Potters Heron Hotel

Bad

Liked: Location was good
Disliked: Rooms were mucky and smelt damp, food was terrible, no choice and the price didn't match the facilities provided.

Good

Passable

Disappointed by staff

Liked: It was lovely but the room I spent £160 on was awful
Disliked: I am writing to formally raise a complaint regarding my recent experience at your hotel, which fell well below the standard expected — particularly for a stay in what was described as a superior room.From the moment we arrived, we were met with issues. Before we had even had the chance to say we were checking in, we were told the hotel was short-staffed and advised to book a dinner reservation “to help the staff.” While we understand staffing challenges can arise, this approach was abrupt and set a tone that made us feel like a burden rather than valued guests.When we entered our room, we were surprised to find that neither the shower nor the sink dispensers contained any soap. This is a basic expectation in any hotel, let alone in a room marketed as “superior.” When we informed reception, we were simply handed soap bottles and told to fit them ourselves. Again, this is not acceptable customer service and not what guests should be expected to do, especially after paying for an upgraded room.To make matters worse, while I was waiting for food in the bar area, I overheard a member of your waitstaff speaking loudly and inappropriately in front of several customers. She claimed we had “demanded” champagne flutes and an ice bucket — which is simply not true, as I had offered to go to the bar myself to collect them. She continued by sarcastically mentioning that someone had “apparently worked here for 15 years,” raising her eyebrows and muttering something under her breath. The tone was mocking and dismissive, and it was extremely uncomfortable to hear myself being spoken about in this way, especially in a public setting.The combination of poor service, lack of basic amenities, unprofessional staff conduct, and the disappointing condition of the room has left us deeply dissatisfied. This was not the experience we expected or paid for.

June 2025 stay.

Liked: Location, grounds and room very nice. Balcony is nice feature. Good breakfast. Well located for the Ampfield golf course.
Disliked: £175:per night is expensive for the room type with small bathroom.Leave more tissue paper in the bathrooms please.

Good service great staff

Liked: Central to everything we needed. Considering they were closing for a refit the next week the staff were excellent more so that they were all being made redundant .
Disliked: Shortness of staff but as they were closing for a refit it was understandable .

Good

Liked: Service and staff were all very good.
Disliked: Hotel was tired, rooms and decor dated. I considered it expensive for the price, more £90 a night than £140

Excellent staff

Liked: Although the hotel was closing and being taken over the staff was brilliant and couldn’t have been more helpful

Poor

Liked: Staff were friendly and helpful. Hotel in a nice location. The public areas were spacious and comfortableThe quality of food provided at breakfast was good.
Disliked: The room was very tired and the bathroom looked in need of refurbishment, As above the quality of food was very good but it was only warm. The heat lamps above it were probably old.Likewise with the coffee, it was only warm so we paid for fresh coffee.