ensanahotels.com Reviews 

Extremely disappointing experience at Buxton Crescent and one of the worst hotel service experiences I’ve had despite travelling extensively around the world.

We booked two rooms costing around £3,000 in total, yet the level of professionalism and organisation was shockingly poor throughout.

The biggest issue was the checkout and billing process. The invoice and bill presented at checkout were a complete mess, with apparent overcharges amounting to hundreds of pounds. It took nearly an hour to go through the charges because the figures simply did not add up correctly. I strongly recommend that every guest checks their final bill very carefully rather than assuming the charges are accurate.

To make matters worse, more than a week after checkout, and after over six separate follow-up messages, I still have not received even a basic copy of the final invoice despite being repeatedly promised that it would be emailed to me.

The reception experience was consistently poor:

* Francesca at the initial checkout was rude and dismissive during the billing dispute.
* The reception manager handling the matter on 4 May was also extremely unhelpful, disorganised, and unable to properly explain the charges.
* Reception calls frequently went unanswered when calling externally.
* Even internal calls from the hotel room were inconsistent.
* Communication through Booking.com messages was slow, careless, and at times completely ignored.

The only positive part of the stay was the kitchen staff, who were polite and professional.

It is genuinely a shame because the building and brand have potential, but the overall experience was badly let down by poor management, careless administration, and unacceptable customer service standards.

At a five-star hotel charging these prices, guests should not have to spend days chasing a basic invoice or disputing incorrect charges after checkout.

Buxton Crescent Spa Hotel
Fine for a 4-star hotel but nowhere near 5-star. Overall, seems like a great hotel taken over by somebody cutting corners. Poor management.
Pro: Good dinner food quality. Attractive rooms. Great building. Spa is really quite excellent.
Con: service, service, and service. Staff are hard working but poor management and lack of enough staff shows. Clearly cutting corners.
Rooms: beds *usually* made but towels left on floor. Cheap shampoo & soap (or seriously watered down). No place to put my razor in shower area (was given disabled room since wanted twin beds - surely disabled people shave?) No turn-down service which, while maybe silly, is standard in a 5-star hotel.
Breakfast: long waits, missed items. Sometimes arrived cold. Juices all budget fare from concentrate. I hate bad OJ - it was undrinkable.
Dinner: Nearly an hour wait for dinner to arrive even when not too busy.
Bar: very limited wine list. Basic cocktails.
Staff: Most staff good/hard working but not enough. Some poorly trained.

no fan bad breakfast ok pools ok rooms housecleaning miserable and bad staff in bradet hotel

Stayed at the Ensana hotel in Buxton. The staff in the hotel were pleasant but that didn’t extend to the spa area. My husband and I were made to feel like second class citizens after we had paid a lot of money to stay there. Extremely rude staff! We ended up leaving as the way we were spoken to by the younger staff members was awful. We will never stay at this hotel again. We picked this hotel for the spa at the end of our honeymoon trip but staying here put a dampener on the end of a lovely trip.

Looks like Ensana are as bad in. Buxton as they are in Budapest. Front of House welcome, non existent. Very poor service in a gorgeous Grade 1 Listed building.

Ensana Hotels in Budapest.... the worst customer service ever! We booked a Spa day for couples and paid for it, however we could not use it in time because of illness. Now Ensana says, sorry we can not redeem your voucher....or even extend it for us to use later. Very poor judgement ...and then they write: "We sincerely regret".....(as if someone else made the decision) and "Thank you for understanding!" and more of the Jargon that really shows they do NOT care.....Well, need I say more?

Stay clear of these people please.