Holbrook Manor & Spa

My recent visit to Holbrook Manor and Spa was an absolute disgrace. What was supposed to be a relaxing spa afternoon for my wife and me turned into a stress-filled ordeal due to sheer incompetence, terrible customer service, and a lack of basic hospitality standards. Before arriving, we called to upgrade our booking from just a massage to their “Afternoon Retreat.” The so-called “manager” promised to call us back to confirm—but of course, they never did. We followed up the next day, only to be told that the previous person must have “forgotten.” It was at this point that I started to wonder whether this place was run by actual professionals or just a group of disinterested amateurs. Upon arrival, we were informed we needed a £1 coin for the lockers. Now, you’d think a supposedly premium spa would have basic customer convenience in mind and keep a few coins at the front desk. But no—the “manager” instead sent me on a ridiculous scavenger hunt to the café (which had none), and then all the way back to my car. Unsurprisingly, I didn’t have one. At this point, I was already irritated by how poorly this place was run. But what happened next was even worse. After returning from my pointless trip to the car, I decided that enough was enough. The entire guest experience was already ruined, so I requested a full cancellation and refund. Instead of handling this with professionalism, the “manager” panicked and started scrambling to get pound coins from other guests! Imagine that—rather than having spare change at the front desk, they were begging other paying customers to solve their own operational failures. I politely declined and explained that their lack of preparation had already ruined the entire experience. But instead of just processing the refund, the “manager” proceeded to argue with me in the lobby for nearly ten minutes—all while leaving other guests waiting. They even had the nerve to lecture me about how they “inform members” about the £1 coin requirement. My response? “I AM NOT A MEMBER.” To top it all off, the lobby itself was dirty and poorly maintained. Before leaving, I actually had to tell the “manager” to grab a broom and clean it. If a spa can’t even be bothered to keep its entrance presentable, what does that say about the cleanliness of the facilities? After the ridiculous back-and-forth, I was given a handwritten note stating that management would “review” my refund request. I had to force them to rewrite it to explicitly state that a refund would actually be issued. As of now, I’m still waiting for a real manager to contact me to process the refund. If they fail to do so, I’ll simply take their pathetic handwritten note to my bank and initiate a chargeback. Holbrook Manor and Spa pretends to be a luxury retreat, but in reality, it’s a disorganized, unprofessional, and filthy mess. The staff are clueless, the service is a disaster, and they can’t even provide basic customer conveniences without turning it into an ordeal. If you val

One of the best stays in a long while Able to order takeaway to the hotel Able use the amazing refurbished facility Staff are working very hard housekeeping deserve a pat in the back For there hard work spoke to a lovely lady with glasses she was so polite and professional Manor is stunning quirky Good quality bedding Bathroom lovely With shower over the bath Spa facilities amazing Checkin not difficult All though staff on phones Staff sat down in cafe on phones Or with earphones in ears

Booked the hotel for a night because of the gym and spa. The spa treatment (massage) was great and the gym was surprisingly well equipped. The bedroom was a bit shabby but the beds were comfortable and the garden room was very quiet; we had a good night’s sleep. I’ve stopped staying in AirBnB as they are always cold and usually have poor showers. This room was really warm (it’s 5°C outside) and the shower was hot with the two shower heads providing plenty of water. I was very happy with that. We were able to park directly outside the room which was good. The cafe was OK for a coffee and croissant but there wasn’t a huge range of food available. I can see why the other reviewers were disappointed as the website does over promise, but we had a reasonable stay, bearing in mind it wasn’t that expensive.

We had our Christmas party here, and we're definitely catfished! We were told to arrive from 6.30 to be seated for dinner around 7.30 but did not get seated until nearer 8 pm. Instead of the usual 15 - 20 minutes between courses, it took several hours to get through 3 courses (main wasn't served until approx 9.20, with dessert coming out at 10.25). The main course was tepid at best and had a very poor selection of vegetables. There was barely a drizzle of gravy on the plates, but when we asked if there would be a jug of gravy for the table, we were abruptly told "that's all you're getting." The coffee and mints that were advertised never materialised either! There were 21 people from our organisation, sharing the night with 2 other firms - for most the night there was only one person behind the bar who, by her own admission "only helps out with Christmas parties because I find it funny seeing how drunk people get." There was meant to be someone, presumably more experienced, helping out that kept wondering off, leaving average queuing time for a drink in excess of 20 minutes. The bar staff charged my colleague and I different prices for the exact same bottle of wine too, probably hoping we were too drunk to notice. To their credit they did refund the difference when challenged. The DJ had pretty much a set that he wanted to stick to, and didn't appear keen to take requests. We asked him to take a photo of our group at the end of the evening, and he flat out said no! The only Christmas decorations were two small, very poorly decorated Christmas trees. The remainder of the room was lit with bright white LED style spot lights. We had to provide food orders and seating plans in advance. When we found our own way to the tables, some had name places, whilst many didnt, some had table numbers whilst others didn't. There was a complete lack of attention to detail, with a disappointing atmosphere with even worse service. At the time someone who worked there tried saying people had called in sick, but having seen similar reviews on here spanning the whole of December and New Year it would suggest they were deliberating misleading us to minimise how terrible things truly were.

Avoid, dont waste your money, went for New Years Eve Ball, food was appalling, not as described on menu, cold on serving and undercooked. Lack of drinks at bar, Staff did not care and not enough around. Left the "ball" before midnight. Was so looking forward to this, first and last visit. Not sure the staff understood what "ball" meant. Room was clean but draughty and cold, don't get me started on the clanging and banging of the plumbing every time someone used the bathroom. May have been a lovely old Manor House but boy it needs some staff who know what they are doing.

Oh dear. This was a second visit to the Holbrook and we were put in a 'garden room' which looked more like a barracks from the outside - no view at all except of gravel and an abandoned huge outbuilding that looked a bit like a nuclear bunker, and the outside of the building was really dirty with mud and cobwebs. Inside was 'tired' - the bed was comfortable, the heating worked and there was some decent furniture but the bath and fittings were chipped, the bath tap dripped all day and night, and the carpet was a health hazard. We had to pick our way past some even worse-looking rooms to get to the club / reception area. Unfortunately the staff - for the most part - were really unprofessional and uncaring. I met one woman who tried to make our stay more pleasant and who apologised for some of the issues, but she was the exception. On arrival (dead on check-in time) I had to queue for 20 minutes and when I got to the front of the lengthy queue the receptionist had disappeared on me. When she returned (with no apology for keeping us all waiting) she said my room wasn't ready and I'd have to wait another 20 or 30 minutes. Again, no apology or explanation. A passing member of staff did apologise, showed me where the toilet was and offered me a cup of coffee while I waited, as well as showing me where to go for the coffee which the receptionist hadn't done. We'd phoned to check that we could have a cooked breakfast as part of our booking because the website wasn't clear, and the person on the phone had assured us that yes we could, but in the morning we were offered a sausage or bacon sandwich. We pressed for a cooked breakfast but it was pretty basic and there were no sauces, there was no butter for the toast, etc etc. The changing rooms (female) were excessively tired, and there was not one locker key available. Again, no hint of apology for this - just a kind of 'that's how it is' approach from reception. So I put my stuff in a shonky locker with no key. The pool and surrounding area are tired, and a lick of paint is needed. There were no cups by the water dispenser. We weren't offered a gown to wear. The sauna was rammed full, possibly because the steam room wasn't working at all. It looked pretty unhygienic in there anyway, tbh. With everything going via the 'club' building's reception desk and cafe, there was no call to take in the lovely Manor House - so we were left with the crappy room and the crappy pool and changing rooms. And nowhere to have dinner, for miles around. There was a list of places to get takeaway - but no crockery or cutlery or wineglasses in the room. When I checked out I was told to pay up, and I had to explain that the money had already left my bank account - again, no apology from the guy on reception, just a smile and a shrug. The absolute basics of good hospitality are missing here at the moment.