bespokehotels.com Reviews 19

Flash advertise website but overall the company appear to be a con. Stayed in Skye Sligachan booking platform was difficult to navigate advertise as an inn but no breakfast provided although website and bookings wasn’t clear, restaurant booking cancelled on the day , curtains hanging off , scrape off paint off walls for the price charge is a premier price but pretty much at par with a bad travelodge . Booked also the colonsay hotel we ran multiple times to get booking details but still this was not provided to us . This company in our opinion is after money but not the overall hospitality and guest experience. The reception at the hotel was not welcoming or courteous . It is such a shame because the locations that this hotels are located are great but unfortunately I guess they can get away with very poor service for guest because of its location .

Date of experience: May 30, 2025

Great western hotel Oban very disappointed with the hotel it's in a poor state of repair my cozy double room had peeling wallpaper stained carpet peeling paint damp patch on ceiling after it had rained wouldn't stay here again!

Date of experience: May 25, 2025

Booked a stay via this firms website entered payment details and booking was Confirmed' on screen but confirnation email never arrived. The booking screen timed out and i had no booking reference confirmed.
I called central reservations line the following day who advised they no longer manage bookings for the hotel i had booked.... even though it was (and remains) advertised on their website...and which website had accepted my booking and payment the day
before! Call handler didn't accept the website needed updating and told me I just needed to call the hotel direct who 'probably had my booking anyway'.
So was anyone ever going to provide me with confirmation of a booking? I had certainly parted with the funds. But had i actually booked the hotel? If i turned up at the hotel would there have been a booking? Who knows...
What I do know is Bespoke couldn't care less and won't be changing their website so it will certainly happen again! Don't let it be you- avoid!

Avoid.

Date of experience: May 21, 2025

Burlington Hotel, Eastbourne.
The dirtiest hotel I have ever stayed in. Our room, 331, had stains down the walls, dust behind beds that had been present for many many months, tops of door frames with significant grim and dust buildup on top, broken windows (glass) in the bathroom, with fragments on the side. Tap that was broken so we could not get cold water. The reception staff promised to get it cleaned whilst we went out for dinner and when we returned several hours later it was the same. Never again! AVOID!

Date of experience: April 05, 2025

Rooms are clean and comfy but we booked and paid for half board but on arrival in the restaurant that night were told that they don't offer half board. We paid a lot extra for it compared to the bed and breakfast option but now have to pay this extra, and it is not cheap! Gairloch Hotel in Scotland.

Date of experience: April 05, 2025

We tried to book a dinner bed and breakfast deal with the Cotswolds House Hotel for 4 days from the 3rd of April to the 7th 2025 for £972, but as I am deaf I couldn't hear the verification number which was required to complete the booking. My husband phoned the hotel but on checking their booking confirmation it didn't include dinner for the 4 days, and was £984:50. We have emailed the hotel 7 times so far to try and sort this out but we have not even had a response from them!

Date of experience: March 08, 2025

Stayed at the talbot inn , the room was filthy , several other issues but th3 hygiene a major concern “duty manager “ given no automony to resolve complaint . Have to email general manager for when he’s back , very poor response to complaint and bespoke hotels acknowledged my email saying the general manager has autonomy .
I strongly recommend you avoid this hotel group as this doesn’t seem to be an isolated incident.

Date of experience: February 15, 2025

We were really looking forward to our stay at The Lugger Hotel, having visited back in 2006 and being thoroughly impressed with the food, service, and beautiful location. Based on that fond memory, I booked a two-night stay as a Christmas present for my partner, expecting the same level of excellence. Unfortunately, from the moment we arrived, it became clear that The Lugger no longer lives up to its 5-star reputation.

First Impressions & Accommodation:

Upon arrival, the receptionist gave the impression that she was disinterested and unwelcoming—a stark contrast to the warm hospitality we expected. While the room was clean, it lacked basic amenities like hotel information, brochures, or instructions for using the facilities. The TV wasn’t working at all, and the WiFi was weak and kept disconnecting. Though there were some complimentary items, they did not reflect the luxury standards one would expect from a 5-star hotel. Additionally, the stairs leading to our building were covered in rubbish and debris, again falling short of even basic hospitality standards.

The Dining Experience:

The most disappointing part of our stay, however, was the dining experience, which we had eagerly anticipated as a key highlight of our visit.

Breakfast: My partner ordered the Full Cornish Breakfast, but it was far from “full.” Not only were standard items missing, but the portion was surprisingly small. The taste was mediocre at best—certainly not what you’d expect from a luxury establishment.

Dinner: We chose to dine at the hotel to treat ourselves to what we thought would be an exceptional culinary experience. The menu sounded promising, and while the staff were polite and helpful, the service felt disjointed, with multiple mistakes occurring around us.

For starters, my dish was fine, but my partner’s included granola crumbs that were toasted to the point of being rock-hard—so much so that he genuinely feared he had broken a tooth. It was unpleasant and should never have been served in that condition.

The main course was even more disappointing. We both ordered the same fish dish, which turned out to be bland, overcooked, and entirely devoid of flavor. While British politeness kept us from speaking up immediately, we did write a discreet note on my phone and shared it with the front-of-house manager after the main course. She acknowledged our concerns and assured us she would discuss it with us later.

Sadly, the dessert continued the trend of underwhelming flavors, though I will say the presentation of all the dishes was beautiful—it’s just unfortunate the taste didn’t match the aesthetics.

Post-Dinner & Final Impressions:

After dinner, the manager asked us to move to a quieter area of the restaurant and offered us tea. Given the poor dining experience, we assumed this was a complimentary gesture. To our surprise, we were charged for it, and no one ever followed up with us regarding our feedback—despite sitting there for over an hour.

When we checked out the next day, we expected some form of acknowledgment—whether a reduction in the food bill or a simple apology. Instead, the receptionist seemed unaware of the situation and showed no interest in finding out more. Her passive-aggressive response, “You ate your food, and we can’t do anything about it,” was not only dismissive but deeply unprofessional.

Hotel’s Lack of Cooperation:

Following our stay, we reached out directly to the hotel in an attempt to resolve the matter privately. We provided detailed feedback and requested a partial refund, given the premium we paid for what was advertised as a luxury experience. The hotel acknowledged our concerns but refused to offer a fair resolution, only refunding us for the tea that was incorrectly charged. Despite multiple follow-ups, they stopped responding entirely, leaving us no choice but to escalate the matter through our credit card provider and share our experience publicly.

Final Thoughts:

It’s incredibly disappointing that a hotel with such a wonderful location and history has allowed its standards to slip so drastically. What should have been a special, luxurious getaway turned into an experience we wouldn’t recommend to anyone.

We will never return to The Lugger Hotel and would advise anyone considering a stay to think twice before booking.

Date of experience: February 01, 2025

Oh well... Just arrived at Marwell Hotel. Stayed several times before and always good. Today though. No chef so no lunch menu! Seems chef has Monday off and agency chef not in until after 3pm. We were offered crisps, nuts or a bar of chocolate. How utterly ridiculous. I also emailed at 8am this morning to confirm everything and mentioned lunch but never had a reply. Not good at all. Very disappointed. Spoke to the manager who apologised. He said they were not busy so no catering staff! He did offer to make us a sandwich but I can't eat bread so that was no good. We cancelled and made our way home. Sadly, despite having been there many times in the past, we will not go again. If they cannot offer a lunchtime menu, then it should be clearly stated on their website. Or as a simple courtesy, email clients to let them know. That way we could have made alternative arrangements. Very, very disappointed.

Date of experience: July 08, 2024

Total waste of time. Provided an experience by Virgin Experience days, which was routed through “Bespoke Hotels“. This has Soooo many restrictions it’s literally impossible to make a booking.

Total rubbish.

Date of experience: June 04, 2024

Unfortunately, I cannot write a review if 'zero' (0) stars rating is given, 1 star being the absolute lowest that Trustpilot will permit a reviewer to give. So 1 it is. I may also add that the member of staff serving was 'friendly and helpful' - just doing their job as trained.

NOTE- Our group did not stay overnight in this old hotel, thankfully, but if the 'slovenly, uncaring for customers' levels of 'service' provided by the Coffee Shop within the hotel is anything to go by for the rest of this 'hotel' (lol) then AVOID the Ullapool Caledonian Hotel at all costs, and possibly all 'BESPOKE Hotels' Group of Hotels too, as I'm sure they will set the same 'high standards' (lol) for all of their hotels.

Being a cold February day, our group decided to pop in for 'hot drinks' and 3 our our party selected Hot Chocolate, a simple drink to make, even I can do it. fill the cup / mug with hot milk and add chocolate, stirring the chocolate into the 'hot' milk, to give a hot, hearty and inviting drink to warm oneself up - after being out in the February cold of the most beautiful North West Scotland.

All drinks ordered and paid for - £3.50 for a basic hot chocolate drink, and £4.00 if you wanted cream on top, kinda daylight robbery, but wait, you don't get a nice mug of hot drink, no, you receive a half filled childs size mug containing approximately 1/4 pint of tepid (if that), discoloured milk(?) with something added to it which very vaguely has a hint of chocolate taste. I'm only guessing that this is the measure and specification for 'Hot Chocolate' served at ALL 'BESPOKE HOTELS' group hotels. Simply a tasteless total rip-off, and a disgrace to the hotel trade, to all the money paying patrons, AND Ullapool too.

Do I really need to say 'Hasta la vista baby... I WON'T be back'

Date of experience: February 16, 2024

After reading reviews about how quiet the rooms were and that previous issues with room cleanliness had been resolved, I decided to book 2 nights mid-week in the Townhouse Hotel for business. After a long train journey I arrived at the hotel feeling very tired and looking forward to a good night's sleep, which I shared with the girl on reception. She said that she would put me in one of their quiet rooms on the top floor and wished me a good night's rest. I went to my room and was looking forward to getting some sleep, as I had a full day's training with my company on the following day. Unfortunately, as the night drew on, I was aware that the windows were extremely thin and I was subjected to shouting, sirens, traffic noise and the sound of noisy bars across the way. I got no sleep until 5 am in the morning and had to go to my training feeling extremely tired and unable to concentrate.

There wasn't a 'do not disturb' label in the room, so I was aware on my return that the cleaning staff had been in and had removed the wet towel and made up the bed. I then attempted to get another night's sleep, as I was exhausted and had to travel home the next day. I had another night of noise, including, at one point, the sound of fireworks being set off. I woke up early the next day and starting getting my things packed up. As I spread up the bed I noticed a mark on the duvet. Pulling back the sheets I was horrified to find that the duvet was covered in dried-in stains, that resembled blood droplets. I could not believe that after the cleaning staff had been in the day before, and had made up the bed, that this was remotely acceptable for a 4 star hotel.

I took photos of the bed, as I wanted to make sure that anyone booking this hotel would be aware of the lack of cleanliness and the fact that they have still not resolved the issues with the cleaning staff, as assured after a previous review. When I checked-out, I spoke with the man on reception and told him just how disgusted I was at the lack of cleanliness, and that 'I wouldn't let my dog sleep on a duvet like that'. His response was to wish me a safe trip home and to exhibit a general lack of interest in my complaints.

Overall, I would not recommend that anyone stays at the Townhouse Hotel in Manchester, and to book alternative accommodation that is both clean, professional and quiet.

Date of experience: October 23, 2023

Falsely advertised for the Glenburn Hotel.
Restaurant closed 2yrs ago, Grill closed 18months ago.
Property falling apart, cleanliness non existent, and the food that was available was limited, and breakfast was green and sticky.
Fire alarm sounded, but not in our room, raised concerns, told to not so politely go away!
Raised complaint and still nothing done after 2.5months.

Date of experience: September 25, 2023

Had a Bespoke voucher bought from a Bespoke Hotel but only allowed to use it under their conditions, don’t understand why you can’t use the voucher at the same as cash. We did mention our dates only to which we both could get off work but unfortunately Bespoke would not accommodate us. Both phone calls we made gave us different versions on booking, one tried to put us off of the hotel we wanted, the other said the hotel that the voucher was bought was the only hotel we could use it at. Total shambles of a company, in our experience, once they have your money, they quite simply don’t care. Now the money that bought this voucher is in their pocket and we can’t get to use it. Good money gone to waste. Pity there was a minus5 rating. AVOID AT YOUR PERIL.

Date of experience: April 20, 2023

The company sold vouchers on a third party website that ran up until May. They have decided that they aren't honouring that at all and are now not running dates past March. They have been extremely patronising and unhelpful and despite there being rooms available and on Sunday which is always quiet, they have basically said go somewhere else.

Sadly I ended up using this company indirectly, the reviews are poor and I know have fully experienced why.

Date of experience: February 20, 2023

As mentioned by others, the hotel won't even let me know availability so I have to phone a number that is busy & cuts me off. What a waste of time these 3rd party companies are sometimes

Date of experience: May 30, 2022

I checked into the Derwent water hotel to find the following: Room very mouldy, cold and musty smelling. Bathroom tap mould growth under taps in bath and glass panel on pink bath. £23.00 for a cold gammon steak warm egg and cold carrots, two stalks of thin broccoli cold potatoes and dirty rusty pepper pots and what appears to be dirt and food spillage on mist of the table s in the cold damp restaurant. Reception heavily soiled dirty computers and staff including manager not engaging with with staff or hotel guests. Serious health and safety issues for Food safety officer from local council to visit. Suggest staff training and shut down for deep clean and replace all restaurants furniture especially tables. Absolutely dangerous with contamination.
£129.00 per night .. dressing breakfast might give it a miss and pick something in the town as I am dreading being sick from the poor standard of this hotel.

Date of experience: May 06, 2022

I have been trying to use a voucher to book a hotel. I am not allowed to use and book with the hotel directly and have to do this via Bespoke Hotels. Every time I call I am told that the advisors are busy and the call is terminated. I have also tried emailing but do not receive a response. This is so poor and really a waste of my time!

Date of experience: April 05, 2022

I went to an event at the Stonehouse Court Hotel on 23rd March 2022. I was invited to celebrate a friends birthday. My friends Wife had booked a table for 10 guests. However, 2 of the guests had tested positive for COVID so said that they were not able to attend. My friends Wife contacted the Hotel, explained the situation and asked if a refund could be made for those unable to attend. The Hotel representative said no. Her reasoning was that it was no longer a legal requirement to islolate and if she herself tested positive she would still have to go to work.
Though it may not be a legal requirement, the government guidelines are that individuals 'do the right thing'.
Not the sort of customer service expected these days.

Date of experience: March 28, 2022