We stayed here through a virgin experience as a one night spa break.
First up, this is a wedding venue with rooms to stay, it's not a hotel as such and the spa is limited although the do try very hard!
On arrival we were greeted by the front desk staff who told it it wouldn't rain today and not to worry about the 200m walk to then room, as we stepped out into the torrential rain there was no offer of an umbrella and the irony of his saying " it won't rain today" as it hammered down on the conservatory seemed to be lost on him.
We were in room 15 which was frankly pretty small, dated and poorly fitted. I couldn't stand in the shower as the roof height was too low (I'm 6ft 2). The room smelt musty the road noise from the m5 was very noticeable!
As we were there for the spa, off we went. Our room was about as far away from the spa as you could get but at least they had covered walkways! The spa staff were very nice and professional, they have tried hard with the spa but it's really to small for the amount of people they have, the hydrotherapy pool would be crowded with more than 6 people in, the sauna is a cupboard, the relaxation chairs are in reception with people passing all the time.
The outdoor hot tub was nice but again, you wouldn't want to be in there with any more than 4 people absolute tops and even then that would be "cosy"
The treatments were very good, no complaints about them and the staff really were very good but feel let down by the facilities!
As for dinner.... The "restaurant" is in a large room which would be the wedding reception room. It's far to big to be personal for a restaurant. The bar would work if it was a wedding reception but to have a pre dinner drink, it was like you were sat in a waiting room! Barman said they had no Guinness so I shared the bottle of white wine.( which was nice but sadly the only one they had)
There was a distinct lack of staff in the bar / restaurant. (One on the bar, one serving tables, there was about 15 tables in the restaurant) it did take some time for orders to be taken but can't blame the one person service of that! They need more staff!. Asked for a bottle of wine from the list to be told they also didn't have that, of the wine list they appeared to have only the house white and red... What's the point of a wine list of you don't have any of he wines on it!?
Food was reasonable at best. Starters were ok. (Chicken and walnut salad and wild bore terrine) but mains were mire Frey bentos than home made steak and Stilton pie.
No chance of a desert as the person serving left the menu's but then forgot to come back and seemed not to want to catch our attention!
Knowing the bill was against our room we have up after half an hour and walked out!
Again, can't really blame the staff, there simply were not enough of them, speaking to them staffing has come done from chef, kp, 2 x front of house and a Barman to current staffing of chef, Barman and one front of house. The were taking turns to help the chef, serve food and serve drinks. We heard 3 other tables complaining about food and service when we were there.
All in all, it's not a hotel, it's front of house staff are good but it's trying to be something it's not and they were simply not able to cope with the (low) numbers of lack of stock! Will not be going back, nor recommending and will be emailing virgin to suggest they review it as a venue to offer as one of their experiences.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I truly regret that your experience with us was so disappointing. This does not reflect our usual level of customer service and it is particularly concerning since you visited on a quiet day. You can be sure that we value this feedback and will certainly be acting upon it to ensure a much better experience for our guests.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.