Poor service at dining

not what expect from 5 star hotel

The property clearly used to be a grand building but it is very tired. If it weren’t for ticking the amenity boxes, ie telephone in the bathroom, bedroom keycard entry etc then it wouldn’t be a 5 star and shouldn’t be.

We had a wonderful stay at this luxurious period property and the spa facilities were an added bonus. Some areas were in need of some TLC, but we appreciate the enormity of maintaining a building of this scale.

Maybe my idea of a 5starhotel is not the same as theirs . The windows of our room were filthy , the room was blandly decorated with no character . The mini fridge wasn’t cold enough , the Wi-Fi kept dropping out . The breakfast which was included in our price was slow to arrive and the service was fragmented . The overall decor of the hotel looked tired . Not the sort of experience I want from a 5star hotel . I wouldn’t rebook and I wouldn’t recommend.

Outstanding amazing gem this hotel is , a short walk into town and the spa is excellent

Lovely room. I enjoyed the facility.

Paintwork badly chipped in bathroom. All the staff we met were very friendly and helpful, especially in the restautant.

The spa area needs a update broken tiles in

Braw

Had such a lovely stay took my girlfriend for her 30th made some amazing memories in the area and the hotel and spa was lovely

The reception service was great but the bar/terrace service was dreadful dirty tables with left over plates and glasses and we were not spoken to for over 20 mins and even when they did come they did not clean the table or take the order just said will come back in 5 so after waiting another 10 mins we left and took drinks in town

Excellent location.. beautiful surroundings n just a walking distance to The Roman bath n the city . Room very clean. Spa/ pool and free car parking was a big bonuses that comes with the booking .

Nice people horrible old hotel

The hotel was the best part of the city. The spa was terrific

Nice hotel and stay. Would expect more for price and 5* Room not clean (dead flys in room) bathroom not clean. No coffee pods in room but machine? Gym/ pool old and dated for 5*

The hotel was run down definitely did not feel like a 5 star when we walked into the room. The room had a spiders on the wall, the air con wasnt working, the bathroom and windows were cracked, paint was peeling. We then had to move rooms due to the air con not working, we then ordered room service and it arrived at our door when we told reception that we would come and collect it. However the customer service was very good and they helped us with all the issues we experienced. The breakfast quantity for a £26 meal was unsatisfactory the portions were very small, we also had to wait 10 mins before we could sit down for breakfast and no one came over to apologise or say that we will be with you soon, i think your staff are overworked and should be recognised for their patience in helping unhappy customers.

Very good

This is not a five star hotel. After arranging an early check in we were told it was no longer available when arriving at the desired time. After calling room service for over 45 minutes and receiving no answer we had to go down to reception and order. The breakfast offered by the brusque waiter was either full English or vegetarian - in fact there is a much wider but this was not mentioned at all on our first morning. No choice was offered for the wgg. The breakfast received was over cooked. Small things - one small bottle of still water in the room. No sparkling and not enough for two people. Also not left in the fridge - which was bare, don’t expect a minibar. The spa pool and outside area is small and concrete. The house and grounds are stunning but service and facilities really drag this place down.