Cotswold House Hotel

I rarely leave negative reviews, but unfortunately our stay at Cotswold House Hotel & Spa fell well below expectations on multiple levels. We paid £160 for a Friday night stay in March, even after a discount, so this was not a budget booking. On that basis, we expected a reasonable standard of accommodation and access to the facilities being advertised. We chose this hotel specifically because it is marketed as a spa hotel. Naturally, we expected to be able to use the spa facilities, including the pool, during our stay. However, when we attempted to use the spa, we were told it was fully booked and that access was unavailable. This came as a complete surprise. At no point during the booking process via Hotels.com, nor in any communication from the hotel, were we informed that spa access: requires advance reservation is subject to availability may incur an additional charge The only mention of reservations related to spa treatments, not general use of the facilities. This is a crucial distinction and one that directly influenced our decision to book. After being turned away, I reviewed all correspondence in detail, including messages within Hotels.com, and even went through them again with the receptionist. Neither of us could find any reference to these restrictions. In my view, this represents a clear failure in communication and a misrepresentation of the offering. The situation was made worse by the handling at reception. When I raised the issue, the response was dismissive and unhelpful. The only “solution” offered was that they might check later in the morning to see if space became available, but: this was not guaranteed we would not have access to a lounger we would need to wait around with no certainty of access Given this was a special occasion, this was not a practical or acceptable alternative. Unfortunately, the issues did not stop with the spa. The room itself was extremely disappointing for the price paid. It was: very small uncomfortably hot, more like a sauna than a bedroom fitted with an exceptionally small shower showing visible wear, including peeling paint on the ceiling lacking even basic functionality, as we had to prop the window open just to get any ventilation This fell well below what you would reasonably expect from a hotel positioning itself as a premium destination. To add further frustration, the hotel has consistently attempted to deflect responsibility onto Hotels.com / Expedia, stating that: they are unable to communicate properly with guests who book via third parties they are unable to process refunds However, when we contacted Hotels.com to pursue the matter, they advised they were unable to get through to the hotel by phone. This left us stuck between two parties, neither taking ownership of the issue. In summary: Spa access is restricted and requires booking, but this is not clearly communicated The hotel is marketed in a way that creates expectations it does not meet The room quality was poor for the price point Customer service was dismissive rather than solution-focused Responsibility for resolving issues is passed between the hotel and booking platform Overall, this was a very disappointing experience, particularly as it was booked for a special occasion. Had the spa restrictions been clearly communicated, or had the accommodation met a reasonable standard, we would have made a different decision. I would strongly advise future guests to clarify spa access arrangements in advance and to consider alternative options if these facilities are important to your stay.

Me and my partner had our wedding here and everything was absolutely perfect. Every visit on the lead up the team made us feel so welcome, Mandy was great at keeping us on track and the day was smooth. Every part was simply perfect, our rooms were lovely and Mandy was only a call away the day before and the morning of. I wish I could do it all again. We will be back for our anniversary yearly and we can’t wait

A huge thank you to the fabulous staff at the Cotswold House Hotel for: a clean, well-presented room with a large comfortable bed; a gorgeous evening meal and perfect breakfast. The reception staff were professional, kind and knowledgeable. Sue was an absolute joy, proving a superlative breakfast service with the utmost care and understanding of a coeliac diet. We already look forward to our next visit!

Great hotel, comfy bed, brilliant shower, delicious breakfast

We love staying at The Cotswold House Hotel. On this occasion it was my birthday and from the time we arrived till the time we left, we were taken care of by the most wonderful staff. A special shout out to Dawn on reception and Sue who looked after us during breakfast. Food portions are huge for the price we paid and the bed super comfy.