Pennyhill Park Hotel and Spa

To the Hotel Manager I recently stayed at the Penny Hill Park Hotel, upon arrival there were no directions to the reception, no Doorman, and no help with the luggage. Upon check-in, the receptionist asked to have the Credit card and she input the card manually, she didn't ask for any chip and pin pre-auth, is this right? After check-in, she informed us about our room number and told us where to go, no rooming, and no showing at the Hotel, so we had to ask housekeeping to have the directions to the room. When entered the room, the radio on the bedside table was on and loud, anyway, we left the luggage and went to the Restaurant to have a bite for lunch. For 2 burgers and 2 drinks, we wait 40 min and when I was asked where was the food, the waiter was pissed off and not happy at all. After an hour and a half, we went back to the room to get a chance to go to the spa, and on arrival, we found a little treat regarding our anniversary celebration. THANK YOU On arrival at the spa, we met Michelle, the SPA Manager, I have to say that she is the most wonderful member I have met during this stay, she was nice to us and showed us the spa and directed us to the pool and confirmed the treatment for the next day. However, If you expect to have a service in the spa or a waiter passing by to take the order, forget. There is no service in the pool, all tables outside and inside were dirty and not patrolled, there is a little Bar where a cocktail costs 6 pounds, where you have to go to order and wait there to pick it up. Anyway, the day in the pool was nice, and the pools outside were nice too, it was relaxing but the problem is that the Service doesn't exist. The restaurant is nice and the food was very good, I have to say that for 310 pounds of dinner with that service is very expensive, portions very little, and no service at all, and again when we sat down, we ordered the water and never arrived, only when the waiter came to take the full order ( after 15 min). After dinner we went to the terrace, all the tables were dirty and full of glasses, and plates and we decided to sit down in front of the fireplace with all the dirty plates from the previous guests and the bad smell. In the morning we missed the breakfast, as the breakfast was only 2 hours, the receptionist informed us that the breakfast started at 7:30 and finished at 9:30, that's very odd. Anyway, we went to the spa to have the treatment, as the treatment was at 11 am, we asked to have a late check-out at 1 pm. The reply was simply NO. Because there was another arrival, the receptionist didn't even try to find a solution, nothing, no care at all. Anyway, we went to the spa to have a treatment, and thank God we met again Michelle, the only person who cared, she explained the treatment and was with us all the time. After treatment, we went to the room and the keys were not working, so I headed to reception to have the new key, however didn't work and luckily a reception

I stayed at Pennyhill Park in July 2025 for my birthday and a close friend’s wedding. During my stay, a staff member removed my phone from my private hotel room without my consent. When I reported it missing, the first receptionist accused me of leaving it in my spa robe at the spa and claimed she had already checked with room service, insisting no one had taken it. I was made to feel as though I was lying. It was only after numerous calls and persistence and thanks to another staff member who finally took me seriously that my phone was returned. I later learned that a friend of mine, who was also staying at the hotel that weekend, had his watch taken from his room. That watch still has not been returned. Despite this, management informed me that the incident with my phone was not theft but “human error'' and they have shown no genuine concern that guests’ personal belongings were taken by staff. Instead, they have downplayed the situation and failed to offer any meaningful resolution. The fact is, both my phone and my friend’s watch were taken by staff at a hotel that advertises itself as five star luxury. Management’s lack of accountability and unwillingness to treat this as a serious security breach is alarming. I would strongly advise anyone who values the safety of their possessions to avoid Pennyhill Park.

Went with family for a birthday, the service from the off was terrible; had to ask repeatedly for drinks, the restaurant was empty but we we put in a room alone with no atmosphere, when one of our group asked what else was in the knickerbocker the waiter replied “ice-cream” and so on. Felt was also incredibly overpriced - £26 for a burger that they refuse to serve medium and took nearly a hour to arrive. Was expecting better but seems they are trading off reputation.

DON’T WASTE YOUR MONEY! This most definitely isn’t a 5* worthy hotel. I have stayed in better 4* hotels who know the meaning of good customer service. My best friend and I stayed 6th-7th September and were celebrating our birthdays. This was also my first night away from my baby daughter. We had been looking forward to it for months. All of the following was relayed to Bianca Coote on reception who assured us we would hear from someone on Saturday evening (it’s Tuesday morning). The cost of our stay was £900. • Firstly our spa treatment times were moved with no explanation - so as soon as we arrived we were rushing around to try to make them on time and didn’t feel relaxed. • I told my therapist I had very sensitive skin and she proceeded to use a peel in my facial (I wasn’t told about this prior if I had I would have advised her not to). On my product sheet given to me by the spa the peel isn’t under the Comfort Zone Remedy Range which is specifically for sensitive skin. My skin has been stinging since Friday evening and I can’t use any skincare products or makeup on it. I informed the spa on Saturday morning and they gave me cotton wool pads with cold water to use and said to follow up in 48 hours. I wasn’t able to use any of the steam rooms or saunas during my stay because of this. The treatment was £145 (back and neck massage plus a facial). I have had many facials in my time and this has never happened. • When we were in the spa we noticed piled up dirty plates and rubbish on a sun lounger around the pool. I would never expect to see this in a 5* spa. • We went to dinner in the Hillfield restaurant. I had phoned prior to our stay to let them know I had one allergy and a several intolerances. With this in mind I thought they would be attentive and helpful with me choosing something to eat. Instead they left us for ages looking at the menu despite me saying when we sat down please can you ask the chef what vegetables are in the vegetarian burger. It was an hour before we got our main courses. My burger had barely any flavour to it and was £24. I’ve had better served in a pub. Not only this but they hadn’t read on their screens (receptionist confirmed) that they were intolerances except for one allergy. The manager at Hillfield said he had them all down as allergies. Not what you’d expect from a 5* hotel. • We got back to our room and my friend wanted to enjoy a bath with it having a TV and jets in. The hot tap was broken and wouldn’t turn and the jets didn’t work. She had a cold bath before bed. • In the morning we were getting ready for breakfast and there was a power cut / outage in our room. The loo wouldn’t flush which wasn’t pleasant when we wanted to use it and had to get ready in the dark. My friend used the phone in the room to call reception she got no answer. So she looked up Pennyhill online and called from her mobile to get through to reservations and had to tell them. Clearly they have no concept of good customer service as we

Such a beautiful hotel. Stayed here for my birthday in July and it was amazing from start to finish. The staff can’t do enough for you and nothing is too much trouble for them. Pool Bar food is lush, we had the monkfish kebab which was delicious! Thank you to Natalie for making our time so special! Looking forward to returning!

Fantastic and welcoming hotel with possibly the best spa we’ve ever been to. We found a complimentary bottle of champagne and chocolates in our room as it was our anniversary. I hadn’t mentioned this when booking, one of the staff just overheard me telling someone! The Latymer restaurant is also a really special Michelin starred restaurant. The food is sensational, bursting with flavour, and best of all, there’s more than enough of it. Even their regular restaurant we ate at the following day was pretty mind-blowing, as is the breakfast. Our room, Tamarisk, was a lovely traditionsl suite, comfortable, a great size and with a great view. I cannot fault our stay and look forward very much to going back.