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All reviews new forest superior room sauna and jacuzzi outdoor pool lovely hotel afternoon tea lounge area birthday celebration four poster bed short break relaxing break beautiful location waiting staff scones a lovely stay full english cricket
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Reviewed 18 August 2021

Dined at lunchtime in the main restaurant. Visited several times before, afraid to say has gone downhill rapidly. Waitress stood next to our table, continuously folding napkins. Staff seemed to be completely untrained in restaurant service. Little effort in clearing the table and knowledge of menu poor. Prices have increased but quality of food decreased. Example - paid £15 for two portions of ice cream, consisting of three minute scoops. Now completely poor value with service to match.

Date of stay: August 2021
2  Thank edwardbiggins
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Chris Wilson, Owner at Balmer Lawn Hotel & Spa, responded to this reviewResponded 19 August 2021

Dear edwardbiggins

I am currently investigating your recent visit and will comment more fully if appropriate.

But why oh why be so nasty - "Beware", you do realise that you are writing about a lunch not radio-active waste!

It may have escaped your notice but the hospitality industry is really struggling to attract and retain staff and reviews and comments like this do nothing for moral and staff retention, in fact they just make hard working people question why do they bother.

I doubt this will resonate with you, as looking at your profile all three of your past reviews are all negative - more a glass half empty sort of guy, I guess.

Also, in your reviews you claim, as in this case, that you have been before and enjoyed it, but there are not positive reviews reflecting on these visits.

Clearly, we did not cover ourselves in glory on this occasion and we have to acknowledge this but I do think your comments are unnecessarily harsh with a view to being damaging.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 August 2021

Having driven past here many times but never called in, we decided to visit for a lazy Sunday lunch which we ate on the front terrace. Roasts were excellent all round (we had the pork and the beef). Had our dessert inside which was also excellent. Hotel has a real "buzz" feel to it, with staff everywhere. They are clearly very busy on a Sunday but all those we spoke to were friendly and unhurried. Most impressive was when one of the staff accidentally dropped some plates/food. Four staff members descended silently on the area, without fuss and had it cleaned and back to normal within thirty seconds. The final nice suprise was when we got the bill; half of what we paid a couple of weeks before up the road at a certain well known top-end country house hotel (oink!) but the food and service were easily as good. We've made a room reservation for December and are looking forward to our next visit!

Date of stay: August 2021
    • Cleanliness
    • Service
Thank rgrainge
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Chris Wilson, Owner at Balmer Lawn Hotel & Spa, responded to this reviewResponded 18 August 2021

Dear rgrainge

Thank you so much for reviewing your recent Sunday Lunch experience, nearly all the staff read these review and positive, kind and generous comments like yours mean the world. We very much looking forward to having you come and stay with us in December and hope our friends up the road don't have their "snouts" too put out!

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Reviewed 17 August 2021

Lovely hotel the minute you pull up, this hotel stands out as one of the greats in the New Forest and is real champion of hotels in the area that sets the bar high.

Rooms are excellent and the grounds lovely. I highly recommend the lodge restaurant the and the new Pizza oven! It serves fantastic Pizzas and flatbreads, my wife is Italian and even she said they were great!!, the atmosphere when the sun is out sitting in the lodge bar on the terrace makes you feel like you in the med! , Staff are lovely , big shout out to Ola , she looked after us (we went in here a few times!). Drink wise, try the Hotel's own beer! very nice!! I certainly sank a few pints! I wanting this to go mainstream!! Need my fix ! :)

Onto the garden and you will find again a very continental feel with so many terraces about for a cheeky drink, when the sun is out, head over to the outside pool and order drinks from the app, again, really makes you feel like you are abroad, pool is maintained well and very clean, if the weather is cold, head into the indoor pool , again, very clean and lovely atmosphere.

Overall, excellent , staff really try to make you feel welcome and nothing is to much trouble, this is a hotel that really does want to please everyone and will make every effort to ensure you have a lovely stay, cleaning was going on all the time to make sure every surface was spotless !

Highly recommended. Keep working hard guys!, we will be back !!

Date of stay: August 2021
    • Sleep Quality
    • Cleanliness
    • Service
Thank PaulwilliamGrimster
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Chris Wilson, Owner at Balmer Lawn Hotel & Spa, responded to this reviewResponded 18 August 2021

Dear PaulwilliamGrimster

I cannot thank you enough for this comprehensive review of our facilities and the standards we are always striving for, sadly I have had to respond to some very uncompromising reviews recently and they do take their toll on the moral of the team. Your comments will be a huge boost for all of us, as your experience is what we strive to deliver, each day, for all our clients.

A massive "Thank You" from all of us.

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Reviewed 15 August 2021

Wedding anniversary trip- we have stayed before last year and enjoyed it so thought a return visit would be as good as last time. In some ways it was staff very welcoming and helpful and room was lovely, clean and comfortable.
Evening dinner was good, service and food but breakfast was another story. The cold 'buffet' was very poor and sparse- you would do better, in my opinion, at a Premier Inn!
The cooked food was served to you from a corner station which was fine but the food had been cooked for sometime and some of it was barely warm let alone hot.
Two cold fried eggs in the morning is not a good start. In the dining room we had to struggle to get coffee and then the staff disappeared for long lengths of time so no refills or extra toast. Sorry but this was such a let down from before and we will not visit again,

Date of stay: August 2021
    • Location
    • Rooms
    • Service
Thank Vjohnz
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Chris Wilson, Owner at Balmer Lawn Hotel & Spa, responded to this reviewResponded 15 August 2021

Dear Vjohnz

It is always great to hear from returning customers and I am sorry that we did not deliver across the board for you on this occasion. Pleased to read that you enjoyed your room and your evening meal, we clearly let ourselves down at breakfast and as we all know this is usually the last experience that you have as a guest at a hotel. Your comments have not fallen on deaf ears and we are working hard to improve the breakfast experience. We do hope that with the passage of time you will change your mind and revisit us once again.

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Reviewed 14 August 2021

Stayed at the Balmer lawn hotel and spa Brockenhurst 12/13 August 2021 for a we’ll needed break had a two night dinner bed and breakfast deal , we have stayed there before but before COVID hit us all.
We arrive our room was ready No 15 1st floor, lovely room met all our needs had views of the green good start the room is a mixture of modern with classic touches furniture is a little dated, great king size bed clean fresh towels , only issue with our room is you hear the room above the floor boards need attention it’s very obvious when somebody is in the room above.
The hotel has used the forced lockdown time well the outside areas have be spruced up and new garden furniture and areas have been added and the lodge area at the front of the hotel has been done very well and has added a lot to the hotel we sat and had drinks outside both nights and it was very relaxing and a nice atmosphere.
We used the outdoor pool both days and had lunch both days on the garden terrace area again very pleasant and relaxing,
So we have established the hotel has a great product and the staff are extremely pleasant and helpful, but there is a few service issues which took the shine off our stay,
As I have said had drinks and lunch in the garden area both days on the table Apple Pay and ordering system fully accept during COVID this was the way forward and understand why you have kept this but you have to speed up the service 28 mins for a Coke , lemonade and two sandwiches is too long the second day was was longer .

we had dinner in The Beresfords restaurant in the hotel we had to book and received several emails explaining how we lose our table if we did not show within 10 mins of our booked time, sadly the restaurant was not full so the emails a little confusing the menu is great and varied , we had the sharing starters to start and the I had the burger and the wife a chicken dish simple we thought, the service took 2 hours and the burger was not the best not cooked as I had asked and was cold on arrival, the sad part was the poor girl who was serving was very nervous and flustered she was trying to deal with several tables from tables of two to tables of 6+ there seemed to be only two staff members on one the chap was very good and seemed experienced but even he couldn’t deal with all the tables , we asked for the desert menu but abandoned the idea of a top pudding after no response or return to the table of any staff after 15 minutes we felt a little sorry for the girl as I asked for the bill she asked had we had a good experience this eve , we didn’t have the heart to say no! And then you have the gratuity put on the bill automatically.
I’ll add this part now the restaurant is used for the breakfast service in the morning please please Balmer Lawn sort this out again not enough staff getting your tea and coffee as your leaving not the best and on Saturday morning had to watch the poor supervisor running around dealing with all manner of issues by herself seating people clearing tables dealing with missing tea and coffee orders , there’s lot of smartly dressed what seems like managers in designer suits and high heeled shoes moving signs and the like round not seeing the poor service staff struggling to fill buffets and find toast for moaners like me,,,,,,,,, in contrast we ate in the lodge Friday eve and hear you have experienced staff who understand service anticipate your needs especially George he was attentive quick and his manner very pleasant the other person who was great was one of the girls who’s name we sadly can’t remember but she did have breakfast supervisor on her badge and the bar manager was very pleasant and knowledgeable, please get these guys to help the young in experienced staff gain that confidence needed ,,,,,,,, a old hotel guru once said get your breakfast and service right and people will praise you all day and night get it wrong and that’s all they will remember about the hotel
We really enjoy the Balmer Lawn hotel and it’s location it’s has fantastic enthusiastic staff who can’t do enough for you but sadly the service in some areas is letting you down by no fault of the staff .
Balmer Lawn charges close to London prices no one cares if the service matches the costs at the moment that’s not the case, the lovely reception supervisor who checked me out listened to all this and said the new operations manager acts on all reviews I hope he does you have a great product on offer at the Balmer Lawn and one great commodity great happy staff a rarity these days

Room tip: 15 lovely room. Downside you can hear room above creaky floorboards
Date of stay: August 2021
    • Rooms
    • Cleanliness
    • Service
Thank Darran G
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Chris Wilson, Owner at Balmer Lawn Hotel & Spa, responded to this reviewResponded 15 August 2021

Dear Darran G

Thank you very much for your many positive comments, I am very sorry you encountered problems with breakfast service in particular. Because we are short staffed our General Manager and HR Manager do assist with the breakfast service from time to time, perhaps this has been misinterpreted at one particular moment in time. We hope that you will be able to put the short comings you experienced on this occasion behind you and give us another chance to redeem ourselves.

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