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Champneys Henlow

Visited Sep 2009

Just returned from week of hell at Henlow, feeling worse than when I went. I came home with a streaming cold thanks to the 24 hour failure of all hot water to ensuite bedrooms. Staff did not inform us, explain alternative sources of hot water, they did not apologise and there was no compensation offered at all. Trying to pretend a disaster is not happening, Henlow, just makes it worse. Guests do not pay upwards of £100 a night for cold water! Add to this the stained and ripped carpets throughout the building and you do not have luxury, you have seedy. Young and inexperienced therapists were pleasant but ineffectual. Reception staff in the rest of the building were either surly or hopeless or both. But the piece de resistance was, wait for it, fire alarms sounding, twice, at 4.30 am on the morning of Saturday 5th September. Hordes of female guests streamed out of their rooms and down the corridors towards the exits until someone managed to get in touch with Reception to find that it was in fact a false alarm. No word of apology, remorse or reparation from any member of staff. I was glad to get home to hot water and a good night's sleep. The word "rip off" spring to mind. You have been warned!

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