Hall Garth Hotel

From the moment we arrived, we were met with a lack of hospitality. Instead of a warm welcome, a staff member abruptly shouted, "Do you have a booking?" before we had even fully stepped inside. There was no greeting, no smile—just an impersonal and dismissive tone. Two receptionists remained seated, while what appeared to be the duty manager stood over them, taking control of the interaction. After confirming our booking and providing our names, we were handed two locker tokens and told simply to "follow the path around." No further instructions were given. As we proceeded, the duty manager followed behind us but then stopped to speak with someone else. With no clear guidance, we assumed we needed to continue along the visible path to the changing rooms. Upon entering the changing rooms, we immediately noticed the absence of the towels, slippers, and dressing gowns that had been advertised as part of the package. We looked around, assuming they might be laid out on the side or placed inside the lockers. During this time, the duty manager and another staff member entered to ask two other guests if they were ready for their treatments. When I politely inquired about the missing items, I was met with an unnecessarily rude response: "They are on the side in reception waiting for you! I told you to walk around to the side, but you didn’t!" Rather than offering any assistance or bringing the items to us, the duty manager simply stood with her arms crossed, making no effort to rectify the situation. Instead, she instructed me to walk back to reception myself, calling out, "You’d better tell him as well to get his!" Upon returning to reception, I found no staff present, so I had to retrieve the items myself before going back to the changing rooms. The duty manager, still in the area, made no attempt to offer further guidance, leaving us entirely uncertain about what to do next. Once changed, we made our way to the spa area, which was disappointingly cold. The floors were soaking wet, all the cushions on the loungers were damp, and used cups were scattered everywhere. Both indoor hot tubs were fully occupied, as was the sauna, so we decided to use the outdoor hot tub. After 30 minutes, we returned inside, hoping to use the sauna. While it was now available, the water bucket was empty, and the sauna itself was barely warm. Wanting to hydrate, we looked for water, only to find the jugs empty. When we went back to reception to find a drink, the area was once again deserted. Left with no other option, we used some of this water in the sauna ourselves to create steam and generate warmth. Despite the spa area becoming quieter, it remained untidy—cups, used towels, and wet floors were left unattended, and there was no visible effort to clean or maintain the space. The indoor hot tubs appeared unclean and lukewarm, so we opted to return outside for the last 30 minutes of our session. With just 10 minutes left, the duty manager came outside—not to check on us or offer assistance, but to test the pH levels of the water while we were still in the hot tub. This felt both intrusive and unprofessional. When it was time to leave, we figured out ourselves where to place our used towels and robes—unlike the male changing rooms, where many items had been left scattered about. As we exited, there was no acknowledgment from staff—no farewell, no inquiry about our experience, not even a simple "goodbye." Instead, the only comment we heard was from the duty manager, who loudly announced, "Thank goodness we can change that music—get it off!" We did email the manager, notifying them of our experience but did not recieve any reply!