The Lensbury Reviews 11

Warning to anyone booking at the desk: check the website first! I stayed here with my toddler recently during a home emergency. I was charged £630 for a Family Suite and told it was the "last room."

The Lensbury was actually running a "Spring Escape" 15% discount online at the same time. By failing to disclose this and using "last room" pressure tactics to sell a higher rate, the hotel has breached my trust and basic consumer fairness.

Management has refused to refund the £94.50 difference, hiding behind "rate terms" that were never explained to me.

It is a shame that a premium resort chooses to squeeze an extra £94 out of a stressed family instead of practicing honest, transparent pricing. I will not be returning and will be advising my local network to do the same.

Update: It has been 13 days since I filed a formal complaint regarding this issue, and despite CC'ing the CMA and Trading Standards, the hotel management has completely ignored me.

It is really bad they have stupid rules and they confiscated my card for no reason.

Why is it so hard to contact members reception? Nobody answers and when they do, they are unable to help.

Great location and sports facilities but the rooms are basic. The hotel has a policy not to allow guests to reduce the old air conditioning units below 68°F /20°C which makes the rooms unbearable in hot weather - and the temperature in the bedroom didn’t get below 24°C all night. Do not stay in hot weather!

Just awful, falls far short of a 4 star hotel (from a guests point of view, I appreciate a club m/facilities user might not see the hotel resident side of things). Everything needs improvement. Honestly, the owners and executive team should be embarrassed. Such a shame in a beautiful location and grounds.

Had a family bereavement and had to cancel short notice but still charge f me the full rate , will definitely not recommend or book again ,,,,,, money grabbing!

This hotel was booked on my behalf for a family occasion and when I paid I had to check that I wasn’t being charged for two nights rather than the one I was staying. It feels like a cross between a travel lodge for the wealthy, a university halls of residence from 1996 and a 1980’s timeshare health club. The reception staff were friendly, the rest of then staff totally
Indifferent. The rooms were tired, smelly and in desperate need of some attention. If I was paying travel lodge prices it would be acceptable but at over £200 a night this hotel falls well short of its more cost-effective competitors. Maybe I’m just not wealthy enough not to feel like I’m being ripped off by the posh name and location

Shocking . We joined the Lensbury 9 years ago . The previous Management and owners were wonderful, sincere, professional , customer focus making their hotel guest and members feeling very comfortable, valued, and always open to listen yo ours and everyone concerns and feedback .

Unfortunately, the Lensbury ownership changed hands and the previous MD staff,and sincere managers left. The place has lost its gem charm, facilities deteriorating furniture, dirty pool with unhygienic, steam room always dirty with human hair left on the floors not clean regularly. Shocking incident was when we had our locker broken into TWICE and we had our locker tampered violated without notification, no explanation nor compensation offered to date . We suffered anguish , stress and anxiety sleepless nights . No security offered nor replacement for stolen effects, and no duty of care offered.

We also stayed at the hotel numerous times before 2023, and no appreciated from MD when our recent incident of theft accrued May 2024 !

Since , have noticed on Trip advisor since May 94 % terrible reviews have transpired, focused at other hotel guest and members terrible experiences, bad management, MD , dirty rooms, break ins into hotel rooms , the list goes on.

We booked The Lensbury having been many times to the sports club part of the complex. What a mistake. The room was very small, the bed uncomfortable, the shower inadequate, the walls are paper thin and we could hear someone snoring as though they were in our room, also the generators for the air conditioning just outside our window were very noisy, There was no fridge with water or glasses, the pillows were like rocks and they had the unmitigated cheek to charge us over £200 and a further £33 for a mediocre breakfast, with stale pastries and overcooked eggs. The girl on the reception desk was very polite but completely out of her depth and barely spoke English. I have subsequently tried and tried to get through to someone to sort out being overcharged and it is impossible to get through to anyone who will either pick up the phone or can understand what I am trying to say.

As a wedding photographer, I have had the privilege of capturing the special moments of many couples at The Lensbury, and I must say, this venue is truly breathtaking. The River Thames setting is a unique and picturesque backdrop that sets the stage for a truly magnificent wedding celebration. With 25 acres of immaculate gardens and grounds, The Lensbury is an ideal location for those who love nature and want to incorporate the beauty of the outdoors into their big day.
The grand Clubhouse and stunning reception rooms provide a sophisticated and elegant ambiance, perfect for your wedding reception. The rooms are well-appointed, with an eye for detail that makes them truly special. The in-house catering is top-notch, offering delicious food and exceptional service that will leave your guests talking about your wedding long after the event.
The Lensbury also offers the opportunity to take to the water on one of their own rowing or motor boats, providing a moment of serenity and intimacy for the newlyweds. This special touch creates a memorable experience that is perfect for capturing wedding photos. The River Thames is a beautiful and captivating backdrop that truly brings the magic of the day to life.
Overall, I highly recommend The Lensbury for couples seeking a unique, elegant and memorable wedding venue. With its stunning location, impeccable service, and exceptional food, The Lensbury is sure to make your wedding day one to remember.
Kindest regards
The Kensington Photographer

The staff on the front desk and restaurant were generally very polite and accommodating, my concern isn't with them, my concern is with the operations director "Lukasz Stawicki", how Lukasz is 'operating' this hotel is absolutely absurd. I had a complaint against the hotel regarding false advertisement and have esentially been ignored. I originally got through to the hotel and they explained they would get Lukasz to call me back, never received a call, and now they are ignoring my calls. I just want to make it evident, if Lukasz actually had the curtsy to call me back or take my calls, this wouldn't have got to this point. DO NOT STAY HERE.

DON'T STAY IN THIS HOTEL. Be very careful when booking this resort because you don't actually stay in this hotel. We arrived to what we thought was the 'Lensbury Resort', to then be told by the front desk we were staying in a 'completely separate building', this building isn't even connected to the hotel, it is on the grounds, but even has its own car park. The best way to describe this 'separate building', it's essentially worse than any low budget hotel, the front of it looks a bit like magistrates court, I think magistrates court genuinely looks more appealing, it's awful, how can this hotel get away with advertising this beautiful building yet forcing customers to sleep in the shed in the back garden. Genuinely worst hotel experience I've ever had. AVOID AT ALL COSTS. Look at the picture I uploaded, does this look like the Lensbury resort to you?. If you have any complaints, they will ignore you.

SCAM!!!