


4 star Spa Hotel & Wedding Venue in Surrey Hills | Guildford Manor Hotel
Based on authentic user experiences
Jessie
6734 reviews
N/A
9 months ago
AVOID AVOID AVOID
AVOID AVOID AVOID very disappointed customer i attending Guildford manor hotel spa on the 7th april for the Twilight afternoon tea spa with a 50 minute treatment for two as you well know this is not cheap costing me 272 exactly this was a treat for me and my sister after being parted for almost 2 years this was our get together and we were both very much looking forward to this but unfortunately it did not go to plan upon arrival the lady receptionist was very welcoming and explained we would be having our afternoon tea first which was lovely and everything seemed to be going well then went on to the spa and get changed without using any spa facilities sat down and waited for our treatments as we were called for this the lady explained that our treatments would be one after the other which meant we would be having two hours apart also meaning whilst one was having a treatment the other would have to be using the spa facilities on their own this was confusing as I specifically booked this to be spending time together and received email confirmation stating our times would both be from 4pm-4 30pm so we could enjoy this together the lady at the spa said I would have to go and speak to main reception about this matter so we did the lovely girl at the reception sympathised with our situation until her manager so the reception manager came over talking over her saying that this is unfortunate but there s nothing they can do no apology just very passive aggressive I challenged his response which he very much did not like and told me to keep my voice down and pulled me to a side offered me a glass of Prosecco to make up for the matter which I almost find offensive considering I have paid 272 for a service I am not receiving and how hostile he is being he became more aggressive and rude continuing in our conversation he went on and asked the girls in the spa if they could fit us in together which they agreed too with one of the girls rolling her eyes and tutting with attitude by this point our day was completely ruined I said I wanted a refund I will pay for the afternoon tea rightfully so but I wanted a refund for the spa and treatments the male reception manager became increasingly angry asked me what my problem is shouting and throwing his arms up following me into the changing rooms shouting in-front of other guests it wasn t only completely humiliating it was very intimidating having a male being so aggressive towards me as a young woman me and my sister just wanted to leave we got changed and as we walked out the deputy manager greeted us she said no refund she wanted us to continue on to have our spa which understandably we did not want to do as we felt completely uncomfortable and intimidated by the male who continued with his arms crossed disagreeing with everything I went on to say which I told the deputy manager she also challenged me into saying that there s two sides like I was in the wrong I feel like it s fair in saying I will pay for the food we ate being the afternoon tea but I would like the refund for the spa treatments I think it s disgusting how we got spoken too and I have been to a lot of spas I have never been treated like this we are very sad about this experience
Laura Crew
6734 reviews
N/A
9 months ago
When we spend in excess of 550 at a 4
When we spend in excess of 550 at a 4 hotel we expect a relaxing restful experience You did not provide this for us I ve emailed the extended version to the hotel direct and have had to cut this down to fit I also had a phone call with management where they wanted to put things right and offered a refund of 30 which is insulting in itself Would we return - NO Spa and pool area - Run down loungers by pool broken yet noone gets rid of them Restaurant - Food standard Premier inn Toby carvery - very basic Staff - undertrained incompetent does not take customer feedback seriously Alot of students work there who have not been trained up to deliver 4 service From start to finish and including after we left our stay was messed up With management confirming on a telephone call that the stay i booked and paid for in advance had actually not been booked so when my partner and i arrived after 2 5 hours traveling noone could find our booking Our massages were not booked in correct after arriving and when we made the point at the time of our massage management then rebooked our massage so we got what we paid for usually this would be fine and overlooked HOWEVER the therapist blurted out before the massage started You didnt even book it so this is complimentary The fact that Guildford Manor hotel could cock up our whole stay then try to rectify their mistake for their own employee to come out with that A manager did call to discuss the review he was trying to justify compensation being the couples massage I don t class something that i booked and paid for in advance being compensation The reason why it was rebooked was because Guildford Manor hotel didn t even book our massage correct the first time just like they cocked our whole booking up We also had breakfast included in our package which we were not able to have on the last day again due to Guidlford manor cocking up I wouldn t return to this hotel neither would i recommend it to anyone having stayed in multiple 4 5 hotels i know what is expected and Guildford manor hotel falls short
Cayetana Polanco
6734 reviews
N/A
9 months ago
Scam - do NOT purchase from them
This site looks very nice and seems legit but it s 100 a scam Over priced under deliver impossible to return The worst The product do not look like the website
No
6734 reviews
N/A
9 months ago
Robbers
Robbers Cancelled my membership as it was and still I am getting billed and interest I told the man on the desk to file a complaint nothing happened I have had nothing but stress Please cancelMy membership
Jessie
6734 reviews
N/A
9 months ago
If only I could give no stars
If only I could give no stars Worse place I have ever been reception manager rude intimidating awful experience with no apology from anyone disgusted
Richard Haigh
6734 reviews
N/A
9 months ago
What seamed to be a perfect day that
What seamed to be a perfect day that ended up being a total disaster due to the hotel management and owner The wedding day was lovely all went very well until the next morning when we went to get the wedding presents and cards that were left in the main room where we had eaten and had the party We were told they would be safe in there Only to find out they had all been stolen by the hotel cleaners which was caught on CCTV The police were called and came to watch the CCTV only to find that the hotel did not know anything about the thief apart from his first name and phone number His on site living area had been emptied of all his clothes and belongings They could be employing anybody from rapist to murderer s and don t care about checking them out which doesn t seem right when it s a family hotel The owner has taken no responsibility for any of this and refuses to communicate with the family even though they have emailed hand delivered letters and called on numerous occasions and even sat in their lobby for 6 hours So if you are thinking about booking here look elsewhere for your and your belongings safety Let s let the power of the internet hit them where it hurts in their pockets
Emma
6734 reviews
N/A
9 months ago
Unhappy with our stay
Mixed changing room for the pool with only 3 cubicles and no benches No staff around to ask questions re the pool area Breakfast the hot food was under lights and help yourself it was awful Bacon was hard fried eggs were inedible We were not told there was an option to have poached eggs etc from the kitchen The menu for dinner was limited and not up to standard considering how much we paid Service was slow there wasn t enough staff when busy We were supposed to have bottled water in our room but there wasn t any we had to ask at reception We only stayed 2 nights of a 4 night stay due to an urgent medical appointment the receptionist said he would try and get us a refund on 1 night We never heard anything so i emailed the hotel 3 times and I also rung and was told it had been referred to management but have still had no response I find this very rude
Jessie
6734 reviews
N/A
9 months ago
By far the worse place I have ever
By far the worse place I have ever been didn t go ahead with spa as felt intimidated and wanted to leave no kind of refund or EVEN apology offered
Jordan Osterman
6734 reviews
N/A
9 months ago
Stole my money
Stole my money I bought a chandelier for 300 It never shipped never arrived I wrote guild manor multiple times asking for a refund or the whereabouts of my shipment They never responded Not sure this is actually a company Seems like maybe it s just a scam
Allison Reifsteck
6734 reviews
N/A
9 months ago
Missing grounding wire
I ordered three pendant lights They were beautiful but were missing a grounding wire My electrician said it was very dangerous I hen I reached out to guild manor they never replied to my return request Don t buy from them It s a scam