Hotel du Vin & Bistro Henley-on-Thames

Our room was gorgeous, and the location was perfect for getting into town. Everyone on staff was attentive, kind, and friendly, especially Sunny on reception. We loved staying here and would return in a heartbeat.

We were looking for a quick coffee in Henley somewhere away from the high street. In the spacious bar and lounge, a receptionist came over, carefully took our order for two espressos with hot milk on the side, charged us over ten pounds, then asked us to sit in the 'Library'. Five minutes later, another staff member arrived with two huge Americanos and a jug of cold milk. A third colleague promptly corrected the drinks, but it was surprising that such a simple order caused so much trouble at a hotel of this class, especially at luxury-hotel prices.

The room was heated to 27 degrees. I like a cosy room, but this felt like being a lobster in a pot. We couldn't open the windows, so it stayed hot and stuffy even with the air con. There was no parking available during our stay, and we had to use the train station, which wasn't cheap, with no reimbursement. I'd called ahead and said it was a friend's birthday, but nothing was offered for the occasion, which surprised me given the group booking. The bottle of Prosecco at £42.95 seemed steep. Worse, staff tried to make the birthday girl pay at check-in, even though I'd told them she'd booked and I would pay. It spoiled the surprise. I paid at checkout, but a few days later she was emailed asking for payment for the Prosecco. Now she knows the cost too, and had to check with her friends whether it had been paid, which it had. It had so much potential, but let us down.

We regularly meet family in Henley, and this is always our pick for a stay and for Sunday lunch. The rooms are beautifully decorated, the service has always been excellent, and the food is delicious.