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Reviews (2,173)
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Reviewed 20 February 2016 via mobile

Went here for a company conference and the grounds were very cool, the rooms were decent and the staff was friendly. The buildings are spread apart so if you're there for a conference you have to take a taxi to get in between most of the buildings - it's a part of the cost but it still is somewhat inconvenient.

Stayed: February 2016, travelled on business
Thank Justin A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 February 2016 via mobile

Lunch for around 60 guests at a chamber of commerce lunch showcased the hotel well. The nicely cooked and presented food served in an elegant room with crisp white linens on the tables has definitely tempted me to go back for a special occasion.

Stayed: February 2016, travelled on business
Thank Martin M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 February 2016

It should be a treat to visit Luton Hoo, but visiting for lunch this week proved to be a disappointing experience. No blame can be attached to any individual member of the staff, but there does seem to be a managerial problem which caused our visit for lunch to be a disconnected and disjointed experience.

We arrived and were warmly greeted at the door, but having said we would like a aperitif before lunch, we were left for a few moments in the vast, empty entrance hall while inquiries were made to see if this were possible – it was. We were then ushered into a huge lounge crammed with all manner of people and children. We seemed to be the only people with a pre-lunch drink, and around us families ate what appeared to be afternoon tea (it was 12.45pm) complete with tiered cake stands, businessmen worked on laptops, a man in torn jeans and a tea-shirt bellowed into his mobile phone and others devoured sandwich lunches, Waitresses seemed to patrol rather than attentively hover, but none of them noticed the mirrored doors were covered in children’s sticky hand prints, Rather than being a place for a quiet, civilised drink, it was more akin to being a very superior airport cafe when an awful lot of planes have been delayed.

After a wait, we were given a cocktail menu, and after a longer wait our drinks and some savory nibbles arrived. Our table was booked for 1pm; at 1.10pm, we asked for the lunch menu (having not been offered it) and were told we had to order in the dining room. Our drinks were picked up and we were marched to the dining room - we would rather have ordered our food in the lounge than sit at an empty table, but that didn’t appear to be an option. Once in the beautiful dining room, things improved greatly. The food was perfectly cooked and the service was impeccable. However, when asked if we could have coffee in one of the much hyped “period lounges or drawing rooms”, t was necessary for inquiries to be made – it wasn’t possible, so we had coffee at the table instead.

None of the problems we encountered were terrifically serious, but as a whole, it was not a five-star relaxing experience. A great dining room and kitchen team are being let down, by what can only be a managerial problem – each department seems to be disconnected from the next. Finally, the hotel operates a dress code in the evening; perhaps a slightly smarter version of casual needs to be introduced during the day. As a country house, Luton Hoo was remodeled by the architect of the Ritz and always had the air of a grand five star hotel, now that it is supposedly a five-star hotel, that resemblance seems less apparent.

  • Stayed: February 2016, travelled as a couple
    • Location
    • Service
1  Thank AdamPhilips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Matthew L, General Manager at Luton Hoo Hotel Golf and Spa, responded to this reviewResponded 24 March 2016

Dear Reviewer

Thank you for your constructive comments which have been taken on board. I was alarmed to read your review following your visit to Luton Hoo and have noted all of your concerns.

Luton Hoo prides itself on the high level of service and hospitality offered and as such, I regret that it was necessary for you to bring your concerns to me at this stage. Had I known of your dissatisfaction during your stay I would have made every effort to ensure your concerns were addressed at the time.

On a positive note, however, I am pleased that you enjoyed your meal in our beautiful Wernher Restaurant and that you found the service to be impeccable.

Guest satisfaction will continue to remain our primary focus and the commitment required to achieve this is unwavering. Rest assured we have a full training programme in place which I will revisit in line with your feedback.

We do hope that you will revisit us again in the not too distant future when you can be assured of our personal attention.

Kind regards

Matthew Long
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 February 2016 via mobile

We stayed here a few nights, although the mansion, grounds, spa etc are very nice. Two things really stood out:
The bedrooms are tired and need of some serious renovations (we compared it to staying over at your grandparents) the decor is dated and linens and furniture is old and well used.

And we don't mean that it's anything like fine period or antique decor - it really is decorated in the 1940s/50s style.
This is probably why you'll notice a large portion of senior citizens in residence.
The main areas are kept in a better state although these too shows signs of needing replacing - especially the carpets!

The second point is that the food is stupendously poor. We ate in all the restaurants at a variety of times, including afternoon tea.
Very poor in our opinion, all around.
I'm suprised to find that such a fine "5 start" establishment just outside of London don't employ professional chefs.
We have proof that food is made and prepared offsight by a third party organisation and bought by LH. This in my opinion is shameful and this hotel is therefore not worthy of a 5 star rating.
We would say the food quality deserves only 2 stars and even that is pushing it.

In conclusion, lovely setting, mostly nice level of service, in need of much updating to decor and finally and most importantly, huge improvement in food is necessary.

Stay clear of the breakfast unless the ambience itself is more important to you than the quality of the meal. In which case go right ahead as the eating areas in the main mansion are very lovely and photo worthy.

Stayed: February 2016, travelled with family
2  Thank SecretFoodCritique
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Matthew L, General Manager at Luton Hoo Hotel Golf and Spa, responded to this reviewResponded 24 March 2016

Dear Reviewer

I was saddened to read your review of your recent stay and that you did not have a memorable experience. We constantly review our product, service and offering and I have taken on board your feedback; as our guests and their experiences are at the heart of everything we do here at Luton Hoo.

I am very sorry that you felt the décor is dated, however, we feel that this is in keeping with a Grade II listed building and a historic stately home, dating from the late 18th century.

I am particularly concerned to learn of your dissatisfaction with our food and note that you have dined in all of our restaurants and Lounge. Your feedback is in contrast to previous guest comments which have been most positive. We have invested some time and effort in establishing alternative dining experiences from the fine dining that is the Wernher Restaurant in the Mansion House to more informal dining in Adam’s Brasserie. Additionally, we are proud to have received the 'Tripadvisor Certificate of Excellence' award for two years in a row.

We would never want any guest to leave dissatisfied. I only wish you had brought your dissatisfaction to our attention whilst at the hotel in order that we could have rectified the issues immediately. It is unfortunate that as a result we were not afforded us the opportunity to show you the usual very high standard of service we offer all of our guests as can be seen by the significant majority of the great feedback we receive on Tripadvisor, directly and though other social media sites.

I do hope that you will visit us again in the not too distant future to allow us the opportunity of restoring your faith in us.

Kind regards

Matthew Long
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 February 2016 via mobile

We go away every year for a few nights and our two oldest children go to my parents and we take the little one with us. Hopefully one year they will take all three!

We did the Land Rover experience on 14th Feb which was great and then stayed for 4 nights at Luton Hoo.

The stay exceeded my expectations and we've all had an enjoyable stay. Nice big room. Hearty breakfasts and meals in Adams brasserie have been tasty. Tonight we are eating in the restaurant, just waiting for the babysitter. Good pool and had some of the best massages and treatments.

Had some nice days out, normally we go to the coast or new forest and wouldn't think to have a holiday near Luton but it's been fun. Worth a visit with children is the Stockwell discovery centre just up the road and wrest English Heritage stately home and gardens.

Would recommend.

Stayed: February 2016, travelled with family
Thank alton21
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Matthew L, General Manager at Luton Hoo Hotel Golf and Spa, responded to this reviewResponded 24 March 2016

Dear Reviewer

Thank you so much for taking the time to write such positive feedback on your recent visit. It is truly a team effort and the team and I here at Luton Hoo aim to make every guest visit a truly memorable one.

We are all so pleased that your time was such a great experience. We look forward to welcoming you back very soon

Kind regards

Matthew Long
General Manager

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