4 Star Hotels in Winnersh

Overall we enjoyed our stay and will return in the future. Throughout our 2-night stay the team within reception, spa and restaurant were helpful, friendly and attentive. The overall hotel decor is modern including the bedrooms, restaurant, bar and spa areas. All were kept tidy and clean. However the areas I feel need improving is within the restaurant and spa areas. At dinner, we found the service to be quite slow and found ourselves waiting for a long time for our orders to be taken. At breakfast we felt the team could have been better coordinated when seating guests as we were either given a table that had already been given to another guest (that we didn't realise as the guests had gone to the buffet and the table looked empty), and then again when we went to the buffet we came back to our table being seated by other guests so we just had to find another empty table ourselves. Maybe it might help to have signals so other waiters know when a table is taken. Also, when being seated, we found out that the hotel offer a breakfast menu that you can have made to order foods, as well as buffet. We only found this out through a passing comment another table made and towards the end of our stay so we only got to make use of the ”made to order” breakfast food on our last day. In the spa, the treatment we had was great and relaxing. The two therapists we had were friendly and made us feel comfortable. The pool area was busy most of the time which meant we couldn't always swim properly or make full use of the sauna and steam rooms. Also it meant that the ladies changing area was always busy and given that the changing area is small, I found myself hanging about to wait until it was free-ish to change comfortably. An area to improve the female changing areas is to have changing cubicles for those who might not feel comfortable in changing in the main changing area.

In March 2021 I made a reservation at this hotel for February 2022. At the end of November 2021 I received a cancellation notice. There was no explanation why, so I waited 2 days to see if one came. It didn't, so I contacted Hilton customer services to tell them I hadn't cancelled it and I required it to be reinstated. Hilton replied saying they had forwarded my message to the hotel and I should expect to receive a response within 3 days. No response was forthcoming so I had to contact Hilton customer services again. The hotel did eventually respond, more than 4 weeks after I was told they would. The response was not satisfactory. They said they had cancelled my booking because they had accepted other bookings instead, presumably more profitable for them than mine. They offered compensation of 1 free night at an unspecified date in the future. This was clearly not sufficient to cover the immediate extra cost of rebooking the entire stay elsewhere, so I rejected it and told them I required them to pay the full extra cost of alternative accommodation and some modest compensation for the inconvenience they'd caused. The hotel said they would make alternative arrangements for me, but then failed to respond to subsequent e-mails on the subject, despite me getting read receipts confirming they had received them. I had to contact Hilton customer services yet again to get the matter resolved.