Champneys Henlow

I booked and paid for a superior room based on your offer, as I have stayed in this room before. However, I was given a shabby, small room, number 14. It seems rooms 14 and 15 are reserved for guests you no longer wish to see. The explanation from the friendly receptionist was that the hotel was fully booked, which was not true. She tried to make up for the situation with a practical gift from Champneys, but the claustrophobic room and the difficulty of accessing it with a large suitcase after a long journey were unpleasant. The hotel incorrectly judged me based on my attire, even though I intended to use their facial massage services, which were very professional, as were their massages and the products they use. Everything that was old seven years ago is now seven years older and even more worn out. Breakfasts are modest but healthy. They could use more fresh herbs, which they once grew in the spa gardens, now overgrown with weeds. Guests leave their plates and glasses on the lawn, and no one picks them up promptly. The spa lacks organization, except on weekends when older women step in to help, solving problems more quickly and efficiently. I am disappointed because it is not fair to deceive customers regarding room types. While the room lacked nothing and was regularly cleaned, it was next to a smelly toilet, and I was promised a superior room but given a standard one, as indicated on the temporary card received upon arrival. However, I must commend the lady who has diligently worked there for 30 years. It would be nice if she were friendly even when not promoting their services. If improvements are not made to the facilities and surroundings, there is no reason for me to return specially after the room switch and no difference in the price.

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Absolutely filthy. Cold tubs instead of hot tubs, broken saunas, dirty cups, dirty floors, broken lockers. (A male worker walked into the ladies changing rooms while I was topless getting changed to help another lady use the locker) completely terrible. We have been to 2 other champneys resorts this is by far the worst, we absolutely will not be returning.

Having visited in March as a day guest, I returned this week as an overnight guest and the experience was completely different and absolutely dire. Check in was rushed and the briefest of tours given. They seemed short staffed. New booking system for treatments mean you have to trek back to main Reception to book, yet they are dealing with check ins!! So a long queue. My massage was rushed and not what I'd expected from a spa! Lunch..........what a shocker. Dead fly on the dessert area! All self service and I didn't see the utensils changed. Dinner....service dire! Firstly perhaps you'd like to clear up the crap and rubbish behind your till which your diners see! Dirty tissues, old glasses, chapstick! Grim. Food, inedible. Bedroom, absolutely appalling. We paid for an upgrade but I'd rather have slept in my car. Dirty bedding, dust everywhere (along with cobwebs and dead moths), tatty furniture. We were given a different room, which to be honest had it's faults too. Tatty decor, tatty bathroom, empty tissue box. This is not what I expected for Champneys. Clearly there are issues and to be quite frank find a hotel with a good spa and spend your money there. I'm afraid Champneys, you have lost your way. We came to spend time with you to relax but instead left stressed and disappointed, oh and without an itemised bill as apparently "we have to check our back account to see the extra transactions"

Extremely disappointed by the staff and service in area where buffet is offered. Rude and abrupt as if we are causing hassle. Younger staff were worse and don’t seem to know what they are doing. Drinks come from pre made. They do not check again to see if everything is ok. Not worth the money.

Big THANK YOU to Tegan who yet again made it a smooth and effortlessly booking transaction of arranging dates for the second time. The staff at Champneys, Henlow are all friendly and helpful. Food, amenities and treatments cannot be faulted. Big THANK YOU to Kim for my radiant massage and Tatiana for my pedicure you done an awesome job on my nails!

I have been to Henlow many times over the last 20 years. And I have to say I will never go back again! Rooms are very tired, vanity mirror has been taken out and not been replaced, wardrobe drawer handle, just not there. Curtains mouldy and bathroom grubby. Breakfast was dreadful (see photos). Paid £49 for a bottle of wine, of which was horrible and only 10.5%. I did talk to the manager about this as we asked for 2 different bottles of which they had ran out off! Some areas have been refurbished and looked better but other areas need a lot more attention, ie carpets and paintwork. Swimming pool area very over crowded. This is not a luxury spa as advertised.

Great stay and location. service in restaurant was excellent as was the food…. Served by Ellie who was totally fab and made the whole experience along with great food. ………… The hotel was also great. Was a little surprised it was so difficult to tip the staff which needs to be considered.

Professional & friendly service in the restaurant by Ellie & Kira. They made our dining experience more pleasurable and the food was lovely. We feel the hotel is let down by the bedrooms and bathrooms which are both cold, dated basic. We booked a superior room but were disappointed.