No. 38 The Park

The hotel is in a lovely area. Our room was large with great windows overlooking the park, with amazing drench shower. The staff were so friendly and always happy to help. Breakfast is excellent, and all parts of the hotel are very dog-friendly (and the park across the street is very useful for dog-walking). Will definitely be back.

The hotel is amazing, the breakfast is incredible! The best thing about the hotel is that the staff are genuinely the team of dreams! Nothing is too much trouble!

Really nice boutique hotel 5 mins from centre. Rooms and showers were excellent. Sister hotel 131 has big bars super restaurant. I think luxurious is the word.

Loved the decor and the bathrooms are very unique and amazing. Beds are comfy, breakfast was lovely and the staff are nice. Close to Cheltenham town centre and parking is available.

Overpriced: style over substance, extremely noisy due to road traffic and inconsistent customer service during our stay. We were very much looking forward to this short trip but a few things went wrong. So much that we cut our trip short and stayed two nights instead of the 3 booked. The first room we were allocated was dark and small (it's room 7). We were surprised as it looked very different from the photos seen on the website. Not surprisingly that room isn't featured on the website or their Instagram (just once). We asked to change rooms and a friendly staff member helped us do so. The new room was much bigger and brighter, in line with what you would expect. The room is well decorated and the standing bathtub is nice. However the biggest problem of this hotel is the noise - the hotel is on a busy road, with CONSTANT traffic until 11/11.30pm, starting again at 6am. The windows are not just single glazing, they are also of very poor quality. We actually thought they were open as it was so noisy. We expected to sleep well and relax in the room in the afternoon and that made it impossible even with earplugs. It's beyond me how this is possible for a 4 star hotel. We had a couple of other extra issues (no space to put your clothes anywhere in the room, phone didn't work so it was not possible to reach reception, they don't clean the room because of covid at the moment but this policy was not communicated to us on arrival - when I flagged this I was told an email had been sent to me. I digged out the email which is just the confirmation of the booking, the "we are not servicing rooms anymore" is buried in the middle of the email in the smallest police possible! Not very transparent, some of the hotel areas are clearly in need of refurbishment and the bathroom was full of stains). We had friendly interactions with the staff especially at breakfast, however our one discussion with the manager was such a negative experience it really ruined the stay for us. She was rude and unhelpful, didn't offer any alternative to our issue (we were inquiring about the lack of cleaning in the room) and just kept repeating the hotel's policies. Note to management: it's not that hard to diffuse a tense situation with a customer - apologise for the misunderstanding, offer a complimentary drink or ask if anything can be done to improve their stay and that's often enough. We were shocked at the lack of awareness at what makes good customer service in a hotel that pretends to be fancy. I overheard a couple asking the leave their luggage at the hotel for a few hours - they were also told this is not possible because of covid, which seems dubious. The main issue for us though was as I said the constant noise due to road traffic. Will not stay there again. You should be able to get a proper night sleep in a hotel at that price.