Mottram Hall

Negative experience: christmas dinner was diabolical. what id expect to be served in a prison as a “treat”

Positive experience: We went for our anniversary yesterday and the lady in reception was rude and unkind. We felt like no welcome at all, which made our experience not as nice as we thought. For this price the staff should try to welcome the guest in nice way, the service In the treatment and coffee was nice and actually made the experience a bit better.

Negative experience: I don't know where to begin with how poor the experience was at Mottram Hall. I paid over £700 for the Christmas stay package and quite frankly, I would have had a better time staying at the Premier Inn over Christmas. The only good thing about the stay was the building and the Spa. The Christmas eve meal was ok, the soup was nice, the main was very rich. The quality of the food at the breakfast was embarrassingly poor. Very cheap produce which was obvious. I bit into a sausage that was sour and clearly past it's use by date, had to spit it out. Bacon was tasteless and dry. The bread was incredibly cheap, I actually saw the brand they used and it was the lowest of the low. Clearly management are all about profit over quality. The Christmas meal was one of the worst I've ever had. French onion soup was dreadful as was my partner's pate. The main was acceptable but very disappointing, I only ate half as couldn't stomach the rest. As for the room, very small but the worst part was the bed. Again very small, but incredibly uncomfortable as were the pillows. I woke up both mornings with serious neck and head pain due to the poor quality of the pillows. Again, sacrificing quality over cost. For a hotel of this calibre, I would have expected a lot more in terms of comfort, I couldn't wait to get back to my own bed, which is usually the opposite after a hotel stay. Staff were ok but there was a constant sense that they didn't quite know what they were doing or a bit lost. However, the worst was the receptionist who checked us in. Not unpleasant but quite abrupt, rude and lacking enthusiasm. The toilet near the dining area was also not up to standard. The lock on one of the cubicles was broken and the hand dryer didn't work. Overall, this was a poor experience and I massively regret parting with my money. My advice to management (not that you'll take it), is to spend a bit more on quality and stop thinking about profit. Start with the food, you know it's poor and I'm not the only one who mentioned this, during our stay, we spoke to at least two other couples who said the same thing. Also, improve your pillows, they're terrible. And finally, give more training to staff so they're more confident. I know the response to this will be an automated 'thanks for your feedback, we will revert this back'. That is also something you should change, actually acknowledge what customers have said.

Fantastic experience: Lovely venue, rooms were nice but could do with being updated i.e windows - visited with work - bar prices were high, but luckily, our bar was free

Negative experience: Booked a spa day for yesterday. No lockers free in the changing rooms and we then realised it was over book so no where to sit in the spa so after 1.5 hours went home again. We have visited multiple times each time always comes with a new problem and there is always small hairs in the food (Like arm hair) The food isn’t great and they have had the same menu for years. Reception staff are rude and unhelpful.

Fantastic experience: What an amazing place to visit, staff great, venue great, food great Will see you again soon.

Negative experience: I recently experienced extremely poor customer service from Mottram Hall general manager and I feel compelled to share my disappointing experience. We initially booked our stay through Booking.com, which included breakfast as part of the package. Unfortunately, Booking.com cancelled our reservation (an issue outside of the hotel’s control and our own). However, when we rebooked directly with the hotel, we were charged £100 more per room, and breakfast was no longer included. What’s most disappointing is that when we contacted the hotel to address this issue, they showed no willingness to help. Despite explaining that this situation was beyond our control, the hotel refused to reinstate breakfast or offer any compensation for the increased cost. Their dismissive attitude and lack of empathy made us feel undervalued as guests. This experience has completely soured our view of Mottram Hall, whereby we were once regular customers. Not only will we not stay here again, but we will advise others to think twice before booking with a hotel that clearly lacks basic customer care and would rather rip guests off than show customer care and understanding when it was not the fault of the guests alone. You may not have caused the issue as booking.com has but it is your premises and you have available rooms and etc to resolve the issue or charge as you please or at the very least reinstate breakfast. This level of indifference is unacceptable, and I hope future guests are treated better than we were.

Positive experience: Very noisy infront of my room the rest was a nice experience.

Fantastic experience: This Hall is located not far from aldrley edge, amazing location with a golf course for those who love to play the sport, ideal location If you want a nice relaxing break and spa day for all family or couples.

Positive experience: Nice hotel, there for a wedding. Venue was lovely and presented well and enjoyed it. Do watch out for the front bar (not the one in the event room). Seems they add a gratuity to each bill and then ask if you want to tip on the card machine also. You can ask for this to be removed but you would have to ask for a bill first. Then ask to remove. When queried and passed to the manager who confirmed the addition fee but and that it was standard practice even though there is no info on this and it’s not declared to customers. The manager also could not answer what the amount added was as it was not 9 or 10% as he mentioned. Oh and when queried in the event room we were told they don’t do the extra gratuity only the front bar does (residents bar). So it’s not standard practice.

Positive experience: Stayed for 2 nights. It’s the 2nd time we stayed and the 1st was great. This time was not. Our room was on the GF and really noisy. The first night after being woke up countless times by our radiator whistling I rang reception. It was 3am but no answer. I decided to get dressed and walk down. The guy was great, gave us another room and we moved in the morning. What annoyed us the most was the girl at reception the next day. We went to give our room key back (old room) and explained what happened. She simply smiled, said they know, and off we went. We just wanted an apology but there was nothing. Beside that, the spa was great and the food at the carrington grill was lovely. The staff were poor. Bar staff in the champagne bar were atrocious. They were rude and spent all the time staring at the computer. The male changing in the spa is bad. Lots of damaged lockers. 2 of the 4 showers were out of order. On one day, the changing room sink had hairs in from someone having a shave. They were still there 6 hours later when we left the spa Overall the place is nice but it needs a shake up with staffing and a general tidy and modernising

Negative experience: Very disappointed with my stay at Mottram Hall. Definitely not worth the price that we paid! Firstly reception staff were not helpful, I was not told about the location of the spa, restaurant/pub. We went to the pub ‘Barney’s’ for our dinner as the restaurant did not have a great selection of food. However this was terrible!! We waited over an hour for our food and there were only 3 other couples here so could not understand the long wait. Once the food arrived i was very disappointed as my pizza tasted like a freezer one. Considering an hour and a half wait I was expecting something a lot better! There was a singer on in the pub that night which I thought would be lovely however the volume of the music was ridiculously loud! The other couple next to us also complained about this. The staff were not apologetic about the long wait for food. Once we got back to our room I noticed that there was stains on the white bedding which was very off putting. The bed was also on wheels so this moved during the night. This has to be the most noisy hotel I have ever stayed in. The walls are paper thin and could hear every conversation next door. When a toilet or water was ran throughout the hotel the bathroom made an extremely loud noise which kept us awake throughout the night. This was also old and mouldy. Breakfast staff ignored us and once we got a drink the glass was dirty. Spa itself was amazing however would AVOID OVERNIGHT STAY

Fantastic experience: The guy on reception had a bit of attitude. The restaurant treated me like a 2nd rate citizen, as I wad dressed in shorts and hoodie, straight from the gym, I only went there as the golf place had already closed for the day The rooms are good The location excellent Some of the staff are truly wonderful The breakfast was excellent, but ask for a tea pot of tea, other wise your waiting for a fresh cup of constantly asking for a refill.

Fantastic experience: What a truly amazing, beautiful, wonderful experience. I enjoyed every single minute of it. I am one very happy person at this moment in time as I feel I have really been pampered. I also treated myself and my daughter to the Elemis products. Thank you for everything.

Fantastic experience: What a lovely experience, stayed overnight had lunch, dinner and breakfast ( all of the food was exceptional quality) and a 50 minute treatment, I felt thoroughly spoilt. The staff were all so friendly and happy to help make our stay memorable, especially Thea in the Spa Cafe, I’ll definitely be returning. Thank you Mottram Hall team.

Negative experience: Emailed multiple email address a complaint based on our room being dirty and smelling of damp-photos sent etc. All 4 emails have been ignored. Shocking customer service. Also,emailed again based on response from Sarah below-they have even ignored this email! Sarah-please reply to my email as you suggested that I use this email address and I would be responded to. Never had service like this before

Fantastic experience: A wonderful stay, fabulous food and the spa is just brilliant! Would highly recommend.

Negative experience: Rooms were dusty and full of cobwebs. Room was boiling with no way to cool it down. Apparently it's a problem throughout the hotel. We opened the one small window we had but there were vents outside the window and it was loud. I've had better bathrooms in a premier inn and it was mouldy and outdated. Breakfast restaurant staff ignored us and we got a drink after we ate. Breakfast food was OK. I would save your money. This absolutely not worth the money they charge and it is daylight robbery.

Positive experience: Great visit again, though room not as good this time and would be good to see a menu change.

Positive experience: Very friendly staff despite large numbers of visitors. Also welcoming on my regular stay. Gym and swimming pool are first class.

Positive experience: Room was big but plain, stained (carpets), two single beds pushed together as a big bed and sand paper loo roll. Service at the front desk was good as was the restaurant. Decent in the spa. Location of the venue is excellent as are the grounds it's situated in. Finding the meeting hub area, the rooms etc is relatively difficult as it's a bit of a maze but you figure it out eventually. In summary, the spa and gym are excellent, the food was very good (particularly in the evening) but the hotel itself was very average in terms of rooms and service etc.

Negative experience: The hotel side staff/team culture at this place is so far laid back across all departments that it’s already fallen over and unless there is urgent change it’s going to die on its back. Online booking system is a dinosaur and not user friendly. Pre comms were dreadful. 2/3 days delay time on emails between reply from reception. On arrival at reception it got worse with the front desk unattended for about 3 minutes. When the young lady opened the door and saw me - she carried on her brief convo with the back office. Not impressive - however once she acknowledged us and got started she dealt with us great. Spa Restaurant - arrived at door. Host dealing with other person ahead - fine. Said person left and host continued to ignore me for way too long and carried on tapping the keyboard…. Just acknowledge me for goodness sake!! Shambolic hospitality! On actually acknowledging me / he then wanted spa card as he needed the “folio” number… was never told this and then had to go back down to the lockers and get said card. No hot tea served in the restaurant. Water it was then. Service was touch and go but for a 2pm reservation to only get the starter at 2.35pm after being asked if we were still waiting was a bit of a joke tbh. Waiter then had to ask if we were waiting on our mains - as he did a further 7 other parties tables. In terms of the hotel and room 444… Old, dated, mouldy bathrooms, rotten windows, old dirty bedding, old dated TVs and furniture. Bar looks like it more suits 1979. Dinner was reasonable. Waiting Staff were very good, Breakfast - disgraceful. You should be ashamed of your offer. Rude gentleman on checkout. Sorry but it’s no from me.

Negative experience: The room I booked was terribly dated and very tired, which was disappointing for the cost. The bedding was a disgrace and you get better at a Premier Inn. Disgusting old pillow protectors hanging out of the pillow cases, holes in duvet cover and pillow cases. Sheets that didn’t fit the bed. Reception asked housekeeping to change the linen , a lady came to the room and advised all the linen was the same quality. Reception then moved me to a better graded room. This room was better but still dated and tired. It had terrible cobwebs that must have been there for some time. The bed linen was better but the duvet cover still had strange holes in the top corners that the duvet poked out of. I would not come again as it doesn’t justify the cost by any means. It feels dirty because of how tired everything is. Very glad to only be staying one night.

Fantastic experience: Played golf on what is a lovely track, but a tale of two 9s, lulls you into a false sense of security with the front 9, back 9 gets tough but one to play

Positive experience: Card payments only is rather disadvantageous Having to bring your own padel balls is also hindering

Fantastic experience: Delightful. Service was very friendly and rooms were great, especially the beds. The area was nice for a little walk around as well - I didn't use any of the features like the spa, gym, or golf, but heard very good things while I was there! Traveling to and from was okay via public transport, but recommend a taxi from the nearest train station.

Fantastic experience: Spa and gym are very luxurious, staff are attentive and it is always very clean. Leon is very enthusiastic and cares about the members’ experience which is good to see. It is a pleasure to go to the gym or a swim. The new pool in the orangery and garden hot tub are a great new addition and the gym itself is very nice too.

Negative experience: Traveled 3 hours to stay at this hotel for my partners birthday, arrived and check in was extremely busy, got to our room which was absolutely filthy, dirty linen, thick dust, blood on window cills, spoke to management who sent the head of house keeping up (who had the worst intimidating attitude and told us "well I can take the dirty curtains down but you'll be sleeping with none up because iv got none to replace them with ") She then brought up a bottle of prosecco to the room to apologise but brought dirty lip stick stained glasses with it... spoke to management again who advised they were fully booked and couldn't change the room and advised I'd need to speak to booking.com to request a refund, which I did but the hotel refused to respond. Would stay well clear of this place, has the potential to be absolutely beautiful but we were let down massively

Negative experience: Alright facilities but terrible experience. Took a month to get a response to 4 emails I sent and countless phone calls. Queued for 20 mins when we arrived on time, wasting our spa time. We didn't have issues with our booking but everyone in front of us did. No lockers available (had to use the men's lockers) or loungers when arrived. Fob didn't work, took another 10 mins to get fixed. Hot tubs were all full, with children running around which wasn't very relaxing. Staff were fine and the actual facilities were alright, but definitely not worth the money.

Fantastic experience: We returned for our second stay and were thoroughly spoiled and looked after really well. Champneys are aware of a few issues with vegan and dairy free options but plans are in place to address this. We had a really great relaxing stay and will look to go back again in the future. Well done Sarah and all the team!

Fantastic experience: Enjoyed a weekend of golf and a dinner and breakfast was surprised to be fair of how good it was due to the group number (16) but it was a fantastic meal and excellent service all round

Fantastic experience: Had a spa day here and it was amazing from start to finish. Warm and welcoming staff, amazing facilities, tasty food, and plenty of it! Francesca gave me a lovely facial treatment. What a wonderful day, thank you!

Fantastic experience: Lovely hotel. Attended as a wedding guest which was beautiful. Food was great, service great.

Fantastic experience: Been going to Mottram Hall for years and been a member for about a year. I’ve had a really good experience. Recently started doing PT with Leon and it’s going really well. Leon listens carefully to what you have asked for and the tailors sessions to your needs. He’s friendly, positive and all that you would hope for in PT.

Positive experience: I had a horrible event happen due to personal circumstances. I would have been safer if the bathroom lock worked. Although the night receptionist/manager helped and checked in - no note was left for the morning one so had to go over everything again. I would have expected a little more sympathy and help during what was an awful event

Negative experience: Absolutely disgusting, I don't even know where to start, I'm not blaming the young kids who work here as I genuinely believe they've been thrown under the bus and left to deal with the chaos. There's a quite obvious issue with customer service/recruitment and training. From top to bottom, Spa to restaurant, this place has completely failed, to the point we ended up phoning a local pizza delivery and ate in our room, which was by far the highlight of our day. If you have the opportunity to come to Mottram Hall, DON'T, please please please do your research before booking, don't waste your money, that's all I have to say.

Negative experience: Would not recommend. We visited for a spa day and stay, upon arrival receptionist at the spa was lovely however unfortunately that's where the good experience ended. There were no available loungers in the spa as all had towels on despite a notice stating you cannot reserve however there were only a handful of people actually in the spa. When we went to the bar to order some drinks the waitress advised if we were wanting hot drinks she couldn't do them as she was busy. When checking in to the room, the room we had upgraded to wasn't provided to us and the receptionist could only apologise and advise they were full. Rooms dated and extremely noisy from the outside and neighbours (rooms 162). Woken at 3am to what I can only describe as someone kicking their door down shouting their friends name, when they managed to get in the room they were constantly in and out leaving the door to slam shut, this continued till past 4am. I can honestly say I have had a far better sleep with more respectful neighbours in a premier inn. The restraunt we sat in for over 30mins and asked to order drinks twice before we left (despite having a £70 voucher for the restaurant) and ordered a takeaway which we ate in our room. Such a shame as this place isn't cheap, I expected more. Overall this hotel and spa is no different to a Village hotel, it has obviously lost what standard and reputation it once had.

Negative experience: The room is a bit tired and there is something weird in the mug which i didn’t noticed until I drank the coffee. Got disgusted ,,,,

Positive experience: Lovely location, nice grounds and impressive building. Unfortunately the hotel bedroom was not very nice. Very tired looking, marks on the walls and stains on the carpet. It was clean, but felt depressing. The bedroom looked over the roof of the spa and all you could hear was aircon noise coming from outside the window. Luckily we brought ear plugs. The food and spa were both lovely. After dinner there was not much atmosphere in champaign area. We were also promised lunch as part of the (Bring a friend fot £20 Champneys package) but noone informed us that you had to eat in the spa before 2:30pm. So we didnt get everything that we paid for. I would not stay in the hotel again, but would visit the spa. It is a shame because the hotel, could be so much better. Not the luxury birthday treat we expected.

Negative experience: Rooms are basic, no room service, hardly any staff at dinner so really slow service . No cutlery at breakfast time we had to walk around looking for it .. our treatments were cancelled due to a staff sickness and postponed until the next day .. I Wouldn’t return to this hotel

Positive experience: Enjoyed our stay but: People hogging beds leaving towels on beds for over an hour Some sunbeds/loungers unclean clean and stained! Not nice! Dirty carpets Jacuzzi not always working Dessert, offered soup spoons as cutlery It would seem some of the international staff, although very busy, may benefit from further training. It hasn't put us off but can be improved to uphold it's reputation

Positive experience: The food is not great. I had a steak full of gristle. For the price you pay, I’d expect more. No offer of a discount from them.

Fantastic experience: A truly special spa day. An unexpected surprise of breakfast (which we didn't know was with the package) clean, elegant facilities. Lunch was light but very tasty. Really worth a trip. I would recommend.

Fantastic experience: I had a lovely stay, lovely food, service and spa but the quality of the room was extremely poor and very dated. It was quite off putting to be honest , they are in desperate need for a refurbishment

Positive experience: We recently visited for a spa break with my mum, the spa it self was amazing so spacious and clean, the changing rooms are small but had great facilities eg little room to dry and straightener, the showers where so refreshing, I had a contour facial and it was amazing the therapist are so friendly and made you feel so relaxed, restaurant where we had lunch was bad we waited 50 mins to be told they have lost our order , the told us they need the table back so we have to have our dessert downstairs later which was cold and should be warm, all we was offered was a glass of processco, I was starving 11 till 6 with small chicken casserole all day. We was not the only people that day they did it to 2 other tables and brought meals put before starters and desserts before mains. 1 couple complained and the manager pulled a funny face behind their back, apart from that the spa was fantastic they just need to sort out the restaurant side.

Positive experience: Spa was exceptional. Golf course and service for golf was exceptional. The hotel is lovely as are the rooms. However the service in the hotel restaurant was poor for a hotel of this class. I will return for Spa and Golf.

Negative experience: Went to mottram hall spa and was very disappointed with the standard of facilities. Locker rooms very small, doors damaged, small changing rooms, only 2 hairdrying facilities in a small room. Smelt of drains. Not enough loungers around pool that were then hogged by others with towels and left whilst gone for coffee / lunch even though signage said not to. Scuffed dirty walls and woodwork. Jacuzzi water.looked dirty.

Fantastic experience: Absolutely gorgeous spa. Friendly staff Great food. Very clean

Positive experience: We stayed as part of the overnight spa package. The location was beautiful, however the bedroom looked a little tired. The layout of the hotel was like a maze and the signs for your hotel room didn’t quite correlate with where the actual room was, so a bit confusing. The Carrington Grill was good, the service was friendly and food tasted good. There was a good choice at breakfast!

Fantastic experience: Absolutely loved our spa day - mother and daughter. ❣️❤️ The whole experience was lovely from start to finish. Very well decorated, staff lovely, good coffee, food in the restaurant, thermal rooms, pools. Treatment was absolutely gorgeous too, feel totally zen even a day later Champney Spa is a must for anyone who needs a relaxed day

Positive experience: Grand building, very scenic setting, polite and helpful reception staff. But located away from everything, and rooms look tired and worn. Getting to some rooms is a hassle with stairs and long passages. Breakfast was good but nothing special. Room aircon was iffy and windows could not be opened.

Positive experience: Lovely setting and staff just cleanliness of facility leaves a lot to be desired. Also lots of lockers not working in changing rooms.

Fantastic experience: Lovely spa break. Food good. Service good. Spa treatments great.

Negative experience: There are much better at a fraction of the cost. If you want used glasses and plates outside doors for hours and hours on end, if you want a pool littered with used glasses which no one seems to collect, ever - then this is your place. Food was terrible. Lobster Mac and cheese with no lobster, Caesar salad with mayonnaise no Caesar dressing - then told it's Caesar - sorry but eyes and taste buds say otherwise. Plates just left outside rooms. One in particular, had old eggs and beans on, sat outside our room from breakfast time until past 9pm. The staff must be aware of how bad it is because upon check out they didn't even ask how our stay was. They just said thanks bye. Go elsewhere.

Positive experience: Leon makes a great cocktail. Lee manages the restaurant really well. Sadie is really efficient on reception

Positive experience: Area is lovely, the staff are so helpful, lots going on with the golf, spa and padel tennis. We travelled from east London but thought the long journey was worth the effort.

Positive experience: It's a hotel next to the spa. "Walk outside, round the building to the spa" was the instruction. No walk through the building, no robes for breakfast. I feel Mottram does not offer the spa stay that it promised more an hotel, golf club and sort of tacked on spa.

Positive experience: Tale of two halfs so for a family wedding beautiful service, lovely venue, great staff. But terrible terrible hot buffet. Do not get this if you get married. Even my son who eats anything couldn't stomach hard undercooked potato salad,a hard brioche and cold burger.

Negative experience: Spa was nice and the room was ok but the service in the carrington grill was abysmal. The service was incredibly slow, witnessed the couple next to us get up and leave after waiting an hour for mains, also witnessed two entire tables get fully comped because staff just forgot about them, also one guy refused to pay for a starter because in his words ''was absolutely terrible'' The steak we got was £36 for an 8oz sirloin steak and four cherry tomatoes(Yeah thats all), sauce was £4 extra, and chips £5 extra so a total of £45, also no steak knives were given when they finally arrived so again had to ask, also asked for two small wines but two large ones turned up, anytime a drink was finished youd have to flag someone down to ask for another not once did anyone actually come and ask if you wanted anything, the time between ordering/meals and plates being taken away was just way too long. When we finally got the bill the two large wines were added and a gratuity was added, so i asked them to take both off. I honestly regret eating at this place and will never return here.

Positive experience: Lovely relaxing spa day followed by no sleep in the hotel room due to excessive noise caused by a wedding party (until after 3am). Food (lunch and dinner) was good though, although breakfast was a let down.

Negative experience: No Door lock broken Toilet screams when if flushes Taps dirty…toothpaste Air con doesn’t work…controller fell of wall No tv signal Plastic wall socket randomly falls off wall Dated, over priced. Burger okay except called mate by a waiter. Car chargers out of service. Over priced….3 star at best.

Negative experience: Beautiful to look at but severely lacks inclusivity in all areas. Made to feel like we were not welcome as it was for a certain class of clientele. No phones signs everywhere, but every single person sat by the pool was on a mobile phone. People claimed seats for the day with their belongings, some not returning at all throughout the day, leaving us unable to just have a sit down. Lunch menu excessively 'upper class'. Only offered wine menu at additional charges. Came away feeling more stressed and anxious than when we went in, which defeats the purpose of a spa day. Why offer brilliantly priced deals to cater to everyone's budgets to give the complete opposite when there? Left feeling confused, embarrassed and unwelcome. Such a shame, it's picture perfect but far from actually being perfect.

Negative experience: The location of the hotel is stunning but it's back of house staff let's it down. All the front of house staff are very friendly informative and professional. Would love to say special thank you to Sadie, I would employ her if she ever moved to London, very professional young lady

Negative experience: Champneys was a very underwhelming experience. Changing rooms cramped, outside area cramped, hot day and the pool doors not opened. No waiter service by the pool. No snacks at the bar apart from cakes. Lunch menu limited.

Negative experience: (2 Updates at bottom) Disappointed by our recent stay. This is not our first stay at Mottram Hall, but it maybe our last! Lets start with some positives... The spa was lovely, and Lunch and breakfast was great. However, a few negatives where topped off by a bad experience when we spoke to staff. The Hotel room was poor (to hot, small, noisy), our evening meal food quality was poor (obviously sat under a hot plate for to long and dried out) and finally in the bar we where over charged for a bottle of wine - even when it clearly stated prices on the menu. We told the staff at the evening meal about the food twice - nothing was done. The final straw at the bar, when the barman couldn't not explain the price difference led me to asking to speak to a manager. The outlets manager came and spoke to us, and asked us to email him the details of our experience. I did this a few days later and one week on - we have not had a response. Very poor customer service, including not being asked about our stay when checking out - which is pretty standard basic service at any hotel. So a disappointing spa/hotel stay for a birthday celebration, were a few minor issues and lack of action of feedback has left us disappointed after the amount of money spent over the 2 days - we are unlikely to return or recommend this over other spa/hotels in the surrounding areas. UPDATE September 15th. Moments after a comment from Mottram Hall on our review, we received a email. The email was positive and acknowledged our issues, and said they would be in contact soon with further information from our feedback. Over 3 weeks later, we have had no further correspondence and this matter is obviously been totally forgotten - seems they only take notice of reviews posted here publicly.. A total lack of customer service or after care from our feedback, leaves us disappointed and sadly we are very unlikely to return. This pushes our overall review down to 1 star. UPDATE September 24th After posting the above update and replying to the last email received, we received a reply from Mottram with apologies and the offer of a complimentary Spa Day. We will probably take them up on this at some point in the future, and will post a new review. Hopefully our initial experience was just a one off.

Fantastic experience: Great spa stay but I couldn’t use my return voucher deal as no reply from reception when I phoned many times & no reply to email I sent to reception. Very annoying!

Positive experience: Spa day was great & on the half price deal good value for money. Only issue was lunch where one meal didn't come until the other 3 of us had finished ours. Chef said they'd made it but goodness knows where it went!

Positive experience: I’ve been to this spa twice now and although they have very good packages for the money I wouldn’t return as they always seem to overbook the spa. It is so busy and you can rarely get a seat to sit on yourself, let alone with someone else! Because they are so hard to get people then reserve them while they go to lunch etc and it ends up feeling like you are in Benidorm not a nice spa in Cheshire! There’s always been one or two things out of order when we’ve come too. Lunch is nice and the treatments are great but overall wouldn’t return as always end up leaving as it’s so busy! (I have always been during the week too!)

Negative experience: Room was dated and dirty, booked a classic room, got a standard.. my room was very noisy.. overlooking the laundry room.. what should have been a great relaxing weekend was ruined by this over priced shabby hotel. No draft beers in main hotel, limited selection of food in the restaurant. As its a golf course as well as hotel the car park was completely full and parking is a long was from reception.. I would not go back, there are cheaper nicer hotels in the area.

Negative experience: Not great. Waited 10-15 minutes to check in. No locker keys available on arrival. Cushions on furniture wet. Breakfast offering non existent on arrival.. waited 10 mins for member of staff to make an appearance. Lunch was lovely and spa facilities were also lovely. Ordered a drink from the cafe bar and member of staff opened the bottle of passion fruit lemonade with his teeth ???

Fantastic experience: Really nice place, good but long golf course, excellent spa, but the staff were, to a person, really friendly. They were the stand out there.

Positive experience: Considering the offering this hotel has, it was a bit grubby/dirty in places. The waitress served my salad with her thumb buried in the leaves... the price for food/drink was equivalent to the high-end prices seen in London, but quality was not on par. Gardens and woods were lovely. Swimming pool and gym are accessed by leaving the hotel... make sure you get a robe from reception on arrival or its a chilly trip to go swimming! Breakfast starts from 7am, which is not useful for business purposes (or probably airport travel). Receptionist was lovely as was the barman, but good service ended with them. Overall, it offers more on 'paper' than it does in reality.

Negative experience: I reserved two rooms with twin beds in each but we were given two rooms with one queen bed in each room. The rooms were also very hot. There seems to be some sort of heat source we could not control and there was no air conditioning. Uncomfortable and disappointing. I did not receive a refund for the mistake. They told me my twin bed request was just a request and not a guarantee. I had even been on the phone with them from the U.S. to confirm the twin beds. The grounds and the gym are very nice but the room experience was disappointing.

Positive experience: My expectations of Mottram were quite high however I was disappointed with the below; Only a limited amount of lockers in the women’s changing rooms were working and I ended up having to give my husband my bag to store in the men’s locker room. The jacuzzi in the indoor swimming pool area was beyond disgusting, needless to say no one used it. The lights in the room weren’t working but the facilities manager did sort this out very quickly which was good but he was unable to stop the buzzing noise in the bathroom which seemed to be coming from the shower. The room itself was full of cobwebs and it could have been cleaner, the pillows were awful and beyond well used. The reception staff were over run and therefore didn’t give the best welcome, whilst they were really polite, I had to ask simple information like, check-out times, breakfast times etc.

Negative experience: We changed room 3 times before securing a room that reflected the price. The first rooms were dark and noisy. At dinner, our food took over an hour to arrive. It was lovely when it was finally served. Sadly I had to chase this twice. The manager did offer us complimentary deserts to compensate. At breakfast, I also had to chase refills of tea/ coffee. I will try Champney’s again but not Mottram Hall.

Fantastic experience: Beautiful place. Went with my sister for a spa day and loved it. Treatments were a little confusingwe had 2 different massages but upon review seems we wereboth given the same one. Facilities were great, lunch was lovely and the staff were all very helpful.

Negative experience: Spa days are overpriced and bang average. Ran by kids. Not worth the money. Lunch menu is limited and you have to pay extra for for balsamic vinegar and olive oil, despite a spa day ticket costing upwards of £99. Lunch didn't taste fresh either. The cold room wasn't working on our visit which did limit the hold/cold treatment I booked for. The gym is primitive and basic, not worth it. No way is a spa day here worth £99 each.

Positive experience: The hotel is beautiful but the rooms are very standard and old for the price. The breakfast isn't great if you don't eat pork. The staff are very nice and helpful.

Positive experience: Great visit, I felt the vegatarian choice at dinner in restaurant could be improved. Not disabled friendly, getting into main hotel reception was challenging, big step two manual doors, no hand rails

Positive experience: Lovely stay, staff were brilliant, friendly and helpful. Food was fabulous and good portions, spa was clean and good facilities especially the outdoor pool. Treatments were good, therapists friendly and made you feel at ease, although for the price thought they should have been excellent.....Standard of the room was disappointing, dead flies in the window sill, frayed wires on the lamp and a light switch which fell off when we pressed it. Shower was poor, looked overstretched and water not much more than a trickle. Overall we really enjoyed our stay, left feeling relaxed and refreshed and would go back, hopefully in a different room though

Negative experience: Very bad experience. A contrast to our previous visit one year before. Staff not well trained. Taking plates of food from us before we even finished the meal ( food still in the plates.) in fact I was still chewing some of it. Forgetting parts of our orders… and then trying to add it to the bill. No room in the spa for all the attendants. It is supposed to be relaxing . Not like we were in a fish market. Not enough sitting area. The room was ok but the thin walls made it sound like the next door guests were in the room with us. I could hear every word. Overall a disaster of an experience. Will put in a formal complain and not returning .

Positive experience: I wouldn't rush to return. Definitely not value for money. We were put in the wrong room, and although they moved us when I questioned it, there was no apology or explanation. The breakfast was disappointing. We were only offered what was on the buffet on both mornings, but on looking at the website, there was a menu with other options. This should be made clear and ideally menus should be on the tables. The staff were all very young and quite inexperienced. It would have been improved if a manager was present to help organise the service. I'd suggest providing pots of tea rather than having to get someone's attention every time you want a refill. Also, staff should be more alert to cleaning tables. The hotel itself looks a bit tired in places - rotting windows, etc., so it needs a bit of money spent on improvements. I was there for a wedding and that part of it was perfect. Considering I booked using an offer, it was still nearly £700 for two nights. Having stayed in similar hotels, and paid a lot less, I couldn't justify returning to Mottram Hall.

Positive experience: After reading reviews we were a little nervous. Our experience was excellent. Lovely spa , hotel room and great food and service . We went on a bring a friend for free deal which was amazing value for money . Only negatives were there was a lack of info about how the stay worked . We weren't sure where to go when we arrived , only discovered by accident we could use spa and gym in morning of our departure and when we got to our room no info on things ( eg times for breakfast, where hairdryer was( it's hidden in a secret drawer! You'd never find it!) how to phone reception-( only numbers in phone 999! a long walk back to ask about hairdryer!)) Found this strange as normally this info would be provided . No E mails in advance or info in room or in TV. Apart from that everything was excellent.

Positive experience: Room was terrible - very outdated considering the price. The spa facilities were amazing but treatment couldve even better.

Fantastic experience: Stunning hotel, grounds and spa. Great car park size. Gym enough for what I needed and modern equipment. Food was amazing for all meals and staff really helpful. Will definitely be returning!

Negative experience: I expected much better from a Champneys, drinks way over priced £4.50 for a small tonic, I realise businesses have to make a profit but that is 500% mark up . The rooms need a good clean, bathrooms dated and need a good clean. The bed was great and the room facilities. The breakfast was cold. So many better places out there at better value

Positive experience: We stayed at mottram hall last year for my anniversary with booking for the spa. The experience from start to finish was shocking. There was no staff to run the hotel and we had issue from check-in to check-out. We complained and after many emails we eventually got a free return visit to the spa with us paying for the hotel room. A week before our stay we checked to see if everything was OK for our stay and nothing had been booked in. To be fair the lady sorted everything out and she also gave us the room for free as well. So off we went to try again to see if this hotel and spa had fixed its major issue. To be fair the staff issue had been sorted out and the place was running OK with no staff issue found with our stay this time. There was a couple of issues that have been said in previous reviews. The breakfast isn't enjoyable and for a budget hotel like Premier giving excellent breakfast service for alot less money mottram needs to listen to its guest and fix this issue. The spa did have your welcome bag on this visit and its was clean with no big piles of towels in the changing rooms. There was issue that needs to be addressed to help your paying guests. Men's lockers have major issues with many being broken and unable to lock them. I'd recommend you get a company in to give them a major overhaul because they look and work like a swimming baths lockers on a council run swimming baths when's it's a 5* hotel. The seating around the pool area is out of control and needs addressing now. We arrived at about 1pm and there wasn't one available seat around the pool. There was say 10 seats all with stuff on them but no people using them and this stayed the same ontill we left with no one going near these empty seats. I'd say that these had been left by guests that had to leave before 11 that day and because no one is in charge of that job its just left. Things had definitely improved in a year but there is still issue and if management fixed the repeated issue that everyone has said over and over again it would regain its 5* ratings for paying customers as at the moment its 4*. We still enjoyed our stay and hopefully the issues we had will be fixed before our next visit.

Fantastic experience: Our Wedding Day We knew when we got engaged that Mottram was where we wanted to get married. As a couple, we’ve been going to Mottram for a few years for spa days and we just knew the St Andrew’s Suite would be the perfect setting for our special day. The whole wedding team were great, from the booking to the checking in with us to ensure we were on track with everything and offering help and advice when needed on the run up. The week before the wedding, we met with Paul, who explained how the day would run and discussed any specific requirements we had. He was extremely helpful and made us feel like everything would run smoothly on the day, which it did! Peter the toastmaster was also very helpful on the day, making sure we knew where to be and when. We can’t thank the team at Mottram enough for making our wedding day the most amazing day ever!

Negative experience: stayed two nights - our suite was up three steep flights of stairs (no lift) over looking the rear roof of the hotel - furniture very old and poor quality it was a large room with a couch so not really a suite - no fresh coffee and a dozen types of teas Food was very poor - dried out filet steak - soup cold sent it bak they put it into the mirco wave so had a hot plate and warm soup - really?? Not what you would expect from this type of hotel Asked for a martini in the bar - bar man didnt know how to make one so had a G&T the barman poured the whole bottle of tonic in to the gin - tonic and a touch of gin anyone? Had lunch at Champneys resturant for lunch (you need to book as chef can only look afer a small number of guests , turn up early and you have to wait until it is your turn, quality of the food not great and I notived a lot of dihes were either returned or left uneaten. Ordered a flat iron steak ( surharge £10) it was impossible to cut into - waitress offerred a refund on our drinks so it didnt go down as a complaint against the food We spent just over £1,000 for the two nights not a great trip will not be returning - Spa excellent apart from their resturant

Positive experience: An Honest Review: I booked Mottram Hall for a getaway to celebrate my first anniversary and was fairly disappointed. The place feels worn out and poorly managed. Positives: 1. The reception staff at the spa were welcoming and provided a robe, flip-flops, and clear instructions. Customer service from the reception and restaurant staff was consistent throughout our stay. 2. The food was fantastic, with a great menu. The kitchen staff clearly know how to create excellent dishes. 3. The grounds and the building are beautiful. The landscaping and gardening are top-notch, with many lovely flowers in bloom. Issues: 1. The changing rooms are a disaster. Numerous broken lockers – an issue management claimed to have fixed months ago but haven’t. My wife got locked in the toilet and had to be rescued, adding to the disappointment. The changing room facilities and overall upkeep are far below standard. 2. The spa facilities are equally disappointing. Many doors on the saunas and steam rooms are broken, impacting their functionality. Both saunas were subpar, and the ‘cold room’ didn’t work at all. The entire spa experience was dull and uninspiring. Other than the pools and jacuzzis, the ‘spa’ elements were a letdown. 3. The rooms, though clean, are tired and dated. Mottram Hall feels poorly maintained with visible chips, scuffs, and worn-out paintwork. Additionally, there’s no mini-fridge. 4. The most glaring issue is the staffing. The staff are inconsistent, likely due to many being agency workers. Some staff members are excellent and go above and beyond, while others seem indifferent and unmotivated. The place feels understaffed, and the staff appear lost, lacking clear leadership and adequate training. It’s like everyone’s on their first day, with no guidance. There’s a complete lack of cohesion. An example: I booked a pregnancy massage for my wife for £104, confirmed before our stay. When she arrived for the massage, she was told she was half an hour late. After showing the confirmation email, they admitted their mistake but couldn’t offer the massage that day. They suggested the next day, but we were leaving in the morning. Proper management and communication should have ensured they knew she was on a spa day and staying overnight, so if she hadn’t shown up, they could have checked the spa area, called the room, or contacted her directly. This is basic service expected from a 4* hotel. Another example: At the ‘Champagne Bar,’ where cocktails cost £15-20, they left one man alone who had no idea how to make cocktails. He was reading instructions from a book and getting everything wrong. Whether he was cover staff or poorly screened for the job, it’s unacceptable to charge those prices for an amateur’s first attempt. While he was polite, paying £15 for a poor cocktail at a 4* hotel is just not okay. In conclusion, Mottram Hall feels like a place that once was incredible but is now in decline. It suffers from poor management, inadequate staffing, and a lack of investment in upkeep. All signs point to it struggling. Unless the owners invest in it, Mottram Hall will continue to fall from its former glory.

Fantastic experience: Fab location. Atmosphere great. Small juzzi was barely warm.

Positive experience: Second time we have visited for an overnight stay with a spa break last weekend. Location and surroundings are beautiful. The staff especially the catering serving staff were absolutely amazing, very attentive, friendly and helpful. The main issue and this will stop me booking an overnight stay again was the temperature of the rooms. We couldn't work the air conditioning, a staff member did come in and turned it on but it made absolutely no difference. We couldn't sleep and it truly ruined our stay. I did speak to staff afterwards and was told to request a room next time with a better aircon unit. Which was fine but really didn't give me as a returning client the 5 Star feel I was looking for. Unfortunately very disappointed and will have to seriously consider staying over again in the future.

Positive experience: Spa is fantastic! Sadly the rest was a bit of a let down and they are obviously very much understaffed. Rooms were tired with builders outside the room at 7:15 putting up scaffolding... Spa was a dream though and made the trip!

Negative experience: Lovely spa and treatment, very poor hotel welcome, room and hotel customer service.

Positive experience: The spa is fantastic, absolutely could not fault it, facilities, staff, treatments and lunch at Rafaela's were all amazing. The hotel looks stunning from the outside and has lovely grounds but the room we were in (cheap package deal so not too bothered) looked dated, was dark, very stuffy (no air con) facing a wall and we were woken up at 5am by the noise of water coming down from the gutters just opposite the window. Dinner at The Carrington Grill was ok, worked out a fair price with the £35pp credit included in our package but would not be justified at full price. The staff all seem very young and inexperienced, which is fine, everyone needs to learn but there should be someone supervising and teaching them! Food was being taken to the wrong tables, there were few near misses where staff nearly bumped into each other, we were sharing a cheeseboard but had to ask for 2 small plates and a knife, we got plates and forks but no knife ... At breakfast people constantly had to ask for plates as there were none on the buffet, butter, condiments etc The restaurant doesn't seem well managed at all ...

Positive experience: Came here with my wife for the Champagne afternoon tea. Lovely room, furniture and setting, with a great view across the garden, and our waiter was efficient and friendly. That's the 5* part. Sadly, at £46 per head the tea was a let down. The small glass of champagne was very nice, the sandwiches ok, but the cakes and scones were a disappointment. On top of that my wife's breakfast tea tasted funny so when the waiter came to ask us if we wanted a top up, she asked if she could have a fruit tea instead as her tea had tasted rather strange as though the pot hadn't been washed properly (We did point this out, but he said nothing). We thought the top-ups were part of the deal or even to make up for the weird tea (that's usually what 'top-up' implies). Perhaps we should have checked, but it would have seemed a bit rude, but alas, no, even at £92 for the 2 of us, it was nearly £8 more for a cheap fruit tea and a latte. It was only when we got up to leave that we noticed the tea pot had not been washed, but by then there was no point bringing the matter up. Sadly, I don't think we'll be returning

Positive experience: The hotel grounds are beautifully presented. The hotel is nice although requires a full update to the rooms, they are "tired" attended for a wedding and the set up was lovely, the food was really tasty and if I had a refurbished room maybe would of enjoyed my stay much more and given another star overall! But the wedding was fabulous

Positive experience: The hotel was nice, although the food and service in the restaurant let it down greatly. It is also odd that the price of drinks are more expensive in the bar than in the restaurant for the same items.

Positive experience: Beautiful spa and facilities, we had a really relaxing time in the spa. Added bonus that there's a little cafe that does coffees/cake/drinks that can be taken into the pool area. We will be back for a spa day, but wouldn't stay again. Firstly (not a deal breaker) but they have blocked off internal access between the hotel and spa which made it a poor experience for guests staying on a spa break... we had to go inside/outside multiple times and it didn't feel like the joined up experience champneys usually offer. However, what really let it down was awful / non-existent service. I will say, when you could find someone they were lovely, helpful and obviously cared... but it was slow service all round in the main hotel unfortunately! We shouldn't have been surprised... the week before our stay we had tried to contact the hotel multiple times to adjust our booking and had never had our calls answered once (we tried around 5/6 times between us and different times of the day - even had a message to say their voicemail was full?!). Once we were there... It took us 25 minutes to be served at dinner and we had almost finished our breakfast before we could track someone down for coffee. They seem to be very short staffed, but judging from reviews this seems to have been going on a while.

Fantastic experience: Had a lovely couple of days at Mottram Hall. The hotel is located within extensive grounds which can be explored on a few walks. The lunchtime food was fantastic and the evening meals were also very good. The Spa is huge and for a bank holiday weekend, was not especially busy. The pools were hardly used and there was always space in the outside jacuzzi. The only minor niggle was the room we had was quite small and dated. The walls are extremely thin and there is no sound proofing between rooms, or to people outside. However, we had a great time and would definitely return.