A memory that continues to disappoints
I have debated writing this review for a long time because the entire experience with Ellenborough Park still genuinely upsets me years later.
Originally, my partner and I booked what was meant to be a very special luxury stay, including fine dining and champagne afternoon tea. Unfortunately, during our stay I became seriously unwell and ended up in hospital, meaning we barely spent any time in the hotel and missed the majority of the experience we had paid approximately £700 for.
At the time, management were extremely sympathetic and explained that, as long as we paid the room rate for a future stay, they would love to welcome us back so we could finally take advantage of the experiences we had already paid for but never got to enjoy. We were incredibly grateful for this gesture and genuinely looked forward to eventually returning under happier circumstances.
Sadly, what followed was over two years of exhausting back-and-forth communication, repeated unanswered emails, delays lasting months at a time, and feeling as though we were constantly having to fight for things that had already been agreed.
I repeatedly tried to remain patient due to the pandemic and the closure of their fine dining restaurant, as the fine dining experience was the main reason we booked originally. However, over time the agreed arrangements seemed to shift, and I was made to feel like I was asking for “freebies” rather than simply trying to receive the services we had already paid for but never got to enjoy due to becoming ill.
There were multiple occasions where I chased responses for weeks or even months with no reply whatsoever. By the end, I felt completely ignored and emotionally drained by the entire process.
When we finally attended the rebooked stay, I will say the room and spa were lovely. However, the dining experience was another disappointment entirely. We walked through the restaurant where couples were dining in a much more intimate setting, only to then be directed away into the open bar and dining area — a completely separate space. We were left confused and disappointed to find ourselves seemingly the only couple seated amongst a family with two loud young children and a large group of men drinking and being noisy.
Considering we had originally paid for a fine dining experience, it honestly felt like a slap in the face. I completely understand that the fine dining restaurant no longer existed after the pandemic, but the alternative felt like the absolute bare minimum rather than any genuine attempt to recreate a special or romantic experience.
To make matters worse, despite our original package including champagne afternoon tea, we were initially served only tea and a scone. We then had to awkwardly challenge this with staff ourselves, and it was only after a long-standing member of staff confirmed that our original pre-pandemic “Lord and Lady” package did in fact include champagne afternoon tea that this was corrected.
Overall, we left feeling incredibly let down. What makes this so upsetting is that we weren’t trying to exploit the hotel or ask for extras — we simply wanted the opportunity to replace what had become a traumatic memory of illness and hospital with a happier experience. Instead, the entire process became stressful, upsetting, and emotionally exhausting in its own right.
I genuinely hoped Ellenborough Park would help turn a bad memory into a positive one. Sadly, it achieved the opposite.
