Beautiful hotel and garden

Intimate and quaint

Nothing

We had booked a double deluxe room at the Frogmill, on arrival we were informed that our room was not ready, along with all the other deluxe rooms due to a late check out. No apology, discount, solution was offered by the person behind the desk and we were informed that we would have to wait and quickly asked for a pre payment card for any extras. When I explained that I was not happy with not having access to our room, that we had travelled two hours to the hotel with the idea to enjoy the hotel facilities we were again told the rooms are dirty and there is nothing they can do. When I said it wasn’t good enough and can I complain and request a discount we were informed that it wouldn’t be worth a discount as we booked via booking.com and as such any refund would take 28 days. Eventually on my suggestion I was offered a 20% discount on our evening meal. Which totaled £13.80. We were not proactively offered any apology, discount or solution and I found the person behind the desk indifferent to the situation, I was horrified to learn that the person I was speaking to was general manager Mathew Cain, I found his attitude to not be appropriate due to the failings of the hotel he is responsible for. The expectation was that a late check in should not be an issue and that because we had pre paid via booking.com it didn’t matter. We were finally let in our room, 50minutes late, leaving only a few hours to enjoy the room before having to go to dinner. Whilst in the room we found a dirty tea spoon. Also we came across the hotels policy on late check out which states, late checkouts can be arranged for a cost of £20 and notice should be giving “where possible” it would appear the hotel were happy with the financial gain of someone completing a late check out without. the hotel has also failed to respond to booking.com about this issue

The hotel bedrooms are simply gorgeous! Beds super comfy and rooms exceptionally clean. The housekeeping team here are excellent. Staff very professional and friendly. Food excellent. Bar very warm, cosy and inviting! We had a cosy double, deluxe double, King Deluxe x 2 and ALL rooms were very very nice indeed and the soft furnishing in the rooms and hotel in general (in the bar and restaurant) were all very tasteful and we just loved being there. 100% we would return to this hotel. Our 2 night experience was just so enjoyable!

I would have loved to enjoy the outdoors but the weather in January does not allow but I shall return so I can enjoy this hotel in good weather. My only suggestion would be to add natural yoghurt and berries to the breakfast buffet.

Staff were amazing, there is literally nothing I could fault on their professionalism and efforts to go above and beyond! Should be proud!

Do wish the cad park was lit up a bit more as it was very dark at nighttime ! But I am nitpicking

Comfortable room and decent water pressure in the shower.

Heated towel rail didn't appear to work, evidence of mildew in the shower, flickering lightbulb in the bathroom.

Lovely old stone, former mill. Sensitive restoration with local stone and timber.

Umm, can’t think of anything.

Room was very spacious and well laid out. There was actually a socket near to the mirror which you don't always get. Rate included breakfast and it was a treat. Full English beautifully cooked, plenty of coffee and Fresh Orange also. Hotel is about 15 minutes outside Cheltenham so we decided to have dinner at the hotel. Again, we couldn't fault the food or service.