We recently celebrated our wedding anniversary, and decided to stay at the same hotel we stayed in on our wedding night. Thinking we could reminisce of those many years ago, and enjoy the luxury of a 4* hotel stay. What actually happened was our worst hotel stay ever.
Oatlands Park Hotel
Oatlands Park Hotel is a grade II listed building full of history. The grounds of the hotel were originally the site of a Tudor Palace built by Henry VIII in 1538.
Whilst the building and grounds have been loving maintained, plus modernisation on the inside including rooms, reception etc. I can not say the same for the rest of the experience.
Our disastrous Stay
When we arrived at the hotel, feeling happy and relaxed looking forward to a night away from normal life. I went to check in, whilst my husband got our bags from the car.
On arriving at the reception, first I was told my husband was already here and had checked in. I thought that this was a mistake on their part and why they had debited my account that morning, rather than at check in as stated. Then the other receptionist said we should have been there the day before.
Showing our confirmation that we were there on the correct day, he then picked the phone up to speak to someone, when a manager appeared. Loudly, so other guests in the area could also here, stated that we were the no shows from yesterday. I pointed out we were not ‘no shows’ and showed him the confirmation for that day.
Everyone was looking at us by this stage, and we were told to wait over there. No apology or offer of a coffee while they sorted the problem.
After sitting in reception for 15 minutes a room was finally found, I went to authorise a prepayment for use in the hotel. At the time we just wanted to get to our room but instead of the £50 they take they took £100. Also this came off my account and not just held as was confirmed.
The room was lovely and we could not fault it, there was a door to a balcony but this was locked. Which we assumed was due to the balcony being very old and a low wall.
We had booked for afternoon tea, and wanted to freshen up before heading down. We found that there was no running water in the bathroom. So I called down to reception who sent a maintenance person to sort it out for us. He stood there repeating I have no idea. I will be back in 10 minutes.
After waiting half an hour, we rang reception again and told it would be 15 minutes, again another half an hour and still no water. We headed down for our afternoon tea and stopped at the reception who told us and another guest 15 minutes.
I am not sure of the legality of it but thought that due to health and safety if there is not running water they should not be serving food or dink. I also witnessed staff using the toilets so not sure how they washed their hands.
Eventually, the water did come back on, but they made no attempt to let any guests know or apologies.
Later that night
It was quite late and in our room, when suddenly the lights just went out. Luckily I had my phone to hand so using the torch phoned down to reception. Again sitting waiting while they investigated this and got the electricity back working.
Being a woman of a certain age, means hot flushes. The air conditioning was not working and we realised that there was no windows that would open to allow fresh air in. I ended up having to get dressed and head outside to sit and cool down on numerous occasions. Meaning no sleep.
At 9am our room door suddenly opened and a maid walked in. There was no knock on the door or hesitation. Luckily my husband was on the ball and stopped her walking straight in the room.
Then about 5-10 minutes later workmen started to drill and bang non stop, so no sleep all night, no luxury of a nice relaxing lie in.
We decided to pack up and leave.
I was tired and stressed and just wanted to leave we had enough. I asked to speak to a Manager and explained all of the above. The responses were.
- No idea why they took £100, but this will be back on my account that day
- I could have asked someone to open the balcony doors, there was no one around
- The maid should not have done that
- The builders should not have done that
We have emailed the manager regarding the above. Not once were we told they had builders in and that our stay could be disturbed. There is no mention at time of booking. The manager has emailed us twice now and not once has their even been an apology, we have been offered a free upgrade on our next stay (subject to availability).
This hotel had many special memories for us, the staff have always been seen to go above their duties to make any guests stay a happy one. It seems that this is no longer the case. The staff are rude, and unhelpful. We will never stay there again.