Grafton Manor Hotel

Poor communication and disappointing customer service

I stayed at the hotel in late September and was advised at check-in that only two of the three rooms in my booking had been paid for. As I couldn’t verify the details immediately and didn’t want to hold up our check-in, I made an additional payment for the third room. I later confirmed that the original booking payment had been processed correctly, meaning the extra charge was unnecessary.While I understand that mistakes can happen, what has been most disappointing is the lack of communication and accountability since my stay. Despite reporting the issue promptly and being assured of a follow-up, I’ve had no response from the hotel, even after multiple attempts to contact them. The situation could have been resolved easily with better communication and customer care. Unfortunately, this experience has left me feeling frustrated and let down, and it does not reflect the level of professionalism I would expect from a hotel of this standard.

Nice location if you are looking for a house with character close to Bromsgrove. Good food at the restaurant. Attentive staff.

It is a period house but the renovations are already dated. Bathroom setup was not comfortable at all.

Lovely staff. Nice and quiet. Good value for money.

It is a little dated, but it is in keeping with it being an old manor house. It would not stop me coming back.

Location was excellent as were the staff. The breakfast was even better.

The room was tired and the shower leaked. We used a recommended local taxi firm to get from the hotel to a family wedding. The cost to the wedding venue was £8 but the return back increased to £20 despite it only being around 8pm.

Some parts were a bit tired but overall very clean and a beautiful historic building. The staff and breakfast were excellent with one of the most comfortable beds we have been in.

Lovely location, fabulous building, all staff very friendly & courteous. Room compact but comfortable & perfect for a fabulous overnight stay. For longer stays a larger room would be ideal ... but at ~£100 per double room, this would soon get quite pricey.

The only thing we struggled with was the coffee machine! Perhaps it was us not being used to their specific machine but sadly we had to resort to instant coffee ... but at least there was that option!

The location of Grafton Manor when travelling North - South through the UK or vice versa is ideal. A superb stopping off spot after a long drive. The standard of catering is excellent and the staff very friendly and helpful. Why anyone would book into Grafton Manor and then eat somewhere else is a mystery.We were very impressed with The Garden Room, very spacious and comfortable. We did not have the time to explore the grounds but they are well kept and look enticingWill definitely stay again

I imagine the venue has only been in use for a fairly short time as a lot of work is still required to bring the building back up to the standard it once was. A little bit of rustic charm is one thing but first impressions are very important and the entrance and façade need some work still

Beautiful hotel, spacious room, lovely breakfast and friendly helpful staff.

Breakfast excellent. Beautiful & very quiet location. Room wonderful. Staff very welcoming & professional. Internet superb

Nice location, lovely old building with a cosy bar area and nice grounds. Lovely meal in the restaurant with a lovely friendly and professional waiter. Reception staff lovely and helpful too.

Beautiful period property, well designed , decorating on going & continuously been updated, excellent breakfast, high quality ingredients.

The breakfast was good, friendly staff staff at breakfast.

Stayed in the Austin room, it was cold, damp and dirty. No heating except for a dirty electric standing heater. Dated decor, clear signs of damp on the walls. Bathroom extract fan filthy, emergency exit light full of dead flies. Cob webs visible on walls.

Lovely lady on reception upgraded me to an even more beautiful roomLovely staff great breakfast it was pretty quiet as it was Monday but still very attentive

Lovely old property with lots of character, huge well appointed bedrooms, great location in own grounds including a lake. Friendly staff, good quality food at breakfast and dinner

Couldn’t get shower to work. Would like plain yoghurt offered at breakfast…both minor niggles!

We were given the Garden room, which was exceptional, it was a suite of rooms and extremely spacious, very grand and very quiet

A bit short on staff, one young lady in particular, on reception, seemed to be multi tasking, but was very helpful and looked after us well. Minor issue - the cushions on the settee in the " dressing room" had not been plumped up from previous. users.

Beautiful room I a very historic building. Friendly staff.

More could be made of the beautiful garden, access was unclear, and of the history of the building.

Nice staff , very welcoming , Fantastic for dinner and breakfast .

The place is old and needs a refurb , low water pressure in the shower , creaking floorboards when ever you moved around , great for people on a holiday but for a business man on the move , wouldn't stay again , quite isolated from any other restaurants or services if you want to park the car and walk for a meal and a drink .

Fantastic property. Lots of character. Staff very attentive. Good dinner menu, good quality tasty food. Good choice for breakfast. Good internet connection. Travelled for work and used the desk in the room. However wouldn’t hesitate to come back for a romantic weekend.This hotel is definitely on my list now. Will be staying again.

Lovely old manor house. Food exceptional. Staff lovely. Considering the inevitably huge maintenance costs, the hotel is very well cared for. We'll be back.

Great stay again. Room comfortable and full of character. Evening meal and breakfast delicious.