step of the way.

Sadly, even the 'sorry' flowers which were supposed to have been sent to my Mother, (who is 80 years old and now does not want to ever go and stay in another hotel after the 'insect event'), have not been sent 2 weeks after I was told they would be. I've been in constant contact with the General Manager and I'm so tired of chasing I have given up!

I agree with all of the other negative reviews, of which there are many unfortunately and I strongly suggest anyone considering staying to read the reviews carefully before staying here.

Do better Eastwell!

The surroundings