Eastwell Manor, Champneys Hotel & Spa

Comfortable accommodation, beautiful surroundings, Gardenia restaurant was excellent (though pricy) with friendly waiting staff (thanks Malik!)

Every interaction with staff (except in the Gardenia) resulted in a long exploration of what we were - and were not - entitled to under our room package. It felt like their main priority was ensuring that we didn’t get anything we weren’t entitled to. This was not what we expected in somewhere holding itself out as a luxury hotel. Why bother including “limited spa access” when this turned out to mean that access was free only between 10am and 4pm? Utterly worthless (as the hotel well knows) when check in is not allowed until 3pm. Even after paying to use the outdoor pool outwith the permitted hours the procedure for gaining access was unnecessarily complicated. Similar sophistry with inclusive breakfast. Once again we were greeted by a long explanation as to what was and wasn’t included. Extra items were very expensive - £15 for a bowl of porridge and a smoothie. On checkout the receptionist tried to charge us for dinner, despite the fact that we had paid at the time by credit card (the swipe taken on arrival having apparently failed to work in the restaurant). The receptionist clearly did not believe that this was the case, and even when shown proof of payment she was entirely unapologetic.

Lovely grounds

The cottages are old and uncomfortable. The Spa restaurant food was mediocre and we had to beg for the bill after waiting for ages

Fantastic place beautiful.

Decor looked a bit tired... service in bar and restaurant a bit slow....food not brilliant...took 20 mins to get out shower hot in morning...fair walk from manor too spa.. I've stayed here as couple of times...just needs the small things tweaked to make it 5 star

Je le recommande !

We love the setting and general vibe.

It is getting tired. It was quite dirty in places. The bedroom was nice but smelt stale so we aired it. The bed was small and very uncomfortable. The food was below average and expensive given the quality. Most staff were fabulous but there was a particularly rude man on the desk of Gardenia on Friday night which left a sour taste.

The place and gardens are lovely

The hotel service was terrible . The breakfast was service was shocking . Dirty plates left at our table and waited over 30 minutes for a fresh pot of Tea untill we left without having enough.

Truly amazing room; wonderful grounds; in general excellent and polite staff, especially in the restaurant at dinner as I was on my own. Was given a 'guest of the day' present, which was a lovely touch.

Service when checking out wasn't as polite or helpful as at other times.

nothing

Title: Complete lack of transparency—hidden charges and ignored complaints! Beware! This hotel accommodation does NOT include basic facilities like the outdoor pool in your standard stay. They will try to charge you an extra £75 in the day , or £20 between 5pm and 9pm, to use the outdoor pool under the pretense that it is part of the spa. (Since when does a standard outdoor on-site pool constitute a spa?!) I don’t know anyone who would pay £75 just for a swim. While I was there, another guest told me they had been fooled by the exact same hidden fee and refused to pay it either. The management clearly needs to be far more transparent on their own website and on Booking.com. I arrived to use the pool around 11am only to discover this hidden cost. Being disabled, I couldn't wait 4 hours in limbo for a 3pm check-in after that disappointment, so I ultimately ended up just going home. The trip was totally ruined. I filed a formal complaint and requested a refund, which was agreed verbally and since, To top it all off, both Booking.com and I have tried contacting the manager repeatedly about the refund, but they have completely ignored all phone calls and emails. This level of customer service is incredibly rude and unprofessional. It shows exactly how poorly this establishment is run. Save your money and go elsewhere!