Montigo Resorts Somerset at Charlton House

Positive experience: This was my second stay, my last stay was about 6 years ago and I had good memories so booked to come back. However, there were a few disappointing things that meant my stay wasn't as good as last time. The room that I was in was quite cold even when I turned the radiator up. I had to resort to using both bathrobes and a dry towel as extra layers on top on the duvet and bed blanket. I was expecting a room with a shower. However the bath just had a shower attachment on the bath but the wall bracket had clearly broken and not been replaced. As I have medium length hair, I need to use 2 hands to shampoo so this meant I couldn't hold the shower attachment over my body whilst doing this so I got cold. In the spa, on the first day they had run out of all toilet roll in the ladies as well as towels which they needed informing about. The steam room was closed both days. On the second day, the sauna and laconium both stopped working. So all in all my general feeling was of being too cold, which is not what I expected from a spa. It also seemed the the general appearance of the place was a bit shabby and not being kept to a high enough standard. The staff were mostly pleasant and helpful, but I shall be booking my next rare child-free break somewhere else. I shared this information with them a month ago when it was requested and I haven't had any response.

Positive experience: Lovely hotel let down by a poor breakfast. Gorgeous room, spa and evening meal. Breakfast was rubbish. Full English was a buffet and even teas and coffees were self-serve; all of it was cold. We ended up ordering off the menu: you can have eggs benedict etc. to order but not the full English. That was... ok. Still not piping hot or really worth the money. Smashed avocado was guacamole and hollandaise was definitely from a jar. A shame because everything else was so nice but we left thinking "we could have a breakfast buffet at the Premier Inn and at least it would have been hot".

Fantastic experience: Had an absolutely lovely stay here for our anniversary. The staff were friendly and helpful. The food was good. The rooms were spacious and had everything you'd need for a short stay. The spa is just delightful, with all the amenities. We both had treatments done and agreed they were fantastic. I would not hesitate to stay here again or recommend the place to a friend.

Negative experience: I booked to stay in a Junior Suite having had a detailed conversation with the reception team about which room would best suit the needs of my family (travelling for a rare night away with our two year old, to celebrate my partner’s 40th). We requested some private outdoor space and one of the junior suites sounded just the ticket. However, we experienced the following problems: Upon arrival we were shown to a (cheaper) Deluxe room and not a Junior Suite. It also contained an internal staircase which I knew would be difficult with our daughter who we would have to constantly supervise as she went up and down it. I asked if we could be moved to a junior suite as we had booked, but was informed that no Junior Suites were available. Indeed only one other very small room was available and it was not suitable for our needs. I was told that the original room that I had been advised to book over the phone had not in fact been held for us (the team could see on their system that we had indeed booked a Junior Suite but a Deluxe room had been provided). I was told that the reception team could only offer a 20% discount which would take our fee to just below the cost of the Deluxe room that was available to us. When I raised that I did not think this was sufficient as had I known that only a Deluxe Room was going to be available to us I would never have made the booking as it was not suitable for our needs, I was told that only a manager was able to grant more than this discount. I requested to speak politely to a manager about this. I was told by the reception team that the manager was in a meeting. I said that was ok, I could wait until they came out. I was told they would not be out of the meeting for the remainder of our stay (ie the next morning). I was not informed of my right to cancel at any point - either at the point of booking or at the point of raising my concerns. We stayed and tried to make the best of it, but ultimately left much earlier than originally planned. All the staff I interacted with were perfectly pleasant but I found the room a bit tired, carpet stained and food lacklustre. We also couldn’t get any quality time together as a couple as the room just wasn’t set up for it (no private space away from our daughter so lights went out and we all had to go to sleep at the same time as her) - it wasn’t a suite after all. I raised my complaint very quickly to the management via email as this was the only route provided. They have offered me spa vouchers and a repeat stay and also shared that the staff member who originally took my call has received training. However when I raised that these would be quite inconvenient for me to take up all they have ignored my requests for a partial/full refund - there has been radio silence for some weeks now. I also shared that I would like to resolve the matter before posting this factual review and have been accused of threatening the business (I can assure that I rarely complain, do so very politely when I do and generally post rave reviews as my record shows, so found this an odd and unhelpful reaction). I do not recommend staying somewhere where you can’t be sure you’ll get what you booked and also can’t expect management to deal with it reasonably. Hope others avoid this same outcome- I’ve previously had good experiences on a spa day so really hope this was an isolated incident.

Negative experience: Each of the following might have been ok if the hotel was not also incredibly expensive. The cost plus the truly awful bed moved it from being a deeply average hotel into a terrible hotel. Key points: - The most uncomfortable bed I’ve slept in since I went backpacking in 2002. Springs that stick into you. The only good thing about it was that it made me appreciate my bed even more than usual! - A shower that takes around 10 minutes to get hot. So long that I initially assumed that lukewarm was the only temperature - Rooms that aren’t cleaned every day… Apparently you have to expressly ask to get your bin emptied and bed made. We paid around £200 per night. I’ve stayed in cleaner hostels for £20 per night - Strange staff members who move your personal belongings around without asking or explaining why - A massage where the therapist was clearly on her phone - Genuinely the worst hotel breakfast I’ve had for years. Terrible poached eggs, average bread. A triumph of mediocrity. Don’t make the mistake of eating any other meals there. We ended up skipping the free breakfast on the final day. - Worst of all, it’s noisy! It’s next to a busy road. So even when we did finally find a way of sleeping that didn’t involve springs digging in, the noise of the traffic woke us up It has a lot of potential but without significant work on the basics (like mattresses, room cleaning and hot water) it is somewhere to avoid

Fantastic experience: We booked for an evening for our mini-moon and we were delighted. The room (junior suite) was perfect. The staff our lovely (special mention to Beni in the restaurants for looking after us so well) and the spa is dreamy! We look forward to our next visit.

Fantastic experience: Smart buildings and good location on the edge of Shepton mallet. Good facilities and catering

Positive experience: We had one night away here. Room was nice - it was one of the older style. Clean. Spa area was very relaxing. Outside pool is very small - thought it was larger from the website but actually a nice tranquil area to be in and helped that the sun was out. The pool isn’t large enough for swimming lengths but does have room for lots of people to enjoy the jets etc. also has a big hot tub area and some sun beds. Quite unique internal and external space area compared to more generic spa hotels. The sauna and steam room are small and only for a handful of people but there was only once where we couldn’t fit so seems to fit hotel size well. Service - staff were all very pleasant and polite. They seemed very busy at dinner so had to be quite patient and flag them down but that wasn’t through a lack of industry of their part. Perhaps an extra team member required. Lots of spirits available in the bar and a nice beer on tap. Food - I had an eggs royale which was tasty and a steak and chips that was very good along with the source.

Fantastic experience: Treated my mum to her birthday bash at hotel spa package and afternoon tea had favourite room Narinia was lovely room 6 Massage was lovely Callie and Jess both very attentive and massarge was lovely really lovely stay food was lush evening meal and breakfast and now afternoon tea to have before leaving. Can see this being a 5 star hotel soon all staff are so lovely to each other great see wonderful hotel will be back again

Negative experience: Don'tr trust this place. They will not honor your booking, even if you pay ahead of time. They will stealthly move you to cheaper rooms (in every mean of the word) and be very uncoperative when you confront them about it - if you don't they will just charge you more.

Fantastic experience: Montigo Resorts Somerset provided a truly relaxing experience. The tranquil atmosphere promoted a sense of peace and quiet. The spa offered a wonderful escape, with services that were both thoughtful and rejuvenating. Dining was also enjoyable, with delicious food that was satisfying. I highly recommend this hotel for a peaceful getaway.

Positive experience: Fantastic room, lovely grounds. Service in restaurant was a bit hit & miss. Not a great selection.

Fantastic experience: Without doubt, it was some of the best customer service I have ever had the pleasure of experiencing. Everyone was so polite and friendly - a true British hotel deserving of five stars!

Fantastic experience: Had a great time here. The Spa is amazing but they were a bit understaffed and underprepared for the amount of people coming here after Glasto. Food was great though tbf

Fantastic experience: Just love this place - have had family get togethers here for the last 8 years. We love our annual get togethers! Lovely to see the improvements the new owners are making. Something new to enjoy every time! We always leave totally revitalised. Big shout out to Adam, the Night Porter who was so kind and let me sister use his phone charger as she left hers behind

Fantastic experience: We stayed at Montigo Resorts Somerset at Charlton House for the first time, and our family absolutely loved it! The hotel, with its rich history, has beautifully preserved its vintage charm. The front and back yards are stunning, providing a picturesque setting that made our stay even more enjoyable. Our room was spacious and impeccably clean, with a lovely view overlooking the expansive garden yards. It was a delight to wake up to such a beautiful sight each morning. Montigo Resorts truly caters to wellness enthusiasts. The facilities are top-notch, from the well-equipped gym to the soothing hot pool. I particularly enjoyed the spa, where I experienced an authentic eastern massage technique that left me feeling rejuvenated. The staff were incredibly friendly and went above and beyond to ensure our children were entertained throughout our stay. Their kindness and attentiveness made a significant difference in our overall experience. Dinner at the resort was on point. The food was delicious, and the service was excellent, making each meal a memorable experience. Overall, I highly recommend Montigo Resorts Somerset at Charlton House to anyone looking for a perfect blend of vintage charm and modern amenities. We can’t wait to return for another wonderful stay!

Positive experience: Had a lovely two night spa break here. Room: Our standard room was in the coach house/stables area so we had to nip outside to get the spa/main parts of hotel. It was a good size and had character and a nice little terrace but was quite tired and dark. The worst thing for me was that it was right next to the spa so you could hear all the conversations of the people in the spa - not very relaxing! Was also woken up in the morning by cleaning/prep of the spa. Some double glazing would make a huge difference. Bed was lovely and comfy and shower good pressure. Spa: We loved the spa! Outdoor jacuzzi was so lovely, specially in the rain! Massage was great too. We were often left in search of a member of staff eg. when we first went in and couldn't find our way ( needs better signage!), and when we couldn't find any towels. Pool isn't big enough to swim which was a little bit sad for us. Food: lovely conservatory dining room. Breakfast was good but not a huge choice of continental - full English delicious. Dinner was mediocre on the Saturday night but much better on the Sunday - duck salad and roasts were really good. Location: we are walkers so was hoping there would be some accessible walks from the hotel - as you are right on the main road it was safer to take your car. Shepton Mallet is nice enough but not a huge amount to do.

Fantastic experience: Chanced upon Montigo Somerset, a hidden gem nestled in Shepton Mallet. We arrived late in to the hotel from Heathrow but our comfy rooms were already prepared with a big cheery welcome from their night staff. We woke up to a beautiful morning and had a hearty English Breakfast in their sun filled breakfast room. Bristol and Bath were within an hour’s radius from the hotel and were convenient day trips out of the picturesque countryside. Good recommendations from the friendly and knowledgeable staff at the hotel on what attractions to visit in Somerset. Will definitely come back again for the hospitality and beautiful hotel and rolling hills.

Fantastic experience: We used the Montigo spa for the first time yesterday having had a break from when it was underBannantyne. I cannot tell you what a massive improvement that there has been. The spa facilities have been cleaned, reorganised, painted, and the whole vibe is so much nicer! The staff were incredible, very calm and helpful. The atmosphere and vibe of the place is now lovely. We ate in the newly decorated lounge and again the staff were fantastic! The new decor again adds to a very relaxed, professional, lovely atmosphere . So excited that these changes have happened. The hotel was very tired and the spa not particularly nice to hang out in. This is altogether a massive turnaround. We had a beautiful evening! Thank you so much!

Fantastic experience: Really enjoy our stay. The rooms were nice, pool was good, but, the staff were fantastic, they clearly have a good team around them and the atmosphere is really nice. Thank you to the following: Abi and Issy (reception) Lloyd, Elisha and Kate (Restaurant)

Fantastic experience: Hidden gem! We have had an amazing stay! The rooms are beautiful, the atmosphere is warm and the spa is everything one needs it to be. The absolute highlight however, is the staff. Everyone was friendly, helpful and attentive. Nothing was too much trouble, and great effort was made to ensure we felt comfortable. I'm so happy with our stay. Special thanks to Abbi, Issy, Lloyd, Elisha and Kate. They are exceptional and deserve every reward and recommendation that comes their way.

Fantastic experience: A quaint getaway from the city. Cozy rooms with comfortable bed and pillows. The countryside air provides a much-needed perk up and the dining hall presents a well manicured view to spend a relaxing day.

Positive experience: A nice enough hotel but it definitely relies heavily on the spa to bring up the vibe. The room was nice and lovely bright windows waking up to the sound of birdsong. The grounds and the drive into the building was really nice and made it feel more premium than it does on the inside The spa though is lovely. A really nice thermal pool and outdoor jacuzzi and lots of saunas and steam rooms to pick from. If you’re staying here avoid the restaurant and you’ll have a great time

Fantastic experience: Attended for a lunch event. The food was amazing, and service was impecable. Would highly recommend.

Negative experience: I’ve just experienced a very disappointing afternoon tea here. There was zero service from waiting staff, all overseen by a manageress who was oblivious. The produce was cheap, fresh from frozen cakes, microwaved scones and ham that could compete with shoe leather. I wanted to treat my mum on Mother’s Day but I’ve left embarrassed and will owe her nice treat elsewhere.

Fantastic experience: I stayed with friends and enjoyed the food and spa. I needed a relaxing time immersed in the country with some lovely food and a relaxing spa day. I also enjoyed the quite and green surrounding and beautiful estate. The service and food are also impeccable. I will come back again soon.

Fantastic experience: Today morning I have been here montigo resort ,staffs are nice , services and food are excellent , Location and weather are also pleasant Best place if someone want to spend their pleasant time and peaceful atmosphere Highly recommended

Fantastic experience: My friend and I live apart and met in the middle, so the location of this place was brilliant. The building is really beautifully decorated and was warm and welcoming. The treatment included in our package was fabulous and the food was lovely (although the extras were expensive). Would highly recommend

Fantastic experience: Had a wonderful massage and facial with Anne-Marie. Being a massage therapist myself I love a good massage and get very grumpy if I’m disappointed!!! Anne-Marie was excellent - offering a combination of a massage to tackle my problem areas (bad neck and shoulder) which was both targeted and also very relaxing which was just what I needed. I don’t often have facials - preferring massage, bodywork & healing. But the facial was deeply relaxing and also gave my neck and shoulders some extra TLC too!!! Thanks Anne-Marie. I hope to return!!!

Positive experience: Spa day . Friendly staff . Spa a bit tired, treatment was for 30mins but the actual masassage only 20mins . Lockers didn't work and changing rooms freezing. Food was nice. Could be great with an upgrade .

Fantastic experience: Absolutely wonderful nights stay! Room was beautiful, food was fabulous but it was the staff that made this place incredible. Kate and team were just awesome. Thank you to you all for a lovely visit and we promise, we will see you all again soon. ♥️

Negative experience: Montgo bought Charlton from Banatyne. They do not honor the vouchers, despite them being less than 12 months old.. Presumably they bought the goodwill of the previously trading company along with the house. If not there should have been a provision for this. Either way its not been not dealt correctly, leaving a sour taste. Won't ever use Charlton House in any guise..

Negative experience: I visited Charlton House twice within a week. The house itself was beautiful, but the drinks were extremely expensive (£36 for a small coke and 2x vodkas?). I found the lunch menu to be limited and the food quality to be lacklustre. If you’re charging high prices you need good quality to back it up, and I couldn’t find that here.

Negative experience: Regrettably, I find myself writing my first negative Google review, compelled by my recent experience at Montigo Resorts. Nearly four months have passed since my car suffered damage in their car park, yet my patient and reasonable efforts to resolve this with the hotel have been met with an unsettling silence. This lack of response leads me to question if there's more at play, perhaps an internal matter being shielded. Guests considering using their parking facilities should think twice given the risks and the hotel’s apparent indifference to resolving guest concerns. This goes beyond poor customer service, venturing into a blatant disregard for guest safety and security. In summary, the way Montigo Resorts has handled this situation speaks volumes about their ethos. When it mattered most, their non-response was not just disappointing, but revealing. In an industry where customer care should be at the forefront, Montigo appears to have strayed far from its path. This isn’t merely a missed opportunity for resolution; it’s a glaring testament to a hospitality ethos that has seemingly lost its direction. For those contemplating a stay at Montigo Resorts, a word of caution: the pervasive silence here may well eclipse the charm of its amenities.

Fantastic experience: Just had the pleasure of spending 1 night for a spa break. My friend and I had the best time, the treatments where lovely, the spa is in much better condition than a few years ago. The staff very welcoming and friendly, food and service was amazing. Thanks! Overall great value and a beautiful place to stay. Already planing my next visit!

Positive experience: Very convenient for exhibiting at the Bath & West Showground. Rooms are fairly basic and could do with some tlc. Dinner was nice, but we did wait over 50 minutes for a main course one night- eek! Staff were all helpful

Negative experience: Toe nail in bed, broken curtains and too small to cover the window, room so small you can't walk around the bed. Unhelpful staff and management that never call you back. Definitely will not recommend.

Fantastic experience: A fantastic experience from start to finish, the staff made it, friendly approachable and nothing too much trouble. Beautiful building, grounds, food and wonderful spa treatments. Highly recommend.

Positive experience: We have just had our wedding here. It was the perfect venue. Everything was amazing. Vanessa and Leigh our wedding planners were lovely and on hand to meet all our needs whilst making little suggestions to make our wedding perfect. Kate was amazing and helped us decorate the room beautifully and Aaron on reception was so friendly and always greeted us with a smile every time he saw us. The food was gorgeous and all staff were friendly and couldn't do enough for us. Really cannot find fault at all

Fantastic experience: Lovely one night stay for our wedding anniversary. Spa lovely, room lovely, hotel lovely. And food amazing!

Negative experience: Initial booking was great and easy and spoke to a lovely guy on the phone who upgraded us free of charge to the bridal suite as this is our honeymoon. We booked the restorative retreat which included a 30 minute spa treatment each, I was advised the only treatment I could have was the facial as I’m 15 weeks pregnant, so I upgraded to a pregnancy massage at the time of booking and paid the £15 over the phone I was informed £15 meant it was upgraded to a pregnancy massage and for 60 minutes, I thought this was too good to be true so I asked the spa receptionist to confirm and she went on to reassure me x3 times it was a 60 minute treatment. We were married on the 05.10.2023 and I receive emails from you on the 06.10.2023 to confirm our stay and spa treatments to my shock the email stated x2 Swedish back, neck and shoulder massages for 30 minutes, I immediately replied to the email explaining the above and received a response to say one was upgraded to a pregnancy massage but only 30 minutes, I asked them to listen to calls and speak to the person who booked it and come back to me. We arrived and checked in at 3:30pm on the 07.10.23 and to my disappointment the spa situation was still not resolved, I immediately went to the spa and re-explained the whole situation and was told it was originally booked by the spa manager but they weren’t available to talk to me until the evening. I went back in the evening and they still weren’t available. Our treatments were booked for 11:15am on the 08.10.23 we arrived for our treatment early and asked to speak to the manager, the receptionist said she would either be doing my treatment so I could speak to her then or she would be on reception. It’s now 1pm on the 08.10.23 at the time of writing this and I have not been spoken to by the spa manager, they have made no attempt to contact me or respond to my email. I’ve since found out that the pregnancy 30 minute massage is £5 more than the included treatments with our restorative retreat so I’m also left confused as to why I was charged £15? To top it off the hot tub wasn’t working on both days of our stay, neither were half the hydrotherapy areas in the pool and I felt like none of the staff were aware this was our honeymoon even a simple congratulations from the bar/dinner staff and possibly a complimentary glass of Prosecco or something! Overall the hotel is beautiful and the bed and room comfortable, food was lovely just let down by the lack of personalisation and the whole spa experience.

Negative experience: The reception staff were friendly and the rooms were clean but that’s where the positives end. Unfortunately we booked a weekend away at Charlton House and we came away disappointed. Spa: - the spa is not well maintained at all and was dirty in certain areas; - many of the jets were not working in the hydro pool or the hot tub; - the treatments were good but I do not believe I had the full treatment time as a buffer was not built in for getting to the room / getting changed etc; - dirty glasses and towels were left on the side and not a single staff member was seen except at the front desk (having said that, the pool chlorine levels was checked hourly) Dinner - Restaurant: - the service was incredibly slow and we were ignored whilst waiting for a seat. - one of the dishes states it is cold meats with burrata cheese. What was sent out was NOT a burrata (it had a rind, and tasted like goats cheese). After querying this with the team they kept coming back to say that it was indeed a burrata because “goats cheese would not fit in the ramekin” (as if it could not be cut) I do not mind if a mistake was made, but obviously a burrata is far more expensive than goats cheese so the false advertising on the menu and the subsequent insistence I was wrong was extremely inappropriate. Dinner - Breakfast: - there was a large table of 14 sat down before us. If we were told about this we would have chosen an earlier breakfast time, but we figured that they would be able to manage a large party. This was sadly not the case, and we waited over an hour for our breakfast to be served (sat down at 9:10, food arrived at 10:15) - there was no explanations and no apologies when the food came. At one point I queried when our food will arrive as we were running late and was told “we don’t know because we have to serve the table of 14 first”. Not acceptable Overall, I am disappointed by my visit. We pay a lot of money for something which is marketed as a relaxing spa weekend and we came out more stressed than ever!

Positive experience: This place has so much potential! Upon arrival we were told that the hotel had just changed owners and that the previous owner had ‘run the hotel into the ground’ however, everything I was seeing was beautiful. The entrance was gorgeous and the staff were lovely and welcoming. We wanted to play tennis and were told we could use it at our own risk. It wasn’t really playable due to moss, and the net was broken. The food was great, we did only order from Bobos menu as we are simple people who like simple food. The food is a bit fancy. The blond barman was really nice! Breakfast was a weird experience. The staff at breakfast were odd. We were told breakfast was until 10:15 so we booked a table for 10am when we got there (at 10am) a waitress said “let me see if they are still serving” which puzzled us. We had to ask for all of the extra things at separate occasions which annoyed us a bit eg: milk, sugar, butter and spoons. The food was ok. The room!!!! Absolutely beautiful. Very clean. We had a room that backed out into the pool area. Bed was comfy and the room had a mezzanine with a roll top bath. (The deepest roll top bath I’ve ever experienced). Shower was big and clean. The toiletries smelled lovely but are not complimentary. The toilet did smell musty though, and our sink blocked up. Wi-Fi worked well enough. I had treatments at the spa which were just fine. And the ladies were lovely. Now…. The spa/pool…. It needs work. But it could be amazing! The pool needs a lot doing to it. Tiles coming off the hydro part of the pool barely works. None of the other jets work even in the jacuzzi. There’s sand in the pool (I have no idea how or why) grates we’re missing leaving big holes in the pool floor. The jacuzzi was dirty, dead flies all round it. I’m hoping as part of the hotel revamp they’ll invest money into the spa because it could be really good. Gym looks fantastic but I didn’t use it due to running out of time. I’d recommend staying at this hotel but at the moment I’d suggest not booking the spa packages as you might be disappointed with the pools.

Positive experience: This was a nice spa day, and my wife really enjoyed the full body massage and facial, Very good indeed, the staff were friendly and helpful. The food and drink was reasonably priced and top quality. Unfortunately, the spa itself was dated, the jacuzzi had no bubbles, only 3 out of the 7 jets in the pool worked and everything looked badly maintained. However the 3 hot rooms (sauna, steam and laconium) were great and in good condition . All in all, a good day.

Positive experience: Such a shame this place has changed hands. We arrived for a spa day today and the facilities are very tired and broken. The hot tub wasn’t working (staff told me to mention it on the review) - clearly they are fed up with the negative comments about it. Some of the jets in the main pool were also out of order as well. We have visited this spa before and had a wonderful time but the new owners clearly have not maintained the facilities appropriately. As well as the above, the sun loungers in the courtyard have gone (all but one) and no coffees or drinks ( except water) are permitted in the courtyard to consume on the bistro tables as per our other visits. The restaurant has also changed and whilst the food was lovely the ambience was not. I won’t be returning to Charlton House which is a shame as it was always so great for a girly spa day but now a complex in decline.

Fantastic experience: Just come back from the most amazing and romantic night away with my wife! Room 27 was to die for….. the afternoon tea, dinner and breakfast was impeccable (credit to the chefs) and the service was just right. Perfect waiting time in between course during our evening meal where we didn’t feel rushed but yet not feeling we were waiting long either. Also a great selection of wines to go alongside the delicious food options! Thank you to the team ❤️ Ps….. apologies for the stray piece of bacon shown on my duck dish. This was added my my wonderful wife who didn’t wish to have this within her meal

Fantastic experience: Fantastic service, from the moment we arrived, the receptionist was absolutely brilliant. The food was exquisite and the Swedish massages where superb! A*****

Positive experience: We went for a spa experience, paid for by family, for a wedding anniversary. We had to pay again for the spa, I found out later that the family had already paid. There was obviously a confusion on the booking. The spa's facilities and the massage were brilliant. Would definitely recommend it. However, to have no food available, see section on food and drink for the reason, and also confusion over whether the spa had been paid for was very disappointing.

Fantastic experience: Lovely spot great customer service. Only stopped for a tea whilst I waited for my electric vehicle to charge - fast charger available. Beautiful views in the seating area. Lots of green space.

Negative experience: Had a spa day with the wife not very impressed spa was dirty and the big shower was broken also no ucaliptis in steem room the food has massively gone down hill it was fantastic when mulberry owned it will look for spa elsewhere from now on unfortunately

Fantastic experience: It was our first visit to the hotel and enjoyed our visit greatly. Staff welcomed us warmly at reception and we were checked into our room on the ground floor. The room was clean, comfortable and spacious with double doors that opened to a small private garden space. It had a flat screen TV, mini bar, complimentary bottle of wine and mineral water as well as teas and coffees. The bed was incredibly comfortable and we both had a good night's sleep. The bathroom had a bath, separate shower, separate toilet and two sinks (one each, a dream!). Like all other reviews, it was generously supplied with Elemis products. Breakfast was delicious, we had a full English and poached eggs with avocado. Both were perfectly cooked. In the evening, we had drinks at Bobo's Bar and I was pleasantly surprised at how lovely the local cider was. The grounds were immaculate and at the back of the hotel were the garden grounds leading to a tennis court. Next to the Orangery, they had converted the terrace into an outdoor dining area with plans to have barbeques for guests to enjoy. We were also given a tour of the gym which was well equipped. Unfortunately, we didn't have time to enjoy the gym or the spa and plan to do so next time we visit. I must say throughout our stay we had great service. It was apparent some of the decor had seen better days and needed updating but none of this detracted us from having a pleasant stay. We spent some time chatting with the staff and new owners who bought the hotel in April 2023 and learned there are plans in place to renovate the hotel in stages. They assured us guests would see improvements throughout the rest of the year into the next as they undertake this with as little interruption as possible to guests who have booked stays with them. It was great to hear they were as enthusiastic about the history of the hotel as well as sourcing all their staff and food locally to support local businesses and the community. We'll definitely be back to visit.

Fantastic experience: Arrived late on a Friday evening for a two night stay. The lady on reception who greeted us was lovely, polite, helpful, and very friendly. She also checked us out on Sunday. Again, she was very chatty and very attentive. We arrived at room 27 and wow what can I say. A freestanding claw bath situated in front of sash windows and a beautiful view of the gardens. An alaska king-size bed with beautifully soft pillows and the comfiest mattress! Twin sinks, power shower, and private toilet. We also had a fridge, a kettle, a selection of teas, hot chocolate, and a coffee bag. We also had an iron & ironing board. We had 2 bath towels, 2 hand towels, and 2 bath mats. The room was very humid all night (the second night we slept with a window open). But we did arrive in June! Also, the sole use of a balcony adjacent to our room, which had a table & two chairs. And again, a beautiful view of the gardens. We arrived for dinner at 8pm was given a menu which was very limited. Two different meals were ordered and both different portion sizes, and we also ordered a bread selection for the table (2 slices of sour dough and 2 squares of butter arrived at the table). Lunch the next day was again limited and very small portions. Breakfast on our last day we arrived at the last sitting at 10 am. Plenty of selection, pastries. Cereals, yoghurts, and also a menu. The biggest portions of the day! There was an outside seating area at the back of the house, on the patio again, looking on to the gardens. Plenty of tables and chairs and table service. We sat for a few hours enjoying the weather, beer view, and some precious time to ourselves. There were also day beds situated in the middle of the garden. There was a path around the edge of the gardens, orchard, and hideaway cabin. Bbq area and also courtyard which had a few games in (checkers, connect 4, 9 pin bowling). Housekeeping woke us up after our first night, we didn't have a do not disturb sign, but she apologised, checked, if we needed fresh towels, and left us in our weekend paradise. The spa was fully booked for a few weeks after our arrival. So, I can't comment on these services available. We did you use the sauna, steam, and laconium rooms. The hydrotherapy pool was small, but the spa wasn't overly busy when we were using it. The pool does go outside through a human cat flap in the middle of the pool. A few of the water jets weren't working in different areas of the pool. The ones that were working were very aggressive and blasted me across the water. There were seating areas around the hydropool inside as well as seating available outside. With some sun loungers tables and chairs and the use of a hottub which was undercover. All the spa facilities were open 9am until 9pm. We had bands to access this area until 1pm on the day of checkout. The decor of the entire hotel was very fitting for the building, lovely spacious quirky rooms which were relaxing. I honestly can't fault the "plastic plants" which honestly didn't detract from the luxurious relaxing stay we experienced, personally a plastic plant doesn't effect the company I enjoyed. Would we go back, most definitely, and room 27 definitely holds a special place in our hearts!

Fantastic experience: I played for a wedding ceremony and drinks reception here and had a lovely time. The team are really helpful and the venue is gorgeous.

Negative experience: My parents attended my cousins wedding this week here , lovely beautiful place but lacking customer care , dads a wheel chair user and mums in 70,s and extremely fit and well but by the time we had arrived at 7 for the evening party , I found my dad in bed and an upset mum , thank you to the ofter helpful guests ! My mum booked a room to stay in and was told by my uncle that he was having disabled guests , the room wasn’t accessible untill 3 the wedding was at 1 , second the disabled accessibility is shocking , no ramps etc ,so all day dad was having to be helped in and out of wheel chair , in the evening a ramp was put out due to another chair user arriving ,but sadly they could not access the room of party either due to this being substandard and the family had to sit in the garden ,,,,when questioned why this had only just be put out ,,, The manager answered we forgot !!!!!!! As for the room well that so so far from the party that someone had to keep checking all was ok , a bit shocking for the £200 plus they payed , plus on arrival no coffee , tea etc in room , again reason why , WAs forgot and handing mum 2 coffee bags !! Sort this out charlton house , yes it’s an old building but the lack of disability care is not good …. Thankyou again to the WEDDING GUESTS that helped with the inaccessibility here ……..

Negative experience: A typical hotel trying to be something it never can be. New owners that have no attention for detail and blame the previous owners for everything. They also think they are experts in i terror design choosing to have breakfast with the guests and congratulate themselves on how incredible they are. Every plant in the whole hotel is now plastic apart from in the entrance where two almost empty hanging baskets have not seen water in at least a few weeks. The spa is not clean and most of the jets in the pool don’t work as don’t the showers and the outside spa reminds me of a bin area. Having said all that most of the staff are great especial the younger ones who are really polite and attentive. The grounds are nice and with some attention to detail focus on the spa issues it could be a lovely retreat. If you have a sense of humour and like the Fawlty Towers experience then this is a hotel for you.

Negative experience: Awful Afternoon Tea, please do not even entertain the idea of booking into this place for a sumptuous Afternoon Tea as you will be sadly disappointed. We went for a pre-booked afternoon tea with sparkling wine. What we got was butter smothered sandwiches with hardly any filling, lacklustre cakes and floury scones, no wine (it just didn’t even appear) and when I was asked if I wanted tea or coffee I said coffee please only to be given extremely weak instant coffee served in a teapot! I would expect for the price to at least have filter coffee! The ambiance of the place is zero, no background music, no sense of luxury, just nothing! Extremely disappointed, we won’t be returning. The fact no-one was there should have sent the alarms bells ringing but I thought we would give it a chance….my mistake

Positive experience: I’ve been coming here for years and have seen the gradual decline of this beautiful Country House. I understand it’s been taken over now and was hoping for it to be restored to its former glory. Sadly the changes I’ve seen so far include some rather tacky furniture and sort furnishings, not remotely in keeping. For example the lovely velvet seating in the spa area has been replaced with what looks like cheap garden furniture. A very cheap looking, tacky water feature has also recently appeared, nothing matches. It looks a mess. The spa has a huge potential to be returned to its former glory and I’m hoping this too won’t be ruined. Also the massage therapists need to ensure when you book a massage for 30 or 60 mins that’s what your are getting. Twice now the actually treatment has been at least 10-15 mins short of that by the time they have left you to get ‘ready’ and then again when they wonder off to get water and don’t return for 5 mins (this is inc in the treatment time) staff need to be timing the start and end of treatment to ensure it’s as per the stated time. I will return, I like the staff, the venue, it’s friendly and homely and I’ve always been made to feel very welcome. I do hope the management take some of my comments on board as this place has the potential to be the wonderful hotel it once was.

Fantastic experience: Superior room is a must! Lovely and spacious a great four poster bed abs rolled top bath

Fantastic experience: Was the perfect location for our engagement. Food was fantastic, staff were friendly and very helpful. The spa was great and finished off our stay perfectly. The room was amazing, very clean and well stocked.

Negative experience: It didn’t have a “wow” factor at all if any thing it was quite gribby. The food was not so great either, not worth the money. I also caught athletes foot when I returned despite wearing flip flops in the spa area. The room looked like it had recently just been plastered with no paint. The en-suite taps were a nightmare, the carpet in the hallways was torn and becoming a trip hazard and the spa bathrooms looked like they had been half repaired in areas. The first night I had fish starter and main and was starving all night as portions too small, the second night the double burger was way over cooked and salty. The only nice dish was the Asian duck salad starter. Drinks were a rip off, the grounds were “meh”. No swimming pool just lots of hot spa baths. I won’t be returning again as it didn’t do anything for me at all.

Positive experience: This was once a lovely spa hotel but is now very tired and in great need of updating! The food was hit and miss, one day it could be lovely the next not so. A lot of work needs doing in the spa to get it back to how it should be or could be. You're still paying the price of a high end spa hotel which it sadly isn't anymore. Almost a year later we go back as the hotel had been taken over by Montigo Resorts, when we were last there, so we hoped that it would have been updated. When we arrived, there was work going on, they were putting new flooring down in the spa areas, had put in a plunge pool, (which was not finished, but they said, they hoped it would be ready in the next couple of days) and only one of the saunas was in use, they said that they had done up a couple of the rooms, but we didn’t see these. As a lot of the spa wasn’t in use they gave us a complimentary spa day. 2 months on we booked this, imagining that they would have the spa up to standard! the plunge pool was still not open, the rain shower wasn’t working, there were dead flies around the hot tub, which had clearly been there for sometime and the food was okay but not what you would expect for a spa resort at this price. It’s sad to say, we won’t be going back, after years of coming here!

Fantastic experience: An impressive venue for a spa experience. The massages are great whether you just want a relaxing one or relief for muscles. The pool was lovely and warm. Bar service was a little slow as nobody seemed to be keeping an eye on it

Negative experience: Do not use the spa under any circumstances. If it was solely a hotel review I would rate it higher but the spa treatment completely ruined the weekend to be honest. We travelled from London for the spa and the spa treatment and in fact planned our weekend around it. The spa was unstaffed, we could not locate any towels or staff members for 30 minutes. We both booked a 30 minute massage each, at £65 per person. I would have been better off with a theragun. 1) Massage therapist (Phoebe) was inexperienced and lazy 2) Massage was booked for 30 minutes - it lasted 12 minutes. 3) Bad atmosphere, it was obvious the massage therapists wanted to finish the treatment so they could go home early. I work in a corporate environment & this place was previously listed in our directory, however, after my experience I've had this removed and colleagues have cancelled their trip to this place as it was so poor. Do not waste your money or time in this place. In my 20 years of receiving massage this by far wins the medal for the worst treatment & atmosphere.

Fantastic experience: A lovely setting and lovely interior although their non or low alcohol options at the bar were very limited.

Positive experience: Went for a spa day booked through bannatynes although they’re changing provider - the spa is small and would be better if it had a separate relaxed seating area as seating around pool is limited. The staff were very friendly but could’ve done with more as changing rooms etc needed attention with robes:towels everywhere and cups on pool side. The spa is looking a little dated but was a pleasant enough experience not enough for a day visit more a morning or afternoon. The bar was pleasant and nibbles and drinks we ordered were good (a little expensive but expected price for kind of place it is) a little bit of attention from new business and more information available when booking this could be a very pleasant spa.

Negative experience: This used to be the best place for a spa day, following an unsatisfactory visit due to overcrowding, dirty towels everywhere, a £15 bowl of lettuce and a cold treatment room I enquired with staff on site, via email and telephone about anything they could do. The response I have had has been rude dismissive and unhelpful, instead of trying to resolve things the staff are more concerned with trying to prove me wrong than delivering good customer service. These day 'experiences' are not worth the money being charged.

Negative experience: Used the spa recently as part of a 2 for 1 morning with brunch included and all I can see is - I was completely ripped off! Paid £170 for the 2 for 1 spa deal and can’t see anything anywhere near that price with Bannatyne now. The inclusive brunch was pathetic - 1 piece of sourdough toast topped with avocado and poached eggs and prices of drinks were an absolute joke! £8.50 for a G&T! Before I realised how bad the prices were I booked a second treatment of a pedicure - which lasted 25 minutes, was done in the reception area of the spa, didn’t even include a foot massage but was absolutely ripped off at £60 (that’s right, SIXTY POUNDS!) for the “pleasure”!! Beauty therapist was nice enough but I know she won’t be getting paid anywhere near the £120+ an hour they’re making there so feel entirely ripped off! Oh and we weren’t provided with any spa footwear/slippers so we’re constantly walking around in bare feet (we were told this was included!) Won’t be returning.

Fantastic experience: Me and my boyfriend treated ourselves to a New Years Day overnight spa trip. We had the best time and were so happy with our room and the spa. My boyfriends food was great but I’m a vegetarian and my dinner was a bit odd and wasn’t really any other option but I expect this from fancy places to be honest

Positive experience: 1 night getaway solo stay. Spa - a nice concept but poor drainage. Floors were constantly flooded and slippery. No cups immediately available in the spa area, only in the room outside of it. Laconium too cold. Ice fountain didn't work. Restaurant - polite and attentive staff. Food tasty, nicely presented, and served quickly - however Eton Mess was way too heavy on cream. Room - cosy. Decor pleasing to ghe eye. Router next to the bed too flashy, kept me awake. Bathroom would benefit from having a hook to hang clothes or robe. Nowhere to dry towels or swim costumes. Safe at below the knee height, uncomfortable solution for people with poor back or knees. Reception staff helpful. The building could do with a bit of a refresh but overall has a potential, there should be more signage how to find main points of interest, I.e. Spa, restaurant, etc. 3,5 stars.

Negative experience: Recently stayed 1 night on a Red Letter Day Spa Break. The break included 1 night's accommodation with dinner, breakfast and 45 minute treatment for 2 people. Pros: Hotel looks very impressive and the grounds look well maintained. The hotel itself has a very rustic charm. Most of staff are friendly. The quality of the food in the restaurant was excellent. Negatives: Our room was very dated and located in the annex, the shower didn't stay upright and so you needed to hold the shower hose, stained carpets, locks didn't work properly and needed to jiggle the key to open them. The room was very cold as the radiators were switched off, we were standing in reception for nearly 10 mins before we could check-in as no-one was around. There was a broadband router on the wall of our bedroom which continually flashed making sleeping difficult when the lights were turned off. The main let down was the spa treatments which barely lasted 25 minutes when we had paid for 45 minutes treatments each, we saved our treatments until it was time to go and therefore we left feeling quite cheated and over-charged!!

Fantastic experience: We stayed for a spa weekend for my birthday. The spa is lovely and cosy and I had a treatment with a back massage and a facial, which was amazing! We had dinner in the evening and all the staff were very friendly, food was delicious. Overall it was a very relaxing stay and we felt very welcomed by everyone.

Positive experience: HONEST REVIEW- Booked 6 rooms with the evening meal included for a family break. Facilities are good but a few of the key staff let down the experience and make it 3 star at best. 1. Restaurant and bar Manager- was miserable at every occasion and let the bar experience down, didn’t smile once. Junior staff were more attentive. 2. Spa manager - saw many people including some family members just wondering around not knowing how or where to get a towel etc. No “welcome to spa” this is where everything is.. My wife had her nails done and most of what was supposed to be included did not happen. Essentially they painted them and that was it, don’t waste your money. 3. Reception on check out plus the General Manager - it appeared that the restaurant staff had decided to add the cost of 12 deserts from the evening to my nephews room without any question, signing of acceptance or advising that the deserts are not within the package price we had paid for our stay. Upon asking why this was being charged on check out, I was told that I have attitude… surely asking for clarification and explanation of why we were being charged extra in our eyes is not showing attitude? Eventually the manager came out to see us reluctantly and advised although the restaurant staff perhaps should of advised us he was not willing to give any discount or refund. Considering we were a party of 12 with 6 rooms I was amazed at this decision. It’s a real shame as the place and facilities are very good but from we all noticed, the more senior level staff just let the place down both in how they treat guests and their employees and we would not return.

Positive experience: We went here on Monday for a day spa which we were really excited about. We had a few issues prior to the day with the spa contacting us asking for payment of the wrong amounts and poor communication via email. The spa itself is really lovely, nice facilities and a few different areas. Disappointingly we weren't given any spa slippers (and no one had told us to bring any). I had a facial which was supposed to be 30 mins , great relaxing treatment however it didn't last the full amount if time. The outside jacuzzi was really hot which was great with the cold air BUT sand had been placed down I assume due to the ice and there was no where to wash your feet before you got it so there was a lot of grit in the pool. Staff weren't very attentive at lunch, food was super tasty though! All in am OK spa day but certainly not a luxurious one

Negative experience: Booked a spa day, indoor pool was freezing, jacuzzi had no bubbles for the 45 minutes we were in it waiting and the button didn’t work, staff said the heating in the pool was broken. Changing rooms have nowhere private to change unless you want to change in a toilet cubicle and put your clothes on the floor Was for my friends bday and we wouldn’t recommend or visit again

Negative experience: Been coming here for years and it goes downhill a little each time. This time, I didn't even make it there before being disappointed. I booked a spa day with treatment for myself and my sister in law, had to book on the phone as it wouldn't allow me to book or view packages online, I made this clear upon booking when the man I spoke to asked me to book online. Some time later, finally managed to book and pay, (money was taken two days after booking, 6 days before we're due) Sister in law gets a call the evening before we're supposed to go, to say we need to bring our own towels, robes and slippers, (though I made the booking) I then called to say I don't have a robe, or slippers I’m willing to take to the spa, I'm told I can just take a towel. I try to cancel as I'm not happy to do this, only to be told, I'm not entitled to my money back as the website states the robe, towel and slippers are not included in our package, and I should've seen this when I booked. I explain that I booked by phone as the website wouldn't let me navigate to make a booking, I'm then told my confirmation email would have had all this information, I wasn't ever sent one and I explain that the man I spoke to when I made the booking, should've made this clear, to then be told they don't have a man working there to take my bookings d if I wanted a refund I should've cancelled 48 hours before our booking. (By this point I'm agitated because every sentence out of this lady's mouth starts with "unfortunately") I then argue that I wouldn't be cancelling if they had robes, slippers and towels and as I just found out, this is the earliest point I could cancel, and it's due to their own issues not mine so therefore not my issue, again told about the website and bla bla bla, asked to speak to someone else as we're going around in circles, she goes off, comes back and offers me £20 as that's the cost of the rental of the robes, I remind her there's two of us, (now she doubles that) but even if I wanted money, it still doesn't fix the robe issue. I still can't get a refund!! I then said fine, I'll go without a robe and towel, but I will be as difficult and unhappy as they are currently being...I'll get a refund in 5-10 working days.

Fantastic experience: We spent a weekend here to relax in the spa. The food, service and hotel was excellent, we couldn't have been more pleased. We started with a visit to the cathedral in Wells which is an architectural masterpiece, intended to visit the prison in Shepton Mallet, but never did, used the spa, ate in the restaurant and visited Glastonbury Tor. The hotel spa is reasonably small, but it is brilliant. We had a back and shoulders massage which was very relaxing, and used the steam room, sauna (including the cold shower and jungle rain), swimming pool with indoor and outdoor section as well as hydrotherapy jets, and lounged in the outdoor hot tub which was definitely my favourite. We booked a superior double room and it was amazing, the bed could have slept six people, i had to roll over several times to reach my wife on the other side. The main room was in the listed building and was very shabby chic with mood lighting, pillars and wood panelling, a courtyard garden with access to the hotel grounds. The bathroom had his and hers sinks and double showers as well as a huge clawed foot bath. We ate in the restaurant and dinner was a culinary joy, the individual dishes are not large, so I would recommend two or three courses. Breakfast was equally as good. The staff in the hotel, restaurant and spa could not do enough for you.

Positive experience: Overall this place is amazing; great value for money, amazing customer service, the food is amazing, the spa is so relaxing, the grounds and rooms are beautiful. However, if you do get a 30 min massage, they only last about 15-20 min. Both me and my partner had them and his only lasting 15 min while mine lasted 20. From knowing a beauty therapist, and others with experience, a 30 min massage is meant to be hands on for 30min. If you go I recommend not going for a massage for this reason to save your money, but other than I’ll definitely be coming back to the spa.

Negative experience: I walked through the door. Two or three staff behind the desk did not notice me there. I headed to the bar. My intention was to have a proper drink but as I stood there the two members of staff were talking and thought they would rather finish their chat than attend to me. I said "I don't want to interrupt..." Only then did they ask me what I wanted. I asked for a coffee, ordered an Americano and was told I could only pay with a card. I said "You mean no guests can pay with cash??" They said no which I thought was incredible. After I sat down, they brought the coffee in a tint cup which was half-filled with coffee. I emptied the whole jug of milk into the cup which turned it into a latte. After my experience of being ignored walking through the door and having to wait for the staff to finish chatting and my coffee cup being half full, I abandoned my intention to enquire about staying at the hotel. I was happy to walk out the door. The place seemed cold to say the least.

Positive experience: This was our second visit, our first being our honeymoon 7 years ago. On the whole, the stay was pleasant. The room was very clean, a good size, and a lovely powerful shower. However, there is nowhere to put anything, and the mattress was extremely soft (room 7). Spa - clean, lovely atmosphere. Quiet when we went (late afternoon). We had two treatments, first a massage. It was only 20 minutes, but was very nice. Should have been 25. Second a facial, I had mine with amber who was very nice and I thoroughly enjoyed it. However my sister in law had hers with a different lady, who talked throughout the treatment and tried to sell the products which wasn't very relaxing. Food - the food is very good. We had dinner on one night, and sandwiches on a couple of occasions. We had to coeliacs in our group and they were well catered for. Staff were careful and always checked with the kitchen if they weren't sure about something. Downsides are the lack of snacks or light bites. Visit the Thatched Cottage Inn down the road for good home cooked meals at very reasonable prices. Staff - bar and restaurant staff were great. Reception were helpful and pleasant, but unfortunately there were problems with our bill which were difficult to sort out and spoilt the end of our stay. All in all, worth a stay but put your rose tinted glasses on

Negative experience: Bathroom flooded. Telephone to reception didn't work, single beds small,tired and uncomfortable. Spa facilities ok but towels everywhere and micro size changing room. Seating area could around pool can only fit 10 max. One saucer 2 cuos, no glasses in the Bathroom.

Fantastic experience: We had a wonderful stay at Charlton House this week. I absolutely could not fault the service at all. The staff were incredibly helpful and accommodating! My only minor niggle was that my partner and I were in a room with a steep angled ceiling and beams, and we're both quite tall, but we were immediately offered to change rooms should we wish to (we didn't opt to change, as we got used to avoiding the beams lol). The spa facilities were good, with different options to choose from. I would probably advise a sign indicating which shower was warm, and which cold in the sauna area, as I made the mistake of choosing the cold shower and got the shock of my life . Spa staff were helpful and changing facilities were very clean. Restaurant staff were good and always checked about my intolerance at each meal. I would happily go back to the hotel.

Negative experience: Disappointing. Staff were nice but the food was average at best . Veggie options were limited and of poor quality . We was particularly disappointed in the tinned pineapple 'Seasonal' Eton Mess for pud

Negative experience: Very poor afternoon tea, staff had no idea how to serve, outside glass table very dirty had to ask them to clean it, sandwiches could of had more selection and more of them! They had no boxes to take the cakes home said they had run out, gave me a roll of tin foil. The staff were not attentive and certainly need some training on customer service, would never return for afternoon tea again it was disgraceful , so anyone thinking of going for afternoon tea forget it, don't waste your money, this was for my friends 60th !

Fantastic experience: We were here for a family wedding and the reception, which was excellent, was at Charlton House. Our room was spotless, food and service were very good. All of the staff we dealt with were polite and professional and nothing was too much trouble.

Negative experience: Our 4th visit in 9 years. The whole place is looking tied now, there are parts they've added a lick of paint, but it needs a lot of TLC and updating. There is a lot of awful dirty/worn furniture in the lounges/rooms. It feels cluttered - less is more! Upon arrival the receptionist was very welcoming. Sadly that could not be said for The Spa who were not at all welcoming, we had to ask for robes/slippers, where to go etc. The Therapists remained seated behind their counter and looked disinterested. We were even asked by another guest where to get robes and towels! Our 55 min massages were quite honestly the most disatisfying we have both experienced anywhere. The spa itself is nice but also needs tlc, lots no longer working, damaged, missing tiles etc. The changing rooms were freezing cold. It's a shame really as it used to be lovely and has the potential to be great again. Our room was a good size (Pigeon Loft) however the double bed was actually a zipped twin. Not what we booked. It was made worse by having two different mattresses. We basically were sleeping separately in twin beds! Again, the rooms is pretty tired all round. Bathroom had been modernised but only highlighted how dated the bedroom was. The best thing was the restaurant. Bright and recently updated decor with new dining tables/chairs. Our evening meal was absolutely beautiful and breakfast was fantastic. The service we received from Luca during the evening was great. Overall it is fairly priced but I don't think we'll return again unless these things are addressed.

Fantastic experience: Wow. Wow. Wow. Everything about this place was incredible. The food, the room, the atmosphere. The spa has a hydrapool with different functions which was extremely relaxing for between sittings in the sauna, steam room and Laconium. I spent 5 hours in there before finally going to my room and relaxing for the evening. I was so relaxed, I couldn’t stay in the spa anymore I needed to sleep. My mood for the week after was incredible, I’ve never felt so settled and calm. Will be getting a membership so that I can visit regularly.

Fantastic experience: Lovely place, friendly atmosphere and staff. Really enjoyed our stay. Brilliant facilities at the spa.

Fantastic experience: My husband and I had our wedding here 6th august 2022, and I cannot fault this hotel in any way. All of our guests mentioned how beautiful the venue is, how attentive the staff are and how gorgeous the food was. Everyone was full and had the best day. A special to mention to Kat, our wedding coordinator. The planning process was a breeze and she made us at ease with absolutely everything. On the day she went above and beyond for us, and helped me to keep my cool before the ceremony when I was falling apart with nerves. I cannot explain how much she helped me to keep it together, and kept us well informed throughout the day. Caitlyn was also incredible (apologise if I have spelt this wrong). A massive help throughout the day, and I just wanted to extend my apologies for the disruption from one guest who was rude on multiple occasions. However both dealt with it incredibly well and the whole day ran without another issue, and we wouldn’t have even known! The hotel itself was amazing, the rooms were beautiful, we had room service which was incredible, and the spa is so peaceful, we stayed an extra night to relax after our big day and we are so glad we did! We will be back for our anniversary next august and we’re already looking forward to it! Overall, our day was absolutely perfect. Thank you!

Fantastic experience: We got a deal and saved a lot of money, had I have paid the full whack I might be giving a lesser mark. Staff are very nice, our room was huge albeit absolutely boiling at night but there is a heatwave on, food was good and the spa area was fine for what we paid. Like I say had I have paid full price I’d have been disappointed but with the offer we got it was mint.

Fantastic experience: Loved every minute, although the spa needs to be bigger, we were treated so well by everyone incl restaurant food was lovely beautiful gardens. I was told that they are updating everything it looks tired in places but oh so clean everywhere... Would certainly stay again.

Fantastic experience: My wife and I have stayed here quite a few times, excellent rooms, we have stayed in the garden lodge which is very nice and secluded, the honeymoon suit and the double deluxe which is our favourite as they are right next to the hot tub and they have a great upstairs bath and you can easily get both of us in, They all have massive beds aswell. Food is great and the staff are very friendly and helpful

Negative experience: We stayed here last eve and will not be returning. The receptionist was nice on arrival but took 20 minutes to check us in, other than that the staff found it an inconvenience to help guests, or even smile. On the off chance someone would help you they lacked experience in training and hospitality, almost laughable. The only thing I would recommend for this stay is the evening food which was good, however overpriced. I think this hotel is outdated and the days of its 4 star rating are long gone.

Negative experience: Check in - Upon arrival, I stood behind a couple who were infront of me to check in. It took 25 minutes to check in due to 'computer problems' and only one member of staff available which inevitably made everyone quite frustrated. Room - I was assigned one of the last available rooms which unfortunately for me, was on floor three. This meant temperatures were soo hot, I had to sleep on top of the bed with a fan facing me (the windows were not even open so the room could have doubled as a sauna)! Quite frankly, the heat was soo intense, a older person would never has been able to stay in there, it wouldn't be safe. General room cleanliness was 'average to good' I would say, very dated however, felt clean enough. Dinner - This was the saving grace, and why the hotel scraped a 2 star and not 1. It was fantastic. Service was great in the restaurant and I was impressed with the menu. After service - Upon leaving the hotel in the morning, I could not find a reception member of staff so I had to leave my key and check out as I had a meeting to go to. I then tried to call the hotel and every time I try, the phone line cuts off, like it times out as no-one is there to answer it! Shocking as I want my receipt! Maybe only visit this hotel for food, give the rooms a miss!

Fantastic experience: Fantastic hotel, excellent service all the time, food absolutely delicious, exceeded our expectations. Very comfy bed, best night’s sleep. Stunningly beautiful gardens. Spa amazing too

Fantastic experience: Loving our stay here, the room we're in has a great view of the gardens and is well sized, and comfortable. The staff are all very friendly and accommodating. We came primarily for the spa treatment and it hasn't disappointed.

Negative experience: Unfortunately we haven't actually been able to stay here as we intended as the staff make it impossible to make a booking for 4 people at the same time, on their website, and won't give a phone number to call! Ask for your number and say they will call you. Very poor customer service. Glad we have booked elsewhere as well after seeing the other reviews!

Negative experience: Good, if not slightly in need of updating spa (providing you don’t want to use the spa before 9am, like you need to leave early) and forget breakfast! The restaurant service for evening meal and breakfast is SLOW with disinterested staff and attitude who you can hear complaining in the kitchen about the stress. Waited 30 minutes to order dinner last night before leaving without food and witnessed a couple this morning who simply gave up all hope of breakfast. That said the prices are very good and the rooms luxury, the spa itself is one of the best I’ve been to with a fantastic sauna, stream room and hydrotherapy pool. The cellphone signal and WiFi are non existent. Definitely worth a visit but don’t hope to rush anything. But maybe that’s the idea.

Fantastic experience: My partner and I have visited Charlton on multiple occasions when visiting bath. The rooms are very unique and clean, the spa facitare exceptional, staff very polite and helpful and the grounds are well maintained and make for a very nice walk. We look forward to returning this summer.

Negative experience: Having a Spa day planned for Father's day was a pleasant surprise. This was tarnished by an elderly lady who claims she is a member of the Spa, coming into the Spa and asking a couple (on their wedding anniversary) who were laid on the long sofa together if she could lie there due to her having a "back issue", with the couple politely moving themselves to let her lie out and read her book. Then not long after the said member walked out to the hot tub and sat there reading her book so her back obviously wasn't that bad, with her leaving all her belongings on the sofa. This is not Spa etiquette and how dare she think she is above other members of the public who have also paid good money to enjoy the facilities (especially now in these times with the cost of living increases, a Spa day is now a luxury expense). If the said members spine was that bad then she should be no where near a Spa as health issues are asked on the on line check in system. The whole experience was soured by the blatant "I'm better than you so do as I say attitude of the member". This is not the 1st run in we have had with the said member as my partner had a run in with her before Covid when she just sat in the space my partner had left her towel in getting the towel wet as she had been in the pool/hot tub. It will be an extremely long time before we grace Charlton House Spa again and also whilst I am posting this. I feel that Bannatyne should close the said Spa and refresh the decor, it is looking a bit tired and shabby in areas.

Negative experience: Pretty rooms and decor but a lot of let downs. Firstly our room was the garden lodge which had a beautiful interior, yet the small patio and large windows (the only way to have natural light come in) was somewhat less enjoyable with all the public lawns having chairs facing directly into the room. Up to 10+ people were at one point facing us and some as late as 8 or 9pm being a summers evening with conversations being heard inside. The kitchen closes at 9, not 24hr room service as advertised. We just about got some food ordered before it closed thankfully as theres nothing around to go elsewhere. Average food, was pretty disappointing for what we expected here. Spa nice, looked beautiful but small, has great facillities for the size. 1 huge let down was on leaving I realised I'd left some expensive trousers behind, happily paid the £5.50 to send them to me and upon arrival they had been screwed up into a large paper envelope that had been torn and damaged in the journey. Zero care or effort had been taken in sending, kind of summed up the rest of the stay. Could be great but lacking a lot.