Alexander Hotels Reviews 6

This is probaly one of the worst afternoon teas I have ever had, the sandwiches was poor the cakes tasteless and the scones all dried up and stale tasting,
what I dont understand is why this hotel employes a chef that turns out sub standard food to its customers, not just once but the reviews are on going for a few years and still alexander house does not change it, I can only assume that they just dont care about what customer have to say, its a bit like we have you money so tough luck take it or leave. a very very bad experience and very costly, in fact a rip off. sack the chef 100% and maybe the manager of the hotel as well and bring in staff who care,

Booked a private dining room for 8 people at rowhill grange to celebrate my parents 70th wedding anniversary for lunch paid in full including 10% service charge costing over £600 early on the day my father was unwell and had to be taken to hospital by ambulance rang at 9am as soon as they opened but said as it was on the would lose all the money as all ingredients were bought and stated to be prepared !!
I suggested a member of the family would come and collect the food but they said this was not possible
Finally agreed to give me £215 towards another booking
Feel reluctant to use this and will cost even more and do not want to give them anymore money
Understand it was on the day cancellation but was only for 8 people and exceptional circumstances
Have used this hotel many times and would have thought could have been bit more understanding
Really bad customer service for a big company

My wife and friend booked Barnett Hill (Alexander Hotels) in July 2025 expecting a luxury 4-star stay. What they got was disgraceful — dirty, overheated rooms with mould, soiled bedding, broken fixtures, and poor service (see photos). Far from the “luxury” advertised.
We have given management plenty of opportunity since our stay to rectify the issue and make a full refund — which they have repeatedly declined. Instead, they offered a token “future stay” — as if anyone would want to repeat such an appalling experience.
A true luxury hotel doesn’t just sell a room — it takes responsibility when standards collapse. Barnett Hill failed on both counts.
👉 Travelers beware: Barnett Hill is not the luxury hotel it claims to be.

Poor customer service by Alexander House reservations staff. Purchased a buy a gift voucher for a one night stay and was planning to use in 2020 and due to covid restrictions unable to use this. I have paid to extend this voucher and thought it had been extended 12 months till 17.12.23, went to use last week and discovered it expired 17.10.23. I contacted Buy a gift who want £201 for me to use six weeks after it expired after paying almost £310 already for this. Alexander House not interested and telling me to go to Buy A Gift, they are not interested either. Pretty poor show from both. Just cancelled a £530 reservation due to the appalling service or lack thereof which would have resulted in another £500 spa treatments plus meals, etc. Will not be going back to the this establishment due to the poor customer service. Very easy to deny responsibility! You could have done something but chose not to.

Very average afternoon tea. Service was great, friendly staff and nice environment. But the cakes were rubbish. Tasteless, beige, mainly just sponge and cream, very dry carrot cake. Not the usual tasty beautiful little cakes you expect. Not worth £30 per person.

A friend and I had booked a SPA day, one direct with the hotel and one having received a gift voucher. Unfortunately, 5 days before one of us tested positive for Covid. In the current environment, and in the interest of public and employee safety, I would have thought this would be a pretty straightforward process of rearranging dates. Sadly, Alexander Hotels take the view that there is no legal requirement to self isolate so they expect a payment from each party of £15.00 to amend the booking (having fallen back on their small print which states no changes can be made within 7 days of the booking date) or we could cancel with no refund or both still attend even though one of the party is ill with covid. As we can not afford to lose the money spent on this booking we will have to rearrange but please beware, customers and staff, people who have tested positive with covid could well be at this hotel as they can not afford to pay the charge to rearrange.