The Felbridge Hotel and Spa

A lovely stay as usual as have been many times,we always enjoy the pool and spa and the chilled environment Breakfast as usual was very nice it was sad to see lovely Sandra was given verbal abuse by 2 people in the queue for breakfast which had only paid for 1 meal yet the ladies ignored her and continued into the restaurant with the rest of the family Sad to see people abuse the staff when they are only doing their job and for people like ourselves that have paid to eat x Many thanks for a wonderful stay x

Wow where do I start from the moment we walked in we were greeted fantastically well the hotel is spotless and worth every penny. But I especially need to give a massive shout out to Justyna/Ana for the kindness in what was a difficult situation for myself and my wife. The company as a whole should be extremely proud and lucky to have such great employees and cannot thank them enough they certainly showed us that there are still some really kind people in this world so once again thank you 🙏🏻

II stayed at the Felbridge Spa in August with a group of friends to celebrate my 60th birthday. As someone who has visited the Felbridge many times over the years, I chose the hotel because I trusted that it would provide the standard of service and experience expected for such an important milestone occasion. Sadly, this stay was a complete disappointment from beginning to end. The problems started as soon as we arrived. One member of our party had suffered a bereavement and understandably could no longer attend. We explained the circumstances to the hotel, yet there appeared to be absolutely no flexibility, discretion or compassion shown. We were still required to pay the full amount. Despite this difficult start, we were determined to enjoy my birthday. We checked into our rooms, had afternoon tea and spent time by the pool before getting ready for my 60th birthday dinner, which was supposed to be included as part of our package. The evening meal was quite frankly appalling. What should have been a special birthday dinner turned out to be an extremely disappointing buffet with such poor food and limited choice that we could not eat it. This was my 60th birthday celebration. We had brought a birthday cake, candles and balloons and had planned our entire evening around celebrating at the hotel. Instead, we had no option but to leave the Felbridge and find a restaurant elsewhere. We therefore incurred additional taxi costs as well as the cost of eating elsewhere. More importantly, it completely disrupted and delayed the evening we had planned. Although the hotel eventually compensated us for the meal, reimbursing the cost of food does not compensate for the taxis, the inconvenience, the wasted time or the fact that an important milestone birthday celebration was spoiled. Unfortunately, the problems did not end there. My sister-in-law was bitten repeatedly during the night while sleeping in one of the rooms, leaving her covered in visible bites. She has subsequently tried to raise this serious concern with the hotel. Simply being told that the room had been cleaned does not adequately address what happened to her. What I find even more unacceptable is the hotel’s handling of the complaint afterwards. She has repeatedly requested a copy of, or information about, the hotel’s formal complaints procedure and has still not received it. There appears to have been no meaningful attempt to properly investigate her concerns, provide her with an appropriate person to escalate the matter to, or explain how she can progress her complaint. Ignoring a guest who is trying to make a legitimate complaint is simply not acceptable customer service. I am particularly disappointed because I have been coming to the Felbridge for years and personally recommended it to my friends for my birthday celebration. I therefore feel extremely let down and embarrassed that the experience was so poor. A 60th birthday is a milestone that cannot be recreated. What should have been a relaxing, special and memorable celebration with my friends became an evening of inconvenience, additional expense and disappointment. I would like senior management at the Felbridge to review what happened during our stay and, importantly, the way the subsequent complaint has been handled. I would also like an explanation as to why repeated requests for the hotel’s formal complaints procedure have apparently gone unanswered. After being a returning customer for many years, I am extremely disappointed to say that, based on this experience and the lack of satisfactory follow-up afterwards, I will not be returning to the Felbridge.