The Lensbury Resort

I got a bill after days after I had left the place. I spend a total of GBP3,000 but the breakfast was cold as it seemed staff were overwhelmed by their guest numbers resulting in long queues for service.

The check in requirement required me to pay on arrival upfront when I had a booking for both event and 3 bed nights accommodation for which I had made a deposit of GBP 1,600.00

Lifts broken. No late check out. Bar and restaurant options limited during refurbishment.

Decor was old and worn

whilst upgrades were taking place, i felt the dunbar wasn't big enough for breakout areas and would've expected some sort of discount for the level of disruption

The customer service was very basic, especially for the luxury service they advertise. When we arrived they did not welcome us, they just said we were too early for check in, which i knew, i just wanted to drop my luggage.
The service in the restaurant feels very rushed, unpolite and unprofessional especially for the stars and level that they advertise.
It does not feel like they want to be a hotel, instead it feels like a members club and they only cater to that.
They advertise a creche, open from 9.30-12.30, but what they dont advertise is that you can only use it for an hour a day. The creche is what attracted us to this hotel, and we wanted to use the spa utilisites during this time but what can you do in under an hour, it makes the time to relax feel very rushed.
There were works happening during our stay, which we were not made aware of. We were only told about the resturant being closed, not the renovations happening on the 3rd floor. The drilling and banging started at 7.59 and continued throughout the day, which made it difficult for our daughter to take a nap during the day.

Bar was shut at 23.15

Staff should be flexible. If someone book the hotel through booking.com and they extended the late checkout in writting than hotel needs to accept the same. The same happen with me yesterday. Hotel should directly ask booking.com that how come they extended the late checkout without their approval. Guest has nothing to do in this sityation. Guest paid directly to booking.com and stayed in the hotel. This is a very imp question

room quality lets it down and the poor quality of breakfast on the weekend.

Great area

I knew before arriving that the hotel was undergoing renovations, as they emailed me stating they were running an "exciting improvement programme" on the main restaurant and bar. However, I didn't expect that arriving at my room after a long journey looking to relax would mean enduring loud hammering and drilling directly above my head on a Thursday afternoon. This noise disruption continued every single day, including Sunday morning at 10:00 AM. There was absolutely no chance to relax in the room during the day.
We were told breakfast would be held in the Dunbar Lounge instead. Even though we booked a specific time slot, it was overcrowded with regular members and hotel guests together vying for space. While the staff on duty were friendly, there was a noticeable lack of senior management, efficiency, and overall organization both at breakfast and at other times of the day.
I’m sure this will be a lovely place to stay this time next year, but management was not truthful about the sheer extent of the construction noise and disruption. If you are looking for a relaxing getaway right now, I would advise looking elsewhere.

There was construction noise which we were not told about during the booking process

Outlook from room no privacy from adjacent property. Didn’t know where anything was.

Upgrade works ongoing during our stay

The hotel is very expensive for what it is. As a health club it's fantastic, but really not worth the money as a hotel. You pay for the facilities, not the quality of the room, which is pretty basic and not what you expect for the money you pay. There are other hotels in the area at the same price with much higher quality rooms, or much lower price with comparable rooms. The guy who checked us in was also extremely rude. His female colleagues were lovely and helpful, but the gentleman (Spanish I believe but didn't catch him name) was not the welcome you'd expect on arrival at an expensive hotel. I would not choose to stay here again.