Cliveden House

The biggest issue is still unresolved: we were charged £20 for a facemask we never used, with no question asked first. We were simply told the charge had been made, and weeks of emails asking for it back have got us nowhere. It feels like they’ve effectively taken money for something we didn’t use. Dinner was okay, but extremely overpriced for what it was, and after such an expensive night’s stay the whole thing felt petty. We’ve made a pre-Christmas visit to Cliveden an annual tradition, but after our late 2025 stay, we won’t be back. On arrival, nobody greeted us or offered help with our bags, which isn’t what we expected from a five-star hotel charging so much per night. My wife also asked for a £100 voucher to be taken off the bill, and the front desk confidently said it had been included. We only spotted the mistake once home. Several time-consuming emails later, that part was sorted. Between the poor welcome, the billing problems, and the charge we’re still trying to recover, we won’t return next year.

The grounds have miles of lovely walks, and the spa has indoor and outdoor pools, hot tubs, plus all the facilities you could ask for. With such high-quality rooms and service, this is a very special place, one of the finest hotels in the world. Highly recommended!

The worst moment for us was at the pool. Around 6 p.m., my 10-year-old daughter was rudely told to get out, then shortly afterwards told to leave the whole spa, even though it stayed open until 9. The way it was handled was upsetting for a child. We’d also booked a massage without being told about a cancellation policy. After the unpleasant treatment the night before, we decided not to go ahead and informed staff, but they still deducted the full amount despite taking only a partial deposit when we booked. We stayed two nights, and this was among the worst hotel experiences we’ve had in England. Right from the start, the place felt tense and unwelcoming. Staff were rude, and there seemed to be little communication between them. We got different answers from different people about policies and restaurant reservations, which left us constantly confused. In-house guests also seemed to be pushed aside when making reservations in favour of private club members. Senior management didn’t help. The general manager, Alex, and house manager, Dominic, came across as poorly coordinated and showed very weak customer service. There was no real sense of guest care or professionalism. The poor communication, disorganisation, and rude handling of problems ruined what should have been a relaxing stay. We wouldn’t repeat it or recommend this hotel to anyone looking for a calm, professional, welcoming place.

The breakfast was sensational, and the view made it even better. Food quality was generally great, though the room-service à la carte meals felt pricey for their size and quality. Still, that’s perhaps to be expected at Cliveden House, and I’d absolutely love to return. We stayed in Prince Albert. The room was small but cosy and luxurious, with the appliances we needed and complimentary snacks. It had a lovely view, especially if you want a glimpse of the outdoor swimming pool. The staff were incredibly kind and helpful, the spa was a pleasure, and the shop had a nice range of products at realistic prices. It’s hard not to like the Cliveden House.