Pennyhill Park Hotel and Spa

To the Hotel Manager I recently stayed at the Penny Hill Park Hotel, upon arrival there were no directions to the reception, no Doorman, and no help with the luggage. Upon check-in, the receptionist asked to have the Credit card and she input the card manually, she didn't ask for any chip and pin pre-auth, is this right? After check-in, she informed us about our room number and told us where to go, no rooming, and no showing at the Hotel, so we had to ask housekeeping to have the directions to the room. When entered the room, the radio on the bedside table was on and loud, anyway, we left the luggage and went to the Restaurant to have a bite for lunch. For 2 burgers and 2 drinks, we wait 40 min and when I was asked where was the food, the waiter was pissed off and not happy at all. After an hour and a half, we went back to the room to get a chance to go to the spa, and on arrival, we found a little treat regarding our anniversary celebration. THANK YOU On arrival at the spa, we met Michelle, the SPA Manager, I have to say that she is the most wonderful member I have met during this stay, she was nice to us and showed us the spa and directed us to the pool and confirmed the treatment for the next day. However, If you expect to have a service in the spa or a waiter passing by to take the order, forget. There is no service in the pool, all tables outside and inside were dirty and not patrolled, there is a little Bar where a cocktail costs 6 pounds, where you have to go to order and wait there to pick it up. Anyway, the day in the pool was nice, and the pools outside were nice too, it was relaxing but the problem is that the Service doesn't exist. The restaurant is nice and the food was very good, I have to say that for 310 pounds of dinner with that service is very expensive, portions very little, and no service at all, and again when we sat down, we ordered the water and never arrived, only when the waiter came to take the full order ( after 15 min). After dinner we went to the terrace, all the tables were dirty and full of glasses, and plates and we decided to sit down in front of the fireplace with all the dirty plates from the previous guests and the bad smell. In the morning we missed the breakfast, as the breakfast was only 2 hours, the receptionist informed us that the breakfast started at 7:30 and finished at 9:30, that's very odd. Anyway, we went to the spa to have the treatment, as the treatment was at 11 am, we asked to have a late check-out at 1 pm. The reply was simply NO. Because there was another arrival, the receptionist didn't even try to find a solution, nothing, no care at all. Anyway, we went to the spa to have a treatment, and thank God we met again Michelle, the only person who cared, she explained the treatment and was with us all the time. After treatment, we went to the room and the keys were not working, so I headed to reception to have the new key, however didn't work and luckily a reception

Our 4th time visiting Pennyhill but our first two night stay. What a treat to be repeated! From check in with Bianca, to dinner in Hillfield with Kannika, onto breakfast both mornings with Talia, afternoon tea with Arish and then dinner in the bar with Rohit, we couldn’t ask for a more relaxing and enjoyable stay. Not to mention the incredible spa and room! Thank you all for the great and friendly service, we’re looking forward to returning already.