Village Hotels Reviews 

Extremely disappointing experience at Village Hotel Reading, particularly with how management handled my complaint.

My partner and I ended up checking out two nights early after experiencing rude and confrontational behaviour from a member of staff in the spa facilities. Their behaviour continued throughout our visit, making us both feel uncomfortable and unwelcome.

Despite submitting a formal complaint on the day of departure, it took almost three weeks and numerous follow-ups to receive a proper response. When Dan from management eventually replied, his response was dismissive, focused on defending the hotel’s rules and failed to properly address my concerns. Only after challenging him did he confirm that the incident had been investigated and the employee’s behaviour deemed unacceptable.

What I found particularly concerning was how the refund was handled. Dan initially claimed that hotel policy meant they could only refund one of our two unused nights because I hadn’t reported the incident to reception before leaving. However, I couldn’t find this supposed policy anywhere in their published terms or FAQs. I specifically challenged him on this and asked him to direct me to where the policy was stated, particularly as their own FAQs direct guests to customer service channels for complaints.

Rather than answering my question or providing any evidence that this policy actually existed, Dan simply responded to say that his manager had reviewed the situation and authorised the remaining refund. No explanation, no reference to the policy he had previously relied upon, and no acknowledgement of why his original explanation was apparently no longer an issue. This left me seriously questioning whether the supposed policy existed in the first place.

Whilst both refunds were eventually authorised, the poor communication, dismissive responses and inconsistent explanations made an already unpleasant experience considerably worse. It shouldn’t take weeks of chasing and repeatedly challenging management to have a complaint taken seriously.

Very disappointing customer service from Village Hotel Reading, and certainly not somewhere I would choose to stay again.

The room cancellation process is awful. The modify my booking link on the website didn’t work despite having paid extra for a flexible booking made directly with Village Hotels. I phoned the hotel but the phone rang out. Google AI found a cancellation form for me which wasn’t available on the website. Only good thing was that agent promptly dealt with it. Final icing on the cake was that the customer experience they sent me wouldn’t allow any text to be entered in the comments section.

Fantastic staff at the village Walsall. Kitty is very helpfull on the desk. Excellent servies.

Do NOT buy Village Hotel gift vouchers. If you do, the person receiving the vouchers has to pay full price for their booking. They cannot take advantage of any online offers.
I wanted to book a room at Leeds North. The online price was £78. There is no facility to use a gift voucher on the website. I had to ring the hotel. I was told that I would have to pay £139 to book the same room if I wanted to use my gift voucher.
I was told that this is detailed in their terms and conditions when buying the voucher!
Receiving a gift voucher should be a pleasant experience. Unfortunately, with Village Hotels there is a sting in the tail.

Great Gym and restaurant, great Service, good atmosphere and all the staff very pleasant, helpful and accommodating.

I attended the village hotel gym Nottingham on 4-10-26 to participate in the Hyrox class at 07.30 am along with 9 other participants
Out of these participants 6 were competing in other Hyrox events throughout the country into 2027
We started the class with a warm up then were shown what we were expected to complete exercise wise ! Having looked at what were expected and the distance you were expected to cover to me seemed this class was structured for those taking part in competitions with no consideration for age or fitness levels ! These exercises were put together by the instructor and the operations manager prior to us starting !
I saw the operation manager coming out of the Hyrox room , having seen what was expected
I considered walking out as that was beyond my fitness level ! I only get to attend 2 days a week unlike the other members in the class which attend 6-7 days a week !
I decided to give it ago as I thought I would be working on my own
I’ve attended Hyrox for a few months and the previous instructor took into consideration your ability and gave an alternative amount to do !
Not this one ! She paired you up with another person , no option to work on your own or an alternative distance to cover !
After the first block of exercise I realised this was to intense for my level of fitness but I tried the second block of 5 which confirmed to me that this wasn’t taking into account your personal fitness level.
I spoke up and explained that this class was not taking into consideration age or level of fitness and because I had been forced allocated a partner I felt I would be letting him down !to get the reply
“ that’s Hyrox for you “
Whilst on the second block of exercises out of nowhere and at some time another member of staff had come into the room , no reason just walked in ,
She heard what I was saying to the instructor and decided to get involved with an aggressive manner! She then accused me of having mental health issues and accused me of disrupting the class and ordered me to leave , I asked her who she was and what right had she got to order me to leave she said “ I’m the operations manager “ now leave “ she got a response and I left !
Having got showered I left the gym area and went up into the hotel reception!
Who did I see with an audience in the coffee shop breaching confidentiality
The operation manager ! So I challenged her !
There was no denial but a feeble excuse that she was explaining why they the coffee shop should give a free coffee to a member from the Hyrox class !
This member wasn’t even in the coffee shop !
On 6-10-26 I received an email off Paul smith the gym manager stating my membership had been suspended! His operation manager had put her version of events in , got the instructor to lie so he suspended my membership
I requested a phone call which I received ,from the outset it was apparent he believed his operation manager was telling the truth !
Yet she failed to mention the breach of confidentiality incident in the coffee shop , which he then became aware of !
I asked him why was she even in the class !whilst having this account discussion he said he would seek independent witnesses at the end of the telephone conversation there was no good bye ! Leave it with me ! or thank you he just put the phone down ! I thought how Rude !
Needless to say I was still suspended whilst he managed to look like he was getting witness statements!
Today 11/10/26 I received another email again off Paul smith the manager , addressing some questions I pointed out ,
apparently having had time to think about an excuse as to why the operation manager was in the class the best she could think of was repairing some equipment?
I didn’t see her tool belt ? Or her touch anything!
She just waltzed in mid class !
Paul then went on to say he had gathered several independent statements including the instructors who said I said “her classes are sh*t she is sh*t and another accusation!
For months now the only classes I’ve attended is her classes no one else’s so there’s another lie off someone
He said his operation manager interjected and tried to defuse the situation there was no situation she created the situation and any class disruption was on her
Yet he defends her ! There is no mention of breaching confidentiality that’s just swept under the carpet !
This is from a manager you never see that hears what staff are upto and turns a blind eye but if he can bully a member out then he and his operation manager are a team !
Not how you expect to be treated having been a member for over 10 years with
No problems with the managers or staff before he and the operation manager he bought back when he got another go at being a gym manager !

Alice at the gym is lovely and always answers my questions :)

Charge twice for same room be careful please when booking here.

Village hotel Hyde.

I wish i would have read the reviews before booking here.

I have been a traveling salesperson for 25 years plus so have stopped in lots of hotels and have booked hundreds of hotel rooms in my working life.

I booked to stay for one night and was charged for two rooms ( so charged twice )

first i was told that one of my rooms I didn’t show up for.

which i was not told on the day of my actual stay, when i question this they then told me i had booked the same room at two different times of day which made absolutely no sense at all.

When i press further for a resolution they then told me that i had to speak to Expedia booking which i did and was told that i needed to speak with the hotel directly which at which point i gave up quite frankly.

Its not the fact that there had been a mix up with the booking that’s life stuff happens.

its way in which it has been handled.

Zero Customer service from staff and changing the facts to suit the hotels best outcome.

In the end i decided if they need the money that bad i would let them keep it, maybe they can spend it on staff training focusing on customer care and common sense.

Real shame but maybe a little my fault for not reading reviews first.

The room was average, but the £170 parking fine was not OK.
The hotel advertised parking on site when I booked. I did not see any request to pay for parking. Reception did not tell me I had to pay in addition to the room.
There were no emails warning me I had to pay at any point before a wapping fine.

Rubbish

I am writing this on here today as i have been in touch with the head office and they just put me onto Eddie in Maidstone who has done nothing about this matter in months now.
We are good paying costumers in this gym and have been reporting the hygiene problems and the cleaning for months it’s totally unacceptable of what we sit it day to day.
We have had these black worms coming out of the floor tiles and the mastic in the steam, sauna and the shower around the pool for months it needs to be sorted out or shut down until hygiene is back up and we ain’t sitting with worms and scum on the floor.
I am considering in hiring a heath and safety company in leisure and hygiene to take this matter into there on hands as we do not get heard the paying members of this facility.
Us paying customers do no get no money back or anything when things are out of action.
6 weeks sauna due to being unsafe structure where nothing gets checked for deterioration on the wood.
Pool closed 5-6 days and hot tub no email to let us know.
Working water for people working out this has been out of action for quite a while again this is a heath and safety risk.
I have attached a few photos from this morning and you will see what we are up against with this.
I have videos from months ago all dated and ones dated from today.

Absolutely — here’s a polished, warm 5-star review you can post:

⭐⭐⭐⭐⭐

Had a fantastic stay at the Village Hotel in Morley! The rooms were lovely, comfortable and well presented, and the spa was a real highlight — such a relaxing experience and a great way to unwind.

A special mention has to go to Helen at Starbucks, who was absolutely amazing. She was so friendly, welcoming and attentive, and her fantastic customer service really made our visit extra special. She is a real credit to the hotel.

Overall, a brilliant experience from start to finish. We’ll definitely be back! ❤️

If you want, I can also make it sound  more personal and heartfelt, or  more natural like a genuine Google review.

Would give 0

Went to book a room at £114 per night ,went through bank card authorization (took £1 to check my card ) all ok ..went back to check out and room had gone from my basket and room rate jumped to £157 PER NIGHT,Contacted them and they said unlucky ,just a scam of a hotel and not very helpful .Appalling 😑

Average stay at lovely settings Village Blackpool, nice but small bathrooms, even larger Club rooms don’t have shelves or a suitcase/bag holder, they have to be left in the floor including clothes.
Avoid asking reception to book a table at the Pb & Grill, even if they say yes, is never done, no communications, and if you doing it online, they don’t see the reservations.in Blackpool avoid weekends as the place is full of noisy golfers

Bad experience at the Bristol hotel. Have contacted the hotel and customer services. They just don’t care. Wish I had looked to see the bad reviews on here before I booked

Been really disappointed with the Village hotel Cheadle. communication and trying to speak to the gym team is a battle. have been a member for along time but seriously considering leaving. I have tried to book Pt sessions cant get through the app is useless wanted a pass for a family member visiting for a few months, they don't give you any options. its not a cheap membership the whole hotel could with some TLC

The company is a scam when it comes to gym memberships I was on a corporate membership that expired and extended it for personally for 30 days I’ve now set up my corporate membership with a different gym, and after calling head office and speaking to Judd Who I have to say is probably the worst customer service operative I’ve ever experienced in my whole entire life. He was rude took no accountability for them as a company. Just tried to fob me off back to the Bracknell branch please, please please do not do business with the village or if you do be warned their scam artists. Jud refused to give me anyone to speak to a customer service said that they don’t accept phone calls. This is the type of business they are.

I have stayed at many hotels in many countries. I must admit that for a budget hotel, this is exceptional! Clean rooms, iron board + iron!!!!!! image that! BiG TV screen...bigger that the expensive hotels. The addition is the Gym and pool you have at your disposal to use when you want. The restaurant is also good and I highly recommend this hotel. The staff are welcomingly and helpful. The staff are an exceptional team! Self checkin and check out...awesome. Lots of parking spaces for your ride. I will book here and recommend that you try it..better than Premier!

Do not i repeat do not stay here absolutely horrible place and staff would of given the staff at Karen's dinner a run for their money rude and disgusting on another level

We recently stayed at Village Hotel Leeds South and were allocated a room directly adjacent to planned construction works being carried out on the hotel itself.

At around 8am we were woken by extremely loud drilling directly outside our window and against the hotel building. Workers and construction platforms were immediately outside the room. We had received no warning about these planned works either when booking or at check-in.

We complained immediately and decided to leave rather than stay our second night. Village agreed to refund the unused second night, but refused to refund the night affected by the drilling.

Their alternative offer was complimentary use of the leisure facilities, which hardly addressed the fact that the overnight accommodation we had paid for had been significantly disrupted by works the hotel knew were taking place.

I wrote back asking them to reconsider and received no further response for several days. I have therefore had to raise the transaction with my bank.

The construction itself could have been handled very easily by warning guests and allocating rooms away from the works. The way the subsequent complaint has been handled has been just as disappointing.

Jane and Tim Dominey - We could not have wished for a more perfect wedding than that provided for us by Village Hotel Portsmouth with our chosen package “All you need I Love” plus a drinks package. They went above and beyond to make our wedding beautiful and amazing. Everyone who came loved it.

From our first meeting, Natalie our wedding coordinator took us through the whole process with such enthusiasm and excitement. She was in constant contact to ensure that our vision for our day was truly fulfilled.

On the day, the venue was stunning and Tommy and Callum were there to make the day flow smoothly from Ceremony to banquet through to Evening Reception.

Village Hotel has given us so many happy memories now.