Handpickedhotels Reviews 

Unfortunately like a lot of other organisations ignoring the customer views of the standard of their properties and their ability to provide a professional service. Latest one, booked a room in February 2026 and then they cancel one of the days a month before it was booked for with no real explanation with no thought to the customer and what makes this worse is the customer services dept ignore the emails as well. A reputation the hardest to get the easiest to lose.

We stayed at Crathorne hall hotel which was exceptional. The food was fantastic and the staff were the cherry on top.. Special thanks to Byron and his team. You guys were amazing thank you.

My wife and I spent our 40th wedding anniversary at Rhinefield House. The building, surroundings and location are superb, and the staff are charming. However, we have some pretty major issues. We have stayed at a good many top hotels over our 40 years so we have a vast experience of luxury stays. For the high price of accommodation we were very disappointed by the absence of an indoor pool and a spa (facials and massage only in a small side room). We were also very upset by the large hidden service charge on every drink, something that we have never experienced anywhere else. This made coffee very expensive indeed when we could easily have carried it to our seat ourselves. we felt conned by the fact that this extra charge was never stated until the final exit bill. I was also somewhat disappointed that there was no acknowledgement that this was our ruby wedding stay. I didn't expect champagne, but some flowers or chocolate is surely not too much to expect. There was a small card advertising our stay. Great food, but I certainly wouldn't recommend this place, especially when compared with our other stays elsewhere. Very expensive for the lack of the usual amenities that are standard in other luxury stays.

My friend had booked us a spa experience with overnight stay at Brandshatch, 6th June, Spa day was lovely, we could not fault it at all. We checked in for our room, she had booked us a Junior suite with twin beds, when we walked into the room, there was a double bed, the room was dated, old furniture, the sofa looked like it had seen better days, the trim of the chair was ripped. We were in the eaves. Housekeeping was going to come up and seperate the beds but they would have been small singles, so they eneded up giving us a room next door, my friend slept in there. It put a damper on the whole experience for us. Breakfast next day, well we were served shrivelled burnt eggs and crispy solid bacon, this was quickly taken away and we were served eggs that we could eat, the bacon, my friend still could not eat. On check out, I was given the managers email, and I emailed a complaint to, which I never received a response and I also emailed the customer service which I have never received a response. Myself and my husband are handpicked members and if this is how they treat their guests then we will not be staying at another hand picked again. My friend said that she has stayed in nicer travelodges

My wife was gifted a voucher for afternoon tea at the Buxted Park Hotel. The staff were excellent, very attentive but not overly so. The tea was superb and too much for us to finish, so they provided a doggie bag to take away some delicious cakes. Would highly recommend it.

Room was very nice, was a decent size and the bed was very comfy and huge, and everything was spotlessly clean. There was a nice big bath with endless hot water and a very efficient shower and altogether the bathroom was lovely if overly bright in the middle of the night. We had a balcony with opening doors as well which was lovely.

We had a big widescreen TV which for some puzzling reason was only displaying a picture in 4 x 3 and we couldn’t fix it because the menus were locked, so that was weird.

The staff were very friendly and helpful apart from the bar staff who were either surely, over friendly or downright clueless and could not tell the difference between rosé and red wine in one instance. In fact when I asked for a rosé, they were checking the labels on bottles of what was clearly white wine. We ate at the bar twice during our stay. My first meal was an overly large very average generic burger made from frozen I would say, but the chips were fresh and hot and really nice. Next day we had a pizza it was clearly a freezer pizza. It was just horrible. I wouldn’t eat that stuff at home so I don’t see why I should be expected to pay a fortune to eat it on holiday. Just- no. Given this experience, there’s no way we were going to risk the main restaurant so we ate in the town which was always very nice indeed. So definitely docking a star for the ghastly, cheap horrible bar food and the fact that when they weren’t being brusque or overly friendly, they didn’t know their donkeys from their elbows.

booked through the webite for Signature Valentine’s Stay confirmation came no mention of this but did not think anything of this had a call asking if i wanted to book a meal? then alarm bells rang and i had to go throught to managment who advised me i booked wrong even though i rechecked the website whil on the call.
not a good experince pleasebe carful and if booking does not mention what you have booked for ring up.

Stayed at the Norton House Hotel, Edinburgh for a catch up with a friend. Call handler when I booked was very helpful and sorted our booking. Every member of staff we met and dealt with were helpful, courteous and welcoming. We had a wonderful stay and would highly recommend

Been trying to book my Gift fir over a week and they use delaying tactics. Ive sent my voucher 3 times and no response. Tried calling, no answer. My children bought me this Spa voucher for Christmas and I will be reporting this to the hotel concerned. Still no reservation confirmed... Ill have to get my daughter to get a refund from them. Don't use, they're useless

Tried to book a stay online as I have always done but now the website doesn't respond. Rang up hotel & booking tel line but nobody answers the calls. Are they still trading??. There loss - have booked elsewhere.

I spent over a week and four e mails trying to obtain information for a potential booking. Each e mail was either ignored or responded to without all the questions being answered.
I have booked elswhere.

Had a total body massage this morning at Rookery Hall. Lisa was brilliant! A really relaxing experience. I asked her to concentrate on the neck and shoulders with medium pressure which was just right and did the job. The ambience and products used were really lovely. Thank you Lisa! Top marks from me and I would certainly ask for you again! Diane R

We visited Crathorne Hotel and it did not disappoint! Exceptional hotel n amazing grounds. The stay in the Ormesby Room was fantastic. Beautiful room with a gorgeous view over the gardens. The staff are very helpful and friendly going the extra mile to make sure your stay is perfect. Breakfast was delicious. A luxurious stay in beautiful countryside.

I’ve stopped in Edinburgh and Rookery Hall in Nantwich for my wife’s 50th, and both were amazing. We used the spa in both hotels and mode to feel very special in both, hotel staff couldn’t do enough, just the little things like remembering our names, rooms were beautiful, food was some of the best we have had.

I’m really surprised to see the star ratings, I would absolutely recommend them, you won’t be disappointed.

Been staying at the Grand Jersey for 21 years plus
Seen some ups and downs but stayed loyal
After a pleasant visit in April this year returned
Late August what a difference
Food had gone down hill drastically the front of house team (other than the young lady who checked out ) were totally uninterested
Will give credit to the waiting staff in the champagne lounge on the odd occasion we ate there who were a credit
It’s a shame the management don’t follow their lead
Received the normal follow up from the general manager which I filled in truthfully and did ask for a follow up call to talk personally
But to no surprise nothing received
Myself and my family are visitors at least twice a year
Due to their lack of interest I’ve already booked elsewhere for for our next visit

Update 😡😡😡😡
Having been a loyal customer for many years as stated Handpicked decided to con me out of nearly 800 loyalty points
DEFINITELY won’t ever use a Handpick hotel again

A really great stay at Woodlands Park on the night of 28/6/24. Conveniently located for Sandown Race Course. Seamless check in and out, helped by Aysha. Tasty buffet breakfast a cut above usual buffets. We had a delicious hand made omelet- thank you Adrian for making it. All staff were friendly and professional. Big thanks to bar staff for waiting on the terrace in late 20’s heat in suit, shirt and tie!! Have stayed before and would definitely come back.

As a long standing gym member at another hotel in the chain and a privilege member the discount and loyalty points is gratefully received.

Stayed at The Woodlands Park Hotel in Cobham Stoke D'Abernon. Everything was as it should be for a hotel in the handpicked hotels chain. A friendly meeting with the head chef to discuss dietary requirements for myself and all meals served were delicious. Our room was a suite and was serviced each day of our stay with plenty of little touches, not all used. We were very appreciative of the aircon when temperatures hit 37.1. All staff were impeccably dressed and were very pleasant. Taxis were arranged quickly and arrived quickly. The gardens were lovely to sit out in under the shade of umbrellas on the terrace or under the trees where seating was provided. Thank you to all and I am sure we will use Handpicked hotels again.

Rubbish customer service on the phone. Explained clearly what I wanted. They not listening and sounds like they either working from home or in Tesco!! Can hear so much talking in the background. Had to keep repeating myself, advisor was not listening and kept asking same questions. In end I gave up!! Not good enough .

Just home from a lovely time at Rhinefield House Hotel. Beautiful building with stunning grounds. Our room was a woodland view called Redshank, clean and very comfortable, well stocked and maintained. Housekeeping team were great, nice touch birthday card from manager and a balloon and card from housekeeping. In fact all the staff couldn't do enough for you, very impressed. A special shout out to Steph in the spa, she was amazing the reflexology and facial with her I loved. We met up with friends and found staff so helpful with wheelchair access. Food really good, nice menu and good wine. One thing which could add to breakfast and eating areas is some soft low volume music in the larger breakfast area so quiet I felt we had to whisper across the table. Looking forward to returning.

I’ve tried unsuccessfully to get an adequate response from the GM and supporting staff at the Spa/Gym at the Norton House Hotel near Edinburgh. It took over four weeks to get a reply through indirect and direct approaches to log a complaint .
Stopping short of reaching out to the owner of the Hotel chain (Hand picked) l approached the GM at the Hotel, his PA acknowledged receipt of the complaint, obviously he is too busy to respond in person.
That would at least be the most courteous approach, acknowledging he has seen the issues l have had highlighting an issue. His office merely passed it onto one of the managers ld been trying to connect with…. it’s amazing how the Hotels quality team only engage with the positive stories on Trustpilot, they never seem to want to address the negatives, l did get a cursory email from the groups quality manager , enquiring what my issue actually was, never heard anything afterwards.

So if you’re thinking of joining this Spa/Gym think twice, they only want your money for a sub standard service. They advertise many exercise and well-being classes but unfortunately they lack appropriate management of resources, leading to classes being cancelled, or in some cases bad timekeeping on behalf of PT’s mean no classes at all.

The facility is tired looking, a recent investment in the lounge may have been better utilised in gym equipment and the servicing of the said equipment and the overall facilities decor, air conditioning and general daily upkeep of the changing facilities is seriously lacking.

They won’t miss one member in the grand scheme of things, but seriously check this place out before signing up to a poor service.

Point of note , front of house staff are welcoming and theres maybe one senior member of staff thats trying but not being given adequate support, and he is near or close to burn out. However it’s the poor resource and facility management behind the facade in this instance that matters,

I was once told by a previous GM that The Norton Hotel aspires to be a 5 star experience, this obviously does not apply to Gym members and service they receive, you’d be pushing it to recognise the operation as a 2 star operation.

I was a member for over 10 years.