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“Great stay BUT couple of let downs”

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Rookery Hall Hotel & Spa
Ranked #1 of 5 Hotels in Nantwich
Certificate of Excellence
England, United Kingdom
Level 6 Contributor
111 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 91 helpful votes
“Great stay BUT couple of let downs”
Reviewed April 6, 2014 via mobile

I would have given this place 5 stars but we had a couple of niggles so it only gets 4.
Its a beautiful place, the spa is lovely, staff attentive and the treatment i had was lovely. Great place to relax.
We had asked for an early check in which we do understand is not guaranteed but we didnt feel any effort was made to try and accomodate it, we were just told no its not ready, come back at 3pm. Fair enough its only an ask andnot a given. When we did get in Our room was lovely and clean. Loved the tv in bathroom and cheshire cat.Only niggle here was we had a bottle of champagne pre-ordered which was in the room but they hadnt provided any champagne glasses! We had to ring reception to get some.
We went to the bar while we waited for our room to be ready and this is where this place lets itself down. We bought some drinks and settled down but about 10 mins later a wedding party arrived. There was no seperate arrival room for them so they all came into thebar. Gone was our quiet drink. Instead we were literally pinned against our seats with peoples bums in our faces, getting hit on the head with handbags. This really ruined my afternoon. When you are paying £10 for aglass of wine its not what you want. Im assuming theres a wedding every week so this would put me off going back. Hotel management you need to sort this out!
Overall a lovely place, and food in restaurant and breakfast was top class. But wedding parties need yo be accomodated somewhere seperate when they arrive.

Stayed April 2014, traveled as a couple
Helpful?
2 Thank chrisi2007
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
StephenFearnley, General Manager at Rookery Hall Hotel & Spa, responded to this review, April 16, 2014
Dear chrisi2007,

Thank you for your review following your recent visit.

Thank you for your kind words about the spa, the team and I’m delighted you enjoyed your treatment.

It is very difficult to accommodate early check in requests especially as this all depends on how busy we were the night prior and the time of your arrival.
I do apologise that you felt that no effort was made to meet your request, I have shared your feedback with our Reception team.
For other guests who may read your review, we do welcome all guests to arrive earlier and use the Health Club & Spa facilities prior to our check in time on the day of your arrival.

I’m delighted that you liked your room allocation especially the ‘tilevision’ in the bathroom. I’m sorry that no champagne glasses were provided with the champagne. I have spoken with our Head Housekeeper who sends her personal apologies to you also.

I am sorry that your afternoon was ruined by the arrival of the days wedding party. We do host weddings most weekends and on arrival they do come to the old hall of the hotel for their reception drinks and for photos. They are usually in the main house for a couple of hours before they head to our Nantwich suite which is in a separate part of the hotel for the wedding breakfast and evening celebrations.

I will be speaking with our bar and restaurant team on the back of your feedback as we are aware that other guests staying with us may feel restricted during this time, which is why we offer another room for you to enjoy your drinks in a relaxing environment. We also have the café bar which is situated at the Health Club & Spa.

I’m sorry to hear that this would stop you from returning to the hotel especially due to your lovely comments regarding many other elements of your visit.

Thank you again for your review.
Kind Regards,

Stephen
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  • Location
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Traveler tips help you choose the right room.   Room tips (451)
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English first
Stockport
Level 6 Contributor
106 reviews
45 hotel reviews
common_n_hotel_reviews_1bd8 60 helpful votes
Reviewed April 5, 2014 via mobile

We stayed for a one night weekend break.Arrived early and used the spa?Gym is small but OK the steam room pool and hot tub great.More beds are needed as you felt as if the Germans had arrived as everything had a towel on it but no people as they were saving the beds whilst having spa treatments.Room was fantastic clean bright and a great bed.Turn down service was first class and the staff brilliant every member we met knew are names.Dinner was a little slow however the food was fantastic easily Michelin standard.Breakfast again excellent service and quality of the food excellent local produce cooked well what more could you want.Overall a first class experience we cannot wait to go back

Stayed April 2014, traveled with family
Helpful?
2 Thank DrWhoStockport
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
StephenFearnley, General Manager at Rookery Hall Hotel & Spa, responded to this review, April 16, 2014
Hello DrWhoStockport,

Thank you for sharing your review on Trip Advisor following your weekend stay.

I am pleased that you had the opportunity to use our Health Club & Spa facilities whilst staying at the hotel.

We are currently in the process of reviewing the number of loungers around the pool area and we are looking at ordering some new beds as we are aware that the area gets very busy especially at weekends. However we do have to take into account Health & Safety requirements which limits how many beds we can have around the pool area.

I’m delighted that you enjoyed your room and also thank you for the recognition you have given to our turndown service.

I’m delighted that you enjoyed your dining experiences with ourselves both at dinner and at breakfast.

We cannot wait to welcome you back.

Best Wishes,

Stephen
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Manchester, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed April 3, 2014

Very nice hotel with friendly staff. However I feel like it was over priced for what we received. The service was nice, food was fairly good. Nice variety on the menu. Again the only downside was the prices.The hotel was brilliant otherwise.

  • Stayed January 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank JannetCollis
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
StephenFearnley, General Manager at Rookery Hall Hotel & Spa, responded to this review, April 16, 2014
Dear JannetCollis,

Thank you for your review following your recent visit. Thank you also for your kind words about the hotel itself and the friendly team that we have.

It is a shame that we didn’t get the opportunity to discuss the details in your review prior to your departure as I would have been interested to know what element of your stay you found to be over priced.

Thank you again for your review.

Kind Regards,

Stephen
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Wirral, United Kingdom
Level 2 Contributor
9 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed April 3, 2014

What more can we say. Polite & efficient Staff.
Dinner was delicious & the Steaks cooked to perfection. Plenty of staff in the Restaurant, which unfortunately did not transfer over to Breakfast where there was a wait to be served & not as efficient as the evening staff. Perhaps more Staff should have been available. Although, again the food was of good quality.

Room Tip: Stayed in an Executive/Superior Room in the New Building/ Extension & there was no adjoining cor...
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  • Stayed April 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jackie F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
StephenFearnley, General Manager at Rookery Hall Hotel & Spa, responded to this review, April 16, 2014
Hello Jackie F,

What a wonderful heading to your review – thank you.
Thank you also for sharing your experience following your recent visit on Trip Advisor.

Thank you for your kind words about the team. We are very lucky to have polite and efficient team members.

I’m pleased to read that you enjoyed your evening meal.

Please accept my apologies for the wait you encountered at breakfast. I’m glad that this did not impact on the quality of the food that was served to you.

I look forward to welcoming you back in the future.

Best Wishes,

Stephen
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Stoke-on-Trent, United Kingdom
Level 3 Contributor
10 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed April 3, 2014

We stayed at Rookery Hall just for one night through an offer with dinner advertised by Handpicked Hotels. We requested a room in the old house and were pleased we did when we were shown into November room; large, comfortable, with double aspect over the gardens (far reaching views of the Cheshire countryside), large traditional-style bathroom, with huge bath and shower...we could not have wanted for more. Dinner was an absolute delight, delicious food, perfectly cooked and excellent service. Breakfast too was top notch, cooked to order full English and also a great selection of fruits and breads, plus excellent and friendly service once again. Would thoroughly recommend Rookery Hall to anyone wanting a quiet night away to unwind.

Room Tip: Ask for a room in the old house with garden views
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  • Stayed February 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank GlobetrottersLAM
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
StephenFearnley, General Manager at Rookery Hall Hotel & Spa, responded to this review, April 16, 2014
Hello GlobetrottersLAM,

Thank you for your lovely review following your recent stay with us.

I’m delighted that we were able to accommodate your request for a room in the old house. The November room does have some wonderful views of our gardens and the Cheshire countryside. Perfect view, to wake up to in the morning.

I’m also very pleased that you enjoyed your evening meal and that the service was excellent.

It sounds like you had the quiet night away that you were wanting.

Please do visit the Hand Picked hotels website for future packages that will be available within our collection of hotels.

I hope we have the opportunity to welcome you back in the future.

Best Wishes,

Stephen
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
london
Level 4 Contributor
29 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed April 2, 2014 via mobile

This is our second review for Rookery Hall and if you read the first one you will see how pleased we were with our stay. That is why we squeezed a 3 night stay break as an anniversary treat in our busy schedule.
Good points are hotel is located in such stunning grounds, food is still superb and the whole atmosphere is restful.
However, after recommending this hotel to many friends and relatives, we were sadly disapointed by a few things.
Upon our arrival (on 30th March late afternoon) we were supposed to get a free bottle of wine as a part of the deal that we paid for. It was not presented in the room and we had to ask the reception a few times to recieve it. The lady at the reception ignored our request and made us feel uncomfortable about asking for it. It was very much different than our first visit where we were presented with fresh fruits as a welcoming gesture.

We found the room to be very dusty, again very much different than before. The dust gathered everywhere, from bed side tables to bathroom surfaces and it simply did not feel as fresh as it should.

We loved the idea of being able to watch movie DVDs in the evenings. However, this time remote control and dvd player was
not working properly. We asked for somehelp to fix it or change it. Unfortunately we were told to press some buttons manually, instead of using the remote, which
meant we were not able to control the volume, pause or rewind etc..I was suprised they did not attempt to sort it out and replace the remote or the dvd player during the whole stay! It could be as easy as replacing batteries but attitude was 'deal with it'.

The toileteries in the room were
nice however none of them were replaced the next day. We did not bother asking for them but found it a bit odd.

Breakfast was lovely like before, great selection of high quality food. However the stuff was absolutely shocking. They could NOT manage handful of tables, treated us and other
tables like we are invisible when we requested something. Really need a much better management! We had to ask for tea maybe 3 times every morning and it arrived by the time we finished.
We had dinner by the bar one evening. Our waiteress (blonde, a bit chubby young lady) who served us lacked good
manners. When she brought the food, she almost threw it on the table and rushed back without saying a word. We did not have a second to ask for salt and pepper even! We called out and she ignored. However, she was very giggly and attentive to the table behind us! The young barmen at the bar was kind enough to apologize for her and serve us himself.

Spa was absolutely packed in the afternoon so we worked out to use it before. Changing room area was very dirty, especially the floor!

These are all minor issues however they were enough to think twice to book another break at Rookery Hall. The gorgeous hotel with lots of good ammenities, excellent grounds and fantastic food..It is all there.. However,the stuff has to be working much much better than this otherwise the rest does not mean much. I really hope the management can address the issues where they can improve so we could look into going back again.

  • Stayed March 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Countmypearls
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
StephenFearnley, General Manager at Rookery Hall Hotel & Spa, responded to this review, April 16, 2014
Dear Countmypearls,

Thank you for sharing your review on Trip Advisor following your return visit.

Thank you for your kind words regarding the grounds of the hotel and also that you still find the food to be superb.

Naturally I am sorry to read the remainder of your review as this most certainly is not the experience we want our guests to have. On this note please accept my sincere apologies to you regarding the issues you encountered during your visit.

We are always very receptive to guest feedback even when it is uncomfortable to do so. I would also like to apologise that during your three night stay or prior to departure that we did not get the opportunity to talk with you personally regarding these issues.

I do hope that you won’t allow this visit to stop you from visiting us again especially after you enjoyed your first stay with us so much.

If you do decide to return in the future please contact our Duty Manager Jess Fletcher jfletcher@handpicked.co.uk who will personally take care of your reservation for you.

Kind Regards,

Stephen
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Leeds, United Kingdom
Level 5 Contributor
62 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed April 2, 2014 via mobile

This is a lovely hotel....not too many rooms so really feel like you get personal service...Rooms lovely, food fantastic (especially breakfast choices!), setting gorgeous, spa clean and relaxing and service throughout the hotel fantastic. All staff go out of their way to be friendly and helpful. The bedrooms have everything you need and you can even order the pillow of your choice! I would say this hotel is more suited to those without children which is great when travelling as a couple and wanting a peaceful romantic break away.

Stayed March 2014, traveled as a couple
Helpful?
Thank L33WAK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
StephenFearnley, General Manager at Rookery Hall Hotel & Spa, responded to this review, April 16, 2014
Hello L33WAK,

Thank you for sharing you review on Trip Advisor following your stay with us.

Thank you also for your kind words regarding all aspects of your visit, especially the recognition you have given to the team.

Breakfasts at Rookery Hall are a fantastic way to start the day with a large cold buffet selection and a cooked to order hot breakfast menu served to your table.

The pillow menu is a lovely little added extra which is very popular amongst our guests.

We look forward to welcoming you back. Thank you again for your review.

Best Wishes,

Stephen
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Rookery Hall Hotel & Spa

Property: Rookery Hall Hotel & Spa
Address: Main Road | Worleston, Nantwich CW5 6DQ, England
Phone Number:
Location: United Kingdom > England > Cheshire > Nantwich
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 5 Hotels in Nantwich
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Rookery Hall Hotel & Spa 4*
Number of rooms: 70
Official Description (provided by the hotel):
Built in 1816, Rookery Hall Hotel and Spa is a four AA red star, Grade II Georgian Hall situated close to Nantwich in Cheshire. Part of the Hand Picked Hotel collection Rookery Hall is set in 38 acres of private gardens and grounds offering a selection of 70 well-appointed bedrooms and suites, extensive meeting and event facilities, a Health Club & Spa and a 2 AA Rosette Restaurant. The Health Club and Spa is set adjacent to the main hotel and offers a variety of luxurious treatments with seven treatment rooms, manicure and pedicure suite, Rasul mud therapy chamber, waterwall sensory relaxation room, glass roofed 17 metre indoor swimming pool, fully-equipped gym, fitness studio and a Cafe Bar. Rookery Hall's spa is recognised as one of the top residential spas in the country and offers a full range of spa treatments by expert therapists using the Elemis product house. Rookery Hall Hotel and Spa was initially awarded 4 AA red stars in 2013 and has retained these for 2014 and 2015. The hotel was also awarded Hotel Restaurant of the Year 2014 at the Nantwich Food Festival and Solo Spa of the year 2014 at the Good Spa Guide Awards. Conveniently located 15 minutes away from the M6, Rookery Hall is within easy reach of Chester and Manchester and the medieval town of Nantwich, just 5 minutes away. Crewe station which connects via high-speed train to London and Manchester is also just a short drive away. ... more   less 
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Also Known As:
Rookery Hall Hotel And Spa
Rookery Hall Hotel Nantwich
Rookery Hall Hotel & Spa Nantwich, Cheshire

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