Doubletree by Hilton Newbury North

The service made our stay especially lovely. LUBO in the restaurant was warm, attentive, and professional, and JOSH was just as helpful and friendly at breakfast. The food was delicious and well prepared, and we enjoyed our time there. Thanks to Lubo and Josh for making us feel so welcome.

My room was spotless, and the staff dealt with my small requests quickly and graciously. Everyone was welcoming from the moment I arrived, always ready to help and greeting guests with a smile. They clearly take pride in their work. Danil made the visit feel personal and memorable. I was genuinely impressed by the service and look forward to staying at Orida Hotel Newbury again. I’ll recommend it to friends and colleagues.

The problems began when we arrived in the evening. The bar was open, but service was chaotic and unprofessional. Staff struggled to understand basic requests, were working in jackets, and seemed unfamiliar with proper hotel service. The atmosphere was uncomfortable. Then, at around 2 a.m., a pipe burst and flooded an entire floor. Water was everywhere and the ceiling collapsed. In our room we had no electricity or hot water, and nobody seemed to be managing the emergency. We didn’t sleep, first because of the noise and confusion during the flooding, then because industrial pumps were running loudly in the morning to clear the water. It felt like a construction site, and the conditions seemed unsafe. I’m adding photos of the flooding and collapsed ceiling. This really happened, it’s not an exaggeration. At checkout, we expected at least an apology or someone to take responsibility, but all we got was an email address and a suggestion to “send a complaint.” There was no care for guests or accountability. Staying at ORIDA HEALTH near Newbury was the worst hotel experience we’ve had. Poor management and no customer service made the whole place unacceptable. I strongly do NOT recommend it. Avoid it at all costs.

Kim went above and beyond to rearrange our room so it would be adjoining, and Vincent at reception was so kind, opening doors and helping make our stay exceptional. The hotel staff have been incredibly helpful with every request. Best service!