I wanted to share feedback following my recent stay at De Vere Tortworth Court, which unfortunately fell far below expectations.
Before arrival, I tried contacting the hotel three times by phone and sent an online message regarding my booking and an upgrade offer. No one responded. On arrival, I was told the upgrade was no longer available, which was disappointing given the lack of communication.
Our arrival was further delayed by a school prom on site, which caused a 40 minute queue to the entrance. No prior notice was given, a basic courtesy that would have helped us plan.
The room was extremely warm, and although a fan was provided, there was no bottled water. Attempts to contact reception from the room failed as the phone just rang out. The Lady Grey chatbot offered no help and redirected me to the same phone line. When I finally spoke to someone, I was told to either buy bottled water or use the floor’s water station, which was out of order. Again, poorly thought through.
Room service was fast to order but arrived on a dirty stained trolley that resembled a pot wash cart. No attempt was made to present it properly, and some dishes were lukewarm. All disappointing but sadly consistent with the wider experience.
Most alarming was finding an open needle in the room, a serious health and safety risk. I raised this with the General Manager, who never responded. Instead, a duty manager got in touch, which perhaps reflects the lack of ownership across the hotel.