6/10 Okay
Julie
Travelled with partner
9 Feb 2026
Liked: Cleanliness, property conditions & facilities
Disliked: Amenities
Liked lovely man that greets you on arrival and helped with our bags to the top floor when the lift was out of action. The room was spacious and very comfortable (the penthouse suite) however was freezing! No one thought to heat the room for our arrival?? First couple of hours kept my coat on. An engineer then arrived after asking reception twice to fix the issue. No toiletries for the bath - ixed to the wall by the sink out of reach. My husband told hotel it was a very special occasion a week or so before but absolutely no reference to this throughout the stay. That was a bit odd for a 5* hotel. The room wasnt cleaned after our first night despite asking for it to be done while we were out till 2pm and being assured it would be on our return. The spa is BASIC. Pool too cold to swim. Limited beds and crowded sauna/ steam room so stayed for 20 mins only. Treatment although lovely was not 90 mins. More like 75. And the noise from outside completely detracts from being in a zen like state! (£160 btw). Now the biggest issue is staffing. All are very very nice but theres just not enough so as a result service was so poor. Staff divulged they were working on days off to cover. The hotel was pretty full but owners clearly skimping on staffing costs which means that although a beautiful castle this is absolutely not 5 star service. So unfortunately left a bit deflated for what was an expensive weekend, not somewhere i would return sadly.
Julie
Stayed 2 nights in Feb 2026
