Someone had recommended this hotel and after looking at the website which stated that the hotel has recently undergone major refurbishment, I decided to book a pamper break as a birthday treat for my mum. When I phoned to book the pamper break (cost over £200 for 1 night), I asked if we could have the beauty treatments on the Sunday as we had arranged to meet friends in Newcastle on the Saturday. At the time of booking I also asked about reserving a table for our evening meal on the Saturday as I knew we would be arriving late – I was told it wouldn’t be a problem, just wait until check in. The day after making my booking, I received a phone call to say that we couldn’t have the beauty treatments on the Sunday; it would have to be the Saturday as the hotel was hosting a wedding fair. What option did I have?? I changed my other plans to the Sunday and everything was fine. Or so I thought! A few days later, I received another phone call to say that my beauty treatments had been moved back to the Sunday – the day I had originally asked for – again I had to change my other plans.
On arrival at the hotel on Saturday evening, I told the girl I had a reservation and gave her my name – she replied “so do you want to check in?” – I would have thought that was obvious. I was given a form to fill in and was given the room key. I asked about our evening
meal and was told we would have to go at 8 O Clock (15 minutes later) as the restaurant was fully booked. We were not given directions to the room, so after trying to locate them through the renovations we eventually had to ask. When we got into the room, the bed covers were absolutely filthy, the wallpaper was peeling off the walls, and the heat was unbearable.
We hurriedly freshened up and went for our meal – it was excellent – definitely the best part of our stay, 5 stars to the chef! When we returned to the room, I phoned reception to ask for a fan, and mentioned the bed covers, only to be told the hotel was under renovation (not what your web site says!) We removed the top bedcover and had to open the window to let some air in, the heat in the room was like sitting in a sauna, and the fan never arrived.
Breakfast the next morning was OK, a bit basic but nothing to complain
about, we then packed our things and went to check out before our beauty treatments. I had filled out the comment card from the room and
explained my grievances to the girl on reception (different girl from night before), who said we could have given you another room if you had asked.
The therapist doing our treatments explained what would happen, and then she took us to the treatment room. During our treatments we were interrupted twice by the other therapist who was meant to be setting up for the wedding fair; on one occasion she declared “how crap she felt” – lovely! The noise from the golf shop, the noisy pipes in the treatment room and the noise from the people walking past the treatment room were not very relaxing. Also I felt a bit exposed every
time the treatment room door was opened, lying on a table in my underwear with a towel over me as people walked by. I felt the treatments were a bit rushed, as if the therapist was trying to get us both done before the wedding fair started; we both had all our treatments finished by 11.20 and had to wait until 12 O Clock for lunch (We were given a cup of tea). The therapist told us we should have waited another 2 weeks before we came for our treatments as then we would have been in the new treatment rooms away from all the noise.
Again the website states the hotel has recently undergone major refurbishment – not half way through it!
The highlight of our day – definitely lunch – absolutely faultless and
very tasty – again praise to the chef.
I would say our break was not a relaxing stay, and for the price not worth the money. The only part of the hotel I would recommend to others would be the food. Perhaps the rooms that have been refurbished
are very nice, but we didn’t get the privilege of finding out. I have written to customer services several times regarding this and have been assured that all problems have now been resolved - thats big of them!!