Slaleyhallhotel Recenzje 47

Very poor for the money, would rather go elsewhere!
Given our forms on check in and told to wait in relaxation room, left in the room and forgotten about, had to go find a staff member, she apologised and said she wasn't aware we were in there. 30 minutes of our day wasted.
Jacuzzi off for our whole visit, asked several times if it would be on before we left, one word answers I'm regards to this by very unhelpful staff.
Food was very poor and by the time we went for our reservation at 13.45 there was very little left, dirty tables all around the restaurant after we walked the halls trying to find where we needed to be.
The only thing making it worth while was the treatment by the lovely staff.

Definitely wouldn't return

Overall a mixed experience. Lovely pool area and spa - amazing massage treatment by Kerry. My room was nice and large with a good view of the golf course and it was clean. The thing that knocks the score down significantly is the quality of the food, it’s my 3rd time here and the restaurant and food quality will make me think twice about returning when compared to other similarly priced spa hotels in the region.

Just returned from staying Friday and Saturday night.
Quick check in and impressive reception area.
Room however was tired with broken sink plug, missing handle on a drawer and chipped furniture. No socket where the kettle was stored so had to move the tray onto the floor to make a drink. Mirror above the dressing table too high to be of use when sat. The room was only made up for two of us when there were three of us. Had to get extra pillows out and share towels. The room wasn’t serviced after the first night! Visited the Spa which was also tired and only one private changing room, people were having to change in the toilets.
Had an evening meal in the Claret Jug, service was very slow as so busy, but food ok.
Breakfast was disappointing. Wasn’t kept stocked up even though we arrived well before breakfast closed. Coffee machine continually breaking down. Ordered vegetarian sausages when someone finally appeared behind the hot food counter but they took so long to come, I’d eaten the rest of my meal when they arrived. A proper ordering system when you sit down would improve this. Tables not cleared until you left. The restaurant manager was helpful but running around trying to cover every job.
We stayed as we had a family wedding nearby, so glad the wedding was not at this venue. Checked out and wasn’t even asked how our stay was. Not worth the price charged.

This review does not provide the opportunity for a minus score otherwise it would be minus 10. Have stayed here several times over the years and it used to be a worthwhile experience, unfortunately this is not the case anymore. Customer services are deplorable when addressing complaints and they just play for time whilst bouncing e mails from different departments within the Q hotels group. They class a complaint as customer feedback rather than addressing it and apologies profusely about your poor experience, whilst not actually doing anything about it. The replies to my complaint from the general manager of the hotel are actually none existent, even when he is addressed via his direct e mail. He has simply ignored the e mails hoping that in time you will give up on your complaint and forget about things. Do not bother booking here expecting a quality stay and a nice experience, especially at the prices they charge as it is money wasted and a completely unsatisfactory experience. Rooms are tired to say the least and clearly not prepared or checked properly before the next guests arrive and we were forced to move from an expensive suite at 21:00 when it was discovered that the toilet was not working and did not flush correctly. Check for other hotels in the area and book there, even if it's 15 miles away as Slaley Hall is not the experience you would want or expect for the money that they are charging.

Purchased what I thought was a good deal from Living Social - how wrong . A lovely relaxing weekend break with my partner ruined by overflowing litter, massive check-in queue, rooms not ready and shabby, messy toilets, couldn't get in the spa to relax as mostly full of families and slobs (sorry) stuffing their faces poolside. Brasserie restaurant - slow to acknowledge us standing for our reservation, resembled a canteen not a brasserie, expected to sit on food smeared seats (we actually had to ask them to clean them so we could sit down!!) so chose to leave and eat at the Claret Jug... Not much better. Service friendly but incredibly slow. Ran out of our starters after ordering and waiting, poor food quality, condiment trays missing basic items - having to share with other tables as can't find staff to get them, service so slow we weren't actually able to spend our allocated food allowance as they seemed to forget about our desert (after reminding them) so we ended up walking out disappointed. Don't even want to venture down for breakfast 'buffet' after what we witnessed yesterday. I'd love to use the spa but beg to question the hygiene of the place after yesterdays leisure centre atmosphere.
I'm absolutely appalled. This used to be a destination. Now it's a place to avoid at all costs and, listening to the complaints from other guests yesterday echoing the same issues we had, I would say this place seriously needs to revist the basics and until then lower its star rating and false advertising.

I have just returned from a 2-night golf break I'd arranged at Slaley Hall for 36 people.
Whilst the staff were all very friendly, the golf courses were amazing and the rooms were comfortable, the break was generally let down by the catering in the hotel.
It was clear that they were overstretching themselves, with tables being set-up in virtually every spare inch of space. Having been given the same menu for both evenings, the differences between what we were served on the first evening in comparison to what was provided on the second evening was very apparent; e.g. a bowl of whitebait on day one became 4 tiny whitebait on day two. They then ran out of various menu items during service and we were served "substandard" substitutes with no prior warning; e.g. whitebait were eventually replaced by battered fish fingers.
Given that all our food orders were placed in advance, this seemed totally unacceptable.
It also took an incredibly long time for our food to be served: Our dinner "slot" started at 8pm but some of my group were still waiting to be given their main courses at 9:20pm.
It is very unlikely that we would use this venue again.

VERY DISAPPOINTING
To start with the bedroom, the decor was bland to the n th degree and boring, the furniture was old brown stuff but it was immaculately clean and the bed was comfortable.
Two small bottles of water provided but no glasses
Tea and coffee provided but only 1 biscuit which seemed a bit mean for a 4* hotel
No room service
Downstairs there were some attractive seating areas around the bar, but again everything was in boring shades of brown, very tired looking
Dinner was something else. Our first 2 choices were not available. Sea bream substituted with mackerel which we don't like, and hake substituted with coley, which we were assured was the same but let's face it coley is an inferior fish and dirt cheap compared to hake but there was no mention of a price reduction.
We had our first course, seriously average, and an hour later were told our third choice for main was no longer available. When I asked to speak to the manager the waitress went away and miraculously found 2 servings. They did not arrive for 25 minutes, we passed the time by commiserating with the lady at the next table who had found a snail in her salad.
The main course was average borderline mediocre, not sure it was even what we had ordered or just something they had cobbled together
The manager arrived to talk to us after 45 minutes. To give him credit he was very polite and apologetic, and said he would arrange for a full refund to be given at checkout the following day. Surprise surprise reception knew nothing about this, but a nice and efficient woman called Gemma stepped in and arranged it within the hour
So, ok , we got a full refund but our special weekend was ruined, I will not go back or recommend Slaley Hall
On the plus side, breakfast was very good and my back massage was outstanding, thanks for that.

I would not return to this spa .Recently booked in for a full day spa day which included to treatment of a full body massage and a facial . I was refused a masssage as i am in remission for breast cancer .I had not informed them the day before of any health problems as I have never had an issue with receiving a massage because I have had cancer. I have always declared my health issues when attending their spa but this is first time I have been refused stating their staff was not experienced in cancer massage and would need a specialist to treat me .I was informed there insurance did not cover this. I did inform them that there is no risk in receiving a massage when in remission for breast cancer and I regularly recieved massages but was informed I could have my nail painted instead . I found the massager very patronising in her manner to me talking like I did not know what I was talking about and told me I should just go and relax but felt more stressed then I originally arrived.I did keep repeating myself stating that I have never had an issue before this attending this spa but I finally accepted a refund for the body massage but was still allowed a facial which involved masssaging my face . I do feel as I have been discriminated against because I have had cancer and feel as if there could have better training in dealing with this and also educating themselves on this on the risk of having a massage while in remission for cancer.

Was looking forward to my Christmas gift of a spa break at Slaley this weekend. Unfortunately the spa was so oversubscribed that we were told that we could be put on a waiting list but with no guarantee we could access it. We asked about treatment availability and were told all treatments were booked up until March. Leisurely bath and dress for dinner- water tepid and tap head came off in husband’s hand. Decided to go to bar for pre dinner cocktails but they were unavailable as they ‘didn’t have any ingredients for them’. Plus side, dinner was lovely, but served on chipped crockery. Fortunately we have a sense of humour and treated it as a trip to Fawlty Towers. Unfortunately the price of the weekend was not a laughing matter, and we wait to see if the ‘customer experience team’ cares enough to get in touch.

Won't be back after staying at Slaley Hall for about 15 years. I even got married there and have had many family functions previously but its gone downhill rapidly.
I literally don't have time to list all of the issues with customer service we have experienced after our last few stays here but our last one will be final (between Christmas and New year 2023).
We have been offered a free stay dinner bed and breakfast after our complaints but won't be taking them up on their offer.
My experience on the Sunday in Hexham McDonald's after we left the hotel put Slaley Hall to shame. Maybe they should swap staff with McDonald's so hotel guests get a better more enjoyable stay.

Very poor experience and customer service at Slaley Hall. Stayed for a quiet Christmas weekend break and we were put in a room right opposite a Christmas party function. Finally got to sleep about 3 in the morning but no sympathy from staff or customer service. Still waiting for a response to my e:mail which I was asked to send directly to the hotel.

Husband booked a spa stay for a Christmas gift for me. Wished we had read these reviews before hand.

Check in was at 3pm. We arrived at 3.10. Took a while in the que to check in. By the time we went to the room and got changed, headed down to the spa to be told the spa was at capacity and we would need to come back later. We told her we had massages booked soon so she let us in. The spa area was lovely. However the steam room, sauna and hot tub were too full to go in. The pool was absolutely freezing so couldn’t wait in there. Every bed had a towel or bath robe on so couldn’t use those either. Lots of children around, not a problem but if you’re looking for a relaxing time away from your own kids it’s not the best.

We waited for our treatments, which was lovely. However you could hear people talking and walking past the door outside so it wasn’t as relaxing as it could have been.

Got back out to the spa and it had less people in so got to use some facilities. By 7pm there was hardly no one left which was much better. But the temperature of the water was off putting.

Had our evening meal which was amazing. Breakfast was nice too, although the coffee from the machine was not good.

The room was okay. It was very dated, not in a good way. Obviously you expect the traditional English decor in a hotel like slaley Hall. However it was very grubby. The pictures had marks all over and pieces missing. Not very well looked after.

The bed was firm but the pillows were awful. Far too soft. As soon as you put your head in them you may as well have been without a pillow. It just fluffed up around your head with very little support. Didn’t have a very good night sleep.

Wouldn’t book again.

We spent 1 night at Slaley Hall on a spa break. Our room was clean and comfortable, with a nice view and the spa treatment most enjoyable.

Unfortunately the food was awful, which let the place down. We were told on arrival that the main restaurant was full, but we could eat in the Claret Jug.

The Claret Jug was busy and staffed solely by young adults who appeared to have little experience.

After waiting over an hour for our main course to arrive I spoke to our server who said that the kitchen had lost our order! When we eventually got our food the batter on my wife's fish was soggy, grey colored and inedible. My chips were stone cold. Other tables nearby were also complaining and sending cold food back.

Breakfast was not much better - luke warm buffet fair and coffee from a machine, which is not what you expect at a 4 star hotel!

The lack of quality food will be our lasting memory of Slaley Hall and we will not return.

I wish to make you aware of the terrible customer service I experienced at Slayley Hall on Tuesday the 31st of October. Three of us booked a spa day on groupon, we got a spa day deal for £89, spa acess, 2x 25 min treatments, 2 course lunch and Prosecco. Upon arrival I was whisked away the second I got there as they were low on staff and were short for time, this made us feel very rushed instantly and didn’t set the day off to a good start. I can’t fault my treatments, the lady named Emma was lovely and did an amazing job. The other two ladies I was with however were only given 1x 25 minute treatment and asked to rebook for another day to get their second treatment. This was really disheartening as the reason for the trip is because of the girls went in for a big operation today and she won’t be back on her feet properly for up to a year. So obviously she couldn’t rebook her second treatment which she had already paid for.
We then relaxed in the pool area for half an hour or so then went up to lunch where we stood for 10 minutes waiting to be seated, baring in mine there were only 5 tables currently taken. We then sat down to be given the most pathetic menu we have ever seen in our lives. There was only one options for lunch and I personally don’t like soup so couldn’t eat it. We waited 45 minutes for the soup to come out which is crazy for a little bowl of soup. The main course menu was a choice of two items, a curry which contains nuts (one of the girls has a nut allergy) or a Cesar salad (which you had to pay extra to add chicken).
Anyway we ordered our food and yet again we waited over 45 minutes for our meals to come out. The meals came and looked decent to be fair to them. We began to eat our meal and very quickly my friend noticed a pretty large piece of plastic in her meal. We asked a waiter to come over and he very rudely replied saying he couldn’t see anything but he is blind. He then went to get a manger. I’m sorry but how can he say he is blind, he is a waiter and walking around with glassware/knives, he was not blind! 20 minutes later the manager still had not came over and we were very aware that this redicilous amount of time spent in the restaurant was eating away at our spa area time. We decided to get up and go to the restaurant reception desk to look for the manger ourselves. We were then greeted by a young woman who tried to laugh the situation off, she stated the plastic we found would be cling film from the microwave packaging. We were in a 5* hotel, why the hell are they serving customers microwave meals !!! We left without our desserts because we couldn’t bare being in there any longer.
On returning to the spa area we were greeted by numerous screaming kids running around, shouting and splashing water everywhere !! We booked the spa day to relax, children and spas do NOT mix. I ended up leaving early and with a headache to take home with me.
The only good part of my day was my lovely treatment from Emma, the rest of the day was disgusting and it needs seriously looked at!! Staff need retrained on customer service and they need a no child policy !!! I will never ever recommend this place to anybody, it was a complete joke.

Kind regards

Mrs S Dobson

Extremely disappointed with our experience.
From the very second we walked in, my friend was taken straight to have her massage, which instantly set the tone of feeling pressured and rushed!
We were also informed that they didn't have time for our two treatments, and we were only able to have one 25 minute treatment that day instead of our 2 treatments, and would have to come back another time. Which was very disappointing due to booking our spa day week's in advance and having to book time off work!
Dinner service was absolutely hurendous and I am SHOCKED we were in a 5* hotel with this service!
From walking into the restaurant we were made to feel like we were just a 'nuisance' to the staff, it took a few minutes for us to be seated as we waited at the entrance, even though there was only approximately 5 other tables being entertained!
We waited over half an hour/45 minutes for our starters of soup to be brought out to us, then a further 45 minutes wait, if not longer -for our mains, which was obviously cutting into a huge part of our spa time.
I have a nut allergy and unfortunately there was only 2 options on the menu, which after being told the curry had nuts in, I had no other option but to choose the salad. I had to pay extra to add some chicken strips ontop, or my 'salad' was simply a bowl of iceberg lettuce with a few bits of bread thrown in.
Within our long wait between courses, we asked for a second glass of our complimentary prosecco, assuming we would get more than one small flute glass as prosecco was advertised within our package, to which the waitresses response was "you can have more free water"! I was absolutely gobsmacked at this response!
When our main course eventually arrived, my friends had ordered the curry - on the menu it stated with poppadoms, which ended up being a small bowl to share between two.
Unfortunately half way through my friend eating her curry, she found a big bit of plastic in her meal (photos to prove)!
When asked the waiter about this he simply replied "I can't see it", we found this extremely rude as my friend was holding the plastic up and showing the waiter. He then said he will get his manager and walked away. We continued to wait a further 15 minutes before we decided to get up from the table and go to the service desk ourselves. From there we informed the lady of our experience and asked if our meal was from a microwave container, her attitude changed and she wasn't able to deny this, instead she was trying to tell us "it was just cling film", but thankfully we are grown adults and know the difference between cling film and plastic!
We ended up leaving the restaurant without our desserts as the service was so bad and we had already wasted way too much of our spa time sitting waiting around in the restaurant.
Back in the spa we were greeted by screaming children running around and taking over the pool, we were extremely frustrated that kids were even allowed access to a spa facility as the purpose of the day was to relax in a tranquil environment away from busy home life.
On leaving the spa, we asked at reception for a refund for the massage we were being asked to come back for. We informed the lady that we would rather have our money back than having to come back due to our horrendous experience, she informed us that we need to take this up with 'Groupon' and there is nothing they can do about it!
We certainly will be taking this further with Groupon. As a whole, we felt like this may have contributed to the terrible service, as though we 'paid budget, so we are receiving budget treatment' - even though we paid £90 per person for three people.
Extremely disappointed with my whole experience and will certainly not be going back!

Stayed for 2 nights at Slaley Hall for a event last weekend. I was a little apprehensive after reading reviews about the breakfast but I needn’t have worried. Cooked breakfast was lovely and the selection for the continental breakfast was vast. No queue at the coffee machine on the Saturday morning and the latte was great, small queue on Sunday for coffee but that was to be expected as everyone seemed to turn up for breakfast at the same time after a late night event for 150 people who all stayed in the hotel. The room was clean and comfortable and the staff really helpful all weekend. I would definitely return to Slaley again.

Unfortunately the hotel is lacking basic customer service, which is evident from other reviews as well as my own.
Management are unhelpful and lack empathy when confronted by a situation that was completely out of my control. Having a parent rushed into hospital and being up all night with Mum, I called the hotel just after midnight to let them know what was happening and to ask if i could rearrange the booking.
I was told i had to call spaseekers as i’d booked through them.
I called them at 9am, although they were very sympathetic they were informed by the management of slaley hall that despite the circumstances they were not willing to amend our booking and we would lose all money if we didn’t attend.
I wanted to give them early notice so that they could offer the room and make it available but that was beyond them. The manager preferred to take our money for nothing, so let down by then.
At a time when I needed help and would’ve loved to have visited another time for a much needed spa break I was ignored. It proved too much to cope with that day and I had a breakdown.
Needless to say, family and friends were disgusted by how I was treat, they saw the aftermath.

I came today (4/9/23) as I was celebrating a new job and it turned into an upsetting spa day. We arrived, everything seemed fine, we had a swim, lunch-lunch was delicious and very good service by the team there. We then went to get changed for our treatments and our robes had gone from the chairs we left them at so we went to the spa reception to ask if we could have two more. Emma the assistant manager replied with NO you can’t have any more I don’t have any! I can’t give you extra, you should read the signs the get taken after 30 minutes. Firstly Emma I wasn’t told about this policy when I checked in and when I questioned you on this you said nobody leaves their gowns! Your attitude towards me and my mam was disgusting especially infront of other guests and colleagues of yours. You refused to help us any further at that point. I was so upset I began to cry in the relax room. I just feel it’s ruined the whole day for me and my mam. You then said a couple had cancelled a spa day so there’s was two gowns spare. Emma we both know this is a lie. Why didn’t you help me and my mam in the first place? You didn’t even apologize or look for another solution?! These are basic qualities to have when working in customer service.
I went for my massage with another girl called Emma who was senior therapist and she was outstanding. Very friendly, personal and made me feel so welcome. I feel Emma should be promoted as she has all the qualities of a great manager. I have worked in customer service for over 20 years and never come across a patronizing/rude/unhelpful person. She needs to learn how to speak to paying customers and also how to deal with complaints. She really upset me and it ruined my massage as I couldn’t relax I just feel it was a total waste of money.I will not be returning to here as Emma has made the whole experience terrible. Staff training is needed !

Also as we went for a drink at the bar Emma was talking to the general manager about me and my Mam which is also very unprofessional. Her story didn’t add up to ours the manager said. He was great though, he listened to us and even give my mam a free drinks voucher-thanks for that.

I hope you hear from you soon.

Samantha Burn

Booked months in advance to do a trip for 12 of us to stay and play both courses paying extra to pay the better course twice! Wish we had picked elsewhere. Also well in advance booked buggies for all as three days golf for an aged group all 60 plus, so buggies confirmed 4 times with both the agent we booked with, Q hotels central booking and the golf shop at slayley with the vice head of golf no less! After 180 mile trip we arrived to be told sorry no buggies as we haven’t had buggies since October last year! Well in that case can we have electric trolleys? No sorry we haven’t got any! Absolute farce, nobody could explain why we had been allowed to book these buggies and not be told they were not available, ended up to avoid losing all our money (no option to rebook) being sent to Forest Pines in Lincs where we all live 30 minutes from! Complained to head of golf Q hotels got the reply from the golf pro at Slayley! He offered free buggies for all of us on our next trip for two rounds! As if we would risk going back! The companies just take your money and have no level of care! Their excuse was to say it was our fault as we had booked the trip through one of their many authorised agents! SO BUYER BEWARE!

My wife & I have been with 'Seasons Holidays' since 1996, and were interested to visit this new site at Slaley Hall. The lodge we used was a 'sleep 6' and was one of the best we have stayed in. The location was also excellent. So many places to visit in that area, including Beamish historic museum, and two Roman villages.
We had a wonderful stay and look forwards to returning.