The Spa not good, Food Amazing!
12/06/2018 Lizzie H,
We booked a spa deal, found online. The package included an overnight stay, 3 course meal, breakfast the next day and a spa treatment. We arrived at 11am, and couldn't check into 3, which is pretty st... more
We booked a spa deal, found online. The package included an overnight stay, 3 course meal, breakfast the next day and a spa treatment. We arrived at 11am, and couldn't check into 3, which is pretty standard but isn't very relaxing dragging luggage around from the hotel to the spa, receptionist did state we could leave our bags in reception, which when we come back to them they were just by the front door still so not fantastic at all as I didn't feel very secure. If you cant check in until 3 that is fine but there should be a dedicated room for people doing the spa deal as when you arrive you need to sort yourself out. Anyone considering the deal please pack a spa bag individually so you don't have to wade through your suitcase in the bar. The customer service at the reception was awful, a lady with short blonde hair was quite possibly the rudest and most unhelpful person, should not be a receptionist. Reception was very unwelcoming, dis organised and not helpful at all. As we made our way to the Spa, this was just as disappointing, not very friendly staff, reception area could do with a facelift, just felt like a school canteen. We pre booked treatments and I had pre booked hot stones, yet there was an admin error and the spa staff had been told I wanted a scrub. Told I couldn't have the stones as they had to heat the machine. I was told I could have another treatment so I picked a mini facial which was basically a face massage.
The staff in the restaurant were the best, Val who works in there is a credit to the place and I think you should put him on reception, as that is the first impression you get. If I was greeted by Val I think I wouldn't of felt the way I do.
The best thing about the hotel is the food, it was very good. Breakfast was very good too.
Would I go back and do what I did? No, very organised and not a relaxing spa break.
Would I go back for Dinner and be served by Val? Yes I would go back tomorrow, but that was the only good thing.
Rooms were okay, could do with a bit of updating. less
Nathan C, General Manager at Best Western Chilworth Manor Hotel, responded to this review
Dear Lizzie H
Thank you for your reviewing your stay and my apologies that your arrival experience fell short of our usual standard. We do encourage guests who are arriving early to make use of the facilities to arrive directly to the Club where you are able to make use of the changing and shower facilities prior to checking in to your accommodation. We will be following up on your feedback with our Front of House Manager, we pride ourselves on the warm welcome offered to all guests and I am sorry that we fell short on this occasion.
I am delighted that you enjoyed your evening meal and breakfast, our Food and Beverage Manager, Vali expresses his thanks for your kind comments.
Should you wish to discuss any aspect of your stay in greater detail with me directly please contact me here at the hotel via email@example.com. I do hope you will consider returning to Chilworth Manor in the future.
Nathan Chart - General Manager