Arden Hotel & Leisure Club

PHOTOS OF BOOKING TIME, RECONFIRMATION OF BOOKING TIME, & T's & C's OF BOOKING ADDED FOR PROOF. Mngr Roy not able to take accountability, aggressive, & reactive (not witness to original discussion on timings whatsoever), made up & immature response, no customer skill. I attended on Friday with my friend for our booking at 1pm. We originally booked on 21st March 2024. & read all times agreed & small print as described on Groupon which said nothing about coming at any different time other than 1pm, (just about terms if need to cancel etc etc). We also reconfirmed our booking again on 27th March as requested, with a further email sent from yourselves saying: "we are pleased to inform you your booking is confirmed". As 1pm on the 12th April 2024. When we arrived yesterday this was reiterated that our booking and time for restaurant was 1pm - by both reception member of staff and then by restaurant staff. We had our afternoon tea, then afterwards went down to the spa facilities. We were met with coldness by the woman in charge there. We were initially met with silence when we said that we had come to use the spa facilities. The lady gave us what I can only describe as a 'death stare' then more silence. I was totally shocked. We were told that we should have been there at 11.30am. I said not thats not correct we had a booking for 1pm for our overall booking as described above. We were told that that was for the restaurant, and that she apparently emailed me the day before to say leisure pass was at 11.30am? I could not get my head round what was going on, and reiterated that our booking was from 1pm. I found this very embarrassing. As I had assured my friend of the timing of 1pm - and yet I was being put into question by this lady that was frankly cold and unwelcoming. I said to her that if they had wanted us to come at 11.30 they should have made that clear to us. I had booked the experience for 1pm, had had that reiterated clearly in an email on reconfirmation of booking - so why would I think any different. Expressing this, I was told that I was in the wrong and that she had told us clearly in an email 'yesterday' that the leisure pass was for 11.30am ?? She clearly tried to make us feel that we were in the wrong, and was curt and told us that we would just "have to use a cold pool" I found this shocking that we were met with such bluntness and coldness. When I tried to assert that we have not been made things clear to I was told that this was wrong, that I was in the wrong & that an email was sent to me the day before. I said that I have been in London for work the day before and that I have not read my emails in the last 24 hours. I felt annoyed and embarrassed about the way we were being treated, I also noted later Alison was cleaning the pool while people were in there which I didn't understand. I tried to speak to her poolside to reiterate my point, but she just kept telling me that I was in the wrong. & said she was going to get the manager. He came down and I spoke to him, but I didn't feel I was being heard or believed, He solely stood up for his colleague and gave an example of how the customer is "not always right " according to him people at pubs who are drunk are not right as customers! I asked what on earth that had to do with this situati Later when dressed I again went to the reception and said I wished to make a complaint. I then spoke to the same manager, showed him my emails and t's & C's and reconfirmation sent to me. I was at this point apologised to as I think he was then based on the evidence provided more clearly able to see my point of view and why I was upset. he stated that it sounds that things weren't made clear to us. I gave the manager my email at that point to expect a communication regarding this. On return home, I have rechecked my emails where I see all the above communications, plus an email from Louise the day prior to our booking at 1.09pm (less than 24 hours prior to when our prearranged booking is due to start) where she at this point tells us to get there at 11.30??

Recently booked accommodation and an event. The hotel staff have been wonderful, quick and efficient with their correspondence. I can't yet comment on the rooms but I know the location is perfect. Thank you for being so efficient - it's makes such a difference. Prices for rooms and events are very reasonable.

Excellent for a pre flight stay over ...

Nothing fancy about this hotel, but nice enough. The rooms area could do with clearer signs (saw someone in a towel lost on our visit) so you don't go the wrong way, but friendly staff and food was great.

Stayed for a conference. Very helpful, friendly staff. Food delicious, rooms clean, although a little tired. My only criticism with the beds....no mattress or pillow protectors ! Rooms: Clean, though a little tired, need some TLC Food & drinks: Good food, reasonably priced beverages & alcoholic drinks

Great hotel close to resort world & airport I would highly recommend Food & drinks: Great food

Nice environment with a really warm comfortable inviting hotel of which all the staff are amazing very polite and more then willing to help in any way they can to make your memorable % Awesome hotel both it's self and the the entire staff