One Warwick Park Hotel — Hotel in Tunbridge Wells

To us, our wedding day is going to be the most important day of our lives. We booked One Warwick Park Hotel under the impression that we would have one dedicated wedding coordinator that would assist us on answering our questions and to help ensure that we would have the most perfect day.

This is far from what we have received. We have received poor service from the moment we paid our deposit. No one can give you a straight answer to simple questions, on multiple occasions we received replies from two different members of staff stating different outcomes to the same question. We had to continuously chase for a reply to nearly every email.

We went from having doubts with whether we chose the right venue to being disappointed and upset after COVID-19 hit. Upon the initial lockdown of the UK, we emailed in regards to our wedding this September. We wanted to ensure we forward planned and asked if it was at all possible to hold a date for 2021. We were realistic in thinking that with postponements in March, April, May and June dates next year would get filled up very quickly and expressed we would ideally not want to wait until 2022. Their response was that we should not worry as there was ‘good availability on all key dates in 2021’.

We were understanding of the venue that they would not be able to guarantee out numbers etc as this was down the government guidelines. We were however concerned that our some of our family members and friends would be unable to attend due to being classed as vulnerable and also potential restrictions on the amount of people allowed within the venue. We took these concerns to the team at One Warwick Park who gave us three options: To cancel the wedding completely and we would lose our deposit, to rebook for next year however we would be required to pay an additional £1500 or to stay with our original date and hope for the best. At this point cancelling has not even crossed our mind and we were slightly shocked that this was their first option.

We requested the availability for the rest of 2020 and 2021 so that we could make an informed decision on whether to move to the wedding back. We were provided with three dates between December 2020 and September 2021. To me this is not good availability and if we had not requested the dates so promtly there may have been none available.

We made the decision to change the date to May 2021 and agreed the £1500 cost increase. We were then told that we had to still pay the full balance (nearly £12000 including the additional £1500) as per our original contract date. This would mean we would have paid the full balance 8 months before the new wedding date.

We felt that One Warwick Park had picked the parts of the contract that benefitted them and ignored that parts that would have benefitted us.

We expressed our disappointment but this didn’t change things. Our suppliers were wonderful about re-arranging reassuring us that we were all in this together and that they would support us the whole way. We received the complete opposite from One Warwick Park, just money grabbing emails.

My future husband is a key worker and working from home myself we understand the pressure that people are under with things happening out of our control and would have appreciated some sort of help to re-arrange our wedding at a venue we once loved.

We have made the decision to cancel our wedding at One Warwick Park Hotel and emailed to notify them of this. My fiancé is still awaiting acknowledgment of this email. I emailed to ensure our registrar was notified and had the quickest response time yet to let us know they’d notify them.

Overall, we are disheartened with the poor service that we received since making our initial payment. Ourselves and our families are extremely disappointed with how stressful and upsetting they have made this whole experience, therefore I wouldn't recommend this...

We stayed at One Warwick Park Hotel over the weekend for a short anniversary getaway. Check-in was easy and the room looked great on arrival. There was even a small anniversary cake waiting for us which was a lovely gesture and appreciated.

Unfortunately, that’s where the positives ended.

The room we had booked online appeared to include a bath, which was one of the reasons we chose it. Our room didn’t have one. I understand not all rooms are identical, so we let this slide and carried on with our plans. After a long, hot day at Brands Hatch watching the MotoGP, all we really wanted was to get back, have a quick dinner, relax and watch a film.

When we returned after eating out, we tried to watch TV and discovered it had no working channels. We attempted to auto-tune it, checked the connections, restarted everything and tried again. Nothing worked. In the end, we had to call reception. They were helpful in bringing up an HDMI cable so we could connect a laptop, but still not ideal. For a hotel that markets itself on comfort and luxury, not having a working TV in the room is pretty disappointing.

Then came the shower. The rainfall head was clearly in a bad state; jets were misaligned or not working at all. The provided shower gel had already been opened, which didn’t feel very hygienic. While showering, I noticed the water was draining extremely slowly and what seemed like a small puddle began forming outside the shower door. We had to stop and start the shower several times to stop it from flooding completely. Afterward, we realised the small puddle was actually a rather large one and most of the bathroom floor was wet, we ended up using all the towels to mop it up.

When my partner investigated, he lifted the drain cover and found it completely blocked with hair and grime. We took pictures. It was clear the drain hadn’t been cleaned in quite some time.

At checkout, I explained the issues to the receptionist and showed her the photos. She took a quick look and even took her own picture of the drain blockage, but offered nothing in return. Not even a proper apology. No gesture of goodwill, no concern, no sense that she took the matter seriously. Just a quick “I’m sorry” and that was it. It was a disappointing and impersonal response, especially considering the state of the bathroom and the fact that the shower was practically unusable.

We weren’t expecting luxury beyond reason, we stay in hotels of all varieties in many parts of the world, but we were expecting a clean, properly maintained space and a little bit of customer care if things went wrong. Sadly, we didn’t receive either. We don’t plan on returning, but I do hope this feedback is taken seriously and prompts some improvement, particularly in how issues are handled and resolved. Overall a disappointing stay on our anniversary weekend escape from our...

We stayed at One Warwick Park Hotel over the weekend for a short anniversary getaway. Check-in was easy and the room looked great on arrival. There was even a small anniversary cake waiting for us which was a lovely gesture and appreciated.||Unfortunately, that’s where the positives ended.||The room we had booked online appeared to include a bath, which was one of the reasons we chose it. Our room didn’t have one. I understand not all rooms are identical, so we let this slide and carried on with our plans. After a long, hot day at Brands Hatch watching the MotoGP, all we really wanted was to get back, have a quick dinner, relax and watch a film.||When we returned after eating out, we tried to watch TV and discovered it had no working channels. We attempted to auto-tune it, checked the connections, restarted everything and tried again. Nothing worked. In the end, we had to call reception. They were helpful in bringing up an HDMI cable so we could connect a laptop, but still not ideal. For a hotel that markets itself on comfort and luxury, not having a working TV in the room is pretty disappointing.||Then came the shower. The rainfall head was clearly in a bad state; jets were misaligned or not working at all. The provided shower gel had already been opened, which didn’t feel very hygienic. While showering, I noticed the water was draining extremely slowly and what seemed like a small puddle began forming outside the shower door. We had to stop and start the shower several times to stop it from flooding completely. Afterward, we realised the small puddle was actually a rather large one and most of the bathroom floor was wet, we ended up using all the towels to mop it up.||When my partner investigated, he lifted the drain cover and found it completely blocked with hair and grime. We took pictures. It was clear the drain hadn’t been cleaned in quite some time.||At checkout, I explained the issues to the receptionist and showed her the photos. She took a quick look and even took her own picture of the drain blockage, but offered nothing in return. Not even a proper apology. No gesture of goodwill, no concern, no sense that she took the matter seriously. Just a quick “I’m sorry” and that was it. It was a disappointing and impersonal response, especially considering the state of the bathroom and the fact that the shower was practically unusable.||We weren’t expecting luxury beyond reason, we stay in hotels of all varieties in many parts of the world, but we were expecting a clean, properly maintained space and a little bit of customer care if things went wrong. Sadly, we didn’t receive either. We don’t plan on returning, but I do hope this feedback is taken seriously and prompts some improvement, particularly in how issues are handled and resolved. Overall a disappointing stay on our anniversary weekend escape from our...