Little Horsted, Uckfield, East Sussex, United Kingdom
"Booked a few weeks before for a couples weekend. Setting lovely and room very nice and spacious, though a bit dated and gloomy and could definitely do with redecorating. It’s a very mixed bag here, the main issue being really inconsistent levels of service which ranges from lovely people to unorganised, chaotic and disgracefully rude staff. We hadn’t had chance to book our spa treatments but given there’s such a big offering and we had paid a fair whack for two nights in an executive room we thought we might still get chance to book on to something. Upon arrival we were told if we wanted to do this to speak to the spa staff on the phone or in person so we went down and were greeted by cold stares from a line of four spa staff, who didn’t respond to our friendly hello. When we asked if they had availability we were abruptly told by the lady on the desk “no we’re fully booked and are for the next few weeks”. We asked if there was nothing at all Saturday or Sunday on any treatment and she (sarcastically) said “no, normally when you book these sort of places you know you book your treatments way in advance” at which point my gf and I looked at each other bewildered by her rudeness. We fully appreciate the times we are in and the fact that it’s not the staff’s fault we hadn’t pre booked the treatments, though it should be made clearer upon booking the room online or on the phone that this is absolutely essential if you want any chance of a treatment. Naturally we were disappointed as this was a part of the weekend we were very much looking forward to and it was meant to be a “spa” break after all. Though having seen previous reviews and the also abrupt rejection/hanging up I received from the golf shop over the phone when I rang up to enquire about any tee times for hotel guests, I was semi-unsurprised (again something booking earlier avoids but some good manners cost nothing). What would it have cost the spa desk to see our disappointment and be nice and just offer to call us asap after any cancellations or something (which they eventually did after we got rather annoyed at how rude they were being, we had literally just arrived and that was one of our first impressions of the place). To add, the other spa staff at the desk all decided to start putting their two pence in, including “Jack” who proceeded to say “oh you wouldn’t go to football without doing....” at which point I asked them to stop patronising us. I asked if I could speak to the manager to which he responded saying he’d try to find his card, but then said oh actually I can’t find it. Otherwise, some lovely staff across the hotel and nice food off the pavilion evening menu, though the breakfast and other food was mixed including some very suspect scrambled eggs and bacon. I appreciate there is an influx of demand and it is not easy for the hotel and the staff at the moment but again good manners cost nothing especially when the room price is pretty dear, you expect at least a reasonable l"
"Stayed for 3 nights and was hugely disappointed. When we arrived, we were struck by what a classy looking hotel it is, but that proved to be its most impressive feature. Our room was a nice size and was perfectly clean, but the absence of a fridge was a surprise (not sure if this was a COVID precaution, but there didn’t appear to be an obvious place for it to reside) and the bed was so soft, both my wife and I have ended up with bad backs. I absolutely understand the need to limit numbers in the gym and swimming pool because of COVID, but there were frequent occasions that we phoned (and when they could be bothered to answer), only to be told to there were no free slots for either, only to then subsequently be granted access when we visited the reception and pointed out there was hardly anyone using either facility. This sort of laziness is infuriating, a situation made worse when we were also told there was not a single free massage slot available until November, which, if true, is something that would have been useful to be have been told at the point of booking. The biggest criticism however lies with the pitiful excuse for a breakfast. When being shown to our table, we were greeted with a brown paper bag, containing a croissant wrapped in cling film, a Luke warm yoghurt and a banana. Thereafter, we were able to order a cooked breakfast, which alongside the cheap orange juice concentrate, consisted of the cheapest and tasteless ingredients you are likely to find. No danger of finding local produce here, the singular sausage was more of the dirt cheap economy variety, the bacon had more fat than meat, the tomatoes had been waved over the grill and the baked beans were the smallest portion I have even seen. Even the bread was of the cheapest sliced economy variety. When staying at a hotel in the summer, that hotel had understandably stopped the self service breakfast buffet normally on offer, replacing this with the same buffet choices, but where this was served to you by waitresses behind a Perspex screen, with they and us all wearing masks. This meant we were still able to enjoy all the usual offerings of cereal, fruit, cakes, et al. Not difficult to arrange, but clearly no one at the East Sussex National has that kind of wit, as they provided nothing of such basic offerings that one would expect in a hotel of this supposed calibre. I absolutely understand that hotels and others in the hospitality industry have suffered enormously during the pandemic, but such disorganisation and a propensity to do everything on the cheap, wringing out as much as they can from customers for the smallest outlay, is not the way to engender return visits. Even the request to keep our room for a further hour was met with an agreement to do so.......for an additional £10.00. We won’t be returning."
"Firstly I’m really disappointed at having to write this review, as the East Sussex has always been our favourite go to hotel for a special treat, but this time was so different - my husband booked us the Valentine’s Day special which included a spa treatment, 3 course meal etc. Well when I rung up to book the spa, I was told there was no appointments for anything the whole weekend! When we complained about this at reception on booking in - we where told we could have a voucher (but as we don’t live that close, travelling there just for that wasn’t viable). Our room was ok - but they are starting to look tired with flaking paint and the balcony furniture was really not nice! Our afternoon tea was lovely - when we finally got it, it seemed to take forever to arrive! The evening meal was our main problem, we wasn’t given any choice on timings, told our table was at 7.30...there were no starters we liked and mains where so basic and not enough choice - so we decided to pay extra for a sharing steak - it was delivered to our table by two boys (yes I meant to put boys) who didn’t even talk just put the steak on the table and left, to say this was a sharing steak would be a big stretch, to me that would be for one person not two, we questioned this only to be told it’s weighed correctly. This cost us £22 extra!!! Even though we only had two courses, not three that we had paid for. Desert was the only good part. In my option it would seem that staff levels have been cut back to the detriment of the level of standards we have come to expect from this hotel. On checking out the member of staff was not interested in our concerns at all and told us to email the manager - this is something I’ve done twice now and to date I’ve not received a response! We’re really upset as I just don’t think based on this experience we will be back! "