Theclubandspa

Booked on 31st Dec, emailed a few days ago to say they were closing outdoor pool for 1 week, I explained it’s one of my reasons for booking and it’s a big part of the day, so after lots of complaining and calls they offered a free guest pass to revisit. Showed up and is not just the outdoor pool that was closed but the jacuzzi, bubble pit, pretty much everything bar their tiny swimming pool that was freezing! The saunas are not well mainted, dirty and the aroma one is hideous. Told them I was upset (this was a £300 luxury day) all they said was ‘we’ve said sorry’ to be fair, the treatments were amazing and the hot stone in particular phenomenal, but spa manager, one of the massage girls and quite a few of the bar staff are rude, unhelpful and let the place down. This place was once a 5 star luxury retreat, but it’s crown has not only slipped, it’s smashed to pieces on the floor. Disappointed doesn’t describe it, and a true waste of very hard earned money!

Having not been to a Hilton Spa before I was expecting more.
The "before" area was nice although not very accessible. A customer had to ask someone to get them a glass and some water as they couldn't reach.
I wasn't keen on sharing a space with two others for my pedicure and felt it was a bit weird that they had sat me inbetween the two?
Relaxation/quiet room was lovely. Except for staff walking around outside with heavy feet (and the same two girls nattering and checking their phones)

Not been here for a while but liked the nice shower room and fact can go to the bar after for a tea/coffee. However, my experience overall at the gym was very poor despite some staff being friendly. I once had a PT session there and the guy told me, he would decide what I would do as that is how it would work. There are more professional gyms, which is a shame, as associated with the Hilton brand but this place did not inspire or encourage me to be fitter. It put me off. I tried re-joining a few months ago, but nobody went above and beyond. One of the trainers was chatting with his back towards the door - this isn't a place that makes newbies welcomed in my view. It should change if it is to really help people on their fitness journey. Unfortunately, after being made to pay membership when I left and had not been in ages, I would not join again. You try, then you try again, and if you still get that vibe which feels unwelcoming, you don't try a third time.

Beautiful spa and gym definitely going to join as a member

The gym has recently been fitted out with all new equipment, the pool, spa and sauna facilities are absolutely lovely and the staff are always friendly, so you might wonder why I've only given 3 stars.

Cleanliness and hygiene is really important to me and this is where the Club and Spa really falls down.

While the Men's changing rooms are decent and usually clean, the Men's toilet on the swimming pool level has seen better days, the toilet doesn't flush properly and the floor is always manky.

There is a plunge pool, but it's been closed for over a year. Many of the people using the sauna use the main pool as a plunge pool instead, without bothering to shower first. It's absolutely gross when they just jump straight in, covered in sweat from the sauna. Several other members and I have pointed it out repeatedly to the staff, but nothing is done about it. Really off putting and it's mostly in the evening, the same members all the time.

Some clearer signs about having to shower before going in the pool would help.

Management could easily sort these issues out and make it a 5 star facility. I hope they do.

Update: 1 tiny new sign went up, but 6 months later and zero effort to address this issue by management. Very disappointing. They have found time to increase fees by £5 per month though. Now stands at £63 a month and I'd expect better hygiene for this.

Cancelled my birthday spa evening with less than 48 hours notice due to 'maintenance issues'. Refund offered but no good will gesture or any proper apology. Won't book again

The classes in the club are exceptional and the PT’s are amazing.

I have no complaint or whatsoever of the treatment and kindness of the personal working in the gym or in the spa reception.

Is not the same opinion I have from management, I am absolutely disappointed and dissatisfied. I talked with a manager that promise will found out and give me a date as to when the roof top from the hydro pool area was going to be fixed. ITS BEEN MORE THAN A MONTH SINCE THE ROOF TOP FROM THE HYDROPOOL STOP WORKING AND HASNT BEEN FIXED.

Is shocking that a hotel this category hasn’t done anything about.

A little note: Nobody enjoys having rain in their heads or cold air while trying to relax.

An excellent pool region with two pools, one leads outside and is warmed and the other one is predominantly for swimming. Close to the pools there are additionally a couple of saunas which are exceptionally unwinding. I would suggest giving it a shot in case you are remaining at the inn.