“Would have been 5* if it wasn’t for the waiter…”

Would have been 5* if it wasn’t for the waiter… I think the easiest way to write this review is to break it down into sections. The Bar The bar has a really warming, cosy, sophisticated vibe and the bar man was fabulous. He was happy, welcoming, passionate and you could taste this in his drinks.… more

Would have been 5* if it wasn’t for the waiter… I think the easiest way to write this review is to break it down into sections. The Bar The bar has a really warming, cosy, sophisticated vibe and the bar man was fabulous. He was happy, welcoming, passionate and you could taste this in his drinks. Excellent. The cocktail I had was absolutely fantastic too. The restaurant (Gardinia) Unfortunately this let the whole stay down. I would like to start by commending the manager, he handled the situation professionally and it was clear that they had been having some similar issues throughout the evening with particular staff members. I would be surprised if the waiter in question still has a job given the amount of money the manager was having to take off of peoples bills. We waited a while to be seated, once seated we were “abandoned” with the menus and it was evident that we would have remained sitting for hours if we hadn’t flagged someone to take our order. The waiter we stopped just didn’t care, you could tell, he paid no attention when taking the order, I even said to my partner “I bet he’ll get this wrong” and guess what, he did! We had to wait a while for our drinks to arrive. Then when our food arrived we received green beans instead of green salad and no chips. Then this same waiter lied to us and said that the chips were ready and he would just go to get them, but the chips didn’t come. I eventually managed to flag down another waiter (the manager) who grabbed our chips immediately. Unfortunately by this point we’d almost finished our meals. I would like to express that the chef was excellent and the food was delicious. Hats off to the chef! Unfortunately he’d been let down by his front of house team. For a hotel and spa if this quality you expect to receive outstanding customer service and unfortunately this particular waiter really let the team down. The food is worth the money, but not when it’s accompanied by poor customer service. For a restaurant that automatically adds a tip, you’d expect better! The manager as mentioned early was lovely and removed the 10% from our bill. The Spa Extremely clean, welcoming staff, great facilities. The towels provided were rather small. I had a deep tissue massage the morning of our stay and she was excellent, she personalised the treatment experience and I can’t fault her. 10/10. Our breakfast was served in the spa restaurant and again the food was excellent. The waitress in the spa was lovely, kind and polite. Clearly enjoys her job and nothing was too much. Absolutely excellent service. The Room Our room was gorgeous, situated on the top floor. It was just beautiful. The bathroom was spotless, beds comfortable and we had an excellent nights sleep. I would visit Eastwell Manor again. It was a gorgeous property and really gives that “fairytale” feeling. Unfortunately the waiter in the Gardinia restaurant really let Eastwell down.

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“Affordable spa weekend but service was lacking ”

We stayed here with a Spa package including dinner, breakfast and lunch, and spa treatments. Over all it was very good value but the service in the spa restaurant was very slow and the breakfast choices were limited and were not replenished. We stayed in the mews; room was nice but the shower w… more

We stayed here with a Spa package including dinner, breakfast and lunch, and spa treatments. Over all it was very good value but the service in the spa restaurant was very slow and the breakfast choices were limited and were not replenished. We stayed in the mews; room was nice but the shower water pressure was terrible and the central heating was very noisy during the night. Dinner and drinks in the main house were very cosy but drinks were quite over priced (£15 for standard cocktails) For a short spa weekend I would still recommend but service could definitely be improved.

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