We went here ( two of us) in June 2021 for a spa day, which we were really looking forward to post lockdown. Unfortunately the whole day was a disappointment!
We had booked breakfast - we ordered toast with tomato/sausage with coffee each. The food quality was mediocre at best and lacked a finishing touch (eg. No butter with toast ). I was horrified when we were handed a bill for £36!!!!! When I raised it, the waitress was having none of it. " I don't set the prices " apparently. Thanks for that. Not a great start to the day!
We were eventually part refunded by reception.
Spa was just OK. The place was fairly tired looking. The bed where I had my treatments was not fit for purpose, the leather cover was threadbare, ripped and the foam was spilling out. Don't know how you can wipe down foam between clients to minimise covid spread. Not pleasant
Lunch was just as grim as breakfast. Icing on the cake was that it took nearly 30 mins to arrive despite us being the only guests in the dining room. We were glad to leave. I need a spa day to recover from this "experience"
We booked a twin room and a double room for us and our two older children. The decor may be a bit 1990s and some paintwork could do with a spruce up, but the room was clean and spacious. There were no fridges in the rooms, which given the heat last week, would have been nice, but there were tea and coffee making facilities. The bathroom was clean and had a good supply of towels. The bed... well, what can I say, possibly the best I've ever slept in. Huge bed, the most comfortable mattress and enormous fluffy feather pillows. Bliss. The staff at Reception and in the bar/restaurant were lovely, friendly, professional and polite (despite other guests rudeness). We ate in the restaurant on our first night, I can highly recommend the steaks, fish and chips (bar menu) and the Haddock with bean cassoulet. Cheese board and sticky toffee pudding also went down well. The breakfast was hot and tasty, cereal and fruit were also available. Service was impeccable. The gardens are wonderful, a really lovely setting. The only slight criticism is the housekeeping staff may be either in short supply or not terribly pro active. The hallways could do with a hoover and a dust, and we had no tissues (I know, not a big deal!) In our bathroom on arrival. We shall most definitely return.
Overall the staff were brilliant with one exception (I'll get to that) very friendly & welcoming. The hotel is set in some nice grounds.
No toilet paper in the room on arrival, Daughter found her bathroom "guarded" by a large slug & TV aerial was shredded, so useless.
The Very Ugly:
We ordered a High Tea for an 85th Birthday to include some Vegetarian Guests, this was "forgotten" even though it had been arranged many weeks in advance. Finally, remember the one exception ?
Seems it was too much trouble to sit on the Terrace for Breakfast because they were busy !
Spent a lot of money, very poor return on investment & will not be going back.
More fool me !
This hotel is 2 star at best the deluxe rooms I booked were dirty and very outdated having not been updated for at least 10 years . There were no deluxe touches such as coffee and tea facilities that were filled daily no glasses in the room for drinking no bath robes no slippers no face cloths in the bathroom. I booked 2 rooms and we had a dirty face mask left by one of the cleaners this made us all feel vivid safe. It took 40 minutes to get a drink on arrival as it was the hottest day of the year we were all very thirsty. Breakfast took so long to arrive we missed our spa time over 1 hour for a cold English breakfast which arrived before we had got our cereal they just took it away and brought it back later we left most of it as there was no manager to complain to. Evening meal was no better what chef cannot cook a steak properly basic stuff we sat there every mealtime waiting to be told what they hadn't got and there was a lot of basic stuff orange juice, marmalade, choice of yogurt, pastries the list goes on if you are running out of something go to your nearest Tesco's so customers dont suffer again basic management. The good points were the spa this was very well run but that doesn't make up for such a poorly run hotel this has definitely put me of booking with Macdonald hotels again.
This 4 star hotel carries some reputation;and we had booked to treat ourselves having missed out on two “big birthdays” during Covid-19 lockdown We weren’t disappointed with the AWESOME staff at Vital Leisure Club & Spa The facilities are excellent!;good sized pool with steam room and sauna Thermal Suite was a piece of paradise..sensory experience and calm vibe also We had pre-booked hot stone massages as spa treatments each,and they were super!
Disliked · We were very disappointed however with the way we were treated at the hotel accommodations side of things. The team at reception were tardy,unprofessional and unhelpful at best and at worst we felt disrespected and quite honestly it’s been a long time since I was the tail end of very,very poor customer service! We had arranged an early check-in at 2pm..we dutifully arrived 10mins late and were redirected to the bar lounge as the scanty explanation of “room isn’t ready!” Was the reason..ho hum ! We enjoyed some lunch (at extra cost to us) and returned to reception at 3pm where we were met with 1 very flustered reception staff member called Kate;there were at least 12 couples waiting in a limited space in front of the desk..no social distancing though we all wore masks It was reminiscent of queuing for a delayed flight and the general ambience was tense and irritable Kate said the room STILL wasn’t ready,blaming “late check outs!!” I asked whether they had an unexpected number of guests on arrival that day? And I asked were ALL the previous guests “late checkouts” as I was trying to understand how a prestigious hotel can get it soo wrong?? She retorted “you try banging on guests doors to get them to leave!” At which point I was lost for words. My partner David and I were concerned we would be missing out on our Spa treatments & use of leisure club (prebooked in time slots for Covid-19 safety) We asked for our bags to be returned to us from behind reception and very unhappily made a dash for the leisure club to try to redeem some peace n quiet that we had expected from the onset of our Spa overnight stay! The spa staff were completely understanding of our concerns and looked after us,accommodating our bags whilst we attempted to unwind 5.30pm we were allocated a room We were subsequently pleased with the quality of room etc but I’ve never been soo disgusted at how we were treated and spoken to by the hotel reception team What a shame!!