We booked our Christmas Day 2011 lunch at the Forbury Hotel. The marketing communications painted it as a wonderfully family-focused event with 'board games infront of the fire' and 'an opportunity to view Raiders of the Lost Ark' in a private screen room or relax with a drink in the lounge.

The reality was a very polite service but completely devoid any warmth, customer engagement or charm. The (largely) Eastern European serving staff (and I know they were because I could understand their conversations) made little or no effort to allow for the fact that this was a Christmas Day. I was also repeatedly served bread which contained items I was allergic to despite the fact that I'd mentioned my allergies when booking.

When we had finished our meal we were presented with the bill and hustled out to our coats. There was no invitation to stay and enjoy the hotel.

As someone who is used to dining in prestigious locations both for business and pleasure I was extremely disappointed by the experience and unfortunately, much as I would like to, I cannot recommend The Forbury Hotel on the basis of the service levels experienced.

When we arrived my husband had booked a beautiful suite , the room was stunning however the feature fireplace did not work and we had an oil heater in the middle of the room which spoilt the character and setting. The room was outstanding and the decor and furnishing were beautiful. At 11pm we had to call down to reception as we had not been informed about a Christmas party below us and it was due to go on until 1am. We had chosen this hotel as I needed to recuperate having been in hospital and also had flu. We had to change rooms. The management were outstanding and most accommodating, they also reflected our distruptions in payment on the bill and offered us a bottle of champagne as an apology. I think it is important to write reviews of places we have stayed to help others. We have stayed in the Plaza Hotel, New York and lots of 5* hotels so we know quality and The Forbury really is quality even though we had some problems.

My husband booked The Forbury as a last minute wedding anniversary surprise and I can honestly say it's the best hotel I've ever stayed in! Because it was a last minute booking we were made aware from the start that we would not be able to dine in the restaurant due to Christmas party bookings but we were able to choose from the restaurant menu and given room service, which was excellent. We stayed in Room 11 which is a suite - very spacious & with everything you could possibly want. The one thing that would have made this stay completely perfect would have been a Christmas tree in the lounge area (we stayed early December 2011). We also hired the hotel's cinema just for the 2 of us - fantastic!! Well worth doing!! The staff were all very friendly and attentive & nothing was too much trouble even though they were all extremely busy with the Christmas parties. Will definitely be back!

Fantastic hotel full of character, we had the junior suite and it was fantastic, super king bed with egyptian cotton bed linen etc. Staff warm and welcoming, breakfast in bed was excellent and we weren't charged extra for it.