We stayed at the Bentley overnight to enjoy the New Years Eve Gala.
Our rooms were ok although our friend’s room had recently had the window sill repainted so there was a strong smell of paint and house keeping had failed to re hang the net curtains which had been left on the bed. We did not use the spa but did try the pool which was a reasonable size. The sauna and steam room are small but worked well. The evening started well and we enjoyed pre dinner drinks in the bar which was pleasant and reasonable for hotel prices. We did notice that we were clearly among the youngest there our age range being 39 to 44. The gala room itself was nicely decorated and the food which was a mix of hot and cold buffet food was tasty so we thought at this point that we had made the right choice. I should point out that before booking we made sure to ask about the age range the entertainment would be aimed at as we wanted a good mix of music with an emphasis on up to date music including current chart and were assured that it would suit us. The DJ started ok and played a few current tracks but the act who was a singer pianist was not at all what we expected. Prior to midnight he was singing old ballads such as “if you leave me Now” by Chicago, not exactly putting you in the party mood! He was responsible for taking us through to the New Year and did not even do a countdown! At 11:55 he played one bong from Big Ben then promptly started playing Auld Lang Syne we just stared at each other in disbelief as this is the most important part of the night ruined!!! He then went on to sing Roll out the barrel, knees up mother brown, it’s a long way to Tipperary, I’ forever blowing bubbles, the Hokey cokey and more of that ilk. To say that we very disappointed was an understatement!! This was absolutely not the type of entertainment promised when we booked in fact it was exactly what we didn’t want and had tried hard to avoid. We asked staff how long he would be on for and they came back and told us he was finishing shortly and that they had had other such complaints. We then asked if it would be possible to request the DJ to play some chart music and after he had finished playing the Scottish reel the next three songs were current. There were those there who thoroughly enjoyed the entertainment but there were those like us and the table next us who were not enjoying it at all. We specifically asked about who the entertainment would be aimed at so as to avoid such an evening and were totally mislead. I did complain about being mis-sold the event but was told that they had this event every year and that no one else complained. They were totally unwilling to accept any responsibility for what their staff told us at the time of booking. I was also told that we were mistaken and that there was a full countdown and that we were wrong about the music. We know that this is untrue and have been left very frustrated. I asked for the playlist from the pianist to prove my point but was told this was not possible as he had now gone abroad and was not contactable. I asked to speak to the staff member we spoke to but was told she only worked occasionally for the hotel. As for the owner…(Carole Wooton) the manager apparently spoke with her on new years day and her first response without any investigations what so ever said that people come back year after year and was so she was unwilling to accept any part of our complaint. Despite the owner’s response the manager said she would investigate, I spent the next couple of weeks chasing for a response which in its self is very poor customer services. We did eventually receive a response, the manager told us she had finally spoken to the staff and although one lady remembers our complaint she could not substantiate any of my claims…how very convenient. We did everything right we qualified the type of evening prior to booking and then when the night wasn’t as promised we complained on the night and the next day. I have been honest in this review and do not dispute that there were those who enjoyed themselves. My issue is that prior to booking we clarified exactly what sort of entertainment would be provided and contrary to what we were told and paid for the majority of the music was geared up for a much more retro taste. Unless you are of retirement age or have a taste for retro including WW2 era then avoid this gala. I would go as far as to say given the poor customer service we received following our complaint I would advise that you avoid the hotel all together.