Let me start by saying that I have stayed at Ruthin before and absolutely loved it which is why we went back, especially as they had opened a new Spa.
We booked a suite as we were there for more than one night, I asked for a room with natural light and we were given the de vere suite. It had a lovely bright modern sitting room and a beautiful bedroom with a claw foot bath in the bedroom and a separate shower and toilet.
The first issue was that there was no wi-fi not a huge deal for some but I had specifically asked for wi-fi, I thought it was a blip and went for dinner. As we had travelled a lot that day we decided that we would have bar food on the first night and then go to Berties the following night when we were more relaxed after my Spa day.
The food wasn't the best, I had three mini burgers which were fine but it said served with iceberg but it came with a limp sliced round lettuce and the chips were so awful that I couldn't eat them, they were like day old refried chip shop chips and had no colour to them at all, I have no idea how the chef managed to achieve this, I did complain to the waiter and he said he would find out what happened and then promptly forgot.
We then went back to our room and I tried the wi-fi again, got on but it said the signal was too weak to pick up. I phoned reception and they said it had been reported and would look into it but I could sit in the bar (not sure if my PJ's would have gone down well with the other guests).
As my partner and I were watching the tv we started hearing very loud peculiar gurgling and banging noises, we put the tv on mute and went to investigate, it was the bath in our bedroom, we hadn't used it but it sounded like it was being emptied, coincidently the reception phoned about the wifi and I asked them to come to the room to hear the bath. They arrived promptly and looked as puzzled as we were, I told them that I really wasn't happy, no wi-fi, noisy bath, broken fridge and no robes, they said they would see if they had another room.
They phoned to say that they would upgrade us to the Prince of Wales Suite which was the best room of the hotel. It was enormous and imposing and very very dark. It had a huge four poster bed in the middle of the room with a bath area behind the bed with a huge tv on the wall so that you could watch tv where ever you were, with a separate wet room and toilet.
Firstly we closed the curtains to find that the tie back hooks fell off in our hands, the toilet seat was very loose and the taps in the sink were also very wobbly.
All night we could hear a knocking and in the morning we discovered that it was the window that rattled in the wind.
In the morning I had a spa day booked starting at 10am with a massage and was told on booking that I could come down anytime after 9 so that I could relax before my treatment. So we got up early so that I could let my breakfast digest. My partner jumped into the shower so I decided to have a bath. I heard a scream, he run out covered in suds saying that all the water suddenly stopped followed by scalding hot water! The remote next to the bath had the battery cover missing and covered with gaffa tape.
Breakfast was continental, bread, meat, fruit, yoghurt etc all very nice, some were complaining that if you want cooked breakfast that you have to pay for it, personally I think that is perfectly acceptable and it isn’t the first hotel that i have been to that does this.
We went back to our room so that i could get ready for the Spa, I was very excited because there was little information about it but it was a new concept in Spa's. I went down to reception at 9.30 and she called the Spa, no answer, she then called somebody on their mobile who I heard tell her that I was too early and to make me a coffee, I was rather taken aback and said I would rather wait in my room as I didn't want coffee before a massage.
My partner was rather surprised to see me back and I said I was a little upset as originally they said I could go into the Spa early. At 10am the lady from the Spa knocked on our door to say that I had been misinformed but the thermal spa wasn't working and that I could still have a massage. I declined, I had been looking forward to my spa day for weeks and the massage was an extra.
I asked for the manager to come to our room as I no longer wanted to stay there.
He duly came, I explained all as I have here, showed him the lack of care in his best room as above and the petals on the floor from the last wedding and the missing light bulbs in the wardrobe, I then asked when the spa had broken and he did look embarrassed and said that the opening had been delayed and the spa was yet to open. I was fuming, no email, no phone call, we drove a long way to Ruthin and this is not what we expected.
The manager said he was sorry and that he would like us to stay, I no longer wanted to be there so said we were leaving. He said that he would like us to come back and that he would send me an email that afternoon (Tuesday) asking us to go back.
This email arrived on the Friday morning (I have removed names):
Sorry for the delay getting back to and it was a pleasure to meet you on Tuesday.
I am very saddened about your stay here at the Castle and like I said to you I would really like for you to return to us in the future and see the Spa open.
When you have a date in mind that you would like to return please do contact me and I will make sure that we arrange everything for you.
Director of Revenue Development
I have to say in conclusion at this moment in time I would not return but if I do return I would want a basic room as upgrading is a waste of money. The lack of communication is what I found most upsetting; the receptionist said that I should have received a phone call about my spa day two weeks before. I think we had an unlucky trip. The grounds of the hotel, which we didn’t get to go around this time, are a real treasure.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.