voco Winchester Hotel & Spa by IHG

The main disappointment was the noise on our second night. A wedding party had rooms on our floor, with large groups coming and going, shouting in the rooms and corridors, and slamming doors well past midnight. Reception didn’t answer when we called, so we had to deal with it ourselves. I’d have liked reception to be available during the hours advertised. Aside from that, my partner and I had a relaxing weekend at voco Winchester. Our spacious, bright Grand room was clean and had a very comfortable bed. We wished the windows opened for fresh air, though the room did have air conditioning. We had a treatment on the first day and spa access on both days. Availability was limited, so booking treatments and access well ahead is a good idea. We ate breakfast and dinner in the restaurant four times. The food was very good, especially the pizzas, and the service was impeccable. Staff handled our food allergies thoughtfully, remembered us, coordinated with one another and the kitchen, and made extra accommodations. That made every meal easy and relaxing. We enjoyed our stay and would recommend the hotel.

The breakfast was surprisingly good, and the waitress the next morning was warm, funny and welcoming. The gentleman on reception was pleasant too. Our late-night check-in on 7 May, after 11pm, was the disappointing part. I’m an IHG member, but the young blonde receptionist only asked whether we wanted breakfast. After we paid, she didn’t tell us where it was served or offer any useful information. We left before 10.30am the next day, after a short stop between long-haul flights. We didn’t feel welcomed by the blonde lady at all. She seemed unhappy and unfriendly. Most of the staff were friendly, so we didn’t want to give the stay two stars, but management should keep an eye on service standards since frontline staff shape the guest experience.

From the reception through to the restaurant, the service was great. Matty the manager was friendly and professional, and made us feel looked after. George, one of the waiters, was brilliant too. The staff are welcoming and helpful, the rooms spotless, and the food good. The people here give the hotel a lovely atmosphere.

I felt misled by the marketing and was really unhappy with our stay. When I called a week before arriving to ask whether spa access came with the booking, the woman on the phone clearly said yes. At the hotel, we were asked to pay extra. We booked as part of our Paulton’s break because the hotel was advertised as having an indoor pool, but what we found was a small hydro pool. Had that been clear, we wouldn’t have booked. There was no fridge in the room, so reception had to store my toddler’s food. We only had tap water in the room, despite staying during a major heatwave. Basic toiletries such as cotton pads weren’t provided either. There was a note telling us to ask reception for them, which I’ve never encountered in a hotel. For a four-star hotel, it felt like every trick was being used to avoid costs.