Crabwall Manor Hotel & Spa - managed by Legacy Hotels and Resorts — Hotel in Great Britain

Stayed here for my husband’s birthday, very disappointed, i have tried to reach out at the hotel and legacy hotels with no response, i complained when i was at the hotel with no follow up. ||See below the email that was sent ||“I hate to be writing this email, but i feel it is very much necessary after our disappointing stay this weekend,|Crabwall manor is advertised as a 4 star hotel, and is very much far from it.||We arrived on Sunday the 24th to celebrate my husband’s birthday. We both work hard and have 2 kids and was a much needed night away for us.|We arrived early at around 1:30 so that we could make the most out of our stay. As our room wasn’t ready we opted for to spend some time at the spa. The pool was full, and there was no seating, a couple sat on some beds mentioned that the set of beds next to them hadn’t been touched in the last hour, but had towels on them. We proceeded to move the towels so that we could relax, more and more people where arriving with no where to sit, this led to a argument between 2 families. We didnt see one staff member in that time clearing any discarded towels or cups, the place was a mess.|When we checked into our hotel room the toilet had a poo, obviously not been cleaned properly, the room felt grimey, they silicone behind the bath taps where turning pink and the walls around the shower needed a good scrub. We planed to spend some time at the bar and sit outside to enjoy the sun. But, as their was a wedding on, the terrace and main bar was shut, leaving us with the restaurant bar, when we walked in it was full of dirty glasses and had no atmosphere. We purchased some drink and decided to sit on the picnic benches outside in the car park, this wasnt very appealing sitting in the car park, and to make it worse the tables had not been cleared of glasses and mugs. God knows how long they would have been there if we hadn’t of said something. This is when we decided to leave and find somwhere else to have a few drinks. Our intention was to stay at the hotel and enjoy our stay, but to be honest, we where so annoyed we felt we needed to leave so that we could enjoy our selves.|We came back for our evening meal, and almost instantly regretted it, we where sat in the restaurant with no atmosphere or pleasantries from the staff, i commented to my husband that it felt like a care home. My husband ordered the belly pork, which probably had about 3 bites of actual meat the rest was a fist full of fat. Not once did the staff ask how our meal was. When the waitress collected the plates, i commented that the chef needs to have a word with his butcher as that was not acceptable. The waitress laughed in awkwardness not knowing what to. The other waiter then came over which we complained. He said that this was a re occurring theme with complaints about food and he was sorry. He comped our food so that we had no more to pay and offered some drinks on the house (we already had £50 food from the booking so he made it so there was nothing left to pay). If the cuts of meats are not suitable they should be taken off the menu. I wish i would have taken a picture to show just how bad it was.|The overall feel of the place is grubby and grimey, the white door on the way to our room on top of the stairs is brown from all the mucky hands, their was a big stain on the carpet outside our room (40)|We left today feeling very disappointed in our stay when we had spent weeks looking forward to a well earned break, and don’t feel it was worth the money i paid. I really would have expected better.|In light of the above i am asking for a refund of our stay as it was a wasted...

Review

We attended Crabwall Manor after booking through Spa Breaks for my mums 50th birthday. There was 9 of us in the group with one attending for a spa treatment. We were never shown around the facilities, nor were we given any rules to abide by. On arrival, we attended the spa facilities to be greeted by no seating area as the garden chairs at the side of the pool were full with the members. We had to request another chair from reception due to my nana being in our party with poor mobility. We made a complaint about this at the front desk and the manager was very condescending but we were offered 2 bottles of wine to enjoy during our evening meal. We have been to spa breaks in the past and have always been able to attend the bar and drink at the poolside, as you would expect for a birthday, however you are not allowed to drink in the spa facilities and it is more like a gym pool, which it is not advertised as on the website. We were told that the manager is not aware of any spa breaks that allow alcohol in the spa, however I know that Shrigley Hall, Carden Park, Moddershall oaks all allow alcohol poolside which you would expect during a spa break.

Following some time spent in the pool and the rooms, one of our party fell over at the side of the pool and the member of staff that approached her was extremely rude, hostile and provoking in manner, pointing her finger in her face and demanding her to leave the pool area. Our party member understandably retaliated to this behaviour to which the staff shouted Oi, and then walked off saying ‘nah, nah you’re out’ which was extremely unprofessional.

We were told we were not allowed to use the spa facilities for the rest of our stay and that we had to go for the meal and immediately return to our room and not use any more of the hotel facilities. The manager later came back to our room and asked us to leave the hotel due to us “having a rave”, which was just us playing some music whilst getting ready for the meal. I had to beg for them to let us stay due to travelling an hour to get there and not being able to drive home due to drinking alcohol. They let us stay but we were told that staff would be patrolling the corridors to ensure we were behaving.

My Nan also fell when getting into the shower, causing a bruise to her leg, as it was very slippy and there was no non-slip mat provided.

We attended the meal at 7:30 and some of the staff were much nicer however the bottles of wine previously offered to us for the initial complaint were not given to us. Some of the food was cold and 2 peoples food orders were incorrect that we had pre ordered on arrival. There was no apology for this and the staff member argued with our party stating that the sauce on the plate was correct. We felt this to be very condescending as we can obviously tell the difference between peppercorn and blue cheese sauce however we were still made out to be in the wrong.

On checkout, we are charged a service fee for the meal which we were not happy to pay due to the waiter arguing with a member of our party and also with some of the food being cold.

I would not recommend that you stay at this hotel for a spa break or any sort of celebration as the staff are not welcoming to alcohol or playing music, nor do they cater for larger parties, or any sort of having fun and enjoyment.

Awful experience and we were made out to be a group of hooligans which we are not in...

Where to begin with the tale of woe. The short version – 15 minutes for hot water to appear in the room a shower that produces around a teacup of water a minute and a sink with a stuck closed plug – not somewhere I could recommend you stay – EVER. We booked this hotel as a one night stop in Chester on around the 01st Dec 2023 using Best Western reward scheme for a non-changeable/refundable rate (normally the cheapest) of £149 with breakfast. To my annoyance we found the same standard of room (Superior Double) available on 08th Dec through the hotel website for the lower price of £125. A long phonecall to Best Western left us slightly aggrieved that as it was booked through them the hotel would not refund and resell us the room at the lower price. The frustrating thing is that the hotel should be allowed to undersell BW rates at all. Accepting that is the way of doing business we arrived and checked in. The while listening to the receptionist inform other guests she couldn’t book them a taxi as they already had one ordered and it got confusing for the company if they booked another one – I ask you. After checking in we immediately left to meet family for dinner nearby, not returning till around 11pm. In the morning we saw the notice above the sink warning of a possible 10 – 15 minute delay for hot water. Well - it never arrived and the flow on the shower was pitiful as video. My wife endured a cold drip wash and I boiled a kettle of water to have a wash in the sink. It was extremely difficult to get the plug to close – it is a press to close - press pop up type and which after washing I found would not release no matter how hard you pressed on it. On a general note the room was generally clean and usable if a bit dated and some of the sealant in the bathroom was due for refresh, the carpet looked a bit the worse for wear with several noticeable stains. Breakfast was barely acceptable for the standard of the hotel but nothing special and certainly nothing to draw us back again. We filled in a complaint form at the time of check out with the promise the hotel manager (Mr Murphy) would call us the coming Tuesday 19th once we were home. We heard nothing until I chased them up around a week later at which point we had a lengthy conversation full of poor excuses but no meaningful apology or remorse about the inconvenience. – So, the excuses - They have only recently taken over the hotel. Yes they are aware of the hot water issue, hence the notices. This only affects certain rooms in a further out wing of the hotel. The shower flow rate is down to overheat protection valves in the rooms which occasionally fail, these are due to be replaced and work done on the boiler to ensure hot water is available when wanted in each room. Mr Murphy informed us he could go there now and it would work correctly. After a discussion about the wisdom of letting the rooms at all we were offered a complimentary night if we were to return – I ask you – would you take that up? Eventually we got a £60 refund – half the room rate we had paid ignoring the £30 breakfast cost. Sorry to say – not somewhere I would...