Formby Hall Golf Resort & Spa

Sophie was absolutely amazing during our afternoon tea visit! Very attentive and such a lovely, helpful girl! Will definitely be coming back!

There were five of us visiting Formby Hall for a spa day and unfortunately our experience in the restaurant really let the day down. Before ordering, we specifically explained that we needed to get back to South Liverpool for the school pick-up and asked how long the food would take. We were reassured that we had plenty of time, so we went ahead and ordered. The restaurant was extremely quiet. We went to the bar to place our order but had to wait a considerable amount of time as there were no bar staff there to serve us. We eventually ordered and paid, but only two of our five meals arrived. We told the member of staff serving us that three meals were missing and she said she would check. Twenty minutes later, nobody had returned with either the food or an update, so I had to go and find somebody myself. After further waiting and repeatedly being asked what we had ordered, we were eventually told that although our order had gone through the till, it had not gone through to the kitchen. By this point, around an hour had passed and we had no choice but to leave. Despite specifically checking the waiting time before ordering, we ended up late getting back to South Liverpool for the school pick-up. Getting a refund then became another ordeal. We had to wait for the Restaurant Manager, Mick, and repeatedly explain what we had ordered and paid for. When I expressed how unhappy we were with the service, he pointed out that he had only just come on shift. We were then told the restaurant till couldn’t process our refund and that finance would be contacted as a priority, with somebody contacting us that evening. Nobody did. I then had to call twice the following day trying to chase money for food we had paid for but never received. I was told Mich (restaurant manager) had a big booking in that day and was extremely busy. This just emphasised how little regard was given to our situation, after us spending over £100 in the restaurant. To make matters worse, we discovered we had also been charged a service charge which we hadn’t been made aware of before paying. Considering the service we received, this was particularly frustrating. A lady called Amanda has now thankfully called me back and advised that we should receive the refund by the end of the week, I was told it has to be checked by head office? so we will wait and see. Mistakes happen, but this was a series of problems from start to finish and the lack of communication made everything worse. What should have been a relaxing spa day with friends ended with us stressed, late for the school pick-up and then having to spend further time chasing a refund. A really disappointing end to what should have been an enjoyable day.

Fantastic stay thank you to mick and Lucy looking after me in the restaurant and also chloe in the spa. Thank you