Having stayed at a number of Mercure Hotels and been generally quite pleased with the facilities and service I have to say that my experience at Walton Hall was very disappointing.
On arrival the hotel did not have any of our booking information which delayed our visit. We were then checked in and given a room which was outdated and looked nothing like the pictures on the website. The chair in the room was ripped and torn and both lampshades covered in dust.
The restaurant and bar area look as though they have been recently refurbished and did look nice however, my wife's main course was found to have a large piece of plastic wrapping on it presumably from the beef brisket. This was unacceptable and consequently we decided not to have dessert.
Overall, very disappointing on a night we were celebrating our anniversary.
My friend and I went here with a treatwell deal for 2x25 minute treatments, spa access and lunch for £75 each. We had both opted for a hot stone massage and soft feet treatment. We were very disappointed with our day and would not return.
When we first arrived the receptionist of the spa was quite rude and unwelcoming. We had to choose our lunch then and she rush our decision. After getting changed we went ups stairs to the treatment rooms. My treatments were lovely and I’d recommend my therapist. However my friend’s therapist was not qualified and was only covering someone else’s shift, and she normally works as a shop manager. She gave my friend an unpleasant massage bending her arms backwards. For the foot treatment she tried to use dirty water with bits of skin floating in it. My friend asked her to change the water so she did. She then scaled my friend’s feet with too hot water and scraped the skin off the back of her leg leaving a red, sore area.
After our treatments we went to the pool which is quite lovely but probably not big enough for the number of people the let in. The sauna is very very small. It can seat 4 people at a push. The heating mechanism is a radiator so you can’t control the heat with water like a normal sauna. It’s more like a hot airing cupboard. The steam room was closed.
Then we got changed and went for lunch. In the restaurant area there were lots of spa-goers sitting drinking in the bar and restaurant area wearing their towel gowns. We had both ordered the carrot sticks with hummous, fish with vegetables and lemon cake. When it came it was all on one tray. Like those prison trays you get at school. So the fish was next to the raspberry sauce. The fish was over cooked. The lemon cake was actually an orange or passion fruit cheese cake. The carrot sticks were really dried out. We weren’t offered a drink to have with our food.
We said to the waitress that we had had a disappointing day. They informed their manager (Rhiannon) who informed her manager. Rhiannon told us we could speak to her manager but he was currently busy but wouldn’t be long, but if we needed to go she could speak with us. We were offered a complimentary drink while we waited. I ordered a mocha which the waitress said she had never made before and you could really tell. We waited about half an hour and then decided to speak to Rhiannon. She told us to leave a number so her manager could contact us. I asked why we had to wait for a call back as she said she was happy to speak with us. She said “I assume you want a refund”. We said or an apology. She said she wasn’t authorised to give out refunds, and I assume she’s also not authorised to give out apologies. It’s been over a week now and I’ve not been contacted.
Overall this place would be good if you want to sit in a robe at a bar. But if you’re looking for a relaxing spa trip I’d probably go elsewhere. We will not be returning.
Restaurant and hotel very good. The spa looked untidy and a bit grubby. Bits of material hanging on the windows in the treatment room which looked really untidy and not at all welcoming or comfortable. A real shame.
The treatment we received was great- the 25 minute aromatherapy was good. However, they only had appointments for us at 4 pm so wasn’t much of a ‘twilight’ experience. Additionally, it said adults only but the pool was being used by children the entire time which would be fine, however, they were very loud and disruptive. There was no jacuzzi. Would recommend this place for a treatment but not a spa package.