Frensham Pond Hotel & Spa

Thank you so much for taking the time to share such a wonderful and heartfelt review. We’re delighted to hear that your visit over the May bank holiday felt like a true mini‑vacation, especially at such an important time postpartum. Knowing you left feeling relaxed and rejuvenated means the world to us. We’re thrilled that you enjoyed the spa facilities and found everything beautifully presented and clean. Jo will be over the moon to hear your kind words — she takes great pride in tailoring each treatment to individual needs, and it’s lovely to know your full‑body massage was such a positive experience. Your comments about lunch by the pond, the delicious dishes, and the serene atmosphere are truly appreciated. We’re also so pleased that your afternoon tea with friends was a highlight — our team works hard to make every part of the day feel special. It’s wonderful to hear that you enjoyed exploring the grounds and that you’re already planning to return with your children to experience even more of what the area has to offer. From the moment you arrived to the moment you left, we’re glad our friendly and helpful team made your day feel effortless and enjoyable. Thank you again for your incredibly kind words and for choosing to spend your day with us. We can’t wait to welcome you back for another memorable visit.

Thank you for taking the time to share such detailed feedback following your recent stay with us. I’m genuinely sorry that your experience at Frensham Pond Hotel & Spa fell so far short of expectations, particularly during what should have been a special and enjoyable visit for your cousin’s wedding.You are absolutely right to be disappointed by the disruption caused by our refurbishment work. While these renovations are intended to improve the hotel for future guests, we clearly failed to minimise the impact on your arrival experience, and the noise, delays at check-in, and lack of clear communication were unacceptable.I’m especially concerned to read about your dining and breakfast experiences. Most importantly, I sincerely apologise for the repeated and serious failures around vegan and dairy-free catering. Providing incorrect information about ingredients, particularly serving porridge made with cow’s milk after confirming it was vegan, is a significant error and understandably caused stress and loss of trust your feedback will be addressed directly with our kitchen and front-of-house teams.I’m also sorry that you were unable to speak with anyone at reception to raise your concerns during your stay. This should never be the case, and we recognise how frustrating that must have been, especially when time was limited due to wedding commitments.I do appreciate you highlighting the positives — the cleanliness of the rooms, the peaceful setting, and the beautiful surroundings — and I’m glad those aspects of your stay provided at least some consolation.Your feedback has been shared with senior management and will be used to drive urgent improvements in staffing levels, dietary awareness training, and guest communication, particularly during periods of refurbishment.Should you be willing, we would very much welcome the opportunity to discuss your stay further and see how we might begin to put this right. Please feel free to contact the hotel directly and ask to speak to meThank you again for your honesty, and I’m truly sorry that we let you down on this occasion.Roberto RossGeneral Manager