Abbey Hotel Golf & Spa

Conveniently located, but the room we stayed in was very dirty and dusty, the bathroom and towel rail were gungy and not clean, toiletries were not fresh and there’s no lock on the bathroom door. It’s also very noisy and not relaxing - we were woken up before 7am by delivery vans arriving and unloading and beeping and staff loudly talking and walking through the corridor. The windows are old and don’t close properly so we could hear all noises from the car park and felt unsafe as there were no window locks..website makes it look amazing but it isn’t.

Wrote a review on their awful hotel, they then responded to my complaint with AI, please see the complaint, reply and the confirmation below: I stayed at the Abbey Hotel last weekend after booking a room from Saturday to Monday. Before my stay, I emailed the hotel to explain that I would be unable to arrive on Saturday evening but would still be checking in on Sunday. While they couldn't offer a refund for the unused Saturday night, l completely understood and accepted that. However, when I arrived at 1:00pm on Sunday, I was rudely informed by the receptionist that they had sold my room for the previous night and, as a result, I couldn't check in until 3:00pm. Considering I had paid for the room from Saturday, I found this completely unacceptable. I had booked the room from Saturday onwards, so it should have been available for me upon arrival on Sunday. I was attending a wedding that started at 2:30pm and had driven a long way to get there. I deliberately didn't wear my suit during the journey to avoid creasing it, but because we couldn't access our room, we were told we'd have to get changed in the public toilets instead. The toilets were frankly disgusting, with sticky floors that made it extremely unpleasant. We ended up arriving at the wedding late, stressed, and frustrated. The rest of the day was enjoyable, but when we eventually got to our room, we found dead bugs in the bathroom and brown stains on the pillows (photo attached). The cleanliness was far below what I would expect, and it made for a very uncomfortable night's sleep. After checking out and driving home, we realised a set of keys was missing. After calling the hotel four times before someone finally answered, we were told that my partner had actually left the keys on the reception desk when we first checked in. I cannot understand why nobody thought to tell us at the time, especially when they knew exactly which room we were staying in. The following day, I had to make another long journey back to the hotel to collect the keys. When I arrived, the same receptionist simply said, "I thought they were your keys." That response summed up the complete lack of customer service we experienced throughout our stay. Overall, this was an extremely disappointing experience. Being unable to access a room l'd already paid for, the poor cleanliness, and the lack of professionalism from the staff made what should have been an enjoyable wedding weekend unnecessarily stressful. I would not recommend staying here. Reply: Thank you for taking the time to share your feedback. We are truly sorry to read about your experience and appreciate the opportunity to respond. Please accept our sincere apologies for the issues you encountered during your stay. We understand how frustrating it must have been not to have access to your room upon arrival, particularly with a wedding to attend. We also regret the cleanliness issues you found in your room and are sorry that this affected your comfort. We're equally disappointed to hear about the handling of your lost keys and that you felt let down by the level of customer service you received. This is not the standard we strive to deliver, and your comments have been shared with our reception, housekeeping, and management teams for review to help prevent similar situations in the future. We sincerely apologise that your stay did not reflect the experience we aim to provide and thank you for bringing these matters to our attention. It’s 100% AI reply, can’t even bother to reply properly, dreadful hotel, sell something I’ve paid for to someone else. DO NOT STAY HERE!

Myself and my friend visited the Abbey Hotel on 7th August for a one night stay booked via spa seekers. This included a 2 course meal and breakfast. From arrival to leaving we had an absolutely fantastic time. We were celebrating my friends 40th birthday and I mentioned this to the hotel after booking. When we arrived in the room, 40th birthday banners were up on the walls which was a lovely surprise. The room was clean and well equipped. Our time in the spa and pool was very relaxing, all the facilities were well maintained and clean. It was also very quiet and peaceful. On the evening we went for our meal in the hotel restaurant and were greeted by Charlotte who couldn’t do enough for us. She noted it was my friends birthday and brought us complimentary glasses of Prosecco to celebrate. The food was absolutely beautiful and there was plenty of it! The meal was finished by a beautifully decorated birthday plate prepared in the kitchen. We were served by both Charlotte and Alice D in the restaurant. Both of these members of staff chatted to us, made us feel at home and added to a fantastic stay at your hotel. They should both be commended for the extra attention to detail and the time they took to spend with us, and we felt like we were talking to friends! Breakfast the next morning was beautiful, plenty of choice and constantly refilled. All in all we were very happy with our stay and we wouldn’t hesitate to come back again!