Merchants Manor Gym & Swim

Negative experience: Appalling! I booked my wife a massage on Mother's Day as a gift from our son. When she arrived she was told by a member of the restaurant staff (the only staff seemingly running the entire hotel) to wait in the bar area. 15 minutes had passed into her appointment time and on enquiring again, she was told the masseuse was off with COVID and someone had tried calling me to cancel. No one had tried contacting me by any means, no missed calls, voicemails or an email to cancel. I phoned the hotel expecting to have a quick chat with a manager explaining the situation. I thought it likely to be a mistake for which they would be highly apologetic and we would be compensated for this in one way or another. Instead I spoke to an incredibly rude man, who refused to accept we had been lied to, cut me short whilst I attempted to explain the situation and then hung up. I called back and asked to speak to the hotel manager to which he replied 'I am the owner'. Failing to believe this person had any experience in managerial hospitality at all let alone own a hotel, a quick look on LinkedIn shared that he did in fact have 'over 30 years experience in hospitality' and 'with particular strengths in creative solutions to sticky problems'. Unfortunately he struggled to find a creative solution to solve this sticky situation. I firstly had to ask for an apology, which was hesitant, sarcastic and totally insincere. He then asked me "how would you like me to resolve this then?" my disappointment and frustration was that it was mother's day - no one had contacted me at all, my wife drove to the hotel, it was a complete disruption of our day, waste of our time and surely he should know how to compensate this without guidance from the customer. The creative solution was the offer of rebooking the massage at a later date or a refund, not forgetting a £2 addition for my wife's fuel cost, a mocking and offensive gesture of good will. Appalling customer service and would avoid at all costs.

Positive experience: OK

Negative experience: No RATTLER cider, for a wedding party, When it's made just up the road, yet there were 2choices of Spanish larger!!

Fantastic experience: Fab as always

Fantastic experience: Fantastic facilities and lovely staff. It can be busy during peak times

Positive experience: Relatively decent hotel. However resteraunt is a bit pricey with limited options, and if your room is placed anywhere near their gym and swimming pool you get disturbed by people using the facilities.