Grosvenor Pulford Hotel and Spa Anmeldelser 27

My partner and I had been looking to stay near Chester for the weekend. Looking at the Grosvenor Pulford on Booking.com, we found the price to be over £200 per night, so we settled on one night stay only, the Saturday 9th May. We called the hotel hoping they could beat the price, and they did! We were thrilled to have a lovely woman on the phone put the price closer to £160. We said we wanted the 9th May, she confirmed that was all booked.
However, when we arrived on the Saturday, they told us the booking had been made for the Friday 8th May instead. We obviously hadn't done that, why would we show up on the 9th if we had said the 8th. The hotel kept repeating that they sent a confirmation email to us, as if they thought we were in the wrong, despite their colleague verbally confirming 9th on the phone to us. We asked what could be done, and they told us they had no rooms whatsoever that night. After over two hours driving, this was obviously disappointing. They offered to find a room in one of their other chains, and they did, the Bears Paw. Now, this is an Inn at a gastro pub, not the fancy spa we wanted, it was 50 minutes drive away, in a remove village with no local amenities, and when they told us they could book the room, they also informed us it would be £180. They also said they couldn't guarantee a refund for the room mistakenly booked on the wrong day.

To summarise, they kept our money, wanted to charge us £180 for a substandard replacement almost an hour away, and didn't even accept any fault. They also made the Bears Paw sound comparable, when it isn't, even the Nelson hotels website clearly describes the Grosvenor as much superior to their other properties. We drove all that way to discover the situation. It was 8pm. We had a two hour drive home and opted to do that rather than be charged for a stay we didn't even ask for.

We have since emailed on the evening of Sunday 10th May, to complain and ask if anything can be done re the refund and to make things right... We have had absolutely no response. They sold us a stay that they didn't deliver and misrepresented themselves massively, and can't even work to repair the damage done here.

Definitely do not recommend booking with them, at least not directly as they will not support you if they make an error.

Edit: they have now come to us to offer a 'complimentary' night. No option of a refund given to us, no admission of fault (more emphasis on 'correct procedures followed' and mentions of that confirmation email), no mention of looking into whether the phonecall was recorded, and the best they can offer us is a night in a hotel more than two hours from us, a hotel which has left a terrible impression on us already. They didn't even offer any 'complimentary' things at all, what they've offered really is to move the date of our booking as they refuse to refund it! What a joke. We have no reason at all to find ourselves back in Chester, they didn't even throw in anything to make it worth the trip, not even any meals (bearing in mind we didn't eat that night till past 9pm due to this error and the 50 minute detour to the middle of nowhere inn on their suggestion). We were exhausted and devastated; offering a mere room to make up for that night is pitiful.

Came here for a 2 night break for our 60th birthday. First day in the spa. Wonderful. The spa steam room was a disappointment but the treatments. And let’s face it the treatments are the main event, were fantastic. The massage was perfect. But the facial was THE best Ask for the lady who came from Portugal. Stayed for the Sunday carvery. Wow. So tasty. So perfectly cooked for a carvery. All of the staffi couldn’t do enough. So helpful. Special shout out to milo for tasty food. You da best.
If you want to feel spoiled and a little bit special. Come here.

Attended the Health Club’s Members Quiz last night.
As in previous years it was very good, varied questions that taxed the brain but not too off the radar to solve.
The quiz master was on form, & the quiz was very well organised. There was a good atmosphere, & the food was lovely. Curry,Beers, Quiz - Great way to spend a Friday night. Well Done Eni & Family 😀

The website had a special valentines offer advertised. I clicked the "book now" button and selected our room and paid. Only to then be told the booking I made was not the valentines package I had selected and refused a refund. Special thanks to Beth in reservations who kindly offered to change the date of the booking so we could celebrate valentines day on different weekend but without any of the advertised extras.

Went for a 21st birthday meal, not a good experience.
My daughter was in tears in the carpark afterwards Service and ambience was not good. Food was ok
Complained, was promised a phone call. Never got one. I then received a written response which was a cop out, and did not deal with the issues. Poorly investigated

Visited with partner on 24 and 25 April 2024, as a gift from our son, for partners birthday. (The stay included: dinner, bed and breakfast, plus afternoon tea.)
Staff:
Staff in all departments were pleasant and helpful throughout the stay.
Room:
The studio room met expectations, being comfortable and of contemporary design. (Small issue with the TV was reported to Reception team for maintenance to deal with the following day.)

Nelsons Bar:
The evening meal in Nelson’s Bar, was pre booked for 7pm. We were seated almost immediately; however, it took 20 minutes to place an order with the food service team, and then had to ask for this to take place.
We both had the same main course dish, the vegetables were served on my plate; however, my partner was told her vegetables (peas) would follow, but never arrived? When asked, by a waitress, part-way through our meal was everything satisfactory, I explained my wife had not received her full order? The waitress did offer to immediately resolve the issue, nevertheless, it really was too late as over half the main course had been consumed. The restaurant manager apologised and compensated for the poor service with a bill reduction, plus cappuccino coffees for my wife and I.

Breakfast:
The time we arrived at the restaurant (for breakfast) was 09:00, collecting the hot food at 09:20, some 40 minutes before 10:00 closing.
The hotel offered an acceptable range of breakfast items, catering for different tastes and dietary requirements. The restaurant was comfortable and service of filter coffee (at the table) timely. However, the filter coffee was not hot. There was nevertheless a coffee machine where guests could help themselves, to a range of different coffees…and these were hot.
The hot food offering from the buffet and service of cold items from associated service counters, generated several concerns:
1. The hot food offering was ‘lukewarm’. Food had obviously been on the hot buffet counter for some time: the bacon hard, tomatoes very soft and ‘mushy’, sausages very hard skins and dry, hash brown and mushrooms again only ‘lukewarm’. Neither of us tried the eggs* or baked beans.
2. Cold perishable foods, such as Greek yogurt, were left uncovered, in individual portion pots.
3. Breads (apart from sliced bread) left in the open, uncovered
4. Loose Cereals in large service bowls uncovered.
The hygiene issues above are of concern, and suggest need review.
Simple actions of covering the hot food offering with see-through glass lids, would not only help heat retention, but improve hygiene, given some customers cough, sneeze and breathe closely over the products, helping the spread of germs and viruses. The practice of covering buffet served food items is common in may hotels throughout the world and inexpensive.
Cold food should also be covered and there are physical resources on the market to help assist with this, including chiller cabinets for the highly perishable.
Separately, gauging more accurately batch cooking processes would help in serving food at its peak, throughout the full-breakfast service period, each day. (*Maybe consider also an 'egg station', where a range of egg dishes is cooked to order for individual customers.)
Overall, the food products themselves appeared very good quality, it was just the batch cooking and ‘holding methods’ which were the issue.

Afternoon Tea:
The variety and quality of savoury and sweet products was excellent, the restaurant comfortable, staff keen to help and assist throughout.

We had an incredible wedding here in February 2024. The day went flawlessly and the staff were fantastic. Their wedding venue is beautiful and all the suppliers knew each other and worked together well. The food is excellent quality and the room we stayed in was large, clean, and modern. I am very grateful to everyone who worked to make our wedding a cherished memory that we will never forget. We'll be visiting this hotel again for our anniversaries for many years to come.

Having just spend the weekend at the Grosvenor Pulford Hotel & Spa, I can confirm that if you decide to pay them a visit you will not be disappointed. From the reception staff, the staff in Nelson’s bar, the spa staff and those in Palm course, you are treated with respect and waited on. The piano player made my birthday meal at Palm Court that little bit more special and the meal was out of this world.
To Seb and the whole team, Stephen and I cannot thank you enough for the most amazing weekend. Thank you

Absolutely disgusted with the receptionist who was rude and very unhelpful I asked could I pay money towards my daughter in laws birthday surprise and she said no and if we had booked with them it may have been different ...can I ask please why do you advertise on third party websites then ?not only did we all have a bad feeling about the place before actually arriving she would not do anythjng to help and when I asked for the manager she told me it was her .never in my life and we are well travelled have I ever spoken to such a horrible person who did not care at all about helping and I had a feeling she would make there stay uncomfortable which the hotel did .on my daughter in laws birthday the day they were leaving they refused entrance to the swimming pool because they said of insurance purposes which is totally rubbish because I know you can use the pool on a day pass .all I can say is yes this hotel l looks beautiful but please remember they have spoilt my son and daughter in laws stay .luckily a hotel nearby listened to what a special day it was and accomadated them free of charge ..now that is definitely a hotel with tender loving care ...money cannot buy manners and respect .no matter who you book with you should be grateful you have business especially with your reception staff or manager who needs lessons in customer service .even if you asked them for payment for her birthday swim would have been better you must take great pleasure in upsetting people .

We booked this hotel through Agodo. When we were 3 hrs into our journey we received an email from Agodo saying the hotel was booked up. I rang the hotel direct and they said I must ring Agodo even though they had my information and knew of my booking. I would advise not to book this hotel via Agodo
There wasn’t a room for us so we frantically had to find somewhere else to stay

My husband and I had a wonderful day at the spa Xmas gift from our son and family. Lovely friendly atmosphere the food was excellent served by Yvonne the waitress who made it even more special making sure everything was fine and very professional at her job. Nothing was too much trouble. Domenica and Tony

Booked through 3rd party, arrived sorry no rooms available double booked CANT DO ANYTHING!! I had booked couple of hours earlier so booked elsewhere. WHILE DOING THIS A LADY CAME IN WHO HAD BOOKED THE PREVIOUS DAY sorry double booked . I THINK AS PAYING CUSTOMERS WALK IN PAYING DOUBLE THE 3rd Party PRICING THAY BUMP YOU OUTRAGEOUS BEHAVIOUR.

Haven’t been at this hotel just try to call to ask for head office number ? To make complaint apparently the staff who was on the phone don’t know what head office is ….. poor management no info about it they put jobs in air then they book interviews and nothing happens!!! No interview no notification or simple call ….

Beautiful setting, spacious rooms, spotlessly clean hotel but with poor customer service. Stayed for one night and this was enough. Receptionist was very helpful and changed my booking from two nights to one after a last minute change of plans. I contacted reception as the level of noise in the room above me was unacceptable, possible children jumping causing a constant thud above me, after an hour and a half of this I'd had enough. I was kindly offered an alternative room - room 17. I was unable to sleep all night due to a water pouring sound, this would stop and just as I was be getting back to sleep it would start again. Bath would not drain the following morning. Reported this to the gentleman on reception upon check out the next morning who's response was sorry you didn't get any sleep, I'll report this to maintenance. Thankfully I'd cancelled my second night as I couldn't go two nights on the run with disturbed sleep. I feel some staff need to retrain in customer service as the response "sorry you didn't get any sleep, I'll let maintenance know" response was lacking empathy.

A hotel that’s starting to go into decline. Still very nice in many areas but during our recent 5 night stay we reported the bathroom extractor not working and the mixer on the shower constantly jammed on hot! The bathroom was like a sauna! But nothing was ever fixed, at least while we were there! Said it would be but… wasn’t! We have stayed there for several years when the Bolesworth Show Jumping is on, but sadly this will now be our last stay!

Not what it used to be!

The grandeur is still there but the service is sadly lacking.

I normally only ever give reviews if a really good or poor experience. This hotel was a delight. Food, staff our room were all excellent.
We even increased our service charge because we found the whole experience really great in Palm court.
Now I know everyone has their own thoughts on what makes a good stay and for us (late 50's) it was good, really good. Relaxing with good food, good quality of food and service support by piano playing and water features! For us a great visit and will be back!

Stayed here two nights for a wedding. Booked an upgraded room. Everything was great. Food at the wedding was great. Enjoyed the bar area. Staff very welcoming and helpful. Room was spotless. Had two good nights of sleep. Definitely returning in the future.

Fabulous. Thank you, its always a pleasure to visit.

Not the best !!!! My husband and I went for champagne afternoon tea , this was a gift and it was my birthday , we where both really looking forward to it but came away disappointed, we arrived at The palm court room which was lovely and had a great atmosphere , after being seated we where brought a glass of champagne each along with a coffee and pot of tea, which was a bit odd ??! Eventually afternoon tea arrived , we where slightly confused as thought four finger sandwiches , one scone and four tiny little cakes was a bit lacking we asked the waitress if it was right and she said no so went off to get the other part , ten mins later it arrived with crispy sandwiches must have been sitting under the lights in the kitchen , by this time the hot drinks where now cold, after we finished asked the waitress for a box for the cakes I couldn’t eat, sat for five minutes no box arrived just gave up in the end and left them … while the food was nice and place was lovely … the service wasn’t great at all and really spoiled what should have been a special birthday treat