Alexander House & Utopia Spa, Shelley Suite

My partner and I stayed for a night and booked spa treatments. The spa was great, and we were very happy with this. The room was okay but a few things were a bit of a letdown with our stay. The bed was two single mattresses pushed together, which you can feel when lying down. We ordered breakfast in the room, which was a lovely thing to offer. However, my partner doesn’t eat meat and the eggs royale that we ordered didn’t come - it was eggs Benedict with ham. We couldn’t call down to reception to let them know as the Google Play wasn’t set up properly. Dinner in the evening was nice, but not particularly special. We ordered olives which never arrived, but were on the bill. They only brought one of our drinks. After a long wait I had to ask for the second and they were very apologetic and brought it straight away, and said they would comp the drinks. However these were still on the bill too. When I mentioned these issues at checkout the guest manager was very apologetic and discounted some items from the bill, which was appreciated. However, the whole experience just didn’t really feel like a 5 star experience, despite the amenities and very courteous staff.

I used to love this place, but after a recent experience, I won't be returning. I first visited 10 years ago and was thoroughly impressed. The spa facilities were included in the room rate, and the treatments were excellent. Over the years, things have changed slightly, with the spa now charging extra for access, which feels unfair given the already high room prices, which don't quite reflect a 5-star standard. I also used to be able to book treatments and enjoy the spa facilities without needing to be a hotel guest, making the long drive worthwhile. However, during my most recent visit just before Christmas, I encountered a very rude spa reception staff member. She refused to give me even a towel and denied me access to the spa facilities, despite me offering to pay extra on top of my already expensive treatment. She bluntly told me this was their policy and I was not allowed to use the shower after the incredibly oily massage. When I politely explained that I had never experienced this in all my years of visiting, I was rudely accused of lying. It’s disappointing that after 10 wonderful years, this recent experience has left me with a bad taste. I’ll be looking for a new spa that values and appreciates loyal customers.