The Bridge Hotel & Spa — Hotel in Great Britain

NOT A SPA. It's a hotel with a couple of hot tubs... Firstly communication was poor. We got no confirmation of the booked treatments / spa package and tried to get in contact before the day but there was no reply to messages. When we arrived for treatments there was no introduction to the (very disjointed) facilities. We asked where the changing rooms were before our treatment and were repeatedly told we would be shown where the changing rooms and where the spa facilities were after out treatments (IE. after we paid!!). Instead we were left to explore it for ourselves after our treatments - the massages we had were actually really good! I'd rate this 5 stars! We had hoped that the rest of our experience would be good too but the changing room is too small for the amount of people using them and it was embarrassing for all the women in there as there is very little privacy and everyone is on top of each other ( no space for belongings either and anyone can just walk in from the corridor). The spa staff wanted us to check in our stuff first but the hotel receptionist (Natalie) said we could not check in our stuff before the spa. The hotel expect you to change in the changing room and then walk through the "spa" reception/cafe/bar to the facilities which are actually outside in a courtyard. The two hot tubs were dirty and the sauna looked small. There is no swimming pool. We didn't fancy walking through the reception/bar/cafe in our swimming costumes, across a public space, to go outside without robes. We were also disappointed that the holey old robes that are £5 each to rent were one-size only (no good if you're plus-sized or after a bit of luxury, and the bath towels are small - not bath sheets). I was told by the receptionist that this is because their supplier only provides robes/towels in one-size and that's standard in most hotels - apparently... We thought this was a luxury spa??? It's a shame they do not invest in quality products. We felt the quality of this premises was akin to something we'd have found on Wowcher, and the customer service was no better. The reception staff ("Natalie") has no empathy and is rude about customers to other staff. The duty manager "Sophie" said that our "issue" had never come up before. But it's clear from other reviews that the other visitors have been disappointed too. Another lie was about the spa communications - she said that the hotel let customers know that they can bring their own robes when they book, when the reality is that their website and other booking sites specifically state that the robes and flipflops are provided (included with the spa package). Sophie did grant my request for cancellation of the booking (spa facility use and hotel booking), however this was not straightforward because she claimed no payments had been taken (another lie) and I was doublecharged instead of refunded which means I'm actually 2x out of pocket before the refund will come in. We didn't see the room, as our experience was so negative we knew we had to leave - so I cannot comment on the cleanliness or adequacy of these facilities. I do want to say that we were helped by a young lady who usually waiters at the restaurant here but was helping out on the spa side recently - she was the only person that tried to make things right and had suggested alternatives such as moving the booking or our room location (to be closer to facilities). The reception staff and DM offered nothing - no compensation or showed any kind of empathy. They did not recognise the problematic set up nor did they recognise the importance of inclusivity. It's 2023 - so please catch up!! We won't be...

Arrived for a one night mud Rasul stay and intended to relax and get away from it all when nearing a difficult anniversary. Unfortunately this stay has been anything but relaxing. Spa was nice, though facilities are very tired and abit lack lustre. Staff member was pleasant and helpful. A number of facilities were out of use and this seems to be a common theme. Included carvery dinner was ok but they're either short staffed or just plain lazy. Starter was lovely and dessert was nice as they were freshly prepared but the main carvery had just been cooked and left out for self service. Veg was dull and soggy, the cuts of meat appeared very cheap and although nicely cooked weren't of restaurant quality. Service was slow and dinner interrupted by heavy baselines of a nearby wedding with drunk guests wandering through because of the poor layout of the building. Went up to bed on the other side of the hotel after drinks in the bar, hoping that we could get some rest....no such luck... Even though we were positioned on the other side of the hotel we could hear every word of the wedding music. 22:30pm rang reception to ask when the music was being turned down - completely appreciate someone was having their special day but had we known the place would be swarming with wedding guests during such a difficult time for us we wouldn't have booked. It seems the hotel want as much income as possible but hotel guests are left by the wayside as second class citizens . We were told music would be turned off at 1am and patio doors would be closed to dull the sound, to their credit the level dropped but was still intolerable. Our room overheated because we couldn't open the window due to the loud music and for someone who suffers with sensory overload this all became too much, have we both not had wine with dinner we would have been straight in the car home. A very distressing night. Got up after barely a night's sleep and had breakfast, again a very lazy and wasteful way to prepare breakfast. All food left out under heat lamps, poor quality meats once again, nothing freshly prepared, continental buffet again very lack lustre and poor quality, almost inedible. Come to check out and shared our bad experience with the lovely young girl on reception, who couldn't do enough to help and is a credit to the place (and it's only saving grace). She was immediately sincere and apologetic and to her credit knocked some money off our stay for the inconvenience with absolutely no quibble, seeing that we were genuinely distressed. Given wed spent over £250 in the restaurant and spa this was appreciated as we didn't really want the establishment to have any more of our money. Get in the car to head home, only to find that the wiper blades had been removed and stolen from our car. Again, young girl on reception was sincere and immediately tried to help by requesting CCTV was checked by another manager, to no avail - the cameras don't cover all of the car park. All in all, an expensive and distressing stay. We were offered discount for another stay but wouldn't want to waste any more of our money here. Don't waste your time...

Me and my friend had a booking for the spa - including lunch - on the 15th Feb. On arrival, we were booked in and sent to the restaurant for food.We had a two course meal included in the voucher that my friends son had purchased for her birthday. Sitting for lunch in the restaurant, we noticed that it was very dusty around our table. Another guest arrived and found a number of dirty glasses before she found one that she was willing to use. The meal was o.k. Veg was a little under done (a carving knife was needed to cut through it ). We'd travelled a long way by train and were looking forward to the spa experience so ignored this at this time. We reached the spa and were asked to pick up the two towels and flip flops (no gown or slippers) . Again, this was not a problem as we were there to relax and enjoy the spa. We changed into our cozzies and wrapped a towel around as we went to collect our glass of bubbly. The young girl serving us said she'd show us around, but instead, she stood and pointed out where everything was. We started outside at the hot pool next to the plunge pool; this was empty. The hotpool was way too hot to sit comfortably in! Maybe it had something to do with the hose pipe leaning over the rim pumping boiling hot into it. Also, the jets didn't work either! Another customer told us not to use the outdoor sauna as it wasn't working properly and again was too hot to sit comfortably in. We ventured inside to the steam room and although small and described as a eucalyptus steam room, no sent was added at all. It was at least comfortable with just the two of us in. The sauna upstairs was on the small side too. We ventured up into the snooze lounge and found the beds to be stained! We had an exit leading out to the rooftop garden which was a small space of decking with a table and two chairs with a door handle hanging by a thread. Every wall throughout the spa looked like at somepoint water had been running down it; It was dirty and in need of a full revamp. We finished our experience early and whilst waiting for our taxi back to the station, we had a coffee. The spa was really filling up with guests at this point and another worker came in to address the younger servers. I took her to be manager of the spa, as she told the young girls that they were closed for the day on the 28th for customer service training on how to deal with complaints. We never made a complaint at the time as there were lots of other clients in and we didn't want to ruin their experience. The whole place needs a good revamp and for the price - things should be...