Crabwall Manor Hotel & Spa, Conservatory

Not enough waiting/bar staff. It took 20 minutes to be served in an almost empty bar. 10 minutes on.bread to make toast at breakfast. 3 waiting staff to seat tables, replenish buffet and clear away!! Lovely surroundings and rooms 10/10... however the staff they have are wonderful, friendly and attentive. Food described and looked better than it tasted.

We booked a 3-day, 2-night anniversary getaway at Crabwall Manor Hotel and Spa, securing the package eight weeks in advance. The primary reason for choosing this package was the spa treatments scheduled over two days, which was the main attraction for us. However, the spa unilaterally combined the 55-minute body massage, 25-minute body scrub, and 25-minute facial into a single 2-hour session—scheduled on the last day at 3:30 PM, well past the 11 AM checkout time. This was neither communicated nor confirmed with us, disregarding the possibility of onward travel plans. As a result, we had no treatments on day 1 or day 2, contrary to what we had booked and paid for. Attempts to reach the hotel and spa via calls and emails went unanswered, highlighting serious communication issues. Fortunately, the hotel manager, John, was welcoming and took our concerns seriously- however this was on the day of check in as until then the hotel had blatantly ignored all calls and emails. He acknowledged the errors, took responsibility, apologised and ensured the spa honored the original package by rescheduling the treatments across both days. Olivia also deserves special mention for her excellent communication and empathetic approach in handling our frustration. Day 1’s massage with spa manager Andrea was fantastic—she was professional, and the massage was truly relaxing. However, day 2 was a disappointment. My masseur talked nonstop throughout the 50-minute session, sharing personal stories about her children, health issues, boyfriend, and weekend plans—completely ruining the experience. Meanwhile, my husband’s masseur didn’t even turn up, leaving him waiting for over 20 minutes with no communication. Once again, Andrea stepped in to provide his massage, proving to be the only saving grace on both days. Overall, our experience was far from perfect. While some staff members were excellent, the hotel and spa must seriously improve their communication and service to ensure guests feel valued and can fully enjoy their stay.