A luxury resort that has played host to the likes of Tony and Cherie Blair will come under fire in a TV documentary tomorrow.
Champneys will air on ITV1 at 9pm after film crews captured more than 100 hours of footage at the Tring hotel and spa from October to January.
They found unhappy guests, managerial chaos and multiple complaints about everything from filthy rooms to unappealing food, peeling plaster and bad service.
The news will come as a shock to many, given that the resort is known for attracting A-list stars from Barbra Streisand to Victoria Beckham.
During the hour-long show, a report from a mystery guest is read out. The visitor complains that overflowing bins and dirty towels were strewn obout the place in a room that had not been serviced since the last people left it.
Champneys group operations director Alan Whiteley said the resort has now made improvements ‘over and above those shown at the end of the programme’.
He said that these have included staffing changes – like new housekeeping and reception teams, a customer services ambassador and his own appointment.
Tring’s Champneys – which is known for offering a range of health and beauty treatments from facials to alternative therapies – will celebrate its 90th birthday next year.
Champneys also has spas in other locations, like St Albans and Milton Keynes.
Mr Whiteley said: “Champneys is on a journey of improvement with our refurbishment programme continuing across our ten properties until November 2015.
“We are proud that the improvements made as a result of our £10 million investment are increasingly reflected in the overwhelmingly positive feedback we receive from our guests on a daily basis.
“We continue to welcome both high profile celebrities and returning visitors to Champneys Tring as well as those who are our guests for the first time.
“Aimed at showcasing the British character and heritage of our countryside health spas, we also have plans to introduce new spa facilities as part of our refurbishment programme and investment in new members of staff.”