Alexander House And Utopia Spa

This place fits the billing We came for a Spa Day / overnight stay and whilst on arrival there were some initial problems with our booking, these were all quickly addressed and solved by Reece Cloney, Manager of the Front Desk. Reece's professionalism and strong customer focus allowed us to a have a great experience at the Hotel and we appreciated his ability to change a tricky situation into a really positive one. Facilities & Spa are great, staff are very friendly and would thoroughly recommend. Tim & Sunita Chatterton

Never disappoints We are returning guests to AH and as always had the most wonderful 2 night stay. Our room was incredible and immaculately clean. Turn down service is a great touch and much appreciated when we returned from dinner. We enjoyed our dinner at Reflections and we could not fault the steak. Our second night we enjoyed room service. The google nest app is simple to use. The spa was quiet and relaxing. Front of house are fantastic- A thank you to Abi, Charlotte and James who were all friendly and helpful during our stay. A really big thank you to Reece, it is always such a joy to see him and he ensures we are always looked after, nothing is too much trouble. We had the pleasure of meeting the GM Malcolm who without a doubt clearly cares for his staff and takes the time to engage with his guests. We cannot wait to return and look forward to seeing everyone again.

It could be so much better. It was ok but only ok. Our second visit. Had light lunch in the bar but chips were cold as was the case last time. The room is nice but I’ve stayed in better, shower in bathroom looked great but didn’t deliver a great shower. Evening dinner was helped by lovely staff bit the starter was dry and not very nice, I was delivered wrong steak was given a well done sirloin not a medium fillet, head waiter was very apologetic and I think we had a free desert as compensation. I could have had the fillet but my friend would have eaten alone. Breakfast should have been great but again the poached eggs were horrid, underdone and bland and watery. It’s always a nice thing to do but we probably wouldn’t go back this time. Staff are very nice but the food lets it down.

This is what you get for £1000 for two nights in a 5* hotel and its not pretty! I was in two minds on whether or not to write this review as I run my own business and I do know how upsetting it can be to receive negative feedback. But unfortunately the overall experience of staying here was nothing short of dire and it started pretty much as soon as we arrived. 1. I had gone on line 2 days before our visit to book a spa treatment. I booked a specific treatment but the website would not give me available times of treatments but said someone would contact me. I had not heard anything prior to arriving at the hotel so I went to the spa to enquire when we arrived. They informed me that I had been booked in for the following day - without checking if that time was suitable for me. It was not, so the booking was cancelled. On the 2nd day of our visit we received an email saying that they could not offer me a treatment which was very odd as they had in fact booked a treatment for me - just not consulted me beforehand. 2. Two lamps in our room were not working which necessitated 3 trips from maintenance and housekeeping to try and sort out - should this have not been checked when the room was prepared? 3. After a couple of hours of being in the room the radiators stopped working. When I enquired what was happening I was told the heating was not working and maintenance were looking at it. I explained that my husband was due to have surgery the following day and it is was important that he was rested (and warm!) before the surgery. Eventually they sorted the heating out (although our heated towel rail in the bathroom never came on whilst we were there) 4. They don’t have phones in the rooms but have a google app voice facility. I tried on several occasions to call reception using the app but it would not connect. I then called the hotel (as I thought this might get me through to reception) from my phone but no one picked up. On one occasion whilst calling the hotel direct as the app would not work, I went down to reception and the call on my phone to the hotel was still ringing when I was talking to reception! 5. We ordered room service, which involved me having to go down to reception to check what the soup of the day was (as I couldn’t get through on the google app), returning a vegetarian club sandwich which was supposed to have egg, avo, cheese and salad and just had grated catering cheese and salad, When it was replaced it had catering egg mayo with a small amount of avo. My husbands sandwich had dry bread presumably because they are made at the beginning of the day and left out? I also ordered a bottle of wine which turned up without a cork screw - when I asked for one, someone came to the room and said they could not leave the cork screw with me as it was theirs! 6. We tried to watch BBC iPlayer on the TV but the wifi signal was not strong enough - if hotels want to offer app based TV they should ensure they have strong enough wifi to facilitate this. If we had been staying at a much cheaper hotel I might have expected some of the above glitches but this is supposed to be a 5* hotel. It did not appear that the hotel was that busy which makes the poor service even more concerning. For example I did mention in passing to a couple of staff that my husband was having surgery but no one at any stage during our stay thought to enquire how he was when he returned to the hotel after surgery on the 2nd day, or to see if we needed anything in particular. We did receive a letter under our door on the 2nd night which I thought may be have been some acknowledgment of the issues that had arisen but in fact it was just the bill!! Given the number of occasions over a 2 day stay that I complained about something I would have expected someone in guest services to seek us out to have a conversation about our experience. When we checked out the receptionist asked how are stay was and I said ‘not good’ She said would you like to speak to the Guest Service Manager’ and when I said ‘no’ she just left it. In the main however most of the staff were very pleasant - James in reception was especially helpful and dealt very well with the brunt of my upset! Overall our impression of this hotel is that it gives the veneer of being a luxury service oriented venue but in fact it does not really care about its guests or the guest experience.

Nice place, great staff We stayed here with some friends for a night away and dinner. It was a soggy November so we didn’t get to see much. There is parking right next to the door (if it’s not busy). Someone came out to meet us and help with bags. Check in was a breeze and we were shown to our room - they will show you around if you’d like. The spa was very nice and treatments good. Dinner, drinks and breakfast were all good too. The room comfortable and clean. Without exception all of the staff were very nice, far better than most British hotels, they really made a difference. The lady at breakfast particularly, and Roland, the excellent waiter who served us dinner, he made our evening that little bit more special. Thank you Roland!