Luton Hoo Hotel, Golf and Spa

Environment & Location: The property is praised for its breathtaking architecture, historical charm, and expansive, well-maintained grounds, with stunning views and a peaceful atmosphere. Many guests found the setting ideal for relaxation and special occasions.

I stayed here with my husband over a heatwave weekend (12 July). Upon check in (once getting to our room) we realised there was no air conditioning working in our room - just a very noisy fan. When we asked at the front desk, they made it sound like it was an issue that had happened unexpectedly and that they were working hard to resolve this. We were told there were no other rooms available with working air conditioning. We tried to be understanding and asked for extra fans and extra water! However, after speaking to several staff members during our stay, we realised this is an issue that has been going on for several months, with entire wings of the property with no working air conditioning. This is not advertised when booking, nor explained when checking in which is unacceptable, particularly during hot spells. They are misleading guests and hoping people don’t complain or that it’s too late once booked. We then complained several times and the staff did not care. We learned that the hotel is closing for refurbishment for 3 years in September 2025 and many of the staff are being let go and at that point it made sense as to why staff do not care, and why nothing was being done to remedy this. Once you have booked, you’ve given your money to them and that’s all they care about. It is clear that this was once a grand 5 star hotel, and the grounds and property are no doubt beautiful but this is being let down over this issue. I am not exaggerating when I say we slept in a sauna - the room was hotter than it was outside, and our requests for an extra fan and extra water were not dealt with. We really wanted to explain to the hotel manager how disappointed we were and no one got back to us until check out time when we finally spoke to the manager. Whilst the manager was apologetic, this was let down by his offer of compensation - I literally laughed when he offered us a free upgrade if we book another stay before September 2025 (clearly trying to capitalise before the hotel shuts down for 3 years), with no guarantee that the issue would be resolved. We were told that as we booked through *******, we should make our complaint via them, and we would get a 10% refund (which we did - but in no way compensated for a very disappointing stay).