Note fondée sur 610 évaluations de clients
Écoutez ce qu’en pensent nos voyageurs
4,4 Propreté de la chambre
4,3 Service et personnel
4,4 Confort de la chambre
4,2 État de l’hôtel
avis de clients DE TRAVELOCITY
Écoutez ce qu’en pensent nos voyageurs
par HELENE
Publié le 4 sept. 2017 sur Hotels
par un voyageur
Publié le 26 sept. 2024 sur Expedia
Clean very nice room, & facilities. Fab breakfast. lovely scenic surroundings.
Commentaires de Gestion de l’hôtel
26 sept. 2024 par Frensham pond hotel & spa, Gestion de l’hôtel
Thank you for your kind words! We're delighted to hear you enjoyed your stay, the breakfast, and our scenic surroundings. We hope to welcome you back to Frensham Pond Hotel & Spa soon.
par un voyageur
Publié le 24 sept. 2024 sur Expedia
Commentaires de Gestion de l’hôtel
26 sept. 2024 par Frensham pond hotel & spa, Gestion de l’hôtel
Thank you for your feedback. We're sorry to hear that your stay didn’t meet your expectations. We’d appreciate the chance to discuss any issues you encountered so we can improve. Please feel free to reach out to us directly.
par un voyageur
Pretty but dangerous
Publié le 23 sept. 2024 sur HotelsIn general, this hotel is fine - comfortable and in a nice spot next to one of the Frensham ponds.
However, my wife tried to walk down the disabled ramp the first morning of our stay. The ramp was covered in moss, with a leaky gutter above keeping it wet all day. It was like an ice rink. She slipped and almost broke her hip. I tried to help her and nearly fell myself. This is despite both of us wearing hiking boots with excellent grip. If you use the stairs, there is no issue as there was no moss on those. But ramp users either are disabled or are likely to become disabled.
We registered the accident and it was recorded in the accident register. I expected some communication afterwards, but nothing happened. We checked out the next day and still nothing. Before we left, I decided to try the disabled ramp again to see if the moss had been cleaned - it had not, as you can see on the photo and I nearly slipped again despite being very cautious.
So there you go: this is actually a nice hotel, but with the staff not fixing safety issues even after they have been pointed out, I am not sure I can recommend it at the moment. If they fix the issue and apologise properly, I might change my mind - I would have to check with the wife first though, as she is still in pain from the fall.
Commentaires de Gestion de l’hôtel
24 sept. 2024 par Anup, Gestion de l’hôtel
[Dear Ms. Devries,I hope this message finds you and your wife well. I want to sincerely apologize for the distressing experience you encountered during your stay with us. I am truly sorry to hear about the incident involving the disabled ramp and the resulting risk to your wife's safety. Your feedback has been received with the utmost seriousness, and I completely empathise with the shock and frustration you both must have felt.It is unacceptable that the ramp was in such a condition, and I understand how disheartening it is to have raised concerns without seeing prompt action taken. Please know that we are committed to ensuring the safety and comfort of all our guests, particularly those who rely on accessible facilities. We are currently implementing a thorough review of our maintenance procedures to ensure that the ramp is cleaned and kept safe for future guests. Additionally, we are addressing the issue with the leaky gutter to prevent any further hazards. Your feedback is invaluable, and we appreciate you taking the time to bring this matter to our attention.I deeply regret the lack of communication following the reported incident. I assure you that we are working to improve our response protocols and will keep our guests better informed moving forward. Thank you for your understanding and patience as we rectify these issues. I hope you will consider giving us another opportunity to provide you with the experience you expect and deserve. If there is anything further I can do for you or your wife, please do not hesitate to reach out directly.Wishing your wife a speedy recovery.Warm regards, Anup SarinDirector Operations
par un voyageur
Publié le 16 sept. 2024 sur Hotels
Commentaires de Gestion de l’hôtel
17 sept. 2024 par Frensham pond hotel & spa, Gestion de l’hôtel
Thank you for your review!
par un voyageur
Lovely setting
Publié le 15 sept. 2024 sur HotelsLovely setting but despite the hotel seeming fairly empty we were allocated a room with a view of the road. We were only there a night. Very comfy bed. Plenty of parking. Parking signs outside don’t state that hotel guests don’t have to pay. Hotel seemed a bit short of service at breakfast.
Commentaires de Gestion de l’hôtel
17 sept. 2024 par Frensham pond hotel & spa, Gestion de l’hôtel
Thank you for taking the time to share your feedback about your recent stay with us at Frensham Pond Hotel & Spa. We're delighted to hear that you found our setting lovely and enjoyed the comfort of our beds and ample parking facilities.However, I’m sorry to learn that you were not fully satisfied with your experience. I apologize for any inconvenience caused by the room allocation and the lack of clear signage regarding parking. We appreciate your comments and will review our signage to ensure it clearly indicates that hotel guests do not need to pay for parking.Additionally, I regret to hear that the breakfast service did not meet your expectations. We strive to offer exceptional service at all times, and your feedback will help us address any shortcomings in this area.Thank you for bringing these matters to our attention. We hope to have the opportunity to welcome you back and provide you with an improved experience.
par un voyageur
Publié le 4 sept. 2024 sur Expedia
Breakfast was served so late I missed it.
Commentaires de Gestion de l’hôtel
6 sept. 2024 par Frensham pond hotel & spa, Gestion de l’hôtel
Thank you for your feedback. We’re sorry to hear that you missed our breakfast service. Please note that breakfast is served from 6:30 AM on weekdays and 7:00 AM on weekends, which we’ve set to accommodate all our guests.We strive to ensure a pleasant experience for everyone and regret that this timing didn’t work for you. Should your plans require an earlier/late breakfast in the future, please let us know in advance, and we will do our best to assist.Thank you for staying with us, and we hope to welcome you back to Frensham Pond Hotel.
par un voyageur
Publié le 4 sept. 2024 sur Hotels
Staff just seemed a bit clueless most of time but the bed was good
Commentaires de Gestion de l’hôtel
7 sept. 2024 par Front desk, Gestion de l’hôtel
Thank you for taking the time to share your feedback with us. We sincerely apologize for any inconvenience you experienced with our staff during your stay. Your comfort and satisfaction are our top priorities, and we're glad to hear that you found the bed to be comfortable.We appreciate your understanding and will work on improving our service to ensure a better experience for all our guests in the future.Thank you for choosing to stay with us, and we hope to welcome you back soon.Warm regards,Front desk
par un voyageur
Publié le 3 sept. 2024 sur Hotels
When I arrived I tried to pay for parking but couldn't, so I asked at reception about parking the member of staff wasn't very responsive. I came away not knowing if I had to pay for parking or not. Another guest had to tell me that I didn't need to pay for parking.
Breakfast: I had paid £19 for my breakfast and on the menu it was £16+ for full english and £3.50 for other item. So I asked if I could have pancakes, the waitor said could only have if I paid another £3.50. I said this was much less food than the full enlish and what I paid. he came back saying that the manager had said the same. I then went for the full english. When he brought it it was cold and he took it back. He then brought out another plate and the food on that was cold too.
I gave up and didn't bother to ask again.
When I checked out the man at the desk wasn't interested and didn't respond when I told him what had happened. Even when I said that they may get not to good a review. He still never responded.
What a shame because the hotel was in such an amazing spot and the room was so comfortable.
Commentaires de Gestion de l’hôtel
7 sept. 2024 par Front desk, Gestion de l’hôtel
Thank you for sharing your detailed feedback with us. I'm truly sorry to hear about the numerous issues you experienced during your stay, from the confusion about parking to the disappointing breakfast service and the lack of responsiveness from our staff.We sincerely apologize for the miscommunication and the inconvenience caused. Your experience falls short of the standard we strive to uphold, and we regret that we did not meet your expectations, especially given the beautiful location and comfortable room you mentioned.Please know that your comments have been shared with the relevant teams so that we can address these issues and ensure they do not happen again in the future. We greatly appreciate your understanding and patience.Thank you for staying with us, and we hope to have the opportunity to offer you a much improved experience should you choose to stay with us again.Warm regards,Front desk
par un voyageur
Average stay
Publié le 2 sept. 2024 sur HotelsService at the hotel was good however the hotel is looking a bit tired. Noticed a few things needed touch ups for example where you scanned the key on the door was broken and just a hole, the wardrobe was falling apart. The WiFi at the hotel didn’t reach our room and due to the location you don’t get signal either. This was raised with reception during our stay.
The shower was a bad design, it was great because it was powerful but meant that water would shoot past the glass panel and the floor was a pool. Which was dangerous given the shiny floor.
Dinner in the restaurant was lovely however it didn’t have much of a restaurant feel. There was only 1 member of staff on who was juggling the bar also. With another member of staff who popped by to help. So it felt like you were just dining in a random room rather than a restaurant.
We didn’t use the spa as this was an additional cost and from what you could access didn’t feel worth the money which is a shame as we tend to book a hotel with a spa to use it.
Commentaires de Gestion de l’hôtel
7 sept. 2024 par Front desk, Gestion de l’hôtel
Thank you for taking the time to provide us with your feedback. We're glad to hear that you found the service at our hotel to be good and enjoyed your dinner in our restaurant. However, we deeply regret the issues you encountered during your stay.We apologize for the maintenance issues you noticed, including the broken key scanner and the condition of the wardrobe. We are currently working on addressing these areas to ensure our facilities meet the high standards we strive to provide. We're also sorry to hear about the WiFi connectivity issues and the design of the shower, which led to an unsafe situation. Your safety and comfort are of utmost importance to us, and we will be reviewing these matters with our team.Regarding your dining experience, we apologize that the atmosphere did not meet your expectations. We'll look into ways to enhance the ambiance and staffing in the restaurant to provide a more pleasant dining experience. We're also sorry that the spa didn't seem worth the additional cost, as we want every aspect of your stay to feel valuable and enjoyable.Thank you again for your valuable feedback. We hope to have the opportunity to welcome you back in the future and provide you with a much improved experience.Warm regards,Front desk
