For an expensive 5 star hotel, we were not impressed. Our refrigerator was not turned on in our room, resulting in expensive cheese being ruined. We had to request multiple times to have the fridge turned on; even then, after it was turned on, we had to turn up the coolness ourselves so it could keep food items cold. In addition, our A/C emitted a horribly loud sound every 10-15 minutes. We reported this promptly to reception, and it was never fixed during our 6 night stay. Lastly, whenever we called reception or concierge - even during normal business hours - no one ever answered. No one told us about the other amenities of the hotel - afternoon tea, the bar, a room where there appeared to be drinks or light snacks. We felt like we weren’t treated as valued guests, even though we spent nearly a full week at the resort.
Some of the service staff, such as the spa receptionists and cleaning crew, were phenomenal. But EP is lacking the seamless service and standards of a five star hotel.
Other aspects of Ellenborough are beautiful and appreciated: the rich history, the grounds, the walking trails, the location. But for the price and reputation, it didn’t meet 5 star standards.
