The Moat Spa

The Moat Spa, Ruthin: Address, Phone Number, The Moat Spa Reviews: 3.5/5

The Moat Spa
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75 reviews
Very good

Marrakech, Morocco94 contributions
Spa day let down
Booked a spa day for a friends birthday, but instead of returning home relaxed we felt disappointed.

The day should have included a treatment each. However we were informed the night before that due to staffing issues we couldn’t have the treatments. Understandably disappointed, we opted to go anyway when we negotiated a reduction in price.
Whilst I totally appreciate that staffing issues are challenging, and somewhat out of our control, my actual issue is that fact that whilst the staff on duty were pleasant, there was little effort made to make us feel welcome, show us around, or even show us how the facilities work.
Having read previous reviews it would appear that “staffing issues” has been used as an excuse now for some time. Staffing issues can certainly pose a problem but the management is clearly poor at planning given how many customers have been informed the evening before.

We were expecting a robe and slippers on arrival. We were advised that the slippers were “stuck on a shipping container” and so we had no appropriate footwear to wear which was unpleasant given that the hot tubs are outdoors and the stairwell was dirty and sticky. Speaking of the stairwell, I appreciate that an old building comes with its problems, but it smelt like dirty mops and the overall feel was that it was neglected.

Part of the spa day included use of the outdoor hot tubs. No one showed us how to use them and they were set far too hot so we ended up just getting out after a few minutes.

The day was ok but far from the luxury experience that we were expecting. I wrote to the hotel/spa who have ignored me (I followed up my initial email with another to ensure that my original had made it to the right department). I got a response the second time advising that the compliant had been forwarded on to the spa manager.
I’m still waiting for a response so I emailed them again to say I was headed to trip advisor….

The photos sell a luxury spa break but the reality is a big fat let down. I sincerely hope management read these reviews and respond appropriately as it’s a real shame. The castle is beautiful and in such a nice part of the world. It could be a real gem.
Tip:Don’t bother with the spa
Written November 14, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Stoke-on-Trent, UK132 contributions
We had a lovely spa day and will return
Spa Day - we weren’t disappointed!
We will be back

Positives - beautiful setting
Jacuzzis hot and clean
Unlimited tea, coffees and infused water
Treatment rooms and spa areas very clean and new
Treatments and therapists were excellent
Professional staff
Afternoon tea was lovely and included Prosecco or soft drink

Areas for improvement
Ladies changing room needs decorating
Toiletries for use in shower would be nice
Store jacuzzi covers out of sight when jacuzzis in use
Written August 5, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Chester, UK8 contributions
Awful Spa and hotel.
Booked a Spa day with treatments and afternoon tea. After a 40 minute drive to the castle, we arrived to find our booked day of relaxation was a reservation, not a booking?!?

Some of our treatments were moved and we could no longer have them at the time we had booked (3 hours later and separately) - what a lovely anniversary. The lady in the spa blamed the hotel for not communicating and said the spa was totally separate and the hotel hadn’t communicated clearly.

I question why a reservation doesn’t mean ‘reserved’- in Ruthin’s case, it means nothing. You must ‘book’ by ringing the ‘booking’ phone number like we did. 20 minutes of faffing around and we were back in the road and on the way home.

What a farce Ruthin Castle.
Written July 30, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

1 contribution
So disappointed!
Came here for a Spa day with friends! What a total disappointment and waste of money. Lockers didn’t have keys, mud room closed, sauna broken, hot tubs dirty with empty bottles of Coke on the side, staff didn’t know WiFi code, no music or atmosphere, dirty showers…. The list goes on!! Really dissatisfied…. Not worth £45!!
Written June 27, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Patricia Moreira
London, UK2 contributions
Spa(re) the effort
Jun 2021 • Couples
Terrible at replying to emails. Fully booked for two months (we were staying at the hotel and were hoping that some slots were left for hotel residents, but no). So we went to the spa... The door had apparently just broken at the sauna so was not working, steam room was okay, could have been hotter as it is indeed a stream room... no welcoming whatsoever... changing room stank, had towels and used robes on the floor. Our time for the hot tubs came... once again no one showed us around, just told us to take the second one. When we arrived downstairs, the filth on the edges of the hot tub was horrid... literally good just to take some pictures and leave, as it was awful! They have such a potential do do so much better.... no one came to check on us to see how we were doing if we needed anything or even upsell with a bottle of champagne ... like basic things... we had to pay £10 each for a horrid experience (but at least we got some nice photos out of it, I suppose). I asked the member of staff how often they clean the tubs and she replied to me very dismissively 'usually every hour'. I replied stating that was very hard to believe as they did not look clean and she just handed my receipt and turned away. Great customer service?!?
Written June 17, 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Jemma L
Bath, UK5 contributions
Rubbish service at the spa
Sep 2020 • Couples
Rubbish service. I called up asking to book treatments, they said It was best to email. I emailed asking to book treatments, no response so I emailed again. Got a response saying 2pm tomorrow, I replied confirming that was ok, but no reply back. I went into the spa to check confirmation and they said sorry we’re full booked for the whole week we are staying at the hotel and spa. Glad I’m not wasting my money on their rubbish service!
Written September 30, 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Wallasey, UK82 contributions
Badly managed but could be really nice
Feb 2020 • Family
The receptionist seemed to be new. She had no idea we were booked in and kept asking me for proof. I had to give her a copy of bank statement as she dud not believe I had paid .
Shown downstairs to spa and was told treatments were at midday so we used the steam room and sauna. There were also relaxation rooms available . Treatment was lovely and lasted 55 mins. After the treatment we looked around for someone but all staff had totally disappeared and one poor couple has been sitting there for half an hour waiting .
I had paid £39 for ‘use of all facilities’ and the treatment . However I noticed there was an offer advertised for £29 for the treatment, 3 hours of facilities and a cream tea, which seemed more appropriate due to
Lack of facilities. I asked to change to this but was not offered the £10 difference.
Cream tea was a scone and a pot of tea.
We enjoyed our treatment but management need to look at the packages carefully as they differ on different sites and within the hotel.
They also need to liaise with Spabreaks so they know if a customer has paid or not .
Written February 20, 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

tracy s
Liverpool, UK11 contributions
Sublime time spa day
Feb 2020 • Friends
So very dissapointed on monday 18th feb 2020 called ruthin castle to book the above spa day for 4 mums for mothers day treat for saturday 21st march the offer was £29 plus £10 SURCHARGE FOR WEEKEND BOOKING receptionist was supposed to call me back to confirm no response all in all 6 calls were made and finally today 20th feb it was word of mouth only and no confirmation email when i went onto the website it had been updated and all the prices had changed so i called back the spa to confirm i had recieved the original offer only to be told now it was £58
And only if i had a confirmation or evidence would they honour the deal which they knew i obviously didnt coz they never sent it. So i tried to cancel and they asked what could they do to keep the bookings so i asked them to honour there original deal and they said they would speak to the manager and call me back within the hr that was at 15.30 today and they still havent called. Gutted we arranged a whole weekend around this booking only to be scammed and ignored extremely dissappointed.i will update if i get a reply from the castle spa .
Written February 20, 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Samantha J
North Wales, UK99 contributions
Absolute Shambles, don’t even bother!!
The absolute worst experience I have had so far! I had been looking forward to a spa day for months, and finally had an excuse to go to celebrate my other half's 30th birthday, and since the Bazaar spa had just reopened in the castle, I thought I'd give it a go. Boy do I wish I hadn't! The booking process to begin with is an absolute joke. It took me 3 attempts, a voicemail and a facebook message to get through to them. That in itself should have been the first warning sign....but I gave them the benifit of the doubt and thought they might have been busy.

I eventually had a phonecall back to as what I'd like to book, and I opted for the Castle Calmness package which included a visit to the mud room, a 55 minute treatment, a light lunch, robe and slipers and a sauna and steam all for £59 pp during the week. I thought that this was an excellent deal, and booked it over the phone.

Now we come to the day of the spa day. I live half an hour from Ruthin, and we got lost looking for the castle. Very, VERY poorly signposted, to begin with which led us to be 10 minutes late, as we were booked in for 1pm for our light lunch. So I did the poilte thing and phoned to let them know that we were on our way, and that we had just got a bit lost on the way to which the lady on the phone said that would be fine and she'd let the appropriate people know.

We arrived and was greeted by a workman, who led us down to the spa passing some work being done, a lot of tools in the corridor and through a back door which had just recieved a delivery. He said he'd let reception know and someone will be with us shortly. My other half and I sat waiting for 45 minutes, until someone came down to greet us. By this time we were starving and not in a good mood, The therapist then said that our treatments were booked in at 4pm. I explained that we were due to have a light lunch at 1pm, and a treatment at 2pm. We were then told that we could have our 'cream tea' anytime we wanted...I was like 'hold up, it said light lunch not a cream tea!' She then said no, it was a cream tea only, and the treatments were at 4pm, 5pm and 6pm, not 2pm, 3pm and 4pm as I was told. I was then asked for my confirmation email, which I never received. I felt like I was being interrogated and indirectly called a liar by the tone that was being taken. It was safe to say we were not amused by now, especially as it was advirtised as a light lunch, not a cream tea. I'm diabetic, so I wouldn't have booked a cream tea!!! I would have just booked the treatments!

So we left very dissapointed and very upset. Very rude service, kept waiting and the waiting room was unclean. Dust and mug rings on the surfaces and flapjacks on the side not covered up with a glosh! Another lady that was waiting with us also said that she wasn't happy with the service and would not be returning!

I was seriously considering moving my wedding venue to here, going to the wedding fayre and book a few parties here, but this place has complety lost my business now. Lost complete faith in the place, which is an utter shame, as the scenary is lovely. Other people that I have been talking to have also said that they have been called liars, had shoddy service and even had valid vouchers declined. So, if you do go, beware!!!!
Written February 14, 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Liverpool, UK14 contributions
Feb 2020 • Friends
This is a lovely place but is in need of further TLC. Arrived for a 55 minute treatment after calling unsuccessfully all week to check times and treatments. Having eventually got through they had the wrong time down but did call back to rectify after offering us a refund. Whilst in reception at the Spa another couple came in only to have the EXACT conversation. As a result we were unable to use any other facilities due to the time constraint. The staff were lovely as were the treatments. However, the robes were not big enough for some and only came in one size. There was a man at the desk asking for a bigger one not leaving much to the imagination. I am fairly small but the robe was far from large. We were not offered any tea, coffee or fruit. The changing rooms were cramped and smelt of drains. The treatment room had a large bluebottle flying around. The relaxation room was far from sweet smelling too. We had to leave straight after our treatment in order to make our afternoon tea so no time for showers etc. Afternoon tea was good overall. Had to ask for a plate which wasn’t chipped and although shabby chic can be a good look this beautiful place needs a little more chic and a little less shabby. It has the ability to be stunning, such a shame! All in all it was a pleasant experience albeit that it could have been better! Thank heaven for their staff!
Written February 10, 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

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