Langshott Manor - part of The Alexander Hotel Collection in Reigate and Banstead

Subject: Formal Complaint Regarding Stay at Langshott Manor Dear Sir/Madam, I am writing to express my disappointment with the experience my partner and I recently had during our stay at Langshott Manor, part of your Alexander Hotels collection. We have stayed at Langshott Manor before and have always found it to be a wonderful and enjoyable retreat. However, this time, our experience fell far below the standards we have come to expect. Upon our arrival, we were informed that the restaurant at Langshott Manor was closed. This came as a complete surprise, as we had specifically booked the hotel with the expectation of enjoying an evening meal onsite, given its location in a secluded area without nearby dining options. Unfortunately, we were not informed of the restaurant closure in advance, which left us in a difficult situation. The young receptionist at the front desk, though lovely and polite, was clearly placed in a difficult position. When I requested to speak to the manager, I was told they had already left for the day. The receptionist kindly arranged an alternative option for us at Alexander House Hotel; however, this involved us taking a taxi at our own expense and paying double the room rate, which was not an acceptable solution. Furthermore, when I attempted to address this matter by phone with Alexander House Hotel, I was met with poor customer service. One call was abruptly terminated, and another left me on hold for over half an hour. This lack of responsiveness only added to our frustration. This experience has left us deeply disappointed, especially as loyal customers who have always enjoyed staying at Langshott Manor. I believe it is entirely reasonable to expect the following: 1. Clear and timely communication about key amenities being unavailable prior to arrival. 2. A manager or senior staff member available to address guest concerns onsite. 3. A fair resolution to inconveniences caused by shortcomings on your part. I kindly request a formal response to this complaint and would like to know what steps will be taken to address these issues and prevent them from happening again in the future. Additionally, I would appreciate appropriate compensation for the inconvenience and additional costs we incurred during our stay. I look forward to your prompt response to this matter. Please do not hesitate to contact me using the details provided above. Yours faithfully, Catherine Cobb

I just read a very negative review and this prompt me to share my experience, which was ABSOLUTELY INCREDIBLE. The place itself is already magical the moment you enter the grounds. The house and gardens with ponds add amazing serene aura to the place. My room was luxurious and clean, every detail thought through, the bed and sheets was pure bliss to sleep in. The manager Sharjeel was very polite and attentive, telling the history of the house and giving a walkthrough through this incredible estate. The breakfast buffet was delicious, i was facing beautiful gardens while having morning feast. The lovely ducks came to say hello. There are beautifully decorated rooms where you can just lounge, read or simply look through the window enjoying the greenery. Enjoy your stay and thank you everyone for making my stay an unforgettable one. This review is genuine and real, nobody asked me to write it, but just wanted to share with everyone how incredible my experience was.

Had booked this through their own website for the New Years Eve package ( room, dinner, breakfast) it was all laid out and priced very clearly. I paid the deposit as needed on the website and recieved the booking again clearly stating what I would get in the package. With 1 week to go before NYE I received a phone call asking for an extra £150 as they had made an error on the pricing. I did not consider this my error and spoke to several people to try and understand how I should be almost blackmailed as my options for an alternative venue were booked up. In the end I took the refund and the only good thing to come from this was finding a lovely hotel in rottingdean to celebrate the new year.

Very poorly run hotel. We booked the new years eve package. A week before we were due to stay they called to say the price was wrong and they wanted an extra £150! They were unapologetic and rude about it. We went in person to speak to someone and the man on reception was very nice and welcoming but no one 'in charge' would come out and speak to us. All the other managers were unreachable by phone and seemed to all have taken the busy Christmas and new years period off. Not the way to run a business.

Afternoon tea review. Really not great. We had the gluten free and normal afternoon tea. On the gluten free afternoon tea they could (strangely) not give scones. Also the sandwich bread was stale. The other items included quite a few tartlets cut in half which were not very good at all (think defrosted supermarket). The regular afternoon teas was better, but bizarrely the scones were underbaked so doughy inside. We’ve had many teas both in this hotel group and in others, this is the worst gluten free tea. And the regular tea fails due to scones. Minor point but to note the chairs we sat in were dirty and stained.

Hell in the Surrey countryside! Think faulty towers if you’re old enough to remember that? Waited 15 minutes for someone to come to the front desk on 29th December 2024 at 3.30pm. The guy checking us in kept sighing and everything was just too much trouble and stress for him despite the hotel being pretty much empty and no one around. Our room was near/above reception, worn dirty carpets, damaged filler part repaired walls, coffee machine with no cups or milk, dirty bathroom with hairs in the bath, no bag in the sanitary bin and barely a quarter of a toilet roll with no spare left. You can’t call reception, there is no phone and the king size bed was two single mattresses put together which didn’t sit flat and we both just rolled together into the middle. The two separate sides of the bed base were also not fixed together. I’m not even 6ft and I couldn’t shower as the fixed shower head could only be used by someone under 5ft. We had a terrible nights sleep, talking and banging downstairs until about 1am which started again at 5.30am. We didn’t eat in the restaurant and the bar is a tiny area with a small fridge containing a few various beers and other beverages. When we checked out I was going to mention our issues that we had experienced but we were not asked how our stay was! Seriously save your money and find somewhere else as I believe many of the google reviews are fake.

Amazing place with a tranquil and beautiful setting. Excellent service from friendly staff. Highly recommend for a treat

Quaint hotel but overpriced. Rooms are quite basic for £120 per night. Breakfast very good. I was berated by the cleaner for checking out late and threatened with a surcharge by management. Reminds me a bit of Faulty Towers!

Lovely place. Had a nice meal with the family.

Nice weekend getaway. Tasty food, smiley service. Only downside fireplace not working in the lobby. Thats a must-have for winter holidays))

Very pleasant tea and I had a nice time as it was a special treat for my sister in law. I booked it some weeks before I wanted to go and according to the website at the time it was £30 per person but when I paid for it the price had changed to £42, luckily I could afford it but I have to say was rather a shock. So sadly I won't be rebooking in the future.

Leanne and the team were fantastic. Looked after us all weekend. See you soon

My wife and I have just had an afternoon tea at Langshott. Friendly and efficient staff and a great location. The afternoon tea was superb, and once my waistline has recovered we hope to go back for a second slice. Thank you

We came today for afternoon tea for our 1st wedding anniversary as a gift. The service was so slow, in the hour we were there we only had 1 person ask if we were ok, the rest of the time I had to go and look for staff to order drinks and food! We were waiting half an hour after arriving before I went to find someone, I’d hate to think how long the other customers had been waiting before we arrived! When the loose tea finally arrived we were not given any strainers so had to hunt for another member of staff for one. I wouldn’t mind if it was full but it wasn’t even that busy! The sandwiches and cakes were clearly made in advance and they were dry, this is really disappointing for the price you pay for this treat. The scones were fresh and warm but other than that we have had much better elsewhere. Really disappointed when this was meant to be a lovely afternoon celebrating.

A lovely venue, but it looks better on pictures than in real life (I was looking forward to seeing the roses, e.g., they were nowhere to be found). The staff were friendly and polite. The food was good, but nothing impressive. I do expect a bit more from a place labeling itself a luxury venue. Tender lamb side, the other cut could've been more tender. The dollops of what looked like roux were a bit too salty, and there could've been more fresh, seasonal herbs. The coq au vin was quite nice, but didn't have much hint of wine

afternoon tea - absolutely perfect

This place is incredible. Very old english style , amazing atmosphere, the walk paths around the house is like from a movie , perfect for weddings. The staff are courteous and extremely friendly, they make you feel so comfortable. The breakfast is amazing, and taste so good. Its not far from Gatwick airport and is easy to find. I would recommend this to anyone and everyone. Come stay here guys, you would love it.

Fabulous building. I overheard a woman complaining in reception that the ceilings were too low. It's a 16th century building what did she expect? I however keep expecting to bump into Blackadder or possibly Queenie. I assume it is the price of the beer that stopped them from being there for the great booze up. I very quickly ran out of beans and was very nearly reduced to eating a fat spider found by Baldrick. It is a lovely building and the staff were wonderful. I'd happily stay here again but first I need to come up with a cunning plan...

Had a lovely special family birthday meal this weekend, The food was very good, and served hot to a party of 20. The staff worked hard to look after us. Thank you for a lovely afternoon 😊

We went for afternoon tea. Not knowing about the Langshott Manor we were pleasantly impressed with the hotel. Situated in the quiet part of Horley you can see why it's popular with weddings and afternoon tea. The service from the staff were attentive and always making sure everything was ok, nothing was too much trouble. Would we return? Absolutely We would highly recommend visiting Langshott Manor

We stayed on the 24th May and when invited to a family wedding. This Elizabethan manor house is so relaxing. With lots of outside space to wander around you can be alone and at peace if you choose or sit inside well appointed lounges and look upon the pond and the ducks. I had the opportunity to look at many of the rooms where my family were staying and they are all very nice although our room (Windsor) needed some extra love to be fair, the bathroom was very nicely appointed and very spacious. If you are looking for total quiet the frequent aircraft might impede on this though it's not bad and only evident outside. We would definitely stay again, thank you to the staff at Langshot Manor.

I organised a weekend away for my company at Langshott Manor, with exclusive use of the hotel. The staff when organising the event and throughout our stay were absolutely exceptional, and we had a wonderful weekend. Great food, great service, interesting rooms, picturesque grounds, good location.

We live within walking distance of Langshott Manor and couldn't think of a better place to get married. From the initial meeting we had with Sophie, the Wedding Co-Ordinator we knew Langshott would be perfect for the wedding we wanted, we hired on an Exclusive basis and it was perfect. The house itself is beautiful and ideal for a small intimate wedding, our day guests all had overnight stays and the rooms were nothing short of perfect. Throughout the planning, Langshott was brilliant, nothing was too much trouble, from using our suppliers to theirs. We popped in several times before the big day to check things and each time the staff were so accommodating. We were also allowed to view all 22 bedrooms while the hotel was closed for refurbishment. Our Wedding here was perfect, everything we could have imagined and more, and this wasn't just down to the perfect manor house and setting but the staff. The staff from the day before the wedding and throughout were amazing, so helpful, kind and friendly. A big thank you to Jaideep for being there on the day and making sure everything ran according to time, thank you so much. A special thanks to Francheska whom we met during our planning and who was there to greet me the night before and during the day itself, our guests loved how warm and friendly she was, she is a credit to Langshott. The food we had for our Wedding was delicious, from the canapes to the wedding breakfast, we chose our evening caterers and Langshott was supportive of this from the beginning. All our guests commented on the taste and quality of the food Langshott provided. Breakfast the next morning, as part of our package was great, tables were well laid out for our guests and the food was delicious. We had an amazing Wedding here at Langshott Manor and would do it all again in a heartbeat.

Absolutely unprofessional location. I noticed severe issues with the kitchen staff, especially the Head Chef, a woman who I would call exceedingly rude, impolite and ill mannered. All around unpleasant. Would not recommend

I visited a friend here recently very briefly, and while I must say the location, building, and staff, were all perfectly serviceable, I had a most unpleasant encounter with the kitchen staff and it's Chief Chef. Generally, a kitchen staff is to be organised and proper, I found this one lacking, and to suffer from deep disorganisation.

Attentive Waiters, variety of freshly made sandwiches a lovely afternoon tea.

Lovely old hotel, excellent food, very clean and tastefully decorated. My only 2 downside of it was burnt toast on my club sandwich and a very soft bed (but that's my bones , couldn't cope with it)!

Thank you Langshott Manor for a splendid weekend. From providing afternoon tea with our guests, to dinner with another, and a party on Sunday with shifting numbers, your staff were brilliant. I want to mention Amanda specifically, who must have been driven to distraction by all our changes of seats and menus etc. but handled it with such good nature, she deserves a star. We have stayed with you before and will most certainly stay again (If you will have us!)