We have just returned from a wonderful three night break here. From the minute I walked through the door, I felt myself start to relax and that wonderful ”Henlow feeling” begins! We were warmly welcomed by the Reception Team; Alice, Iris and Reception Manager, Tegan, as always, such a lovely start to our break! We had treated our selves to a stay in the amazing Deluxe Suite and this had been beautifully prepared for us by Wendy and Gorbash. All the Restaurant team were amazing, ensuring I was kept safe with my gluten allergy. Mo welcomed us and we were looked after by Eloise, Sabrina and Keira. Head Chef Hendrick's ”blade of beef” at dinner was absolutely delicious and had us drooling! The bar was run by Toby, who moves at lightening speed serving and delivering drinks!Toby is also to be found in the cafe, providing delicious beverages and cake, alongside Juliet and Sam. One evening, the Restaurant was packed full to capacity, with more customers trying to pour in. On this ocasion, Brendan was Duty Manager. He managed the full Restaurant efficiently and calmly; if it had been me in charge I would have run off screaming! It's nice to note that Jodie (Resort Manager) and Matt (Operations Manager) are often visible around the Resort, pitching in wherever their help is needed. I treated myself a wonderful massage from Kim. The lady has magic, healing hands! I felt soo good afterwards.... We had a small maintenance issue in the suite; this was swiftly and efficiently dealt with by the Neville of the Maintenance Team. The gym team are so helpful with Lucy (Gym Manager) suggesting exercises that I could try to strengthen my leg after injury. Annabel does an amazing job keeping on top of towels and keeping poolside safe, and removing towels from empty poolside beds being ” hogged” by some! I really felt the benefits of being in the pool and the gym each day to help my recovery, I was so pleased to note an improvement in my abilities. Lisa refreshed our suite each day, making it look perfect. We loved chilling out and relaxing up there after Christmas madness. All in all, we had a perfect stay and left feeling, relaxed yet energised and ready to start a new year. Thank you so much to all staff. We cant wait to return!
I booked and paid for a superior room based on your offer, as I have stayed in this room before. However, I was given a shabby, small room, number 14. It seems rooms 14 and 15 are reserved for guests you no longer wish to see. The explanation from the friendly receptionist was that the hotel was fully booked, which was not true. She tried to make up for the situation with a practical gift from Champneys, but the claustrophobic room and the difficulty of accessing it with a large suitcase after a long journey were unpleasant. The hotel incorrectly judged me based on my attire, even though I intended to use their facial massage services, which were very professional, as were their massages and the products they use. Everything that was old seven years ago is now seven years older and even more worn out. Breakfasts are modest but healthy. They could use more fresh herbs, which they once grew in the spa gardens, now overgrown with weeds. Guests leave their plates and glasses on the lawn, and no one picks them up promptly. The spa lacks organization, except on weekends when older women step in to help, solving problems more quickly and efficiently. I am disappointed because it is not fair to deceive customers regarding room types. While the room lacked nothing and was regularly cleaned, it was next to a smelly toilet, and I was promised a superior room but given a standard one, as indicated on the temporary card received upon arrival. However, I must commend the lady who has diligently worked there for 30 years. It would be nice if she were friendly even when not promoting their services. If improvements are not made to the facilities and surroundings, there is no reason for me to return specially after the room switch and no difference in the price.
- Guest User
