I have visited the Norwich Inn and spa on several occasions over several years… It has remained consistently charming… The end went through a remodeling a few years ago, which brightened the lobby and dining room, making them both even more engaging… Services at the spa have been excellent, and administered in a timely and efficient fashion… if you were to go in the spring or early fall when the deck is open, that is another engage in place to have lunch or dinner… I recommend the Norwich Inn and spa with no reservations
The Spa at Norwich Inn is a good place for people who want to get a massage . They have great service. You don't have to wait too much and if you have booked in advance, you will be served immediately. Don't worry about early booking via email because they will respond very quickly.
What a DISAPPOINTMENT! This was my second (and last) trip to the Norwich Inn and Spa. The body wrap treatment itself was lackluster but that’s on me for trying something different. It’s was expensive and the final bill reflected a total much higher ($193.02) compared to the price advertised when booking ($155). The staff at the spa entryway showed zero interest in doing anything more than checking in customers or making the experience worth the price. Upon checking in at 4PM, our room was not ready, so we went to spend time with friends in their room, and noticed it was very warm, 79 degrees according to the rooms thermostat. We called guest services and were told that the AC for the entire property had been drained that afternoon and there would be no AC. The handling of this debacle was poor. We were told everyone else had to deal with it too and they’d send a fan up. The fan didn’t come until we called a second time 90 minutes later and two be clear we had 3 rooms and were given 2 fans. One of the members of our group was able to negotiate a bottle of house wine per room as meager compensation. Finally able to check into our room my friend and I were eager to shake off the afternoon and take nice cool showers but unfortunately we had another surprise waiting for us in our room. It was not the promised bottle of wine but a clump of fecal matter on our toilet. To be clear this was not IN the toilet, it was ON the toilet exactly where ones leg would rub up against be they were to sit. Called the front desk and was told housekeeping would come clean it, no apology, no empathetic response just a curt “housekeeping will come up”. Housekeeping did come up and had a more appropriate response, apologizing and of course cleaning it. Upon a trip to the front desk we were told that we’d be compensated at checkout. Move on to a delicious dinner followed by a good breakfast. The service staff at Kensingtons was good, definitely more hospitable than our experience with the spa and inn staff. Checkout time; looking over the bill we immediately see that no compensation for the bathroom grossness. Upon further questioning were briskly informed we were “given 3 bottles of wine for that”. I’m sorry what? The bottles of wine were agreed upon BEFORE we even checked into our room and by a member of our party who wasn’t even staying in our room. It was a meager compensation for the 80 degree rooms. After much discussion with front desk staff, during which we heard a handful of other unhappy patrons coming and going to dispute charges and note issues, we were told they would take off the up charge from the previous nights dinner. It’s was a $13 up charge. No thank you. More haggling and our breakfast was also compensated. After leaving this weekend I am taking with me the much disappointment. This was a weekend that was intended to destress but caused more than it relieved. At every turn we were met with poor attitudes and felt as though we were causing them a hassle. We were even asked for proof of the bathroom mess. Thankfully we had a photo but why was that even a question! I was hoping to book a ladies family get away weekend here upon checkout but honestly I couldn’t get out of there fast enough and have absolutely no plans to return.…
I recently had the pleasure of coordinating a business meeting at The Spa at Norwich Inn. From start to finish, everyone at The Inn was a pleasure to work with and went above and beyond to make sure that everything ran smoothly. All of my attendees raved about the food and their accommodations. The meeting room was perfect for our needs and even had a wood-burning fireplace to make our Executive Retreat more pleasant. Whether you are traveling for business or pleasure, The Spa at Norwich Inn would be a great choice. I hope I have the opportunity to return very soon.
We didn’t stay, but used the spa a couple times before. The locker room is a mess – more like something you would expect to find at a YMCA. (Yes I know it’s under construction, but then the price should be adjusted.) There were three people in the sauna – which made it impossible for me to sit or lie down. The hot tub really wasn’t very hot – honestly, I do not know what my $20 resort fee was for. (The massage was perfectly fine – this is all about the amenities and the environment.). The prices are the same as luxury spas in AZ Biltmore, Fairmont, Westin, etc.), but the product you’re delivering is far from upscale
We were in Norwich for an event and stayed at the Spa at Norwich Inn. The front desk staff was friendly and helpful with check in. Being as we weren't using the spa, and would be out of the room except to sleep I booked a standard room. Had I known the rooms were so small I would have opted for something a bit bigger, but it worked just fine. The room was clean and the bed quite comfortable. It was disappointing that we were not advised when we checked in that coffee was served off the lobby early in the morning. We discovered it the morning we were checking out. There was plenty of parking and the Inn is located in a quiet part of Norwich, so there isn't much close by.
It seems that the place has a management problem. 1- people at the front desk of the spa and the hotel are unfriendly and seem to be annoyed at all times. You don’t feel welcome at any times. 2- the place is not well maintained, if not cleaned properly. 3- prices are overrated : $90 (including a tip that is mandatory) for a so called 50 minutes pedicure that last really 30 minutes with a 2 minutes foot massage. 4- lastly but more importantly there is a mold issue in the hotel that needs to be addressed. I am allergic to mold and suffered a terrible headache during the entire stay. It is a health threatening issue that cannot be ignored.
This review is for the front desk receptionist, Tessa, and executive director of The Spa at Norwich Inn, Tim. This is also for poor follow-up communication by HR and other individuals who stated they would contact our group. Our group of 4 arrived at 1pm on a Saturday and checked in at the front desk with Tessa (as you can use the facilities prior to room check-in). She was initially helpful, and said she would call us to let us know our room was ready at 4. We did not get a call, so at 4:30 we returned to check on the status of our room. We waited another 20 mins to get our room info for the villa package we booked. V helped us with our bags (he was great). We arrived at the villa room 221, and the room overwhelmingly smelled of marijuana as soon as you opened the door. We called the front desk to let them know, and whoever we spoke to on the phone in that moment said they were fully booked and could not move us. They sent maintenance with an air purifier, but said it would take 45m-1hr to even start to have an effect. We then went back to the front desk on our way to the spa (V was also very kind to advocate for us as he had helped us bring our bags in, and then alerted the staff to how heavy the smell was). No one in our group was angry, raising their voice, or disrespectful. Despite being told that they were fully booked, another front desk receptionist was able to put us in a room at the Inn instead of in a Villa, and (at our request) provided us with a mini fridge for the room and two rounds of drinks at dinner. We were happy with the resolution. The front desk associate then asked Tessa to get us the keycards. While standing and waiting for our new room card, Tessa said “So come on, you're telling me you guys have never smoked weed? Not even one time? You all look pretty young". No one responded at first because it was so out of the blue, and when one of us stated "I don't see how that's relevant to the situation at all", Tessa then responded "She just doesn't wanna say it, but that's a yes" instead of stopping or apologizing. It was unbelievably unprofessional. The insinuation seemed to be that we should be fine with the Villa and deal with the smell because of some expectation that we had smoked before, and that we were making an issue out of nothing. The next day at check-out we brought the situation up to discuss it with the executive director Tim (at Tessa's direction, as she dismissed one of our group members when it was brought up at check-out - again, not in an aggressive way, just to let her know that it was uncomfortable. She told us we could speak to the director instead of her). He did not alleviate our concerns nor take steps to rectify the situation in the moment- he seemed surprised that there was any issue. He then offered a free spa treatment for our next visit, but the offer was not compelling enough for us to come back after how it was handled. Our hope would be that the quality of service at the Spa and Inn would match the price you pay to enjoy a "luxury weekend". We, as new guests, were put off by the remark and nonchalant attitude when we explained that it was uncomfortable and unprofessional. A member of our group has since called and left several voice messages with the general manager who has not returned any calls. She also spoke to HR, who ensured her that the GM and president would be alerted and that HR would call back with some sort of resolution. No one has called and it has been a week since our stay. Outside of our experience with all of that, the restaurant staff were wonderful and dinner was excellent. Maria & Sam (our lunch & dinner/breakfast waitresses) were awesome and very friendly. The room we ended up in was smaller but comfortable and met our needs. Overall we will not be returning for another stay and are disappointed with the quality and customer service.…
First let me preface this review by stating that the Norwich Inn and Spa had been "my home away from home" since 1994. I would visit 2 to 3 times annually, staying 2-3 nights each time. I loved their adage "come in pieces leave whole". It was true for the most part for all of these years. The only complaint I had in the past was the food: the dinners were very sub par and sometimes I would not feel so well after eating them. The spa was fabulous, the people, the grounds, etc. I felt as though I could work there as I knew it so well in time. Well, things have changed drastically . In May, I booked several nights. The inn appears more tired now and things seem more haphazard. Staff has changed, except for some wonderful long term people, such as Andrew, the valet. Most of the therapists are new, there are some old timers hanging on. I had a treatment (very nice), relaxed and then went to dinner. FYI, it was a weekday and I was just one of a few people at the entire place/spa. Dinner was striped bass and following dinner for the rest of the following day , I was very ill. I let the restaurant know and they told me that someone from food safety would contact me. They never did. This really messed up almost my entire next day. I had to cancel treatments, etc. Later on, I went for a treatment (very nice again), went to take a shower and was appalled at the conditions of the showers. Mold was growing all over the walls. I checked other showers and this was also the case. I let the spa people know and the spa manager did come to take a look. This is totally unacceptable and very unhealthy. Let me also state that the rooms are very dated, television does not work well (if you like that sort of thing). Another item that slightly bothered me was that I was on a plan which gave you a breakfast and dinner. When I ordered breakfast and asked to switch from potatoes to fruit, they told me there was a $1.50 upcharge. This seemed quite ridiculous, considering the amount of $$ I was spending over these days, as usual. Very petty, in my opinion.. So small, yet it reflects the new mentality of the inn/spa. The new people who work at the spa desk are pretty unfriendly, I find that strange. The front desk people are meh. One does not get that old "welcoming feeling" as in the past. The people at the boutique do not seem to want to be bothered , except for Amy, who is terrific. To be fair, the therapists are very good and the wait staff really works hard. I contacted management after this visit and heard from the hotel manager. He was sympathetic, however, there really was no solution offered. I found that strange after spending around $100,000.00 there over all these years. I then contacted the general manager, he finally gave me his phone # and I called him, he returned my call, I called him back and then no word. Sadly , I will not be returning again to my "home away from home".…
My friends and I came for a night getaway and each of had a facial the morning we arrived. Wendy was my Esthetician and I would not recommend her to my worst enemy. I have never paid as much for a facial and received such little. She rubbed lotion on my arms, did one stroke on the hands, and put hot stones on the blanket for me to pick up. I did not receive a head massage and the pressure from her "neck massage" could have been done better from a toddler with zero hand strength. Once she was done - which, I paid for a 50 min facial and received a 37 min one - she took me into the women's lounge and left me there. I would never have know this weren't normal at this place until my two friends showed up much later, with their esthetician who was actually showing them where to pick a robe, etc, along with a sheet about the what was actually done during their facial. Each of them had hot stones all over their arms, head massages.... I was appalled - THIS is what I paid for?! It was hands down the worst facial I have EVER received. But it doesn't matter because tip is included in the service so no matter how good or bad your person is, she will still receive a sizeable tip. And this is the problem with the Norwich Spa and Inn. Nobody cares. The front desk at the Inn seems put out by answering any questions you have. They look unhappy and it shows through with their poor customer service. The women who take your robes downstairs have no idea what the policies are for returning robes if you're staying as a guest. Everything is overpriced and tip is included in every service - food, juice bar, etc. So no one works hard or cares. No one is friendly, no one makes you feel like you're special to be staying there. Who cares? They're going to get an inflated tip no matter what. I am literally paying to be spoiled and pampered and not once did you get an inkling that anyone cared or wanted you back. The rooms were old, outdated, and dark....this is a SPA, right? Do not go here, there are WAY nicer places for the money.…
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