ellenboroughparkhotel.onejourney.travel Anmeldelser 

I have debated writing this review for a long time because the entire experience with Ellenborough Park still genuinely upsets me years later.

Originally, my partner and I booked what was meant to be a very special luxury stay, including fine dining and champagne afternoon tea. Unfortunately, during our stay I became seriously unwell and ended up in hospital, meaning we barely spent any time in the hotel and missed the majority of the experience we had paid approximately £700 for.

At the time, management were extremely sympathetic and explained that, as long as we paid the room rate for a future stay, they would love to welcome us back so we could finally take advantage of the experiences we had already paid for but never got to enjoy. We were incredibly grateful for this gesture and genuinely looked forward to eventually returning under happier circumstances.

Sadly, what followed was over two years of exhausting back-and-forth communication, repeated unanswered emails, delays lasting months at a time, and feeling as though we were constantly having to fight for things that had already been agreed.

I repeatedly tried to remain patient due to the pandemic and the closure of their fine dining restaurant, as the fine dining experience was the main reason we booked originally. However, over time the agreed arrangements seemed to shift, and I was made to feel like I was asking for “freebies” rather than simply trying to receive the services we had already paid for but never got to enjoy due to becoming ill.

There were multiple occasions where I chased responses for weeks or even months with no reply whatsoever. By the end, I felt completely ignored and emotionally drained by the entire process.

When we finally attended the rebooked stay, I will say the room and spa were lovely. However, the dining experience was another disappointment entirely. We walked through the restaurant where couples were dining in a much more intimate setting, only to then be directed away into the open bar and dining area — a completely separate space. We were left confused and disappointed to find ourselves seemingly the only couple seated amongst a family with two loud young children and a large group of men drinking and being noisy.

Considering we had originally paid for a fine dining experience, it honestly felt like a slap in the face. I completely understand that the fine dining restaurant no longer existed after the pandemic, but the alternative felt like the absolute bare minimum rather than any genuine attempt to recreate a special or romantic experience.

To make matters worse, despite our original package including champagne afternoon tea, we were initially served only tea and a scone. We then had to awkwardly challenge this with staff ourselves, and it was only after a long-standing member of staff confirmed that our original pre-pandemic “Lord and Lady” package did in fact include champagne afternoon tea that this was corrected.

Overall, we left feeling incredibly let down. What makes this so upsetting is that we weren’t trying to exploit the hotel or ask for extras — we simply wanted the opportunity to replace what had become a traumatic memory of illness and hospital with a happier experience. Instead, the entire process became stressful, upsetting, and emotionally exhausting in its own right.

I genuinely hoped Ellenborough Park would help turn a bad memory into a positive one. Sadly, it achieved the opposite.

Stayed at Ellenborough Park for three nights and was very disappointed with the spa service. Despite being hotel guests, there was no availability for treatments during our stay. The only option offered was a 25-minute massage for £80, even though we had booked a 40-minute treatment online for £95.

When I called to query this, the response was essentially a lady called Geza; “you booked it and it’s not my problem,” which came across as rude and unhelpful. It gave the clear impression that external bookings are prioritised over hotel guests.

Hotel staff in other areas were friendly and the food was good, but this was a major let-down for what is marketed as a five-star UK standard hotel.

The hotel is marketed as a 5-star hotel with a luxury experience but didn’t meet expectations at all. Recently visited with my family and booked a Manor Suite and a Traditional dog-friendly room.

Both rooms were not cleaned during our stay, with bathrooms not being cleaned, used mugs not replaced, towels not being refreshed, and no hoovering/Vacuuming of the rooms. When asked to clean the rooms, only the towels were changed. There were also signs the traditional room was not cleaned before our arrival: human hair was found in the shower and tablets next to the bed. The shower had black mould, that’s easy to clean, and the toilet door couldn’t close. The only positive is that the beds are comfortable.

The restaurant was also disappointing. Service was very slow. Food was average, with some of the meals being very salty.

Staff are friendly and are kind to dogs.

Wouldn’t recommend if you’re looking for a luxury experience.

The Waiter was so Nice and he gave is chocolate and not just one like a lot of chocolate and we had tea and coffee packets at the hotel room like ask me, how could this get any better?

We treated ourselves to the decadence package at the spa for £210. The greeting was pretty poor, no one was interested in serving tea/coffee etc as per package details and we had to ask several times before anyone took an order for us.
The pool is outdoor only so we have that a miss and the jacuzzi room only allowed seating for two people so very small.
Lunch was pleasant albeit 40 minute wait for a club sandwich but the treatments were lovely.
I wouldn’t book another spa package again as you have to go out of the spa back into the hotel for food/drinks as they cannot be taken or ordered on the spa. We asked for pastries or something resembling a breakfast menu but told there was nothing we could order at 10.30am.
The treatments were the only saving grace which is a shame for such stunning premises