The Crown Manor House Hotel — Hotel in New Forest

Edit to include update.

The rooms advertised online are very misleading. Yes those rooms exist but what they do not disclose is that they also have converted the attic space into rooms. Having been placed in one of this misold rooms we felt very hard done by. I have read over previous reviews from the last ten years and these rooms have had multiple complaints from guests but they still rent them out. One guest review clearly states that they have stayed twice at the hotel, both times in a classic double, and the first room they had was lovely and as advertised, their second stay they were given the attic room (it sounded identical to our room, 305) and were shocked they charged the same price for two vastly different rooms. Another reviewer called the hotel greedy for renting out rooms clearly below par. Another stated that when they complained about the room they were informed if they booked directly with the hotel and not via Booking.com they wouldn't have been given an attic room. Another called her attic room a prison cell. One person posted a picture of one of the attic snug room and wow it looked like it should be used for storing a hoover not a place for someone to sleep. I could go on quoting previous reviews on the attic rooms.

For us it was a huge let down. I was probably more emotional about it than others would have been as we don't get an overnight babysitter more than once or twice a year, if we are lucky. Having a night away from our children is such a luxury and rare treat it was horribly disappointing to be stuck in what I can best describe as eaves storage. I am still very upset that our night away was ruined. I was even more upset when I read past reviews that they are fully aware of the issues but don't care.

Even more infuriating was the fact that when I asked if we had been put in the right room I was met by sheepish staff looking embarrassed and told no one at the hotel could handle complaints. Head office were horrible to deal with and completely hopeless. Apparently they have no idea what the hotel looks like. In the end I contacted Booking.com who to their credit were so lovely and helpful and recovered 20% of the cost. Head office really shouldn't leave their frontline staff with no power in these situations. It isn't fair on them or the guest. They have 50 rooms here they should have someone on site with authority. Being met by shrugs is just rude and rubs people up the wrong way. Had they simply apologised and offered us a complimentary drink we would have said thank you and left a different review. I certainly wouldn't have drudged through reams of reviews showing the history of these attic rooms.

I would say you could call the hotel and ask not to be put in the problem rooms but to be honest after calling Head Office I wouldn't be confident it would reach the...

This hotel is in a great location. However, its a pain to get out of when driving, especially when the road is clogged with traffic, and you want to join the right hand lane. The car park is quite large, but you have to navigate steps to get to the entrance. When checking in the staff were polite and friendly. The lift was interesting, two people and a suitcase, is its limit. We stayed in room 302 if you suffer from claustrophobia I'd give this room a miss. Very low ceilings mean ducking to get to and from the bed, and the desk where tea and coffee facilities were. A tiny window with no view, unless you crane your neck and look up, you might catch a glimpse of the spire of the church across the road. Otherwise, its red roof tiles. There was only one bedside lamp. If your partner falls asleep you have to navigate the ceiling to turn the light off, then crack your head on the way back to bed in the dark! The tiny bathroom, was just that. A cupboard with a toilet, wash hand basin and shower. The shower was surprisingly good, decent water flow and hot water. Our room was reasonably clean, although there were rogue curly dark hairs on the bathroom floor. The room did have air conditioning, but it was annoying listening to the dull drone. Sadly the postage stamp sized window didn't open wide enough to really let in any fresh air. The mattress was odd, my partner almost fell out of bed turning over. On the plus side, there were nice plump feather pillows. We didn't partake in dinner at the hotel, just breakfast. I didn't find the staff overly helpful when I said Ì was gluten-free. I had mentioned this when I booked. I'm not sure why they bother asking about allergies if they don't pass the information onto breakfast staff. I was given a list of items that were gluten-free on the breakfast servery. I was also advised that they offered gluten-free cereal but wasn't then given any. I was given toast, but didn't use any of the preserves, due to cross contamination. The cooked breakfast wasn't overly warm, the scrambled egg was nice, as were the mushrooms, the bacon was dry. When checking out we mentioned how dissapointed we were with the room. I was asked if I’d booked directly, then told if I had they wouldn't have put us in that room. Not sure why that wouldn't have happened? I've read other reviews of the hotel and I'm sure some of those have been made about this particular room. Would we visit again? Not sure I would, unless I was 100% sure I wasn't booking into room 302. I'd also like more choice for...

Terrible experience for me and my family: I stayed here for a weekend with my husband and two young daughters in the summer of 2017 and was appalled by the way this Hotel treats customers from start to finish. During the hot summer months of August, the towel rail in our en-suite bathroom was set to an unbearably high temperature so that when I accidentally brushed the rail – for a very short period of time and without applying much pressure – I was severely burnt and ended up suffered from scarring which covers my forearm . I still bear these scars now, several months on.

There were no warning signs about the temperature of the towel rail and it was clearly unsuitable for guests and presented a hazard.

When I reported the incident to the receptionist at the time, I assumed (wrongly) that some action would be taken. Instead:

No investigation took place, and no one came to visit the room for the rest of our stay to check on the heater, or the damage to my arm; and Despite filling in an incident form, no one has contacted me since to discuss the incident and no apology has been forthcoming.

I suffered burns over 2% of my total body surface area and had to visit A & E the next day for several hours to have the wound treated. The scarring still affects my fashion choices today, as I would rather not wear short sleeves and expose the scarring to other people for fear of questioning. I suspect this will be the case for many years to come. What is so offensive about the whole incident is that the Hotel has not even had the decency to acknowledge my situation or apologise.

If you care about the safety of you and your children, customer service and/or respect, do...