Brooklandshotelsurrey Reviews

scrutinise the bill from the restaurant as there is a pattern of overcharging

ok first of all they decided to take money out of my account before i had even visited the hotel then apologies for the mistake the overcharged us for dining they added to the 7 70 for a Caesar salad stating that we had chicken when my partner is a vegetarian i challenged the receptionist but they were not interested in what i had to say i am partly to blame as i did not check the bill i just presumed that a 4 star hotel of this quality would not be trying to rob or penny pinch its patrons please do not make the same mistake as me scrutinise your bill as it seems like there is a on going pattern

Avoid this at all cost I paid 158 for

Avoid this at all cost I paid 158 for me and my partner for a 3 hour use of faculties plus 25 min treatments arrived at 9am by 1030 we was very bored no pool was starving by 11 am and told we had to wait untill 1230 for lunch most of the staff was polite sauna and steam room is terrible the treatment was ok avoid at all cost rip off

RIP off charging for car park

RIP off charging for car park Met friends for a meal who were staying there This is not a cheap hotel neither is the Bar Grill and yet they have the nerve to charge for parking So if you have a wedding there or any occasion you have to get all your guests to pay to park their cars to get there Going for the spa is not cheap yet they charge you to park What an insult I read a bad review here that mentioned 3 hour complimentary parking Nowhere did it tell you that neither did the waiters An occasion like a wedding would be longer than that RIP Off

Disappointed

Booked a spa day for my Mums birthdayArrived on time but took time to book inMissed 10 mins of first sessionRushed through with a new thing to do every 20-30 minutes no time to relaxIn the last treatment room I entered the room to find the room full I had to report to reception who had to ask someone to leave as they had decided to stay put again waste my session time The only good thing was the afternoon tea was pleasant The next day I had call from the hotel requesting 65 as a voucher for 1 had been purchased rather than 2 They hounded me for money daily until Red letter Day came to my rescue resolved the situation for me

Brooklands not at its best

Brooklands looks like it should offer an exquisite experience but it fails on a number of levels When l stayed on a personal visit l found that there was no security on the guest WiFi rooms were not made up on the excuse of COVID and staff on reception were just indifferent to customers Internet security should be at the top of the list for hotels to ensure guests can connect securely and know their data is safe but there was none here I checked and all of the hotel system were protected so why not guests If my room is not going to be refreshed and replenished in Days 2 and 3 why should l pay the same as l did on Day 1 In my travels over the last fortnight l stayed at 3 hotels Brooklands was the only one who gave this excuse Finally posh hotel should not be equated with haughty staff Friendly customer service is vital in the success of all hotels I am not sure if language barriers got in the way but a friendly smile will alway change the tone

Rude staff hassle parking

We d booked for 3 hour spa experience When we arrived we struggled with the parking fees The hotel reception staff couldn t have cared less The spa was pleasant but no swimming pool The restaurant staff were rude- we were asked to sit down then asked not to sit down until a surly waitress found us a seat in an empty restaurant There are better places to relax We won t be going back

The toilet was dirty

The toilet was dirty Poo in the toilet When I told the reception about it she said am I sure my 4 year old daughter did not do it apparently the perfect room manager had inspected it so I must be lying To make matters worse when I tried to report her attitude to her boss he said I can leave the hotel if I like he cannot stand to listen to me for 2 more days Wow customer service at its height

Disappointing

Expensive quite a trek from anywhere I was attending a function at the museum Rang for room service at just after midnight- they lied about 24 hour room service Told to contact deliveroo- could find nothing online So had hot chocolate and ONE shortbread piece- cannot classify it as a cookie biscuit Looking forward to checkout ASAP so I can get back to civilisation When an establishment has a captive audience- they need to deliver advertised services