The Manor House Hotel & Spa

My stay at this hotel was unfortunately quite disappointing due to the way I was treated by staff. I have actually stayed at this hotel before and had a great experience previously. I really enjoyed my last stay and it was the reason I decided to come back again. Unfortunately, the staff this time around were completely different from my previous visit and it has sadly put me off returning again. When we arrived to check in (quite late due to travel delays), the staff member who opened the door and checked us in was very rude and unwelcoming. After that, we went to the room which was actually very nice, so I have no complaints about the room itself. The problems continued the next morning. I called reception to politely ask if a later checkout would be possible. I completely understand that hotels can be fully booked, but the person on the phone was quite dismissive and came across as rude. At checkout, the staff were sitting chatting amongst themselves. When asked how my stay was, I replied that it was “okay.” I then said “have a nice day,” which was completely ignored. After checking out, I sat in the bar area waiting for my partner to finish work. During that time I felt extremely uncomfortable as I kept receiving strange looks from staff, almost as if I was being judged for simply sitting there. I ordered a coffee (£3 with vanilla syrup), but it was so sweet it was undrinkable. When I politely asked if it could be remade, I was met with odd comments and more unpleasant looks. Throughout the time I was there, I felt very unwelcome. There were sarcastic laughs and uncomfortable looks from staff which made the atmosphere extremely awkward. Because of this experience, I even decided not to go to the spa with my partner as planned. It’s a shame because the room itself was nice, but the overall experience was overshadowed by the attitude of the staff. As a former head of house receptionist myself, I know how important it is for guests to be treated with politeness and professionalism. Based on my experience during this stay, I strongly feel that staff would benefit from retraining in basic hospitality, social skills, and how to properly welcome and interact with guests. Hospitality should make guests feel comfortable and valued, and unfortunately that was not the case during this visit. Sadly, compared to my previous stay, the staff this time have completely changed my view of the hotel and made me not want to return again.

I attended the spa using a voucher gifted to me. The spa staff were friendly, but the men's changing rooms were like something out of a Sunday league football team changing room and looked awful and unclean. The spa is very limited and only has a small sauna, a small steam room, a mini swimming pool, and hot tub. I was not impressed. After the spa, I went to lunch, and the staff were having a laugh and shouting which felt unprofessional and awkward upon entering. The staff were constantly going into the kitchen to chat and have fun, which is all you can hear while you are sat waiting for your food. My food was overcooked and tasted like it was forgotten about, probably as the team were more focused on socialising than the customer experience. The hotel is in a lovely area, and the hotel has lots of character, but the spa needs a lot more work, and the dining staff and chefs need retraining. I won't be going back and did not feel like it was the spa experience I was hoping for.

Just had a lovely Sunday lunch in the restaurant but think you are slightly overpriced at £18 for dinner , only us and another couple in. I'm sure if you reduced your price to £15 to compete with other local venues you would be much more full in the restaurant. Great staff and food but you are missing a trick.