Over the past year I have visited the spa at Norton house a few times and recommended it to everyone as I just loved it, the facilities are lovely so as part of a trip I had planned over the easter weekend I thought it would be amazing to stay here as I had loved the spa so much and thought the hotel would have been to the same standards.......hmm not to sure about that one. I understand the spa is a new addition to the hotel so its more modern but when we arrived and went for drinks we sat in the conservatory bar and it was so tired and lifeless there was stains all over the blinds and it wasn't anywhere near what I was expecting. On checking in we were shown our room door but that was it! When I stay in 4* establishments I expect to be shown in to the room, bags carried and told exactly how to work things, what time breakfast is at etc all the things you like to be informed about. I know it tells you all this information in the welcome pack but a little attention from staff to customers wouldn't go a miss. The room overall didn't exactly have the wow factor either apart from the huge tv, the bathroom was tiny! I felt I was more in a cheap travel inn than a 4 star hotel? After check in we headed for the spa, asked for towels, robes etc which they don't provide for you unless your a day spa! Another thing that could have been mentioned to us when checking in. I understand the spa was heaving due to easter weekend so we didn't spent that much time in there so decided to have lunch in the spa lounge area, two of the people in the group had bacon rolls said they were bone dry and tasteless at £6 or £7 a roll it was a rip off! Later on we had dinnner in the brasserie and wish we had ate out. Complete rip off again at £150 for the bill for 4 people when we only had mains and desert and a couple of drinks, food was tasteless, the £25 steak was fatty which you don't expect at that price. Over my trip I had visited alot of great restaurants with amazing food which I didn't mind paying as the quality was so high but when your paying alot for tasteless food it left me very dissapointed and wish we had spent our money elsewhere in edinburgh. All in all I won't b recommending norton house hotel to friends. And thanks to the parents that let their darling children run the full length of the corridor outside our room at 7.30am!!!!great wakeup call!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I am grateful to you for taking the time to express your views on Tripadvisor after your stay with us in March. I was disappointed to read your comments but it is very important to me that we know when we didn’t get things right. The conservatory lounge is a lovely bright airy space and as such, does get heavily utilised. Over the next couple of months we have agreed a plan for some investment into this area. We have a variety of different room types in the hotel from Classic Rooms right up to our Suites. The room type that you occupied was fully redecorated recently and I think these rooms are of a great standard but, I agree, they do not have the biggest bathrooms in the hotel. I am sorry that you were not shown to your room correctly. We do have set standards for this and information which should be chatted about on the way to the room. It seems that this did not happen properly for you and I do apologise for this. I am a little confused as to the price you have suggested for the bacon roll in the Club as our prices are well below that point but it does not take away from the fact that your friends found them to be dry and tasteless. I have discussed this with our chef. In our Brasserie, we do endeavour to keep our pricing competitive and we offer a variety of individually priced items. Obviously, steaks will be at the top end of the spectrum but, again, I apologise that you were unhappy with the amount of fat. Thank you, again, for posting a review; it is only with constructive points such as these that I can continue to improve the hotel’s performance.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.