Malmaison Cheltenham

We stayed with a large group of friends for my wife's surprise birthday, and Keegan made sure every part of the visit was looked after. That kind of service made what could have been a stressful gathering a real pleasure. You're a star, Keegan, and deserve to go far in the industry. Awesome.

We came for the funeral and wake of a dear old friend, who sadly died at 100. The way the wake was handled left us feeling rushed and frankly dumbfounded. Plates of food were on the table for only about 20 minutes before a staff member came in and cleared them away. Many of us had politely taken turns so others could go first, and although there was still food on the platters, several guests, including me, missed out. I presume it was thrown away, food that could have been eaten if staff hadn't been in such a hurry to end the wake. We didn't complain directly because it didn't feel appropriate at a funeral. I was appalled by the lack of professionalism from staff, who gossiped among themselves and used profanity within earshot of guests and children. During the catering, they blocked walkways and corridors, making things inconvenient for people with mobility difficulties. We were also disappointed that we couldn't sit in the conservatory because it wasn't weatherproof enough and flooded after a bit of rain.

We had a comfortable overnight stay after booking at the last minute. The hotel gave us good access to town and the local restaurants and bars. There was a wedding on, but you'd hardly have known. The staff were lovely and friendly. Breakfast was nice and had lots of choice, though the restaurant was very chilly. Apart from that, it was a fantastic place to stay. We'll be back soon.

A very good stay, even though it was short. The staff were lovely and attentive, especially at the front desk. Breakfast service could definitely be better for a hotel with four-star expectations.