voco Lythe Hill Hotel & Spa, an IHG Hotel

Beautiful hotel and services

This place is absolutely awful and has no idea whatsoever when it comes to customer service. I joined their gym during a promotional period meaning I was tied in for 3 years which I saw no problem with considering I had heard good things and was regularly going to the gym and swimming. Since the management changed (the new manager has since left) the spa has gone down hill massively. I did expect, at the very least, that be spa would be clean and functional. On numerous occasions the gym, pool, sauna, steam room and jacuzzi have all been closed, some for quite a length of time. The pool is dirty, rubbish can be on the floor for, what I have seen, up to three weeks, the drains smell of dirty water, the water is regularly cloudy and not warm and there are always ants around the pool, not to mention the emails which feel like almost daily stating that something isn’t working. I feel as though my £60 a month was a complete waste of money on this place considering I didn’t even want to visit due to the cleanliness, of lack of… and constant maintenance issues. I regularly hear of other customers having very similar issues and being unhappy with the services but nothing ever seems to change. I contacted the spa requesting to cancel my membership and have since chased this up and never received a response… Seriously, sort it out.

Myself and my Wife recently had our wedding day at Lythe Hill. Right from the start the day ran smoothly and thanks to Helen (wedding Organiser)the day was perfect. Helen and her staff were just amazing and so helpful, nothing was to much trouble It was a delight to entrust Lythe Hill with our wedding day. Our guests all had a lovely day Thank you Nick And Alex Chapman-Smith.

This is an attractive hotel set in the English countryside. However, there are a couple of issues that need immediate attention. Firstly, it is impossible to contact anyone at reception on the phone. I made our booking online and then had a couple of questions regarding local taxis and parking. I tried call the reception over a number of days at different times but nobody ever answered the phone. More frustratingly, after we'd checked out I found that we had been double charged for our room. I rang the central reservations line and was told that the hotel reception handled all refunds and I would therefore have to speak to them. After a number of failed attempts I found that the only way I could do this was to call the restaurant and then ask them to walk over to the reception and inform the staff there that I was on the line. A really bizarre situation for a supposedly upmarket, expensive hotel. The second issue was the breakfast which was very disappointing. Only one choice of juice (orange), a limited choice of poor quality pastries, only one type of fruit (melon), cold tea, weak coffee and an uninspiring limited hot buffet. For a hotel that is charging more than £200 per night this is unacceptable and needs a complete overhaul and uplift. On the positive side, our room was comfortable and the staff were friendly when it was possible to speak to them.

Upon check in, I requested a room in the ground floor because my companion is not able to go up the stairs and reception managed to move our room from 2nd floor to the ground floor. Thank you! The room was spacious, very clean and very modernly designed. Breakfast is a buffet with lots of choices and everything delicious. Restaurant dining experience was also great with a bar just next door. Haven’t checked the pool and spa which I missed. Staff are accommodating, friendly and hardworking. Very convenient with the wedding venue and reception only a minute away which was decorated amazingly beautiful. Overall, it’s a lovely place to stay and I highly recommend it.

We visited as a group of 3 ladies. What an amazing couple of days. We bought the spa package. Our facial and massage was one of the best we have ever had. Thank you so much to our therapist. The food was brilliant - crab and lamb included in our package. Our room was huge (for 3 of us). It all worked brilliantly for us. We can’t fault the staff. Mitch was so friendly and knowledgeable about the building. Our bar man went out of his way to help us. We will absolutely be back. Thank you.

Awful manager out of 49 people 10 of us came down with serious food poisoning brought it to his attention and to be honest he couldn’t really give a …. even after most of us voices our concerns about his establishment. He even had the audacity to tell me off for being quite vocal in my email to him the man’s an incompetent fool

Lovely stay in a relaxed and chilled hotel. All the staff were very friendly and made us feel welcome, especially Mitch in the restaurant and Wendy from housekeeping, who gave us some great recommendations for places to visit in the local area, which we did. We enjoyed the pool facilities, grounds and loved the history of the buildings. The food in the restaurant was good, but would have liked more non meat options.

Although the premium room was nice the walls were so thin we could hear the people in the next room as if they were in our room with us. The 'spa' looked tired and old was full of raucus children just as you would expect at holiday camp and also people who were not staying at the hotel. No treatments were available and we were told they were all booked up until end of april. Parking was awful and we were expexted to park in a remote overflow car park full of shipping comtainers. We left without staying as they couldnt offer us an alternative room and were also told we would have to wait for the refund to be authorised by a supervisor. Extremely unhappy with service and ameneties as we travelled a significant distance to get there.