Horwood House

Superb experience. Brilliant spa and lovely food at Henry's. Room could have done with a carpet clean and a repaint, but otherwise great! The people who work there do so tirelessly; polite, kind and really hard working. They could not do enough to make our visit perfect from the reception staff to the waiting staff in the restaurant. Not to mention the poor room cleaners who looked exhausted due to the hot weather!

a month ago · via Google

Disappointing experience, particularly as this was booked as a birthday treat. I booked a spa experience for my brother which included brunch as part of the package.The booking stated that the experience started at 9am, but no itinerary was provided to me explaining the timings of the individual elements, including when the brunch was scheduled. Unfortunately, my brother arrived later than expected and, when he arrived, he was told that the brunch had finished and the food had already been taken away. I contacted the hotel to raise my concerns, and the staff acknowledged that an itinerary should have been sent to me. They told me that they would raise an investigation to establish why the itinerary had not been sent. What I found particularly disappointing was that, despite acknowledging that the itinerary should have been provided, they did not offer any meaningful way of rectifying the situation. The only resolution offered was a complimentary drink. I paid for a package which specifically included brunch, and that part of the experience was not provided. I appreciate that there are scheduled elements to a spa experience, but customers need to be given the relevant information in advance so they know when those elements are taking place. If the hotel acknowledges that an itinerary should have been sent and is investigating why it wasn’t, I would expect them to take some responsibility for the resulting situation and offer a reasonable resolution rather than simply stating that the food had already been taken away. This was intended to be a special birthday experience, so it was disappointing not only to miss an included part of the package, but also to feel that the issue wasn’t properly resolved when I raised it. I would strongly recommend that the hotel reviews how it communicates itineraries to customers and, importantly, how it handles situations where information that should have been provided has not been sent. I had also been considering booking a babymoon experience here with my husband, but I have now changed my mind. As a result of this experience, they have unfortunately lost a customer.

a week ago · via Google

⭐☆☆☆☆ (1/5) I am extremely disappointed with my experience at Horwood House Hotel. I travelled with my family expecting a comfortable stay, especially considering the price we paid. Unfortunately, upon check-in, we were escorted to a room that was dirty, poorly maintained, and had no proper ventilation. I was genuinely shocked by the condition of the room, as it did not meet the standards I would expect from a hotel of this reputation or price. Because of the unacceptable condition of the room, I refused to stay in it. The staff offered us another room, but only if we paid an additional £125, which was completely outside our budget for the three nights we had planned to stay. They then suggested that we stay for one night and check out the following day, assuring us that the remaining two nights would be refunded. We were not comfortable with this proposal, as we had already lost confidence in the hotel after seeing the room. After leaving the hotel, we were informed that they could not guarantee our refund, which made the entire experience even more frustrating and disappointing. For the amount of money charged, I expected a clean, comfortable room and professional customer service. Instead, we were left stressed, disappointed, and without a clear resolution regarding our payment. I cannot recommend this hotel based on my experience. I hope management takes customer complaints more seriously and improves both the quality of the rooms and the way they handle these situations so that other guests do not have to go through the same experience.

4 weeks ago · via Google

We had such a lovely stay at Horwood House Hotel! The absolute highlight for me was the staff. It was my birthday during our stay and every time I mentioned my name, every member of staff seemed to know and wished me a happy birthday. It’s such a small touch but it made me feel so special and really shows how much they care. We stayed in one of the Garden Rooms which was absolutely gorgeous. Having our own little terrace was such a lovely bonus and made it feel even more relaxing. The food was incredible from start to finish. We had afternoon tea, dinner and breakfast, and I’d happily recommend every single one. Everything was delicious! The spa itself was really relaxing, but our favourite part had to be the spa garden. We were lucky with the weather, so we spent hours out there just unwinding, and it honestly made the whole experience. If you’re looking for somewhere to celebrate a special occasion, enjoy a spa break or just switch off for a couple of days, I’d definitely recommend Horwood House. We’ll definitely be back! 🩷

a month ago · via Google