October 2023 by MichaelS491
Thanks again Charlton House great weekend away for our anniversary facilities at Charlton house are excellent, room was lovely many thanks to Caitlin who made everything just that extra bit special for us.
October 2023 by nicoleeD9173AF
Had the best time at Montigo resorts - Somerset, Charlton house. We arrived as walk-ins, really enjoyed all the spa facilities. We also had food in the restaurant that was so reasonable priced. Maddie that work on the spa reception was so bubbly and down to earth and made us feel so comfortable:) all the staff were very friendly and helpful! Will definitely return soon ;)
September 2023 by Marshgibson
I have been a regular patron over the years and seen several changes, mostly good. Tonight I visited with my sister for dinner. The food was quite good and the service was very good, the bar staff and waitresses were polite and helpful. The prices are high but I expected that as this is a top end restaurant for the area. On leaving we were presented with a bill for over £150.00 for the two of us which included a service charge which we did not have the option to offer. On checking the bill I noticed that the 2 Pimms & lemonades we ordered we charged as doubles when in fact we were given singles as admitted by the friendly barman. He offed to remove one of the Pimms at £12.00 each. His supervisor Marley intervened to say they only give doubles as a cocktail to which the barman said it was his mistake. Marley was quite intransigent and said he would remove the cost of one lemonade at £5.00 and appeared to embarrass the polite barman. The saving of £7.00 off the £150.00 bill was short sighted as now I will choose to entertain elsewhere. Maybe some training in customer service and general management is needed.
September 2023 by W1982PWrachelp
We booked Charlton House in June for our wedding anniversary. Looking at recent reviews made us anxious about going, there is definitely some room for improvements, but I don't think they warrant 1*. The room we had (18) was lovely, very traditional and had a cottage feel to it. A little cold, but two electric heaters in the room. Mezzanine bath, jacuzzi and complimentary water. All of the staff were really welcoming, checked in on us and catered for us happily. The food was really good - especially the duck, pork and chocolate fondant! Some reviews talk about small portions, but they were more than adequate. The spa treatments were lovely and similarly staff in the spa were welcoming. The gym is a decent size for the hotel and we used this both days. For us, the main reasons why we wouldn't give 5* is that the spa does need some renovation. The sofas around the spa are lovely and really comfy, but a lot of the jets do not work so it's simply a pool and a sauna. The treatment rooms didn't have music which we found strange and the spa could do with some essential oil mists. We were also charged for breakfast, and when explaining that this had been paid for with the booking, this didn't seem to be understood. The breakfast menu clearly says that the menu is inclusive to all residents and we never really understood why we were charged. I personally would return, but I think there should be a reduction in cost whilst renovations are made.
September 2023 by joanfR4403JH
Sad day very disappointed with our stay at this resort. Booked 2 nights for my daughter's 40th birthday, hydrotherapy pool not working, and only hot tub not working, not advised of this on check-in . Room not good either, moldy and very obviously waiting for a refurb.. not told any of this on check-in. Staff very good under the circumstances, but as my daughter had traveled from Ireland for her 40th, to say we where disappointed was an understatement, a refurbishment is supposedly under way....... all I would say is advise people checking in about the issues, and perhaps not charge full rate for rooms that are due to be refurbished, and lack of spa facilities
September 2023 by vjlp
Horrendous unfortunately they have ruined a historic building in the doomsday book and they don?t care as there billionaires who will pay the fines after 15 years of staying I would want paying to return service average food less than average room nice spa nothing working some staff excellent like the ex BA spa manager and Vanessa on reception Caitlin unfortunately is not management quality it?s too long a story for me to be bothered ? steer clear of here there?s far better out there be warned or be disappointed ?
September 2023 by MEGTONYLondon
Lovely staff in the restaurant area, and a lovely guy on reception. Food disgusting Pool area not working and dirty This was a treat from my bosses, both of them spent a lot of money. Unbelievable and very disappointed Informed the receptionist at checkout, couldn?t care less.
September 2023 by Global14406355163
Such a bad experience under the new management. The old staff were great but clearly embarrassed by the state of the facilities, the fact that none worked, the fact they were not allowed to put on the heaters on the massage tables, the fact they were expected to ask us for £2 as the original voucher sold to us by old management was worth £118 and not £120, and the fact their manager Caitlin shouted at us when we said we thought they should waiver it (when they had had five opportunities to tell us that they thought we owed them £2 rather then tell us when leaving), and then our video shows her following us out and continuing to shout at us in the car park whilst we were being calm and reasonable and asking her to put it in writing to us. Then being emailed by the other manager that my friend was banned, then unlawfully refusing to give us the CCTV which we requested under freedom of information / data protection of the commotion caused by Caitlin in reception and then not having any reply from David Battle the manager in charge. Wow I feel so sorry for the staff that are expected to work under these conditions and the new staff that clearly have very stressful jobs caused by mid management and a care for profits only rather than continued business and customer care. Such a shame for an establishment that my friends and I have enjoyed many times over the years prior.
September 2023 by 109katrinav
Charlton House has been in need of a refurb for many years so we were excited to hear of the new owners. When we arrived the beautiful holly trees outside the front door had been cut down and replaced by artificial box balls - who would do that? The interiors are so disappointing especially the dining room with horrid corporate dining chairs and plastic flowers everywhere! No cohesion of colours or scheme - just a mess. We were told we could not sit in the main sitting room as it is "members" only ! No one was even in there - it's not a "members only" hotel like Babington House so why would they create segregation - just silly ! The food was absolutely horrendous - the starter was cold, tasteless and clearly purchased from frozen. My Sunday lunch main course was beef but I'm not sure what it was because it was grey, chewy and I had to leave it. This beautiful old house should have been in capable hands with good interior designers and an excellent chef. Hopefully one day this will be the case but until then avoid at all costs.
September 2023 by clarem592
I visited the spa - one jet was working the rest either removed or stuck and not working - the pool is unclean there is sand in the bottom. & goodness knows what else. The whole place needs seeing too it?s an embarrassment. The showers in the ladies changing room are not draining properly it?s terrible. there is no nice clean spa smell on entering. However the ladies in reception at the spa were charming particularly Maddie - who went and fetched clean robes for us and was generally an asset to an extremely ?run down? establishment.
August 2023 by Jenny M
A friend and I were treated by other mutual friends to an afternoon tea, for which they paid £25/head. On our arrival the waitress didn?t seem overly confident but showed us to the empty restaurant and said we could choose a table. After a good wait she returned and asked us if we?d like to order a drink before our tea arrived. We just ordered sparkling water, which arrived after another wait. The afternoon tea arrived, all of which seemed quite small portions and the stand had zero presentation and nothing extra on it to make the food look more attractive. Sone of the sandwiches were dry but we ate them as seemed rude not to. The cakes were tasty and delicious, however the scones were small and also a little dry and there was only one tiny pot of jam on the stand which was supposed to be for all 4 scones. We both ate everything as the portions weren?t particularly filling. We asked for a top up of our teapot and we?re told it wasn?t included in the price of the afternoon tea, although this did change when we settled up. After about an hour and a half a number of staff members started milling around in the restaurant and were clearly trying to give us the hint to leave as they were very obviously regularly and directly looking our way. A family member of mine had visited Charlton House the previous week and said they had more food than they could eat, sandwiches were plentiful and they?d had loads of jam and little pots of a mousse dessert too. So we aren?t sure quite why our tea was so lacking and a disappointment. We also felt awful for the friends who had treated us. In all honesty a local garden centre not far from Charlton House does a far superior afternoon tea, which is much better value and cheaper too. Very very disappointing.
August 2023 by Coastal13287444597
I went for afternoon tea with a friend. I was very dissatisfied. The sandwiches were miminal and the filling sparse. I was quoted £64 as my Bannatyne voucher wasn?t excepted. £46 if I could have used my voucher. I was charge £70 + as I had service charge to pay. I said I didn?t want to pay service charge and I was told it couldn?t be taken off. My friend and I were scrutinising the sandwiches to see what was in them. £70 is ridiculous for a few very few sandwiches , couple of scones and a few cakes absolutely dissatisfied and upset?..would never enter Charlton House again.
August 2023 by Alkito-000
Was given this experience as a gift through a 3rd party offer. This had included a full package, spa, 2 treatments, dinner allowance and breakfast. Booked in advance and highlighted a personal health issue with the staff team and was respected highly by Aaron from reception, and Hannah from the spa team. They both had made sure that I was offered the right treatment plan given circumstances. The reception team upon arrival were friendly and offered good introductions to the site, and once checked in we were both shown down to the spa / gym area to relax before our treatments began. The spa facilities was good, albeit one space within the hydro pool was faulty but a nice and clean experience nonetheless. Didn't use the gym. All of the saunas seemed to be in working order but didn't use as they were full. The massage therapist's for both me and my partner were great. Felt completely relaxed, and would recommend Liberty "Libby" for a good conversation. Food on-site was good although would be nice to see a couple of further options for alternative eaters for my partner i.e. (one veggie option that was pasta and one vegan option that was salad.) Fortunately with her being a pescatarian it gave more options. The meat dishes that I had were lovely. However, moving onto breakfast the hotel appeared to be short staffed during the peak periods on a Sunday morning, we were sitting far into one corner and often felt missed and left out. However, Gabi, one the staff members on the day went above and beyond on both night and morning. Would revisit again for the spa treatment.
August 2023 by Youngatheart111053
We had our annual "Ladies Wot Lunch" reunion there in July - What a fabulous day ! everything was just perfect - The food was delicious, the staff were very attentive - Cocktail making with Marley was such great fun. Thank you to Dee and the staff for an amazing Day. The refurb of the Hotel looked really lovely all in all a massive improvement
August 2023 by shreddie1
Something must have changed here, or we hit a very bad weekend! Much can be overlooked if the staff are welcoming, well trained and approach residents with a 'can do' attitude... unfortunatley with one exception, we encountered some of the most haphazard and plainly odd service you could possibly hope for in any hotel, let alone a 4 star hotel. We think they are going for the shabby sheek look, which sort of works in most areas, except the room (we had room 3) was was just shabby. We didn't list the spa so can't comment. Reception staff were great and the exception to the rule. Everyone else was either rude, entirely lacking any knowledge or simply poorly trained. It started at 1600h when we wanted a quick bite to eat from the day menu's before heading out for an event. Two options, both entirely empty and literally one step apart... 'you can't eat from different menu's in the same place' but we could apparently sit apart and eat from different menu's! really, this really did happen and it wasn't Basil Faulty! The food we chose was actually ok if not exciting. Oh yes, the food was made more exciting by another member of staff exiting the kitchen in a cloud of very bad and loud language. Later on our return, we went to the bar. The sole barman was not capable of making drinks, remembering anything for more than 2 minutes or apparently finding any nuts 'sorry we don't do nuts but I saw someone eating crisps earlier so I will have look' ... 20 mins later our drinks arrived. 15 mins after that some nuts. Others took to serving themselves as there were no staff for about 30 mins! Breakfast was very average (cooked) and the buffet as poor, in fact no better than a Premier Inn. Service was comical but swift, despite the constant irritation of paying £300 for one nights B&B and then being charged for double espresso on top ... come on! Sorry, but it really must do much better and at least invest in training staff if not some more paint!
