We, 5 girlfriends, had booked 2 twin-bedded rooms and a single. On arrival we were told there were no twin-bedded rooms! We showed them the booking.com confirmation, so they phoned housekeeping who agreed to "unzip" the 2-mattress double beds. Our rooms were along a very long corridor, accessible only by stairs down; the single room was at the other end of the hotel, accessible only stairs up (the furniture in that room was definitely in need of replacement). The lack of a public lift was poor. A shower over a bath can be a problem for many people; fortunately there was an anti-slip mat, but no grab handles etc. We reported that the ventilation system in the bathroom was not working (in 432), this was fixed quite quickly. However, the hairdryer, which stopped working and started smoking on the first morning was only replaced as we were leaving the hotel. Whilst there were a lot of information leaflets in the hotel lobby, they were nearly all for the Cotswold area and nothing at all for the city of Cheltenham itself. We had to go to the Tourist Information in town to find out more. The leisure centre was alright, but again in need of an up-date. On the first morning I went to make an appointment for a massage, but they were fully booked for the whole day. The breakfasts were very poor, unimaginative, cold, and we were overcharged - £ 14.95 instead of the £ 12.95 agreed in our booking. We queried this for the second morning and the bill was adjusted. Unfortunately we overlooked the fact that we had also been overcharged on the first morning, but I had signed the chitty. Service in the breakfast room was brusque and unfriently. We were charged for a morning newspaper when we were told on arrival that the "I" was free - after some discussion this item was removed from our final account. Toileteries were not adequately replenished - 1 small shampoo, 1 small shower gel, 1 small body lotion for 2 people for 2 days!
The location and the surrounding gardens were very pleasant. The bedroom was large and comfortable. Dinner the first evening was good, well presented and reasonably priced. Service was very pleasant. Plenty of free car parking.