Mansion House Room

Had an amazing stay at Luton Hoo Mansion House.

A luxurious hotel with superb grounds and excellent customer service.

Wonderful midweek break

We thoroughly enjoyed our 2 day break celebrating our wedding anniversary. Just a couple of little gripes - the turndown service arrived too early, 6pm and 6.15pm and on the second evening was reluctant to return at a later time, even though I was just about to get in a bath. Secondly, very mean with toiletries, not replenished on the second evening which is a great pity bearing in mind the room rate. On being shown our room we were advised that we had a complimentary minibar, which was a lovely surprise until we realised that it only contained 2 bottles of water!
Apart from that, the staff were excellent and we really enjoyed our stay.

Really enjoyed my birthday here, excellent service.

Rooms could do with AC but I understand it is an old mansion. Also would be great if they updated their TVs as there are barely any channels on. Apart from that everything was great. Very tranquil. Would definitely recommend.

Romantic break

Staff very polite and welcoming. Best Yorkshire pudding bar my grandma's. Blueberry cheesecake to die for. Starters not as good. Beautiful pool and jacuzzi, lovely country house grounds. Executive room delightful, own patio and furniture. Nespresso machine, kettle to make a hot drink. The Times newspaper was free. Lovely luxury escape, lots of reasonably priced jewellery in the cabinets.

Real luxury

A lovely hotel, but we were let down by house-keeping. Twice, once before we got there, and again when we were there, we asked for a sheet and blankets instead of the duvet, but it never happened. So we did not have a good nights sleep because we were too hot under the duvet.

Lovely location and accommodation, appalling restaurant.

Good afternoon Mr Long,

I am writing to give you my feedback reference my stay recently.
To put in context I paid 650 for a 2 night stay with my girlfriend last weekend, as i'm sure you'll agree that is a lot of money and as such the expectation in a five star hotel would be an exceptional level of service in every department.
In the spirit of objectivity I can only commend the quality of service that we experienced from the minute we arrived the attention to detail of the staff, the taxis to our accommodation and the quality of the room was exactly what i expected and what id paid for.
However there is one glaring area that completely destroyed the experience for us and soured the weekend. i can sum this up with the words Adams Brasserie!!
Now I am well aware that you were swamped with complaints over this weekend as we only had to look around us at the general dissatisfaction being displayed by our fellow diners and the harrassed looks on the face of the restaurant staff as they were forced to constantly apologize and trot out glib excuses for the appalling level of both service and food on display.
On our first night we were essentially ignored while at the table for long periods, the food was of what can only be described average pub grub at best, due to the lateness of receiving our meals and our general satisfaction with the experience at that point it was not a good time to complain. However these issues pale into insignificance when compared to Sunday night an absolute shambles!!
Our starters came out incorrect but were excellent so we ate them, however our main courses took over an hour and a half to arrive, we asked on numerous occasions to be told yours is next, this was clearly not the case as numerous other tables were served in this period. When i became more insistent I was informed sorry we are busy!. Now how laughable is that a restaurant complaining its too busy as if its my fault. We both ordered different meals that read very well on the menu however when they arrived I was informed that my yorkshire pudding was on its way, great but that wasnt even mentioned on the menu!!
We both essentially had the identical meal one with beef, one with lamb this was at best the standard of a home cooked sunday lunch and nothing like what we ordered. due to the extreme wait and poor meal my girlfriend left hers. When i pointed this out i was apologised to and told I could have a free drink!
The next morning when we went for breakfast we were surprised to find this was at the main house as we had not been informed of this, a however this in itself was a very revealing moment, can I see what a credit the Wernher staff and dining area are to your hotel, this was a thoroughly wonderful experience and to be honest what I expected when i made the booking.
I have no idea what the issues are with the Brasserie but can only say that my whole experience of that place was unacceptable and not what myself or any other customer would expect when paying so much money for an alledged 5 star experience.
I am looking forward to your comments and feedback as to the above.

Best regards, Anthony.
Anthony Morris.