Best Western Ufford Park Hotel

The spa facilities were spacious compared with other hotel spas I’ve visited, and everything was in good order. My husband and I both came away feeling relaxed after my facial and his full body massage. The sparkling afternoon tea was a real highlight for him, he said it was the best he’d ever had. They also catered for me as a vegetarian, which I really appreciated. Everyone we met was friendly and welcoming. Amber at the spa reception was especially accommodating and professional, and made us feel at ease all day. I also overheard a customer speak unkindly to her, and she handled it very professionally. She’s a real credit to the team. Thanks for a lovely day, we’d definitely book again.

Breakfast was a letdown. At 9am, tables were still covered in dirty plates, and the table we found only had a mug and cutlery for one. When we asked for another set, staff said they were all being washed. The orange and apple juice dispensers were empty too. The breakfast itself was reasonable in the end, but the young staff seemed unsure what they were doing. Since breakfast is booked in advance and served from 7.30 to 10.30am, I’d expect the team to know how many people are coming and for service to be consistent. We’d booked a room so my husband and I could attend my work’s Christmas dinner dance. The room was average, with a small tear in the duvet cover, chipped paint and a generally tired look. The pool and hot tub were usable, but there were used towels and flip flops around the pool and changing rooms. The meal was okay, though not very hot. The young servers took ages bringing out two plates at a time, and a trolley would surely have worked better for a table of 16. The room was packed with tables right up to the bar and dance floor, leaving hardly any room to dance once the band started. One of the two ladies’ toilets blocked within the first hour or so. When we left, the receptionist took our door card but didn’t ask if everything had been satisfactory. By then, perhaps that was just as well. All in all, a disappointing stay, and not worth the 4-star price we paid.

The spa used to be so nice, but it’s gone badly downhill. The hydrospa jets don’t work, most of the room is closed off, the toilets are broken, and the changing rooms are dirty. The water had run out and no one refilled it. Staff even forgot to switch on the lights, so it got dark. It’s sad to see the place like this, with no one seeming to look after it. I won’t go back unless it gets sorted. Customer service was strange too. Staff seemed more interested in chatting to each other than checking on guests, and I had to point out that we needed help with a few things. There didn’t seem to be much common sense, and we nearly walked out. I guess it could be down to a lack of training or experience.

What could have been a stressful weekend turned around because of the team at Ufford Park. A third-party booking issue meant we arrived without rooms, golf or dinner booked. The receptionist, whose name I sadly didn’t catch, found us rooms and upgraded them even though the problem wasn’t theirs. Emily, who I believe is the bar and restaurant manager, stayed calm, understood the situation and took action. She even arranged complimentary drinks, which we really appreciated and helped lift the mood. Our waitress, a young lady with brown hair and braces, was patient, funny and professional while looking after eight loud, drinking blokes. The golf team also did their best to fit us in at short notice. We missed the final few holes because of daylight, which was completely outside their control. The staff genuinely went above and beyond. I hope management recognises and rewards the people mentioned, they’re a credit to the hotel. We’d happily come back and recommend Ufford Park based on the service alone.