East Street, Turners Hill, West Sussex, United Kingdom
"We have stayed at AH before and were thoroughly disappointed with the service and food offering this time. Our room was beautiful and we could not fault it, our welcome from Charles was warm, friendly and efficient but the rest of the team let Charles down. Champagne bar service was rude and brusque. Our waiter for dinner was running around like a headless chicken, not because he was busy but just because he could! We ordered wine with our meal some white and a bottle of red. The red never came despite us reminding him three times and being told it was on its way three times, he even had the audacity to ask if we wanted the red wine once our meal had finished! The meal was probably the worse meal I had since school dinners 40 years ago. Macaroni cheese, like rubber with a couple of cheese slices, totally inedible. I didn’t eat it, the waiter said he would tell the chef that there was a problem with the meal but my husband pointed out, the chef would know as he had created it and he had put a couple of cheese slices on the dish so pointing it out would be a complete waste of time. So the following morning I chose an easy £22.50 avocado on toast with poached egg and vine tomatoes. It came on a tiny bit of toast with half the ingredients missing including the vine tomatoes, when I mentioned this to the Waitress, she said are you sure the tomatoes aren’t in their somewhere!!!, bless her, perhaps chef could show her what a tomato looks like... She did go and check with chef and he apologised and said he had forgotten some of the ingredients - basic stuff! All our food was bland, boring and not even cafe standard. On checkout I checked our bill and was informed that the item on their labelled ‘food’ was a service charge, we paid this just for the comedy value. To be honest all the staff with the exception of Charles lacked something which can only be down to management poor training. Very underwhelming and not at all 5 star. If you do want to book treatments, be prepared to hold the line for 20-30 minutes and don’t bother using their online app to enquire about spa treatments as they don’t do anything with it. We stayed the previous night at Bailiffscourt where we were met with impeccably trained staff and beautiful food. I would suggest AH is operating at 2 star from a food and service perspective, 3 star from a spa perspective and 5 star for the room. Not a hand sanitiser in sight by the way, although the general manager did say that no staff have been ill so far, which is good for us all. If you chose to stay at the AH you will be in need of a holiday after it, as just getting something done and done properly will be hard work. I would suggest AH take a look at their reviews with an open mind and do something other than just apologising, actions speaker louder than words. TRAIN your people including your chef. We may be back but only when reviews improve."
"I went to the Alexander House Hotel on the weekend of 24/10 and I had an amazing experience, it’s just outside of London 45/50min from Victoria, we were welcomed by the GM, we got an amazing room upgrade, everyone was aware of my celebration and we had some glasses of bubbles in the restaurant, we were served by Kamil and he was amazing, what a star! Our room had a beautiful view towards the back of the hotel, the bed was extremely comfortable, one of the best mattresses that I have ever tried. The spa was beautiful, several areas to try and to explore, being outside in the hot tub surrounded by the trees was an incredible experience that for sure we will be coming back soon. Also to note that this place made me feel extremely safe, all staff using protective equipment and guests with masks inside of the hotel."
"It was the second time my wife and I visited Alexander House. The first was on a whim for a romantic getaway about a year or so ago in much different times! The general impression was excellent, from the welcome ( and tour) to the desk staff to the room the food etc etc couldn’t fault it. This time was a planned night away for my wife’s birthday. We booked a double room and to our surprise we had a complimentary room upgrade on arrival. A junior suite no less.. and oooooo it was very nice.. and I can say that even in the very strange times we are now in, the quality was on a par with our first visit. Such a nice hotel to stay at and we will definitely be booking again. P. s The spa is a little gem to top it off. Well done Alexander House for everything you do."