The quality of everything and the prompt and polite staff

It was more than I would normally pay but was for a special occasion

The atmosphere and the location. Even breakfast is freshly made. Rooms clean tidy comfortable would highly recommend this hotel close to everything

Another lovely stay. We have been coming to this hotel for years and we love it.

Missing chocolate fountain in the spa.

The property was lovely, staff really accommodating & everything went amazing until check-out.

We were offered a complimentary upgrade at check in, we were told multiple times this and was even checked. However, upon check out we were charged for the upgrade and when trying to explain this in correspondence, we just keep getting told there was a “miscommunication” amongst colleagues. I just don’t think it’s acceptable to give people these things and then just charge them in the end. So be careful if you stay here and they try to offer you a “complimentary” upgrade, it won’t be and they will just charge you. I feel like the correspondence I’ve been having isn’t very professional and is very dismissive.

UNUSUALLY STRICT SPA POLICY: you cannot use the spa other than at the inconvenient times of 08:00-10:00 or 19:00-21:00, even as a hotel resident! To use the spa in the daytime you have to buy a pass or a treatment. Having spent £405/night, I resent a policy which squeezes guests for more money like this. I'm a tour operator and have travelled extensively but never stayed somewhere that upsells in this way. It's totally counterproductive as I would have booked treatments and more nights had there been a positive atmosphere. I spoke with management and they informed me they already have a "zero-negotiation policy" on this, so it was quite clear I wasn’t the first guest who finds this corporate attitude distasteful. The number of people who have complained sounds high, though it’s likely many more people dislike the policy but don’t bother to say anything. Despite this, management has come up with no way of appeasing the guests who do complain, giving the sense that they simply don’t care. My feeling is that this hotel is extremely central, fairly smart (if lacking in room décor) and Bath is a popular destination, so the hotel can probably just rely on a constant flow of new tourists. Repeat business is probably a low priority. I emailed twice to ask the rationale behind this policy and twice they skirted the question...perhaps they'll tell us on here, for the benefit of all, instead of posting their usual cut-and-paste response asking unhappy reviewers to contact them directly...

1) Very responsive to enquiries, including sending reminders and other tips to pre-book activities. 2) Friendly staff: Receptionists always greeted with a genuine smile, Concierge took our luggage from us on the roadside marked it and ensured it was taken to our room while we were out exploring and always checking if we needed any assistance, Spa staff were very friendly, professional and helpful, Housekeeping staff were always friendly and polite. THANK YOU EVERYONE!! 3) The Spa: I can only say that if you don’t make use of the generous access provided for guests, that you will miss out on an unforgettable experience! It was rejuvenating. 4) The room: we booked a courtyard double and it was perfect - upon arrival we were greeted by Classic FM, the courtyard was quiet and we could always open it for fresh air, the fridge was stocked with drinks and Elemis products allowed for a refreshing shower. 5) Location: Perfect! 5 minutes from the railway, one block from the Roman Baths - don’t drive here, take a train!!

Time went by too fast. I’ll return annually from now on and more often if I could afford to xx

Staff greeting on arrival. Room and quality of products within and bed linen and towels. The Spa for relaxation.

Nothing

the spar and the location and the breakfast

the girl who checked us in at reception was cold and unfriendly.. which is the worst, and it was a special occasion for us. and our room a leak from the ceiling out side our bathroom.. the same girl reception was told but just said “oh.. ok” which for £300 A NIGHT is not ok.

Not too big, beautiful building, professional staff, lovely spa, breakfast delicious, great location.

Expensive, but you get what you paid for.

The location was just right for my purposes. The hospitality from the moment we arrived to the moment we departed was excellent.

N/A

Staff were excellent, location was excellent.

Room was inadequate - nowhere to dry hair in front of a mirror, inadequate space for keeping clothes, poor lights.

Beautiful property, Spa was a delight but definitely want to go outside of peak hours for the best experience.

Spa in the morning was too busy

Great location right in the centre of Bath but very quiet street. Very comfy bed and pillows. Comp mini bar for soft drinks and a Nespresso machine. Everything within walking distance plenty of restaurants to choose from. Very friendly and helpful staff.

There is valet parking but overnight parking is £40 so we used Southgate car park much cheaper and still secure to leave overnight

Our room was top floor and very comfortable. Great shower and bath. Comfortable bed.

Only full sugar options in the free bar, except coke which I don't drink. I asked for any low calorie options but didn't have any.

Perfect location, immaculately presented, clean, fantastic spa and welcoming staff

Nothing

Excellent, attentive staff, good restaurant, very clean, good value for money.

My bed was too soft, but that is about personal preference. No outdoor seating area.

Loved the location. Really enjoyed the l access to the pool area and our room was beautiful.

The bed was a little uncomfy we sort of fell to the middle.

Excellent location for easy walking access for central Bath. The Gainsborough is one of those 'old fashioned' types of hotels that doesn't focus on gimmicks but rather just does everything well, great service, superb staff, spotlessly clean room and tasteful decor. The Spa itself was clean (not always the case in spa hotels!), thoughtfully laid out and easy to access.

Not really a dislike but we couldn't think of anything else to write here so ....... the 'Executive' room we chose was very pleasant with high ceilings, plenty of storage for a stay of several days and even a complimentary mini bar, just don't expect a large room, it was adequate which was fine.

the location cant be better. nice touch of music in the room with quality speakers. warm floor in the bathroom. comfy bed. nice spa and pool area

1) the room was very cold, heating system was not that great. 2) the amount of money they charge for breakfast is ridiculous and totally not worth it. 40 Pounds for English breakfast with small portions. 3) the spa is amazing but guests of the hotel are limited to use it only between 7-9pm or 8-10am.

Lovely hotel with clean room as and amazing spa facilities . The General manager was so kind and heard it was my husbands big birthday and left a bottle of complementary wine . So thoughtful .

All lovely - we may have had the breakfast it it was not so expensive .

The location.

The room, bar, staff, spa restrictions, the list goes on…..

Superb location, understated but impeccable rooms, superb service and an exquisite spa.

THE BEDS! Unbelievably comfortable classy room, professional yet relatable and approachable staff.

Nothing

This is a superb hotel, which we have visited many times before. The location, staff, facilities and rooms are outstanding and we shall return to it many times in the future. If you are looking for the best hotel in Bath, please look no further: the Gainsborough is outstanding in all aspects of its provision. Highly recommended!

If you could arrange for snow next time we are there in winter, that would be great! (lol)

Excellent service! Team members were quite helpful and considerable.

Everything was great

Extremely clean, prime location

Breakfast was so expensive! £40 per head is crazy. Car park is also very expensive at £40 a day. We parked at Charlotte street for £36 in total for just over 2 days. On arriving at the spa with a spa specific bedroom, we were not shown around the spa at all. The following day we had booked a massage and was escorted to the balcony which we knew nothing about because we hadn’t been shown round. Also, the lack of loungers in a spa hotel to actually relax, some of the jets in the pool were also not working.

Loved the hotel, staff amazing and food good

The spa you are only allowed in between 8am - 10am and 7pm - 9pm despite paying £300+ a night. You can though pay £70 EACH for three hours!!!!

The location is great-right next to all major attractions. We were upgraded to the executive room free of charge. The room was very nice and clean. The bathroom was also nice, with the only minus being the basin which was partially blocked and didn't get better after hotel staff had tried to fix it. The spa is very good, but the smell of chlorine was too strong. The breakfast was delicious. And the staff is very polite.

See above.

Fantastic staff, well maintained and beautiful building. Very clean.

Limited access to the hotel pool and spa facilities; only 0800-1000 & 1900-2100 meaning it was overly busy at those times. Ridiculous costs: £18 for a cocktail, £40 for a cooked breakfast, £70 to use the pool for 3 hours.

We loved the spa and the rom was really comfortable, luxurious and clean with gorgeous products. The staff were amazing and the location of the hotel is super.

I felt the breakfast was far too expensive and the hotel bar to be lacking in atmosphere.

We live locally and came here for a night away and to enjoy the spa. The room was great, staff very welcoming and attentive, and the spa lovely. The hotel is in a fantastic location to explore the city plus you get the bonus of enjoying the waters. Highly recommend

We loved our room but I did find a broken false nail on the carpet (not mine!) which was gross. Having said that the bathroom was exceptionally clean so I can only hope this was a faulty vacuum cleaner rather than anything else