We booked a rare overnight stay to celebrate my birthday, having arranged childcare for our two young children — but the experience was incredibly disappointing from start to finish. Upon arrival, there was no one at reception and we waited nearly 10 minutes before anyone acknowledged us. Our room was dirty: the safe didn’t work, there was no fridge, visible mould in the bathroom, and a stained headboard that left us uneasy. When we complained, we were told no other rooms were available and the only solution offered was a re-clean.
The hotel felt run-down. The lifts were out of service, the pool area was unclean, the steam room didn't function, and the spa itself was in poor condition. My massage was interrupted by scratched, skipping CD music and noise from an adjacent waiting area. Worst of all, the therapist ignored my request for lighter pressure, leaving me in pain.
Staff at Spikes Bar were rude when we asked about food, replying simply “not today.” We ended up paying £10 for four dry, stale chicken wings at the main restaurant — a total rip-off. In the morning, the kettle in our room was full of mouldy water and the mugs were dirty.
This was meant to be a relaxing birthday treat, but instead it was a stressful, unhygienic and disappointing experience. I am requesting a full refund and hope the hotel takes serious steps to improve. I would not recommend this hotel to anyone based on our stay.
