Botleigh Grange Hotel & Spa

The staff made this wedding stay a pleasure. Everyone, from reception and room attendants to the bar and kitchen teams, was friendly, professional, and quick to help. The food was tasty and had a homemade feel, especially the burgers. The grounds and gardens are lovely, with relaxing outdoor seating. The building has character and is kept up well, even if its style is a little dated. We could see improvement work underway, and the WiFi was reliable. The heat was the biggest issue. In the hot weather, the rooms got very warm: there’s no air conditioning, the supplied fans helped only a little, and the windows open just a few inches. There was no room fridge either, which would have been useful for cold drinks while getting ready for the wedding, though I suppose it could have made the room warmer. Shower temperature kept jumping from scalding to cold and back, which was frustrating and may be related to the building’s age. Near the lake or pond, the lower gardens felt neglected and had goose droppings around, an area that could use more care, especially for young children. The spa was closed for reasons we didn’t know, but we weren’t planning to use it, so it didn’t affect our stay. The same mixed berry cider cost £5, then £6, then £5 at the bar, a small annoyance despite the great bar staff. It’s a charming place with good food and wonderful staff. With better garden upkeep, steadier shower water, and some way to manage the heat within the limits of a Grade II listed building, it could be even better. I’d still recommend it for a wedding or special occasion.

I wouldn’t return or recommend the restaurant after this disappointing lunch. Our order was recorded incorrectly, and the wrong meal arrived. The waiting staff were rude, dismissive, and made little effort to sort it out. They didn’t introduce themselves, ask about allergies or dietary needs, or check whether the meals were alright. Only after the manager stepped in was the problem resolved. I appreciate the manager’s effort, but customers shouldn’t have to escalate a simple issue to get acceptable service. The staff’s attitude and lack of professionalism reflect badly on the hotel’s management and training. I also overheard another table say that a vegan customer had apparently been served meat. If that account was accurate, it raises serious concerns about how dietary needs and food service are handled. Good customer service costs nothing, yet it was missing throughout our visit. The experience fell well below expectations. This reads as firm and credible, and is more likely to be taken seriously by management and potential customers.

We booked through Booking.com for a relaxing anniversary night away and chose the nonrefundable rate, since we were sure we’d be going. A few weeks beforehand, we were told the pool and spa wouldn’t be available, with a nearby leisure centre suggested instead. Looking at other reviews now, it seems the facilities may have been out of action for some time or often unavailable. The spa and pool were the main reason for our booking, so I asked through Booking.com to cancel for a full or partial refund because the advertised facilities weren’t available. The reply was polite but offered no flexibility or refund, blamed Booking.com, and also declined the request through them. I understand I chose a cheaper rate without cancellation if I couldn’t go or my circumstances changed. This was different: the hotel couldn’t provide what we booked for. They said the pool and spa were basically free, though they’re included in the price, and that they couldn’t offer even a reduced refund. To me, that feels like a scam. If there’s no pool, don’t advertise one. If there’s no spa, call it “Botleigh Grange Hotel.” The booking is still in place, and they could have done the right thing. Their terms and conditions seem to matter more than customer service, so I’m telling everyone I know to avoid this place. And I know a lot of people. Hospitality may be struggling, but customer service costs nothing, and if you want it here, forget it.

We had a booking for the night of 29th Nov through booking.com, at £130 a night with breakfast extra for both of us. Our main reason for staying was the spa, but only after we arrived, provided a debit card, and filled in the check-in form were we told it was out of service. They said an email should have been sent, but we never received one. Since we live nearby, there was no point staying without the spa. We were told to call the secretary, who might help, but no refund was offered because apparently the money hadn’t reached them, even though it had left my bank account. Booking.com customer service helped me raise a case. The hotel still showed no interest in compensation. We’d have been happy to reschedule for when the spa was working, since the name suggests a spa hotel, but they cancelled our reservation as if our inability to stay was our fault. I feel misled and deeply disappointed and disgusted by the treatment. They should have been upfront about the facility and worked with us on a new date or a full refund, since the problem was on their side. Update: The “nothing we can do about refund” attitude is hilarious. Booking.com paid you, and when they contacted you, you didn’t respond. How convenient. Bunch of scammers. I’d give -1 star if I could.