The Prestbury House Hotel & Oaks Restaurant

I am extremely sorry about this. I notice that although your review was registered in January 2007 the actual incident you are reporting was in December 2005. I joined the hotel in 2006 as head of a brand new team working for the new owner. I do know the past owner closed the hotel restaurant in late November 2005 having gone into business with the Restaurant directly opposite the hotel . I have looked back at the bookings for 2005 and can see that bookings for dinner parties ,banqueting and functions stopped being taken around early October 2005 which was when the last owner had announced the forthcoming restaurant closure .I am uncertain of how much more Information I can give. I can only apologise for your experience a year ago and hope that under my leadership this would never happen.

This review is both unfounded and untrue. Firstly one of the party in this bedroom was " ill " during the night through the effects of alcohol. We had an incident earlier in the evening with the same person .I received a telephone call at 3am on the emergency line from the room in question only to receive a demand that the gentleman wished to be moved to another room because his "friend " had been " ill " in the bathroom. I refused on the grounds that we were full. A 9am opening of reception is untrue. Our reception opens at 7am.There are facilities for earlier checkouts if arrangements are made the night before. We have a number of notices ranging from no smoking, to restriction on where to park to obligatory Health and Safety notices. Because of the way the bathroom was left after this customers stay I wrote to him terminating the return booking later this year. I think it fair to assume that the receipt of my letter stating this and the cleaning bill for the bathroom may have provoked this negative and unfounded review.

Amazing isn't it , you try to do someone a favour and they write a review like this ! The client is correct in what they say ! But the client knew before hand ! That weekend there was not a room to be had for miles out side of Cardiff Stadium. We were full but this couple were desperate for accommodation. I had one room which that week I had taken out of use because of a bath that leaked and a faulty toilet flush. I explained that the room was not supposed to be in service because I was still awaitng for the carpet to be cleaned - It smelt of damp from the bath leak - and the toilet to be mended. Eventually I gave in and sold the room for basically less than quarter price to cover linen and Breakfast.Now with hindsight at having read the review I should have just said we were full .

I actually spoke to these guests both at check in and at check out and coverd the points they now have mentioned in their Trip Advisor review. Firstly in our check in paperwork, our room information folders and a notice in all bathrooms advises guests that because of the water problems in the UK , water pressure at certain times of the day can be low. Showers are the worst affected and I did advise these guests that the shower needed to be turned on full. Something they were reluctant to do for whatever reason ! . These guests also had problems with the common European Eco flush system on hotel toilets which greatly differ in their operation to US systems. Again I assisted in showing them how it worked. With regards to the gym in my defence it is only 2 years old and in my opinion for a 14 bedroom Country House hotel it is very good. Talking to this couple they were expecting something the size of LA Fitness and kept quoting the size of fitness centres in hotels "back home " in the US. With regards to location, the AA have us as 1.5 miles to Cheltenham Town Centre. I appreciate that British Towns built more than 250 years ago are difficult to navigate for overseas travellers especially for the first time .Cheltenham has a large one way system but as with every cheltenham hotelier we do our very best to assist with maps and as many direction signs as the council will allow. Please tourists don't be put off coming to Cheltenham - it is typical of most UK towns and Cities of this age for road configurations that can be confusing.Prestbury House is literally a 5 minute journey in almost a straight line to the town centre so these guests must have got really lost for it to have taken 15 minutes ( the town is just not that big !! ). Finally " luxurious rooms ". This particular couple were on a very limited budget and after strong negotiation with me stayed in our smallest budget Standard room in the Coach House at a very good price ( for them ! ). I did show them a selection of our other bedrooms which they really wanted to stay in but it was beyond what they wanted to pay.Yes these guests did only stay one night but that was because we were full the following night.