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 .

We booked a 3 hour spa experience (I wouldn't call it a spa day really), and started with the outdoor hot tubs. To my surprise, I loved being outside in the woodland on a chilly December day, with a family of peacocks pottering around right next to us. Very relaxing. We got out just before it got dark as the fairy lights in the trees were due to come on, but that would have been pretty. My aromatherapy masseuse was Angela, who did a very professional job and I enjoyed it thoroughly. The chill out spaces are very dark, dramatic and atmospheric. The 'light lunch' was very light indeed and disappointing. The locker locks need sorting. Ruthin is also a good spot for gift and craft shops, and easy walking distance.

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!

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 confirmed.by 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 .

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.

Booked spa day vouchers on line which was fine. Coming to then use these vouchers was a complete farce. Rang to book and was told to email the spa. Emailed and was given dates available asked to book a date that was available. No reply for a few days emailed again to ask if they could confirm the booking. Eventually I got an email back asking to provide a telephone number which I provided. No call! Assuming it was booked I rang to confirm closer to the time as no more communication from hotel to be told it wasn't booked. Great!! I then asked for a refund as this was poor service again told to email and it will be passed onto "The management" I then had to chase 2 days later as again no reply from the hotel. Eventually got a call asking for card details to refund the money. Still waiting for a response from "The Management" very poor service. I would bother wasting your time booking anything with this hotel. If they can't get it right from the start you are in trouble. I spoke to another spa retreat in the North Wales area after and they couldn't do enough for me.

Avoid !! Was given buy a gift voucher for spa day and 2 treatments for 30th birthday booked 4 weeks ahead and turn up book in (no said anything). then at my time to start my first treatment to be told sorry no one to do it and can’t do it. Ask if I could book for another day didn’t have a clue and ask me for my number but never called me back. Sent 3 emails with a official complaint - no response. No one ever answers the phone. The walls and roof are covered in mold and smell. Really bad experience and ruined birthday. Avoid avoid !

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!

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.

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!!