Best Western Chilworth Manor Hotel

We booked a long weekend for our anniversary. The hotel looks great, but the staff haven't a clue about customer service. The welcome was far from friendly with no information about facilities provided. We booked a king size room, which was lovely, thoughtfully decorated and modern. On our first night a wedding was going on and the hotel had no restaurant places for residents nor room in the bar. The staff just seemed focused as a wedding venue and not to other guests. Breakfast was a luke warm buffet served on cold plates, and getting a cup of coffee was near on impossible. The attitude of the manager on Sunday morning left a lot to be desired, abrupt with no sense of customer service. We ate in the restaurant on Sunday evening and were quite underwhelmed with the choices, furthermore some ingredients didn't seem to be available as inferior quality substitutes were made. Whilst we were ordering at the bar, a manager felt it appropriate to berate a member of bar staff while he was trying to serve us, we felt so sorry for the young man, it was humiliating. The venue seems to be geared up as a wedding venue and not for ordinary hotel guests. We wouldn't stay here again nor recommend it. less

Great looking from the outside, and when booking in but if you’re not staying in the manor itself, be prepared for a tired outdated room. Rather disappointing and in need of modernising to match the wonderful Manor House areas. Breakfast was great - again what we expected. But the room was really awful. less

I held a residential at Chilworth Manor for thirty delegates. The booking process was smooth, and pre-event comms from the conference team were clear and responsive. Once we'd arrived, Nigel and his team (in particular Vincent, Christina, Sarah and Joseph) couldn't do enough to make our stay good. Any slight hiccips were fixed immediately, as were any additional requests. It's a really good venue for a conference or residential meeting, particularly when you can get outside into the fantastic grounds. less

We had our wedding here on 20th May 2022. We can not fault anything at all regarding the wedding day. The staff were amazing and they couldn't do enough for ourselves and our guests. The food was delicious, and everyone in attendance was in agreement. The team involved in our day from the wedding coordinator, our toast master and all the team involved in the food and reception made everything perfect, and we can't thank them enough. The actual stay in the hotel was a bit of a nightmare. Around about 12am on the morning of the wedding, the fire alarms started screeching in our rooms. Obviously some commotion with will guests in the corridor wondering whats going on. While this is going on, my Partner who is hours away from becoming my wife is out in the car park with our 6 month old Daughter and our 4 year old Daughter as they have been vacated from the building. We were finally informed by a member of staff that a guest had set it off by having a shower. After settling the girls back down, it was 2.30am and my bride finally managed to go to sleep herself. )Obviously I'm in a different room as I'm not supposed to see her until she walks down the aisle. ) The following night, my now wife and myself go back to our "deluxe Manor suite" with our 6 month old as our 4 year olds staying with her Nan. We settle the baby and then jump on the bed for a cuddle. Sadly, it didn't quite work out well as I kept falling down the gap in the two twin beds that have been pushed together. I know, madness. We go to sleep in separate beds and 1.30am the alarm starts going again. Ridiculous I know, and again? Someone knocked our door and we ignored it as we ain't going through the same drill as the night before. Finally it goes off. 7am on the dot, the alarm starts going again. This time, there's no water either. We can't give our Daughter a bottle which she needs and wants now. The restaurant staff couldn't help us either as they said they had no water as well. Eventually, the water came back on and our now screaming, upset and hungry baby can now be fed. One of our wedding guests was my Uncle, who just happens to be a fire inspector spoke to someone in charge about the alarms. He then came to us and told us all to get a 50% discount for what has happened. All of our guests who stayed did, but when we (the ones who just paid thousands of pounds to the hotel) enquired about our rooms, we were told we would have to go through someone else. We reminded them that one room was paid in cash, which we then received 50% back. We had to wait for a partial refund on the "deluxe manor suite". When we were contacted later on we weren't originally offered a refund. When we said we didn't want to stay at the hotel again, we were then given a partial refund on that room also. It's such a shame that this happened, because the wedding to us, was perfect from start to finish and we can not fault any staff or anyone involved at all. Just the experience with the alarms and water has really put a sour taste in our mouth. I would be interested to see a report on the alarms as I'm not too sure they are working properly. Looking on Google a week later, we also saw a review saying the same thing. Again, I feel terrible writing anything bad about this place as they gave us the best wedding day we could have wished for, but I have to be honest and score it based on our actual stay. less

The trip was a gift from our family, what a great hotel, set in lovely gardens. The rooms were clean and tidy and booking in at reception was easy. The dinner menu was good along with the wine list - not too expensive either. We asked about the history of the hotel and a member of staff printed off a 3 page history for us within minutes. less