Luton Hoo Hotel, Golf and Spa

My recent stay at the Luton Hoo Hotel was nothing short of a monumental disappointment. Upon arrival, the hotel, which might have been the epitome of grandeur a century ago, now presents a stark contrast with its dilapidated and outdated facade. The once majestic hotel now stands as a shadow of its former self, with its charm obscured by neglect. The rooms, far from the main building, felt like they were hastily arranged in a semi-permanent, bleak cell block. The ten-minute walk, or a five-minute drive, to these quarters further accentuated the feeling of being exiled from the supposed luxury. While the room service was passable and the staff exhibited basic courtesy, these were the only silver linings in an otherwise dreary experience. But let's be clear, the niceness of the staff could hardly compensate for the overall state of disrepair. The cost, inexplicably high for such substandard accommodation, only added insult to injury. If you're in search of a comfortable stay or a convenient airport hotel, take my advice and steer clear of this establishment. An additional grievance was the taxi service arranged by the hotel for an airport transfer. Not only did the short trip cost an exorbitant 25, but the taxi itself was in a deplorable condition old, cold, and riddled with mould. The driver's insistence on a cash payment, citing a conveniently non-functional card machine, was the epitome of unprofessionalism and left me feeling utterly scammed. Finally, the administrative inefficiency in providing an invoice for my stay was the last straw. It took an entire month and numerous frustrating attempts to obtain a simple bill. This inefficiency, coupled with the overall experience, leaves a lingering suspicion of something not being quite right with the hotel's management. In summary, my stay at the Luton Hoo Hotel was a series of disappointments and frustrations, compounded by a feeling of being overcharged and underserved.

The rooms, a major letdown, were a far cry from the grandeur one might expect from such a historically rich establishment. Situated in what felt like a desolate annex, a considerable distance from the main building, these quarters seemed more akin to a hastily erected, makeshift structure than part of a luxury hotel. Upon entering the room, the first thing that struck me was the pervasive chill, a testament to the poor insulation and the drafty windows that seemed to mock the very concept of comfort. The decor, desperately clinging to a bygone era, was not just outdated but appeared neglected, with peeling wallpaper and faded, threadbare carpets contributing to the overall sense of decay. Cleanliness, unfortunately, was not a priority in these quarters. The surfaces were dust-laden, and the corners of the room seemed to have been long forgotten by housekeeping. The bathroom, a crucial component of any hotel room, was no exception, with grime in the tiles and a persistent musty odor that suggested a longstanding battle with dampness and mold. In summary, the room was a disheartening blend of neglect, cold discomfort, and a palpable sense of decay. It was a space that not only fell short of basic hospitality standards but also seemed to exist in stark contrast to the grand promises made by the hotel's exterior and its historical legacy.

This was our 4th time at Luton Hoo in the last 2 years. Previously the beauty and charm of the house compensated for its shortcomings as a hotel. Sadly this is no longer the case. Things started to go wrong the morning of my check in day when I received a call from the reservations manager. He did not remember me but we had spoken at length and corresponded the previous year. He called me to inform me that I had been upgraded to a suite in the spa/stables because rooms in the main house were reserved only for people who had booked the NYE party package. This was outrageous. I specifically booked rooms in the main house and I expected the hotel to honour that. Certainly do not call me on the check in day to inform me of a change. Do not further insult me by claiming to have upgraded me when I know the hotel and know the rooms in the outlying buildings to be of Travel Lodge charm at best. It was a cheap trick. Presumably they had over booked the house. When I insisted on having the rooms I booked James corrected it and apologised. My stay was not good. The food and beverage service is so stretched (or just poorly run) at New Year, l that it was impossible to get anything sent up to our rooms in a timely or edible state. Morning coffee an hour late. Breakfast the same and cold. We resorted to buying food from M&S in the end and eating in the room.

I had booked afternoon tea for my wife and I. I stated clearly when booking that I was Coeliac and therefore gluten free and I reiterated this when I checked into the hotel to make sure the chefs were aware of my dietary requirements. Sadly, halfway into the afternoon tea, a member of staff comes out and tells us that the sandwiches plate I had been given was in fact not gluten free and had they had a "mix up" in the kitchen. This was really disappointing as I had made it clear multiple times of my dietary needs. The staff were very apologetic but that ultimately affected the rest of our stay. The head chef informed us that an incident report had been logged and they will investigate why this happened. Later that day I was really struggling, particularly in the evening. We had an awful night and was unable to sleep properly from feeling unwell and needing to run to the bathroom. My wife called up and asked if some water could be sent up as I wasn't feeling too well. We had to call again about an hour later as still nothing had been sent up. The next morning at breakfast, I had asked for some gluten free toast and for some vegetarian sausages. Only after I had eaten had they then informed me that although the sausages were gluten free, they weren't kept separate from other products and therefore have an element of cross contamination. This was really tough to take as the staff were aware I had a gluten allergy and I was assured incident reports and investigations were taking place to ensure this wouldn't happen again, yet it happened the very next day to the same person. I wouldn't expect this in a 4 star hotel and definitely should not be happening in a 5 star hotel. I was lucky that I don't experience a severe allergy to gluten but I worry for other Coeliacs who have a more severe reaction than I do.