Eden Spa at Best Western Diplomat Hotel Felinfoel part of Best Western Hotels

Booked a month ahead for an overnight stay with use of spa, food and a bottle of wine. We did not want treatments so did not ring the hotel until the day before going to confirm all details and time to check in. Very polite man on the phone informed us that there were no records of our booking, however that this has happened before so he had booked us all in but to bring the email confirmation as proof. However, the next morning the staff at the spa started to phone asking about treatments trying to some what force us to have them, we however declined.
As we arrived at the hotel we were quickly booked in and phoned from our room to check what time we could have lunch. After asking the spa staff, management phoned us back and asked how we had booked then said she would phone back, which she did not. When leaving the hotel room to go to the spa we walked passed reception where three members of staff we quite obviously talking about us! We continued to the spa but then stopped by a male member of staff that asked us what time we would want food. We didn't say a time as we explained we were still waiting for management to inform us.
When we arrived at the spa we were questioned by spa management and made to feel guilty as a member of staff was brought in to give us treatments, which we did not ask for! We finally got in to the spa and the spa manager brought us our drinks after twenty minutes but no free bottle of wine as listed on wahanda.
The spa was clean and calm but every order made took at least twenty minutes and one order she completely forgot about so we just left the spa. When leaving the spa the manager phoned the restaurant to book our food however this we after we asked her for the third time and she had said she would do so. Each thing we did was questioned and we felt very unwanted!
Food was fine but not much choice. In the morning when leaving the hotel, we gave in our room key and the receptionist stated she would check our bill and how would we like to pay. We were on shock as everything was inclusive in the price we paid. We again had to explain ourselves to the receptionist and she went in the back to ask somebody. On returning she stated that there was no fee and asked that we had booked through wahanda. We then couldn't understand that there was so much confusion as the staff had the details of how we booked. Information had been lost somewhere but we were made out to be the ones in the wrong. We didn't get our free bottle of wine or anything else to compensate us. The whole experience was very stressful considering it was suppose to be a relaxing break!

Staff are lovely and welcoming although reception staff were not aware we'd booked a spa package with lunch. When we went down to spa again they weren't aware of our spa deal. We were told that there were no robes and slippers which were included in deal. They eventually found robes but said they didn't supply slippers as they were a health & safety hazard. They also didn't have any lockers and we were advised to just leave our possessions in the changing room. They pool is very small so swimming was difficult. The loungers have padded cushions which are stained and grubby. Whilst the staff were lovely & lunch was enjoyable we wouldn't go here again.

Booked a spa day break with seven female friends it was excellent both for service and value for money, would definitely return.
The staff were extreemly friendly and helpful and so was the manager, and I loved Ruby the dog!

Booked our treatments 8 weeks in advance,when we arrived they didn't have time to do the deluxe treatments so had to drop down to the mini treatment which was in all fairness not worth the money this happened to my treatment and my daughters. Chatting to another couple they had the same experience also being told that they didn't have the time to do the full treatments there fore they only had one treatment each. Hotel, food and staff where highly recommended, rooms very clean and tidy beds comfy. Hydro pool could have been cleaner.

"We had a marvelous stay in Diplomat Hotel . Wonderful staff and some excellent food, Very reasonably priced too for a luxury hotel. My only qualm was that the reception closed a little too early each evening."

Sorry to report but very dated hotel, reception shut at 6 in the evening, not great if you wanted any information- our welcome no better - one of the downfalls sometimes of a private run place - no set standards, pudding awful a slab of dry cake with cold custard on top, no atmosphere, most frendly and professional person was spanish - which did lend itself to the faulty towers experience - I am a ex hotel manager so do know what i'm talking about - total lack of customer service - reminded me of hotels in the late 70's, didn't check out pool area but know from previous experience that this section is nice, room large with good bed also clean but very dated - not a room which you'd want to relax in - no view as 70's style high windows. Breakfast was measly one sausage and a piece of bacon with egg for full english, not what most people expect these days - with a few yoghurts and cold croissants along with tinned mandarins - thank god the tv was on as all guests focused on that - depressing restuarant. Although I was a member of the health club many years ago which I thought was well run and very good with a lovely small pool - I had never been in the hotel, I was always lead to believe that it was nice - sorry to say it's not - could be good but staff, decor and overall experience needs to be updated radically ! Clean and basic if you are a business person visiting the town but other than that no thank you. Apologies to the diplomat and it's staff but constructive criticism is needed for you to up your game in line with current hotel guest expectations.

It was a great place to spend a night and we enjoyed the spa and the fact they provided a separate annex that we could bring our dog was an extra. The staff were really helpful . The meal was good, the restaurant felt very retro like we had stepped into the 1980's but the food was lovely and the waitress very efficient and patient. Thankyou to all!

Booked the 1 night spa break for my hubbie's 40th birthday and it was definately value for money. Everyone at the hotel and spa was courteous and extremely polite. Had a wonderful, relaxing afternoon at the spa and the 2 course evening meal was first class. We will definately be back!

I went for a spa break. I was quite unhappy because the dovet was missing and my friends room was situated very far from our room despite us requesting the two twin rooms before our booking. However, the spa facilities were great and the two course lunch was fantastic. Overall it was very good