Rockliffe Hall Hotel, Golf & Spa

Loved our stay here the hotel is wonderful and the staff couldn’t do enough for us. Would absolutely recommend whole heartedly

It's a real shame, it was my birthday treat, wanted to visit Rockliffe for years and finally did, after a much stressful time in life. Everything leading up to our stay seemed to go very well, really helped accessibility needs via email and to be fair our first day was amazing, which I think is the reason why our 2nd day simply fell flat on its face! It simply didn't live up to the same high standards we had experienced just hours prior, yet of course we still expected the same. The hotel was kind in granting many accessibility extentions such as late check out and staff were friendly and helpful. However when we attempted to access the spa garden on the last day, booked via hotel reception, reception hadn't passed our booking on. We were already 6 min late so just wanted to enter but wasn't allowed access despite booking, whilst all this was getting sorted out. So this was stressful as time was ticking and a further 10 min passed. I was asked to walk back to reception to make a new booking and make payments. With my accessibility needs I wasn't able to do this. I explained we had stayed and they had my credit card details can we just access and sort later. The lady said she didn't know she would need to call spa reception. I did tell her our room number. So at this point our 12pm garden time was now 12.20pm with no access and we didn't want to take the slot. So we asked if we could simply start using the 3 hour spa summer day package I authorised via phone to reception that morning so at least we could know if we could just relax in the spa because we were wearing our swimwear amd gowns! She said she didn't know. So it became very stressful very fast just not having any reassurance. Just being told no one had our bookings not even the 3 hour summer spa day!! Either!! My poor sister doesn't cope with stress very well at the moment and got very distressed wondering what on earth we were going to do. I tried to reassure her. I asked the pool lady if we could at least get drinks whilst we waited for someone from spa reception to come down, I thought she may have offered something but she nodded and left and never gave or offered. I'd explained earlier to her I struggle to stand and walk and would she mind if I sat down whilst we discussed. Yet I had to get up to get drinks because she never asked what we wanted and never brought a drink. I'm assuming it was her first day maybe. I get alot of pain when I'm stressed when I walk. The lady from reception spa came down and it took a further maybe 10min but we came to a resolution. However sadly we never got an apology only an explanation that communication at their reception end had gone astray with multiple staff changeover. Sadly the resolution didn't actually change the stress we felt as a consequence and the rest of the day wasn't enjoyable at all because my poor sister was too triggered with her social anxiety. I managed to relax a little bit my sister just shutdown really and we had to pay for the experience £50 spa garden and £120 late check out. So we paid £170 for a joyless experience just to recover from the stress caused by the hotel without a single apology from anyone. I even told reception at checkout but again no apology, maybe she assumed we had had one. It seemed a far cry from the friendly, helpful reception we had had the day before where staff seemed to genuinely care. The spa reception lady we did her best to resolve the issue was kind, and did her best but an apology would have went a long way and since we never got to actually enjoy the spa, more of a necessity after the faulty towers experience we had that morning; it felt very wrong to have to pay £170 for it. I felt something should have been complimentary with an apology. Not just a 'oh reception forgot to pass on the message' she also said we never confirmed the spa booking for the summer day. But I did on the phone that morning I said yes we will definitely do that , my sister just confirmed we could whilst i was still on the phone. I was told they would have the sheet printed for me to sign at the desk. When we got tonthe desk I told the lady the room we were from and how we were using the garden but she said just to go straight down without checking her computer. So i thought all was good. This was the same lady whom had come down later. Interesting all our emails prior proved we had the spa garden booked. Yet reception whom previously noted we had it booked later told us they had no evidence of a booking. They couldn't see it. My sister showed her our email. Yet it all could have been avoided if they had given us entry then checked their systems to confirm. It was very wierd one day experiencing exceptional service and then a faulty towers Yet without the standard apology. Disappointing, flat end to my birthday experience. Such a shame.

I caddied for a friend in a golf competition on 21/6/26 ... the staff were absolutely brilliant. The service and facilities are impeccable. I injured my knee and the golf staff supplied me with a free buggy and drove it out to me . 5 Star treatment. Will definitely go and have an overnight stay. Beautiful place a proper little gem . Thank you Rockliffe Hall.