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“Let down by the restaurant”

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The Cheltenham Chase Hotel - A QHotel
Ranked #1 of 2 Hotels in Brockworth
Certificate of Excellence
Reviewed 10 November 2011

My wife and I spent 3 nights here in November. There is much to be praise about the hotel. It is well situated for touring the Cotswolds being midway between Cheltenham and Gloucester. The hotel was very clean and the majority of the staff were friendly are helpful. We were unfortunate that during our stay the hotel had a large conference on the Monday which meant guests staying overnight on Sunday were relegated to having breakfast in a meeting room. This meant marginally less choice but more importantly pre brewed tea. In addition the lovely pool was closed on Tuesday for cleaning. Not to be warned of this before we came I think was a mistake.
The leisure facilities are fine with a dozen or so aerobic machines and a separate weights room, however if I was to be picky the acoustics in the pool are pretty bad inasmuch as any conversation echoes around and in the accompanying sauna and steam room – not conducive to a relaxing experience.
What was disappointing was our evening dining experience. Not only was the service quiet slow and the staff generally lacked smiles (mind you not sure I would smile if I had to wear brown tops and orange waistcoats) but there were some basic errors made such as unused glasses not cleared from the table. It’s frustrating to watch the drink you have ordered wait at the bar for 5 minutes but this is what we and other diners did. On both nights the Daily Specials were the same and when we questioned the hotel we were informed that Daily specials only changed every 2 days.
We gave a full list of our complaints and observations to the hotel n our departure so its up to them to make changes

  • Stayed: November 2011, travelled as a couple
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Thank cltboy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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1,497 - 1,503 of 1,821 reviews

Reviewed 9 November 2011

We stayed at this hotel in July this year and really enjoyed it, so when the Autumn Breakaway club deals came through, we jumped at the chance to stay there again. The hotel is ideally situated for either shopping in Cheltenham or Gloucester or just for visiting the lovely Cotswold villages, so it does not matter what time of year you stay.As before, the staff throughout the hotel are friendly and efficient ( a few even remembered us from our previous stay ) and the whole hotel has a lovely informal, relaxed atmosphere. The spa treatments my wife had were very good and she especially enjoyed the fish pedicure which came free with her actual treatment and the pool area was clean and pleasant. All in all - another excellent stay. We will definitely be returning to the Cheltenham Chase soon.

Room Tip: The rooms at the back of the hotel are quieter and have a good outlook.
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  • Stayed: October 2011, travelled as a couple
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Thank JourneymanMerseyside
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TFromm, General Manager at The Cheltenham Chase Hotel - A QHotel, responded to this reviewResponded 15 November 2011

Thanks for taking the time to post such positive feedback on Trip Advisor - it is much appreciated.
It's also good to hear that you are enjoying the surrounding area during your stays with us and If you need ideas of new places to visit during your stay please do have a chat to one of our receptionist or take a look at our Information folder in reception.
We look forward to welcoming you back soon.
Kind regards
Tom Fromm

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 November 2011

Modern hotel, well located just off M5' very convenient for Cheltenham.
we went on a special break on a Monday / Tuesday, but due to a very busy ( and loud) Barclays Conference, it was anything but a relaxing break. The hotel is certainly Eco- friendly, we had to share a towel in a twin room and a single packet of stem Ginger biscuits, and even after requesting an extra towel at reception did not get own. The spa was nice, however, located within a busy swimming pool area and next to glass walled gym, it meant you were walking about in your robe ( which was a very coarse towelling robe in desperate need of some conditioner) in full view of all the male business men. We left a long feedback form and spoke to reception, but despite promises, we did not receive a call.
We also had to ( due to the conference) endure what can only be described as a shambles of a breakfast service, with inadequate seating and cold food, not what you would expect of a four star.

Room Tip: We had a ground floor room, room 30' adjacent to car park, would be nicer to ask for a garden/ f...
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  • Stayed: November 2011, travelled with friends
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2  Thank 21DHarding
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TFromm, General Manager at The Cheltenham Chase Hotel - A QHotel, responded to this reviewResponded 15 November 2011

Thank you for taking the time and trouble to post your feedback following your Spa Weekend at this Hotel. I can assure you that we do appreciate such constructive comments.
I am sorry that your room was not set up for two occupants and I have raised this with our Housekeeping team to ensure the appropriate checks are still in place to prevent this from happening again.
As a result of customer feedback we are looking at creating a semi-private area for our Spa Guests. This was a busy time for the Hotel with a large conference in addition to other leisure business and I am aware that in this instance we did not manage the two areas as well as we should have done, and certainly with the arrangements for Breakfast. We have however analysed our feedback and our own observations and will certainly not make the same mistakes again. Please accept my sincere apologies for any inconvenience caused.
Thank you once again for your comments.
Kind regards
Tom Fromm

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Reviewed 9 November 2011

Stayed here in Sept 2011 with daughter, niece and sisters on a 1 night spa break. We had a great deal through their website which included two thirty minute mini treatments, light lunch (although was far from light!), evening meal and breakfast. The hotel was kept very clean and tidy with nice grounds to sit in after evening meal/breakfast. Room was good size, tastefully decorated and good supply of towels, toiletries etc. Food was very good with good selection, drinks were a little expensive, (to be honest we have come to expect this when paying a low price for accommodation). All of the staff we encountered were very friendly and helpful. Considering there were six of us we were fitted in all together in same time slots for spa treatments. Treatments themselves were expertly carried out using one of my favorite brands 'Decleor' products; left us feeling very chilled! Made use of the pool which was small, but luckily not very busy, also used the steam room, sauna & Jacuzzi. My only gripe is that there weren't enough loungers around the pool, in fact there were only two and two other bistro style chairs. I like to have a lounge about by the pool, nattering, reading etc when on a spa break.Didn't venture out of hotel so cant comment on surrounding area. I would use this hotel again and would recommend.

  • Stayed: September 2011, travelled with family
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Thank vanillamax40
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 9 November 2011

Could not fault the hotel,the food,the staff all very friendly and helpful,rooms spotless and very comfortable,a pleasure to stay there.

  • Stayed: November 2011, travelled as a couple
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Thank fairviewbirmingham
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TFromm, General Manager at The Cheltenham Chase Hotel - A QHotel, responded to this reviewResponded 15 November 2011

Brilliant! Pleased to hear you enjoyed your stay.
I hope you will return soon.
Kind regards
Tom Fromm

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 November 2011

Despite a few minor niggles (that we wouldn’t usually have felt the need to complain about) this would have on the whole been a fairly positive review, but what we experienced attempting our final breakfast completely changed our minds. We are loyal Q Breakaway Club members and were celebrating our wedding anniversary during this weekend.


Good points:-

3 night Autumn break deal was excellent value for money

Large free carpark

Room very spacious with handy fridge

Free bottle of wine included in deal – waiting in room on arrival

Free movies included in deal

Fabulous food and amazing service in the restaurant (Marcos the evening waiter was particularly helpful and charming)

The young man (sorry for not noticing his name) who sorted out rescuing our laptop was excellent

Nice quiet location, no road noise at rear of hotel

Bad points:-

Forgot to give us the £10 Amazon voucher on check in

Original plug in sink replaced with one with rusty screw through middle and tied round tap with metal chain

Mattress had seen better days – springs easily felt and label said “this way up July/August/September” – it's November

Duvet had seen better days – filling was sewn into square pockets but just sat balled up in little nests in the corners of each pocket, making it lumpy and uneven

Shower cubicle hadn’t been cleaned behind screen – patches of orange bloom from the water on the grout

Bathroom floor didn’t appear to be cleaned during our 3 night stay – water drip marks from day 1 still visible on day 3

Stains on carpet, ripped wallpaper & rough splintery chip in headboard at mattress level

Over-enthusiastic door closers meant VERY loud bangs that vibrated the walls when people let them go

Fast food type drinks carton in flower bed by front door was there for at least 2 days without being moved

Free movies charged to bill and had to ask for them to be removed

Safe malfunctioned on returning after our first day out – husband had checked it twice before storing his laptop and my phone in there while we went out. Young man on reception was very helpful and did his best to sort it out for us with a safe unlocking device, then returned with a female member of staff who quite obviously didn’t believe him that the gadget wouldn’t fit, and quite obviously thought it was something we’d done wrong (it wasn’t!). The correct gadget was found but the helpful young man was unable to get it to work, so called in an off duty maintenance man who eventually managed to get it to work and set our valuables free!

Went down for breakfast on 3rd morning to find the lovely restaurant/breakfast area full of loud and obnoxious “suits” descending on the hotel for a breakfast meeting. We’d not been informed of this and there were no signs informing guests where to have breakfast. We asked at reception and were told to go back upstairs to one of the conference rooms. When we reached the “alternative breakfast room” we found that it was crammed full of tables where guests were breakfasting almost elbow to elbow – NOT a 4 Star hotel breakfast, more like that at a transport café. We asked one of the staff what was happening and she said there were no tables free and we’d have to wait (to her credit she did offer us a drink but by this time we were fuming!). As there were another couple of people waiting we decided to cut our losses and see if we could get a refund for the breakfast and find an alternative breakfast elsewhere. This had to be checked at reception with the manager, but wasn’t a problem, and we were refunded £10 (breakfast usually £15 but apparently not on our deal) for each breakfast.

After a very mixed experience at The Chase that could have ended positively with a breakfast like the previous two we’d had, we left hungry, disappointed and feeling like The Chase think it’s OK to let down customers in this way. We ate at the local Tesco Extra café which felt more relaxing than the chaos back at The Chase.

  • Stayed: November 2011, travelled as a couple
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Thank Cyberhell
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TFromm, General Manager at The Cheltenham Chase Hotel - A QHotel, responded to this reviewResponded 15 November 2011

Thank you for taking the time to post such detailed and helpful feedback regarding your recent stay at this Hotel.
Firstly, may I offer my sincere apologies for the shortfall in standards your experienced during your stay. I can assure you that this is certainly not a true reflection of our normal standard of service and product as you can see from the majority of our feedback. I have discussed all of your comments with the management team here in order that we take any necessary action to maintain our standards in future.
The room that you stayed in was one of a small number of rooms which are due for re-decoration in the New Year. The remainder of our rooms were totally refurbished recently as part of the general Hotel refurbishment.
We did take a booking for a conference on the Monday of your stay and the numbers for this conference increased dramatically a couple of days before arrival. As a result we made alternative arrangements for residents' breakfast but we realise in hindsight that the arrangements we made were not ideal and have taken lessons from this for the future. I am sorry that you were inconvenienced as a result and that it meant that your stay did not end on the relaxed note that it should have.
I do hope that you may consider returning to the Hotel again in the future when I am sure you will find our standards of service and product to be what you would expect from a Hotel of our standard.
My sincere apologies and thank you once again for your feedback.
Kind regards
Tom Fromm

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 November 2011

We had such a lovely time at this hotel, staying in one of the hotel suites. We wanted to stay an extra night but the hotel was so popular we only managed to find a vacancy for the 1 night. We felt very welcome from the moment of arrival through to departure. We found our suite to be wonderful and a very good size for the four of us. We used the swimming pool and had to drag the children out they were having such a wonderful time!! The food was fantastic and very good value for money and the service was prompt, proffessional and friendly. Breakfast was fab too! I really couldnt fault this stay and would love to go back as soon as possible. My children are still enthusing about our stay and cant wait to return for longer. We have told everybody we know what a lovely time we have had and just know they will be booking in at the Cheltenham Chase Hotel very soon!!

Room Tip: Highly recommend the Cider with Rose suite.
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  • Stayed: October 2011, travelled with family
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Thank Adrian D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Cheltenham Chase Hotel - A QHotel

Address: Shurdington Road, Brockworth GL3 4PB, England
Region: United Kingdom > England > Gloucestershire > Brockworth
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 2 Hotels in Brockworth
Price Range: $146 - $245 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — The Cheltenham Chase Hotel - A QHotel 4*
Number of rooms: 122
Official Description (provided by the hotel):
The Cheltenham Chase Hotel is situated conveniently close to both Cheltenham & Gloucester and just minutes away from junction 11a of the M5. The Hotel boasts 122 contemporary, air conditioned bedrooms, all with flat screen TVs, tea & coffee making facilities and fridges. Hardy's Restaurant offers fantastic food in a light contemporary atmosphere overlooking the Cotswold Hills, whilst Hunters Bar and Lounge provides a relaxed area in which to enjoy a great range of food and drink. There is an extensive leisure club with great facilities including a pool, sauna, steam room and jacuzzi, a fully equipped gym and weights area and a Spa offering a full range of treatments. Complimentary WiFi is available throughout the Hotel. ... more   less 
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Also Known As:
The Cheltenham Chase Hotel - a q Brockworth
Cheltenham Chase Hotel
Cheltenham Chase Brockworth

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