I stayed here with a friend for an overnight spa break booked through lastminute.com. The receptionist on arrival was polite, cheerful and really helpful. Our room was really nice, modern and really clean. The bathroom was spotless and looked like had recently been refitted. We had a double bed and single bed in the room which was great, flat screen tv, dvd player, good choice of drinks and complimentary toiletries. I was pleased and surprised to get a bottle of water too as had forgotten mine!!
We went to the spa, which was really nice. The girl on reception there was helpful too, and showed us round. Although the poor girl had hurt her back and was struggling to walk and some of the leisure team (who we later saw show someone else round) watched her struggle. We had a really nice relaxing few hours there. It was nice that the spa wasn't too busy despite it being the week after Easter and still the school holidays. Was nice and clean in spa and lots of free herbal teas to choose from. The treatment (deep tissue massage) we both had were lovely - sore but worth it to be rid of knots! It was also nice to get the full alloted time, lots of places include you getting changed as part of your time, but not here so that was a real plus.
We also used the pool in the leisure area. There was a lane marked off to swim in, and the pool was busy with kids as was Easter Holidays. I have no problem with kids in there or it being busy, although they kept jumping in the swimming lane and playing in there, no lifeguard / leisure team member (or parents!) told them to move so they had to be swum round.
There wasn't a toilet in the spa (that we could find) so we had to go through to the changing rooms of the pool area. The floors in here were dripping wet, my local council pool sweep theres on a regualr basis - these were like this the whole 3 hours. They were full of screaming kids running around, kind of undid some of the relaxing we had done considering we had come on a spa break to escape kids!! Both of the toilets in the ladies changing rooms had faeces smeared all over the seats so to me were unusable. The staff with leisure team tshirts on just seemed to spend the 3 hours we were there sitting chatting to each other rather than actually do any work.They appeared to be the only staff members at this hotel who let them down on customer service as all other staff seemed to be attentive and helpful - and doing a job.
Dinner was really nice and the staff friendly. Although we were the only people in the restaurant who didn't get given a bread roll, and quite a few people were served before us despite us coming in some time before then. We also asked for tap water and never got it. The food was nice though, generous portions and carvery food was topped up regularly and was tasty and hot. Deserts were chosen from a selection in cabinet, and these were nice too with good choice.
We however did have an awful nights sleep, the beds were comfy so no complaints there. Our problem was despite it having snowed most of the day on and off, the room was boiling all night and the radiators had been off all day so no idea why! At 2.30 we ended up having to have the window wide open and still were hot so didn't get much sleep at all.
Breakfast was really good, loads of choice and really well cooked and hot.
Overall, despite a bad nights sleep and a few niggles (and dirty toilets!) we had a lovely stay, I would recommend this hotel and spa break to people as it was great value for money and we enjoyed ourselves.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you very much for taking the time to send us such a detailed account of your stay - we always find them very helpful to know where we get things right and where we can improve. We do franchise out the management of our health club & spa and so your comments regarding the leisure team being the only staff who in your opinion, let us down customer service wise, we can assure you will be immediately taken up with their manager - thank you.
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You also mentioned that your bedroom was very hot - we can only apologise about that - the rooms have only just been fully refurbished and we were made aware after the first few days of use that there was a problem with the heating in bedrooms in that section of the hotel - and was immediately fixed by our maintenance team.
We were pleased that you still felt overall though that your stay with us was great and you will certainly come back to stay with us again. Thank you and we look forward to welcoming you back soon.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.