The Lensbury Resort

My wife and I had such a wonderful stay at The Lensbury. What stood out most was the staff - every single person we interacted with was welcoming, respectful, and genuinely enthusiastic about making our stay special. William (hope I got the name right) checked us in, and honestly, that first interaction set the tone for the entire visit. He was incredibly resourceful, thoughtful, and went above and beyond to help make the stay especially memorable for my wife and me. You could tell he truly cared about creating a great experience. The restaurant staff were equally fantastic - Saaed, Gabriel, and another lovely member of staff whose name I unfortunately can’t remember (Zu...a? - she was so good with our baby!!)- all of them were warm, attentive, and brought such positive energy throughout our meals. Service felt personal without ever being overbearing. Loved the dessert! One area of the grounds was undergoing repairs during our visit, but the team communicated this well in advance and managed expectations professionally, which we really appreciated. The grounds themselves are excellent and have everything you could want for a relaxing stay - beautiful riverside surroundings, great leisure facilities, lovely walking areas, and an atmosphere that feels peaceful, vibrant, welcoming. The room we stayed in was a very good size. Beds comfortable. Overall, this is one of those places where the people genuinely make the experience unforgettable. We left feeling looked after, relaxed, and already talking about coming back.

2 months ago · via Google

We had a great stay here! My partner and I had tried all the tennis courts in the resort which was great overall. We had a bit of time left to try the pool All of our meals were great. We both loved the mushroom risotto with steak for the main. Restaurant staff we’re genuinely kind, exceptional service from Zufan and the rest of the crew. Also pizza was delish! 10/10 stay

3 months ago · via Google

For the Wimbledon opening, we spent 2 nights at the Lensbury, and I would not return for another stay. Here's why: 1) The grounds of the Lensbury are great, and the variety of tennis courts is nice. However, we booked a court, my team mates started play before I arrived, and staff had absolutely no idea which court we were on. This was a manageable issue, but it set the tone for the rest of the stay. 2) After play, we went to the restaurant. Sitting outside, the atmosphere was nice, but the food was mediocre at best. We usually never send anything back, but in this case, we had to ask for a burger to be redone, since eating cardboard quality wasn't what we had in mind. Staff appeared to have a different opinion, gauging by their attitude. The second attempt was better, by about 25%, still a far cry from where it should be. 3) Although the patio wasn't full, staff still seemed out of sorts and promptly forgot to bring one of the orders. It took 2 reminders and then an additional 15 minutes for the missing chicken to arrive. Again, not a dealbreaker, but if you're there with your folks already, you don't want one person to eat while everyone else is either waiting for the missing dish to arrive, or the person to eat when everyone else is already done. 4) My room on the 3rd floor was questionable - at best. Yes, the A/C worked, but somehow the hotel does not believe in a mini fridge. At the price charged per night, I'd have loved to keep my water cold. Alas, no such luck. 4.1) The bathroom, specifically the shower enclosure, was designed by someone who doesn't understand that water droplets bounce of a person, and land on the tiled flooring. The ineffective size of the single glass panel enclosing the shower, meant that the floor around the shower was wet, introducing a major slipping hazard. The workaround was to use the suction cup/anti slip mat outside of the shower, instead of in the shower. Perhaps that's the intent? However, if it is, it's a really bad calculation. 5) User error. I'm not from the UK, but mainland Europe, and I promptly forgot that I'd need a power plug adapter to charge anything at the hotel. No, they do not have USB ports at the desk or near the bed, so a plug converter is your only shot. I didn't have one, but figured that they'd have one at the frontdesk that I could borrow, rent, buy. No such luck. Upon my asking, two of the gentlemen at the frontdesk, acted rather appalled that I have the audacity to even ask, and their tonality as well as attitude toward my request, which was literally "Excuse me, gents, would you happen to have a plug converter I can borrow or buy?" was met with disdained nonverbal and a "we don't have that here!" snappiness that actually took me aback a bit. I don't expect red carpet treatment, but I'd expect a respectful answer. 5.1) If management were to add some of those converters for guests to borrow, perhaps with a security deposit, or maybe even a few for sale and add your margins, this would be the lowest hanging fruit possible. 6) The hotel is currently undergoing renovation. There was absolutely NO NOTE of that at all. None. Anywhere. However, dust and noise liberally spread. This adds to the major shortcomings of communications and guest accommodations. 7) My teammates room did not have functioning A/C. They contacted guest services, who sent someone to verify that no matter which buttons they pushed, it would not work. They left my mates with "we don't have technicians on-site on the weekends." Ok, perhaps that's fair - for a hotel with several floors and likely over 100 rooms? It could also be a major oversight and shortcoming, especially since the A/C was also not repaired on Monday... 8) The upside of the hotel is that the location is quite spectacular. Unfortunately, the external visual appearance of the hotel is diminished by the quality of service, communications, and attitude.

a month ago · via Google

As a hotel you may be better with the Travelodge near the station.. better food, and friendlier staff. It’s an acceptable experience don’t get me wrong but it is not the luxury hotel they market themselves as and the over all service needs real work. A few things of note, the check in experience is needlessly clunky, it seemed to take a very long time. There is an extra charge for double occupancy on a breakfast excluded room, which is a very odd. My partner was with me, and I was asked to pay an uplift (for what!?) nothing on the booking. The receptionist was not at all friendly, in fact oddly judgemental. The rooms are recently refinished, perhaps roughly Premier Inn standard. I wasn’t in the cheapest room, yet it was still very small. Lastly the breakfast, food wise it’s fine, however the staff are poorly trained, appear to be quite green. They seem not have any autonomy and the manager? especially was extremely rude and seemed to be in a massive rush to clear breakfast.. I am not kidding, screamed at to move out of the way so he could rush through with the trays. Not an isolated incident either sadly, as I observed him do the same on two other occasions while bringing out cooked breakfasts. In summary, you’re basically looking at a Holiday Inn level standard, with significantly worse service standards, not all rooms have access to the Spa which is really inconsistent, and I think sadly for the price, it’s really not what you would expect.

a month ago · via Google