6/10 Okay
Russell
Traveled with partner
Sep 13, 2025
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
A disappointing stay at HDV Cheltenham due to poor customer service. We were told 24 hours before our stay that, even as residential guests, we couldn’t get a table in the restaurant until late in the evening as it was full. 24 hours later they managed to “fit us in” at 6pm. The restaurant was barely 30% full when we arrived and remained that way until we left around 8pm - so quite why we were told tables weren’t available, I don’t know. They must lose so many bookings through incompetence.
The following morning, we were told we didn’t have late check out but could pay £15 for it - even though it was included in the specific package we booked, so I had to go to reception and prove it was included. No apology for their error or disputing that I had it included. So much for a relaxing lie in.
Finally, when I checked out, I was presented with a massive bill for a load of drinks that had been charged to my room by guests of the private event that was taking place the night before - even though I was clearly not part of the private event and specifically asked not to have a credit allowance on my account and to pay as I go. Why such a large amount of drinks were even allowed to be added to my room I don’t know and, again, no apology for their mistake.
Not the kind of customer service you expect at HDV. More like Fawlty Towers. We wouldn’t stay here again when other better options are available.
Russell
Stayed 1 night in Sep 2025