This is a very nice location but the management is deluding itself if it believes this to be 5 star. A five star hotel is all about the small touches and the service in our experience, but although Matfen Hall has a stunning location and high quality (albeit a little footballers’ wives) decor, the small touches and service let it down significantly. The Cloisters restaurant was a point in case. The breakfast service was shambolic at best, and just not good enough considering the prices being charged. The dinner was pleasant enough, but again, the service was not five star level. The staff were very nice, but mostly teenagers without the level of training and skill one might expect. The whole experience left us feeling let down. We’d paid top level prices for a decidedly mediocre level of service. The staff only seemed interested in upselling. The management decision to then add a 12.5% service charge to everything just left us feeling like a commodity. To top off the experience, we found the fridge in the room was at room temperature and we had to help the maintenance man fix our safe before we could use it. We probably won’t be back.
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