Cbh Frensham Pond Hotel

We were visiting locally as my son is a chef and was working in the area. This was a really lovely location and a beautiful hotel, staff were very helpful and check-in was easy. We would recommend.

I really tried to like this hotel but unfortunately there were too many issues. And these issues weren’t only restricted to ourselves, we heard different guests complaining also. My friend and I stayed for a two day break. Positives: decent sized comfortable room Professional friendly front desk staff Small but suitable gym Hotel is adjacent to the pond Negatives: cleanliness!!! So much dust and stains, there was even a used contact lense and hair on the night stand. Food: definitely the worst part of the experience. There was something wrong every time we dined there! Hair in the food at breakfast. Plastic in the food at lunch. Cold/ bad tasting food. We tried to make a formal complaint at check out but there was someone there complaining about the spa being cold and so we simply gave up. Safe to say, we won’t be going again.

Me and my family stayed at the hotel over the weekend. We would like to say that we felt very unwelcome when at the check in the receptionist female said that she thought that we are a scam and she thought that we will never come. She phoned us the days before to ask us if we are part of the wedding group which I don’t know and she was strangely wondering why we have booked this room over the weekend. When checking in she said that the payment didn’t go through when we booked the room a while ago but forgot to mention this on the phone call. When we arrived she didn’t wanted to give us the room without paying upfront and we struggled with the kids in the reception to clarify the situation. A receptionist doesn’t simply sit at the reception desk and smile, greeting people. A receptionist is someone who thinks on their feet, solve problems on the go, resolves issues quickly, looks after people, helps those who need it, and above all else, they’re the first face of the business. First impressions are formed in the reception area and if this is a bad impression, that person simply isn’t going to return. I stayed to this hotel for pleasure for my partner birthday which was this Saturday. We really wanted to enjoy the weekend on the best room possible. When we have arrived in the room we liked it very much and we were very happy however the glasses were not clean and they were sticky. We have received a cot which was very nice and helpful. Room was noisy in the way that the neighbours from the hallway were banging the doors and wake us up few times. The cleaning staff didn’t attend in the morning so in the early afternoon we informed them that we don’t want the room to be cleaned as the children needs to nap. The bed was very comfortable and was a really good size. At the restaurant staff was amazing and I could not be more impressed about the extra mile they did to make sure that we have a cake for my partner’s birthday, thank you xx At the spa the receptionist was so nice and friendly made our day really special. When we asked the female receptionist from the hotel about the spa she gave us wrong informations and she didn’t knew the answer to our questions. We also had afternoon tea outside at the terrace however when we asked for an ashtray we have received a fully dirty one, not really a four str service. We also provided this feedback on the hotel’s customer support feedback but no one replied to us. We did encounter few issues within our stay and hopefully it will be better next time.

I was advised to drop you an email by the member of staff on reception - this was due to the disgusting smell in room 9 but I also want to point out a number of unsatisfactory points in our stay & members of staff. I have had No reply from the front of house manager. I booked and paid for x2 rooms in advance last year. This was booked in my name I received a phone call from a member of the team on evening of the 3rd August (again in my name) - advising looking forward to use staying & if there was anything they could do to make our stay special. We didnt need anything, he also checked of I needed a reservation for evening meal - & checked that I had booked for 6 people at 7.30 on the 4th. Evening confirming back the dietary requirements. When we arrived on the 4th after a 5.5hour journey - the receptionist informed me no rooms in my name??? So why did I get a phone call the day prior. I checked if it was in the name of the 2nd person for the 2nd room (it was)?? Next came I needed to pay £449...as stated I had paid a year ago. Thankfully I had the receipt confirming. Also why is it £100 difference to what I paid? We were giving our room keys & off we went...Room number 9, the smell as soon as you open the door - mould, feaces & hairspray. Awful marks all over the back wall by the bed (photos) we opened the window to try get the smell out but the bedding also smelled awful. I have been to many hotels around the world - never have I had to ask to be moved. We couldnt stand it in there anylonger. The same receptionist offered to move, but informed me to contact you. Thankfully the room was alot better. When going back to get my bags - the smell hits you in the face. The other room that my 2nd guest stayed in - that also smelt of mould, stains all over the cushions, trip hazard mat by the door - all frayed. Again see photos. When we went to dinner - another couple also faced the same...oh you havent paid, again they had to confirm receipt...is this a con to get more money on tired travellers. Next was the evening meal - the food was ok But the glasses were disgusting - dirty - see photos Oh & a rat appeared. Now the staff in the restaurant - We cant fault them - lovely, very attentive - they were their the next morning aswell. The 2nd day - our card for the door was declined - at midnight this is not something we want to or expect to have to wander back to reception. No the cards were not next to a mobile phone as it was in my partners wallet & the 2nd guest dont have an iphone/android. A friend of ours were staying & they had to change rooms at 3am due to a scratching sound in the air con (it wasnt switched on)...another rat? Next issue was checking out. My 2nd guest was asking if they could leave the key in the slot on the door rather than walking all the way back over to reception. This was ok but she was rudely informed they needed to pay?? I followed shortly after to check out & was informed of the same, again same can I s

Went to Frensham Pond Country House Hotel for an afternoon tea. We have been to many establishments around the country for cream teas and can honestly say that this was one of the very best we have had. We had two vegetarians with us, one of which required a gluten free tea, and this was no problem at all. There were plenty of sandwiches which were fresh and varied, and the vegetarian ones were absolutely delicious with imaginative fillings. The scones were lovely with plenty of clotted cream and jam. Hardly room left in our stomachs to do the many cakes justice. The choice of tea was great, as was the service we had, even though we were outside next to the pond with two dogs. I would highly recommend this place to others and we will be definitely be returning for another one in the near future.

I booked this hotel around 5 months prior to my best friends wedding. Without any prior warning I was sent an email about 4 weeks before the wedding informing my room had been cancelled with no call or reasoning behind this and I only came across the email because I was informed by a family member of the groom to check my junk email for hotel cancellation otherwise I would of more than likely turned up expecting to stay there, bearing in mind this hotel is not cheap either. I then proceeded to phone Frensham spa hotel to ask as to why my room was cancelled and I was initially met with what can only be described as the rudest customer service I have ever experienced so much so that they hung up the phone call and I had to call back for a manager to answer to apologise on behalf of their colleagues behaviour. They then explained there was a glitch in the system and that was why the room had been cancelled which was also found to be in correct and was actually because they decided to book all the rooms out for a conference instead. Experience from start to finish with this hotel was terrible and I certainly will not be recommending anyone to stay here. However on the plus side we stayed in a lovely pub/hotel called the bel and dragon in churt which had lovely bespoke rooms, friendly staff and a great breakfast!!

We arranged and booked 8 rooms in April 2024, well in advance of our Sons wedding in September. Without notice in July, the Frensham Pond started cancelling our rooms without any notice or honest explanation. Initially they said it was a system glitch but we consequently found out they had cleared the bookings to accommodate a film shoot. So disappointed that our Wedding plans were inconvenienced and that the hotel didn’t even offer an apology or even contact us to advise us of the cancellation.

We booked this hotel Spa because we thought (as you do) that the spa is open all days of the week.. since its advertised as a spa. We were staying overnight for a wedding. Unfortunately the hotel informed us that the Spa is closed Monday and Tuesday when I enquired. Makes it just an average hotel, and I would have stayed with my family who were staying at another cheaper hotel.

Booked due to attending a friends wedding nearby, my friend paid for early check in due us needing to all get ready for the wedding, the room when we went in smelt musty like it hadn’t been used in a while which is what we put it down to. We got back to the hotel around 12.30am and I was able to collect the key to my booked twin room I was sharing with my friend. We went back to the 1st room to collect our belongings and as we walked in the smell of damp dirty water hit us so much so it made me gag. My friend refused to stay there and even the bedding smelt and felt damp. Our belongings that we left in the room also had the smell in them. We went to reception to complain. She was not offered alternative accommodation so she had to stay with in my twin room (3 of us all squashed in twins pushed together) this room Also smelt of drains (it wasn’t a great day weather wise but you still don’t expect the drains to make a whole room stink the way it did) We were told the next day someone from management would contact us. ( no one has) I received an email from customer services asking to rate my stay so I emailed them the issues (no reply) I also emailed the email address on the website (no reply). For a 4* hotel the level of service is shocking. To not even respond to emails or acknowledge the issue is poor! We paid £140 for 1 night in a room that stunk and also had to accommodate another person, they knew our friend had to stay in with us and we weren’t offered extra pillows or bedding. Other friends also paid £170 and was then told that they had to pay an additional £30 to use the spa and wanted £20pp for a breakfast I genuinely have no idea how they justify their prices. Avoid! There’s a premier inn not too far away!