The Billesley Manor Hotel

Hello Management, I am writing to formally address the utterly disappointing experience my family and I had at your establishment this afternoon for high tea, which was booked to celebrate my parents' birthday. While I pride myself on maintaining a polite demeanor, the sheer cascade of failures today demands a firm and candid response. The breakdown in internal communication between your telephone booking staff and the on-site service and kitchen teams was nothing short of staggering. * The Birthday Arrangement: When booking over the phone, I explicitly requested two pastries for my parents' birthday, which the staff member assured me would be provided. Instead, we received a slate with "Happy Birthday" written on it and three measly chocolates. Clearly, the note was never communicated to the chef or the kitchen. * The Table Capacity: Despite calling in advance to add an extra guest—which was acknowledged and confirmed over the phone—our table for six was not ready upon our arrival. We were left scrambling to source missing chairs and asking for cutlery, cup and saucer ourselves. * The Food and Dietary Discrepancies: Despite assurances that ample chicken and vegetable options would be provided to accommodate our party of six, we were served a meager two small slices of chicken sandwiches to share among all of us. The rest consisted primarily of smoked salmon, cheddar with chutney, and smoked salmon that tasted raw, which even my 14-year-old child refused to finish. We paid an exorbitant, extortionate price for what turned out to be hopeless service, systemic staff miscommunication, and an utterly ruined celebratory afternoon. I wish I could get a refund for this unacceptable experience! I look forward to your swift response regarding how you intend to rectify this matter.

We booked 3 rooms, one and accessible room for my disabled wheelchair bound stepfather. Upon arrival, my sister had a bad fall in the car park. Staff immediately came to help n provided a wheelchair as my sister had hurt her back. The staff helped wheel her and allocated her an accessible room next door to my stepdad. The following morning, we found my sister had had a stroke. The wonderful staff called an ambulance and generally rallied around and stayed with us until she was safely in the ambulance and we were in a taxi. I cannot thank all the staff working there, from the 2 hotel duty managers to the duty staff. It's at times like this, you can seriously see how amazing, emphatic and caring the staff are. THANK YOU TO EACH AND EVERYONE OF YOU xxxx

What a lovely hotel. The fountain in the garden is spectacular. As somewhere to stay in the Arrow Valley this is high on my list. I shall note a special thank you to Tomas/Thomas and his team for catering to my needs. Exceptional service and good chat. There was a wedding reception here at the time, I chatted to a few of them, and it would seem a good venue for this too. Worth a stay. Nice hospitality guys. Thank you.

Attended for a spa day which included a treatment and also afternoon tea. The spa reception area, changing rooms and treatment rooms have clearly been recently refurbished and look great. My scalp and shoulder massage was lovely! The pool area along with the steam room and sauna and quite dated, (steam room didn't seem to produce any steam), but all clean. It's a bit of a walk from the spa to the dining area to have afternoon tea but the dining area is really lovely. The afternoon tea itself was fairly average; we had a salmon, ham and a cucumber sandwich each, 2 scones and various other sweet treats. Staff forgot to give us any jam and cream with our scones, after 10 minutes we were about to ask if we could have some but they brought it over. Staff were friendly. The grounds are absolutely beautiful! We had a lovely time but I probably would go elsewhere for a spa day/afternoon tea.