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Reviewed 28 August 2016

My friend and I stayed here on a Sunday-Monday spa deal and had an amazing stay...the staff and service are exemplary and from the moment we were met at the door and helped with our bags, to the moment we left after a deliciously fresh and filling breakfast we were more than satisfied. It being my friend's first spa stay she has been well and truly spoilt for future experiences elsewhere as, having been on a few myself, they pale in comparison to Alexander House. The facilities are luxurious and well kept (I particularly enjoyed the outdoor hot tub), the rooms immaculate, the beds like sleeping on clouds, and the food is just amazing. Our massages were great too and we left feeling extremely relaxed and planning a repeat trip next year. The ONLY thing I can comment on slightly negatively are the prices of alcoholic drinks; my glass of wine with dinner was £12.50 and that was one of the cheaper ones. However, this didn't detract from my experience and I will definitely be back!

Date of stay: August 2016
  • Trip type: Travelled with friends
    • Rooms
    • Cleanliness
    • Service
1  Thank ShaznayM
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 26 August 2016

Stayed 14/8/2016. Seemed at first to be a great hotel and we decided to pay for an upgrade to a garden terrace room in advance as it was my partner's birthday. This was a BIG mistake. Although it looked lovely, it was totally airless, despite having balcony doors to open. We closed the door and the air conditioner did not seem to work at all, despite numerous attempts. We had to take the duvet out of the cover and hardly slept as we could not get rid of the heat in the room. There were no instructions re the air con unit, it appeared straightforward, but in fact it was useless.

I complained when we checked out, and again via email as we felt brushed off. We were advised that the air con was working okay. It must be an extremely poor air conditioner.

We had felt that hot air was coming from the floors in the ensuite bathroom and it was overwhelming. We were advised in the email response to our complaint that we could have rung for instructions re some kind of timer switch in the middle of the night . Why any bathroom heating was on in the middle of August is idiotic. There should have been instructions within the room as I am sure other people must have come across this issue. It wasn't even one of the hottest days this month.

We were offered a complimentary afternoon tea, but there is no point in going back for this. We were there to stay over and have the spa experience. We have stayed in many other spa hotels, and if it had been good, we would have returned.

The massages were good. However, most importantly, our experience of trying to sleep was TERRIBLE. We were sweaty insomniacs all night, rather than having the restful time we had anticipated.

The air-conditioning must be the worst we have ever come across and therefore we will not be returning. This is a very expensive hotel with a basic amenity that is inadequate.

Date of stay: August 2016
Trip type: Travelled as a couple
Thank Snapnish
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nick B, Manager at Alexander House Hotel & Utopia Spa, responded to this reviewResponded 31 August 2016

Dear Snapnish,

Thank you for your feedback following your stay with us, naturally I am disappointed to read your review following direct communication with yourself after you had checked out.
The air-conditioning units in our new Cedar Suites are working and are very simple to use, had we known you were having a problem our night team are on hand to assist with any issues our guests may have and would have been more than happy to assist on the evening.

The offer for the afternoon tea was a gesture of goodwill from the hotel as you did not have a good nights rest, I am sorry you have chosen not to take us up on the offer.

Yours sincerely,
Nick

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 August 2016 via mobile

Myself and my partner have stayed in some very nice hotels previously but this tops all of them. We have visited and stayed 3 times in total in less than a year and we have never done that anywhere in the space of 3 months.

The staff:
From the moment we got there we was greeted by very well presented and polite staff, car driven to the front of the hotel and shown to the reception to check in. From there our bags were taken to our room and checked in with zero fuss or hassle. The process has been the same on the 3 occasions we have stayed here. Very easy and stress free.

The rooms:
We have stayed in The Knole room twice and another directly underneath The Knole. The rooms are amazing, everything works, feels solid and the design is very modern (see photos). The best thing about the rooms has to be the size and furniture they have put in there. We had a very large bed could easily sleep 3 adults, a round glass table that could easily seat 4 people for dinner, coffee table and large swivel chair and a fantastic bathroom. Its practically a high end London apartment in one room without a kitchen. They have a coffee machine, sweets and savory nibbles and the mini bar which is all complementary so no surprises when you check out i.e £3.50 for a bottle of water.

They also have very good heating and air con which is super easy to use unlike most places we have stayed. Also the rooms are very well sound proofed so you will not here cars going past or people next door or down the hall.

Bathroom:
Large shower, large bath (would fit 2 people comfortably), 2 sinks, all the essentials like shampoo, conditioner, cotton buds etc, super clean and modern (see photos)

Connectivity:
Bluetooth john lewis sound dock if you want to play your own music or listen to the radio and a good range of channels on the T.V. Most importantly for people who travel Wi-Fi was excellent, I was getting 20mb internet speed from a hotel which I have never got anywhere thats public and it never dropped and had 3 bars of signal everywhere I went.

Food:
They have 2 restaurants on site, 1 is smart casual, the other is smart or dress only. We didn't visit any as we always get room service when staying in hotels. Most importantly everything that was hot arrived piping hot (thumbs up) nothing worse than ordering food that turns up warm or cold. Anyway, the food selection was brilliant, cooked very well and best of all you can order from both on site restaurants. We had lunch, dinner and breakfast here and we are very fussy so for us to say 10/10 we was clearly very happy with everything. The portions are generous.

As for the spa we didn't end up going over to that bit purely because we just enjoying a relaxing environment in peace and quiet.

In terms of the place itself the grounds are kept to a very high standard, the staff are brilliant, the food is great and the rooms are brilliant. If you want a stress free experience in a very nice hotel then look no further. Definitely worth the price and an absolute steal if they come up on Groupon.

Date of stay: November 2015
Trip type: Travelled as a couple
3  Thank 467jayp
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 22 August 2016 via mobile

Just back from a weekend here for a wedding. Room was gorgeous, hotel grounds beautiful and great staff. As for the wedding...A++++ The food was fantastic, best I've eaten at a wedding and the staff were so attentive. Would highly recommend this hotel for a wedding or a break away. Truly beautiful ❤️

Date of stay: August 2016
Trip type: Travelled with friends
1  Thank mrssarahjmurray
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 22 August 2016 via mobile

Staff are very attentive, spa is lovely. Room has everything you would expect from 5* hotel. Great food :-))
Easy to get to from M23. Gowns & slippers in room. Requested late check out and they didn't mind at all. Professional greeting , will come again. Sara & Charlotte

Date of stay: August 2016
Trip type: Travelled with family
1  Thank Weazle S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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