It could be so much better
09/10/2018 Jenny L, Tamworth
There is nothing wrong with the Chilworth Manor Hotel at all however after a number of misunderstandings at booking (admittedly this was partly my fault) and again a misunderstanding with room service... more
There is nothing wrong with the Chilworth Manor Hotel at all however after a number of misunderstandings at booking (admittedly this was partly my fault) and again a misunderstanding with room service (one sandwich had fillings we had asked not to be on there so we had to send this back, all sandwiches were on brown bread when we had asked for white although we couldn't be bothered at this point to have them changed) it just feels like the staff don't communicate properly which leads to a number of preventable mistakes. Room Service was ok but over priced although I expect that to a degree. The restaurant menu looked very expensive.
Rooms are adequate and what I would expect of a 3 star hotel. The location is slightly strange as you drive through the grounds of a Uni to get to it but once there the grounds are very nice it is also a great location for a trip to Peppa Pig World and
We had a connecting room as we travelled with our 2 children. We were disappointed to find that children were restricted to using the pool on weekends only between 3-5, as we were stopping on a Friday this was no good for us. I was told by a member of staff that these hours and times are clearly stated on our website, they are not, they just state there are restricted hours in place for children but no times and days etc. hence why I asked the question. Also note that the leisure complex is in a different building to the hotel.
Breakfast again was nice but not amazing. The hot self serve breakfast was ok, there was a selection of around 4 cereals, 4 fruits and some yogurts. Despite arriving a 8.30 for breakfast all pastries were gone and were not replaced which I find annoying and poor. Tea and coffee were however served to the table which I liked.
When I went to check out I asked a question about my invoice and the response was 'I'm not sure that's just what they put'.
This hotel could be so much better but it feels like none of the staff have been trained properly which is massively letting the hotel down! Any questions I asked seemed to be met with 'im not sure'. Unfortunately the whole process from booking through to ordering food was all just a little bit more painful then it needed to be so it has to be said we are unlikely to return to Chilworth Manor. less
Nathan C, General Manager at Best Western Chilworth Manor Hotel, responded to this review
Dear Jenny L
Thank you for reviewing your stay. I am sorry to see there was some confusion when you placed your booking via Booking.com and that the child swim times were not clear to you at the time of booking. We do our very best to communicate these times to all guests whether booking with us here at the hotel or via a third party such as Booking.com. I have checked today to reconfirm that the times are displayed on the Booking.com website and can confirm it states: "Guests aged 17 years and younger must be supervised at all times in the Health Club by an adult, and are only permitted to use the swimming pool between 15.00 and 17.30 on Saturdays, Sundays and Bank Holidays. Children under the age of 17 are not permitted to use the swimming pool at any other time." It is my understanding that this information is also included in the booking confirmation received from Booking.com. We do encourage guests to book with us directly to ensure a smooth process, if visiting Paultons Park we also offer an inclusive package via PaultonsBreaks.com which is incredibly popular.
Our sandwiches are served on malted or soft grain bread but I'm sorry to see that there was some confusion with regards to the fillings. I'm disappointed with your feedback in relation to breakfast and I will ensure this is discussed with the team.Thank you for bringing these points to my attention.
I do hope you will choose to stay with us again in the future.
Nathan Chart - General Manager