I booked a spa day & over night stay for myself and my two daughters who were in much need of some chill time. We arrived excited and got to the spa area and were told that the sauna and steam room were not available due to refurbishment. (May I add this spa day was booked through Spaseekers) one of my daughter was really looking forward to using the sauna so we were very disappointed. We then were gave our robes and went to sit by the pool side on the sun loungers, only to find that swimming lessons were taking place for babies and toddlers! I love kids, I work with them but to have them splashing and squealing whilst I’ve paid for a relaxing spa day was not what we expected and the lessons went on till 12.00! To then top it off the refurbishment started so we not only had excited loud babies and children to listen to but banging and the sound of an electric saw every five minutes. We had our treatments (the young girl was lovely) but they were hardly luxury treatments. (My daughter is a beautician) so we knew what to expect and it certainly wasn’t that! We couldn’t stand it and after two hours left. I will be expecting a full refund. The hotel itself was lovely with friendly reception staff and the bar man was very attentive and helpful and our stay over was fine. The spa should most definitely not be advertised as a spa in our opinion. It certainly wasn’t a serene escape as you advertised!
Adam Roberts288 days ago
A 4 star hotel that doesn’t meet 4star requirements. For example none of our rooms had fridges, drinking water, working air conditioning. The hotel is very dated which would be fine, however it is dirty and mouldy. (One of our rooms had black mould in the bathroom in various places) The customer service is very lacking from front of house and management. We were overcharged for our room rates and complained to which they are refunding the over payment, but no apology for the rest of our disappointing stay. Breakfast was lovely and chef Alex makes a lovely omelette. However the staff in the restaurant are rude and dismissive. We had to clean our own table to be able to sit down. Overall a rather disappointing stay that is very expensive. I would avoid and save yourself so fortune by starting in the premier inn up the road.
Omar Rachid288 days ago
The hotel's location is convenient and easy to find.
The hotel is visibly clean throughout. The room was super clean but was short on toiletries: shampoo & body wash.
The AC in the room is absolutely worthless as it didn't provide cold air although it was extremely loud... it sounded like a lawnmower. It was best just to turn it off and open the windows.
The 3pm check-in is a bit much....most hotels have a 2pm check in and some will allow the guest to check in at 1pm. But 3pm is not the standard.
Zahra Chaudhry349 days ago
I came here with my mum and mother In law in June 2022 we had such a great time, the full body massage was amazing and the therapists were lovely and friendly 5 stars. I had such a good experience that for my birthday I came again with my husband in September and what a huge disappointment the therapists were different my one put so much oil on my body massage techniques were very poor and no massage on hands and feet. My husband wasn't happy with his treatment either. A total let down. It would have been nice to be informed there will be no steam due to refurbishment and also by booking in the morning there will be swimming lessons for toddlers which didn't make the experience relaxing at all.
Nicola Simmonds1 year ago
The pool is closed, the heating in all of the rooms is not working. If you speak to anyone at the desk they gaslight you and tell you it's not a hotel wide problem. When you can quite clearly see that they are wheeling electric heaters across the hotel and you can hear others making the same complaints.
They offered a second duvet and an additional electric heater, they only brought a heater. When we asked about the duvet they told us there were none that they could find as they had handed so many out. I just think it makes a complaint so much worse when the supervisor tells you that they are not aware of there being any problems but it is just not true.
They claim to have updated the website about the pool, when in fact they have just removed the pools existence, the absence of information is not information. When we booked using a third party website it told us there was a pool.
To top it off - we have been woken at 8.30am on a Saturday by banging on the ceiling. No one at any point told us there was construction happening in the hotel.
The irony is that we are staying here because there is construction happening in our own home and we wanted to stay someone comfortable for a couple of days to get some rest.
If the manager is reading this, you are extremely lucky to have staff who seem to have amazing patience in dealing with the amount of complaints they are receiving, I hope they soon realise their worth and find jobs at a different hotel.
Whoever made the decision to continue taking bookings after the heating has been broken for over a week and to not inform people that construction was happening or simply put on the website the pool is closed rather than remove any evidence of it ever existing is the one at fault.
Tina (tplondon)1 year ago
Didn't stay in this hotel but had a Virgin experience for my Christmas present last year from my daughter for two people. Had to use before it expired 7 Dec 2022 for a luxury pamper and spa experience.
Lovely Hotel with the most gorgeous swimming pool and spa. I would actually become a paid membership to use the pool if it also included aqua aerobics etc.
My sister and I really enjoyed swimming in the nice warm water, then relaxing in the spa afterwards.
We both had a 55 minute full body massage. Both agreed best massage we have ever had. I have had loads in various countries and here at home.
What a Shame that the new owners are closing this lovely hotel and it's luxury pool down on 9th December 2022.
Some other people in the changing areas were also not happy it was closing. They had held memberships of over 20 years for the leisure facilities.
Wish it hadn't taken myself so long to find the perfect pool, only to find out it is to be closed down in a few weeks!!
Francis Thomson2 years ago
Lovely bar with just the right setting/ambience for a nice chilled out drink and catch up.
Isa is one of the best barmen ever and a top guy too, very interesting and super friendly.
Price wise it’s a little above the average for a place in Bexleyheath but what you would expect from a hotel.
The restaurant and surrounding facilities all look good too although we did not eat.
The toilets and rest of the public area are very clean and tidy and the place is well kept in general.
Felipe Santos2 years ago
Beautiful rooms, great dinner menu and very good location with parking on site. Staff friendly and polite.
To the cons, phone in my room was broken, complained in my first night and when I left was still broken. Shower hot water was dripping, if only it had half of the pressure of the cold water. Parking is a bit too small if you are driving a lager vehicle such as an SUV, but you can still fit. I parked a transit mid size but most nights had to use two spaces.
We arrived excited and got to the spa area and were told that the sauna and steam room were not available due to refurbishment. (May I add this spa day was booked through Spaseekers) one of my daughter was really looking forward to using the sauna so we were very disappointed. We then were gave our robes and went to sit by the pool side on the sun loungers, only to find that swimming lessons were taking place for babies and toddlers! I love kids, I work with them but to have them splashing and squealing whilst I’ve paid for a relaxing spa day was not what we expected and the lessons went on till 12.00!
To then top it off the refurbishment started so we not only had excited loud babies and children to listen to but banging and the sound of an electric saw every five minutes.
We had our treatments (the young girl was lovely) but they were hardly luxury treatments. (My daughter is a beautician) so we knew what to expect and it certainly wasn’t that! We couldn’t stand it and after two hours left. I will be expecting a full refund.
The hotel itself was lovely with friendly reception staff and the bar man was very attentive and helpful and our stay over was fine.
The spa should most definitely not be advertised as a spa in our opinion. It certainly wasn’t a serene escape as you advertised!
The hotel is very dated which would be fine, however it is dirty and mouldy. (One of our rooms had black mould in the bathroom in various places)
The customer service is very lacking from front of house and management.
We were overcharged for our room rates and complained to which they are refunding the over payment, but no apology for the rest of our disappointing stay.
Breakfast was lovely and chef Alex makes a lovely omelette. However the staff in the restaurant are rude and dismissive. We had to clean our own table to be able to sit down.
Overall a rather disappointing stay that is very expensive. I would avoid and save yourself so fortune by starting in the premier inn up the road.
The hotel is visibly clean throughout. The room was super clean but was short on toiletries: shampoo & body wash.
The AC in the room is absolutely worthless as it didn't provide cold air although it was extremely loud... it sounded like a lawnmower. It was best just to turn it off and open the windows.
The 3pm check-in is a bit much....most hotels have a 2pm check in and some will allow the guest to check in at 1pm. But 3pm is not the standard.
They offered a second duvet and an additional electric heater, they only brought a heater. When we asked about the duvet they told us there were none that they could find as they had handed so many out. I just think it makes a complaint so much worse when the supervisor tells you that they are not aware of there being any problems but it is just not true.
They claim to have updated the website about the pool, when in fact they have just removed the pools existence, the absence of information is not information. When we booked using a third party website it told us there was a pool.
To top it off - we have been woken at 8.30am on a Saturday by banging on the ceiling. No one at any point told us there was construction happening in the hotel.
The irony is that we are staying here because there is construction happening in our own home and we wanted to stay someone comfortable for a couple of days to get some rest.
If the manager is reading this, you are extremely lucky to have staff who seem to have amazing patience in dealing with the amount of complaints they are receiving, I hope they soon realise their worth and find jobs at a different hotel.
Whoever made the decision to continue taking bookings after the heating has been broken for over a week and to not inform people that construction was happening or simply put on the website the pool is closed rather than remove any evidence of it ever existing is the one at fault.
Lovely Hotel with the most gorgeous swimming pool and spa. I would actually become a paid membership to use the pool if it also included aqua aerobics etc.
My sister and I really enjoyed swimming in the nice warm water, then relaxing in the spa afterwards.
We both had a 55 minute full body massage.
Both agreed best massage we have ever had. I have had loads in various countries and here at home.
What a Shame that the new owners are closing this lovely hotel and it's luxury pool down on 9th December 2022.
Some other people in the changing areas were also not happy it was closing. They had held memberships of over 20 years for the leisure facilities.
Wish it hadn't taken myself so long to find the perfect pool, only to find out it is to be closed down in a few weeks!!
Isa is one of the best barmen ever and a top guy too, very interesting and super friendly.
Price wise it’s a little above the average for a place in Bexleyheath but what you would expect from a hotel.
The restaurant and surrounding facilities all look good too although we did not eat.
The toilets and rest of the public area are very clean and tidy and the place is well kept in general.
To the cons, phone in my room was broken, complained in my first night and when I left was still broken. Shower hot water was dripping, if only it had half of the pressure of the cold water. Parking is a bit too small if you are driving a lager vehicle such as an SUV, but you can still fit. I parked a transit mid size but most nights had to use two spaces.