Guildford Manor Hotel & Spa

The room, very bad smell, very old carpets, chipping paint, old and heavily used furniture and fabrics, poor facilities, no elevators, no air conditioning, poor customer service.

There was a very noisy wedding reception taking place in the function room just across from our room. We complained to the reception staff, and were reluctantly moved to a new room. The reception manager was very unwilling to engage and left the complaints about the noise to be dealt with the receptionist (who did his best to accomodate us).The new room was marginally better, as it was one floor higher, but still more or less above the function room. The noise was still very noticeable in the new room but thankfully died down around midnight. We were waiting for the breakfast room to open at 8am, and chatting with other guests who also were unimpressed with the noise levels in their rooms. We paid for breakfast but didn't realise that it wasn't available until 8am, which was a little frustrating as an earlier breakfast would have been a nice option especially as we had to travel to Gatwick to catch a flight. We had also booked this hotel because it had a hot tub and pool, however, they shut at 8pm which we think is very early for such a hotel that calls itself "manor house and spa" and as such we didn't make use of the facilities, especially as we had to waste time moving rooms.

Steam room wasn’t working

Changing rooms cubicles were tired and in need of replacement.

Everything

I’m extremely disappointed with how Guildford Manor Hotel & Spa handled my £50 room deposit.

I was charged a £50 deposit over a month ago and was told at check-out that it would be returned that same afternoon. It wasn’t.

After a week, I called the hotel but couldn’t get through. I tried again and was eventually told that the refund should come through that week. It never did.

I then emailed the hotel twice and received no response.

Over a month after my stay, I called again to chase the money. The lady at reception simply said that I “probably had damages in my room.” I can guarantee that I did not cause any damage whatsoever. I stayed in the room, slept there, and left it in the condition I found it.

I asked for clarification, but instead of providing any evidence of damage or explaining why my deposit had been withheld, I was told that I would receive a call back or an email. Neither happened.

At this point, the hotel has kept my £50 without providing an explanation, despite multiple phone calls and two unanswered emails.

The money itself isn’t the main issue — it’s the lack of communication, the failure to return the deposit as promised, and the completely unsubstantiated suggestion that I caused damage. If the hotel is going to withhold a deposit, I would expect them to be able to tell me exactly what the alleged damage was and provide evidence of it.

Very poor customer service and extremely frustrating to have to repeatedly chase this.

When we got to our room at approx 16:30 it hadnt been cleaned, bin was full, basin in toilet dirty, and bedding hadnt been changed. Very frustrating. Why are the rooms not checked after cleaning? Basic errors and didnt meet the expectations on arrival. Tea tray, very basic. Again when you stay in a place like this, you expect better standards. Poor tea and coffee selection, no welcome pack which should have information on things like Fire Evacuation, emergency contact information. After looking at the small signage on the door about exit routes, which I struggled to read, I walked the route. Again very poor if it was dark and smoke filled, very subjective!! From a Health & Safety perspective, very poor ( yes I have H&S qualifications) and experience in health, hygiene to CQC standard so am going to be critical. If your staff and guests dont feel safe, everything else is irrelevant. Also I havent received the £100 pre payment, which I was informed would be sometime after 13:00 once the room had been checked, and all was ok

Dated and tired decor, staircases & corridors not very clean and not cleaned in the 3 days I stayed there - dirty glasses left in the corridor, dead insects on the stairs not cleaned up in 3 days. Too many stairs and no lifts, no offer of help with bags. New staff unfamiliar with hotel facilities and procedures. Bathroom was cleaned every day and (poor quality) towels replaced, even though not needed, but bed not made and dirty coffee cups not replaced or washed, bin not emptied. Breakfast expensive (£15) but only full breakfast option available, no buffet or more limited option available.

Dirty staircase. Bar closed at 9.45 and we were told to leave. Our room was only half cleaned. Bed not made up.

Having to leave !!!