Balmer Lawn

Poor business practices, similar to what I have experienced elsewhere and what led me to try the Balmer Lawn in the first place, have now crept in to the Balmer Lawn and will now make me question whether I should return. To start with I have been using this venue for a number of years having been let down by a different local hotel. But I am now looking elsewhere. I phoned last weekend to discuss a booking in the spa for myself and my wife, but was told the spa was busy and they would take my number so someone would get back to me. Since no one had contacted me I phoned back today and got through to the spa to be told the previously advertised treatments and costs had been updated and the previous offerings were no longer available at the old prices but only at the new higher prices. No wiggle room at all for them not getting back me. I am now looking elsewhere - not far away at Carey's Manor looks nice :-). I am also looking elsewhere for a restaurant booking too.

Balmer lawn hotel, I have always driven past this hotel on our way to Lymington it has always stood out to me. So for my birthday my partner booked a special 3 night stay. We were greeted at the front desk and checked in by welcoming staff. Our room wasn't ready yet (checked in too early) but was able to leave our belongings and headed for a drink in their outdoor bar... I read a review that said something about their indoor bar shut and going through a tunnel... This isn't true, yes the Indoor bar is closed during certain times but their outdoor bar which is undercover and decorated lovely with heaters although I didn't need these on it was pleasantly warm and the staff served the best cocktails. Service was a little slow here especially as it wasn't busy but I'd assume they work the restaurant too. The room itself could do with some updating, for a 4 star hotel I didn't expect a kettle and Nescafé coffee sachets, most hotels I've stayed in come with the espresso pods and machines as well as a fridge. But this is minor and maybe I'm just used to a bit more luxury. The bathroom was very outdated and our floor had a few cracked tiles and a bath panel that was half hanging off so some improvements need to be made there. The restaurant was lovely, we were delighted with their Sunday roast and their breakfasts every morning. The restaurant staff were always very pleasant and helpful. Lastly the spa... Now there was at the time of us going renovations, my partner was only made aware a week before we went and he had booked 2 sets of treatments for us, I did feel this was very late notice to warn clients as it gave us no time to rebook somewhere. The swimming area was clean and we could not hear any noise in this area so I was feeling slightly relieved however when we went for our massage, I was told the noise ( drilling and an electric saw) was going to be stopped. Halfway through my treatment the electric saw began and I could not hear the relaxation music over it, it was then far from relaxing ! I did mention to the therapist at the start and then again at the end. Now the massage it's self was one of the best I have had the thing that let it down was the noise for me. The therapist was lovely and her customer follow up service was perfect, however I felt that either the spa manager or owner knowing these works were happening would either close the spa for treatments whilst the noise was going on or move to temporary rooms whilst the work was being carried out. Other spas I have been to have either informed us when going to book that they would be closed, or moved treatment rooms to bedrooms. I understand that work has to be done and of course the hotel would not want to miss out on money but it really isn't acceptable for a supposedly relaxing massage. The following day I had a facial booked and I was informed the work was not going on this was absolutely perfect. Overall a really lovely stay with the New Forest on your door step a beautiful

I booked this hotel as a getaway treat for my husband’s birthday. On arrival we were welcomed by Chandra, she provided a really lovely and friendly front of house welcome. Despite being given keys to a double room when I returned to reception explain this was not what I had booked Chandra was quick to sort this out and we moved to the room I had booked, the suite, with complimentary prosecco for the mistake, which was a nice gesture. Chandra was also very helpful when I had forgotten something and she did what she could to help us. The suite was gorgeous, old fashioned in part but lovely! We ate at the restaurant. The food was delicious, and the staff very friendly & helpful, including Tom the restaurant’s assistant manager and we enjoyed sitting in the outdoor area, which I really liked. We took a walk around the grounds and surrounding area with horses & cows roaming free. We watched the cricket, as the sun was beautiful but watch those balls, they do sometime reach the outdoor seating area! We knew the spa was mid renovation and on the Saturday we enjoyed treatments with Emily & Shirley - both were very good. The building work didn’t bother us or spoil the treatments and staff were friendly & welcoming. But on the Sunday we had booked another treatment, a facial each. There was a mix up with the bookings and my husband didn’t get his facial - this was disappointing, as this was part of his birthday treat. Although the hotel & spa staff were apologetic it spoilt our morning before checkout. However, a lovely break, despite a couple of issues.

What sort of a hotel puts a sign on its bar saying it’s closed and directing people to an outdoor bar in some kind of cold polytunnel? This one for reasons known to them? There must be some explanation but it’s beyond me. In these difficult times for the hospitality industry one expects a tad more customer focus.

Lovely staff and surroundings. Food very good. Like the oldy world feeling of the place especially the antler chandeliers!!! Think the Lodge could do with a tidy up or is it supposed to be like that. Would be good to have a special on the menu each night.

Great staff, very friendly, have been here on several occasions, and would certainly return again in the near future. Room was very clean and bright and the hotel staff throughout were very welcoming and friendly ..Didn't use silver service restaurant this time, but bar menu was superb.. In all a very enjoyable mini-break.