Europe > United Kingdom > England > South East > West Sussex > East Grinstead > Alexander House Hotel & Utopia Spa at Alexander House Hotel
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Alexander House and Utopia Spa is set in 120 acres of private gardens and parkland. You arrive at Utopia Spa through a Gothic corridor with marble, granite and the sound of trickling water. The atmosphere is relaxed and spacious but welcoming and friendly. There are areas to be active and areas to be quiet and enjoy the tranquility.
The...
Alexander House and Utopia Spa is set in 120 acres of private gardens and parkland. You arrive at Utopia Spa through a Gothic corridor with marble, granite and the sound of trickling water. The atmosphere is relaxed and spacious but welcoming and friendly. There are areas to be active and areas to be quiet and enjoy the tranquility.
The subterranean setting of the pools with their stone columns and domed ceilings are truly what a spa is all about - water and relaxation. Water treatments abound in the three pools with their unique features all waiting to be discovered or pamper yourself and relax in our changing suites, each with its own steam room, sauna and monsoon showers.
Treatments are extensive and many unique to Utopia. Two persons treatment suites are available as well as a dedicated pedicure, manicure and hairdressing studio.
Relaxation is at the heart of your spa experience, our relaxation room open onto the veranda and grand ballustrated staircase down to the tranquil Spa Garden. Here our hot spa pool bubbles away and loungers invite you to linger - this is true relaxation.
Unique Spa Bedrooms and Suites are situated above Utopia with direct access for guests on one of our Spa Escapes. Our exciting brasserie "Reflections" served delicious food, overlooking "Flames Courtyard", our open air terrace with its log fire pit - another great place to relax.
Browsing the rates on Friday we came across what seemed to be an offer too good to be true, the "Summer Affair ** Special Promotion ** Dinner, Bed & Breakfast" had it all. The basic 'Classic Double' room returned an excellent price, £170 for the one night, wow. We needed to make some other arrangements beforehand, then went to book it the next week.
When trying to book we encountered the first hurdle - the website wanted a £100 per person deposit. Hang on, a deposit more than the night itself, upfront, surely not? We called them, to be told (in the first instance at least) that the additional £30 would simply 'go towards dinner' - okay, no drama, we planned to eat there anyway so went away to book online and pay the £200.
Second hurdle, after not being able to proceed with the booking online (the website wasn't on the same page as the person on the phone and wouldn't take more than the room upfront). We called again to just book over the phone, to be then told that their had been a technical error overnight and the rate was a mistake. Wait, overnight? We found the hotel and rate on Friday, it's now Wednesday the following week. First rule guys, if you don't know - say you don't know. Oh, and the real rate was only £190 more than the one we saw! Unsurprisingly we didn't snap her hand off for the 'new' rate.
After being told they simply wouldn't honour the advertised price we asked for the manager, who unfortunately was in an urgent meeting - so we waited for a call back. The rate was removed from their website within the hour.
The phone call with the manager, after being told all that you've just read, was an offer of 20% discount on the new rate (more than double what was advertised). Not good enough, a poor show all round. With the disarray we encountered I dread to think what the 'luxury' experience would have amounted to had we'd parted with the £360. If you advertise a price, mistake or human error, bite the bullet and honour it - they do in retail and should've in this instance, a real shame all round. Needless to say, we didn't and won't be staying at Alexander House anytime soon.
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