Unfortunately, as our concerns were dismissed at checkout and the manager has not responded despite several opportunities, we now feel we have no option but to share our experience publicly and raise the matter with environmental health. It is extremely disappointing to pay 5-star prices only to encounter such issues, and it is sadly not surprising the business is up for sale if it continues to be managed in this way. This situation could have been resolved quickly and privately had there been a timely and professional response. Instead, when I called to confirm receipt of the email, , I was told, “we will get round to it at some point, if we get chance”—a particularly troubling response given that our concerns relate to hygiene standards and the reason I have shared on day 13, as there is clearly no intent to respond.
This review is a copy of our complaint, so that other guests can remain vigilant and make an informed choice. If these are the standards presented publicly, one can only wonder what may be happening behind the scenes.
10th August 2025.
Dear Buxton Crescent, Hotel Manager,
Following the unsatisfactory response from your reception staff this morning to our complaint upon our departure, we feel it necessary to escalate this issue with a formal written complaint to the senior management team, regarding our recent stay at your hotel. We had hoped our concerns would be addressed promptly at check-out, allowing us to leave confident that action would be taken and appropriate follow up response offered for the failure to meet advertised standards. Unfortunately, this was not the case and we are not confident that the concerns will be addressed.
Our stay began well, with a pleasant welcome, beautifully relaxing afternoon... the spa facilities and our room meeting expectations and reflecting the hotel’s 5-star claims. However, the quality of service quickly declined with both of our restaurant experiences, falling well below the standard expected of any food establishment, let alone what we would expect from a 5* hotel.
Dinner Service
(Redacted as this is about standard of service, rather than something to share with others) While the food was really enjoyable, the service and training expected at a 5-star hotel was below expectations. Staff seemed eager but were noticeably lacking in confidence, knowledge, and hospitality experience.
Breakfast Service
The breakfast experience was deeply concerning and wholly unacceptable for any food establishment, particularly one advertised as 5-star. As someone familiar and compliant with relevant requirements from the hospitality industry and currently, food standard agency requirements and environmental health, I was alarmed by significant lapses in hygiene and service.
Upon our arrival at 9:35am, we observed at least seven tables within sight that remained uncleared and remained so until approximately 10:50am-11:20 when staff started to clear them, slowly, despite multiple staff being available and very few guests present throughout this time. Our own table remained sticky and unclean throughout and the menu's had food stuck to them and sticky, both on our table and the next. Menus and used serviettes were left on chairs across from us, milk and juice at the buffet were nearly empty and unreplenished, and no clean bowls were available. When I requested bowls, I felt as though I was imposing, and when I raised hygiene concerns to the staff getting the bowls, she completely ignored me, didn't speak and simply got the bowls and walked away, silent. I did not make an issue of this at the time, however, deeply troubled by any lack of acknowledgement, respect, care or understanding that the environment was a mess and dirty, or failure to mention this to a manager.
The buffet area was untidy, with spilled cereal, abandoned drinks, and open wrappers. Staff frequently stood idle, appearing disinterested and untrained. Despite only half a dozen tables being occupied, drinks took 30 minutes to arrive, after prompting the staff and food 50 minutes. When drinks arrived, the waitress spilled milk without apologising or cleaning it, and the tea pot was dangerously overfilled with scalding water, difficult for me to pour. Furthermore, the milk for my partners coffee was not in a pouring jug and impossible to pour, for what reason this had been done, I don't know. When arriving with the breakfast, the waitress did not place this down with care and clearly had little serving experience.
Additional issues included a waitress, on her way to another table with food, dropping beans on the floor and failed to clean them up, and we later observed a young member of staff looking confused at the serving counter, moving tickets around then telling another member of staff member that she was confused, asking for help as she didn't know what each plate was and mixed them up; a deeply concerning risk for guests with allergies, such as myself.
The breakfast manager appeared disengaged and lacked the confidence, accountablity or responsibility to address the evident problems. The food itself was substandard, unlike the previous night and staff interactions were at times rude and unwelcoming.
However, while our overall experience was disappointing, we do wish to commend (staff name given), who was trying her best, attentive, wanting to be helpful, professional, do her job well and genuinely pleasant, unfortunately an exception to the rule. We strongly feel that with support, guidance, positive role models and stronger leadership, she could be a strong member of the team with a good career ahead of her.
Additional Concerns
At check-out, my partner’s attempt to raise these concerns with reception was met with a sense of indifference and insufficient customer care. Although the receptionist apologised and indicated the issues would be raised in a team meeting, the response lacked any sincerity, urgency or clear follow-up. My partner advised that we had taken photo's and advised we would be emailing these in, to which she acknowledged that would be helpful, however, her overall handling felt dismissive.
Before leaving, I used the public ladies’ restroom near reception and was appalled to find two toilets blocked with paper and faeces and one with floating faeces and visible waste on the sides, and poorly functioning flushes. This situation is unacceptable and requires urgent attention or more frequent maintenance.
Summary and Request
Having booked a premium 5-star experience, we were disappointed to find that the service and standards more closely resembled those of a 2 or 3-star hotel, despite the building and facilities being beautiful. The lack of staff training, poor organisation, and inadequate attention to hygiene significantly impacted our stay and marred what was meant to be a memorable occasion.
With our knowledge and experience in food standards and environmental health, we wanted to bring these concerns to your attention to support you in addressing the issues promptly and making any necessary improvements. We trust you understand the value of timely action in maintaining your business’s reputation and TripAdvisor rating, as well as ensuring compliance with environmental health guidelines.
Please find attached photos we captured to support our concerns.
In light of these significant shortcomings, we kindly request details of the corrective actions you plan to implement.
(Redacted further as unnecessary for this review)
Please provide a response outlining your proposed steps within 14 days.
Kind Regards
(Gues names)
US
GB