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Slaley Hall Lodges Customer Comments
Our team here at Mercantile Claims are always on hand to help you with any issues, concerns or questions you have regarding your timeshare contract. Below are some reviews from Slaley Hall Lodges timeshare owners. If you have a more specific question please contact our team of experts and we will respond with an answer as soon as possible.
STOLEN PURSE & IDENTITY THEFT! BEWARE!
❗️ STOLEN PURSE AND IDENTIFY THEFT! ❗️
If you plan on going to Slaley Hall, make sure you leave all your personal belongings at home and go in your swimwear only!
I had my purse stolen out of what is a secure coded locker that only staff have access to the master code to open it… apparently, as no one requested this open this day, the staff immediately insinuated it was negligence on our behalf showing absolutely zero sensitivity or compassion.
The customer service received was absolutely diabolical and when raising a formal complaint into the way it was handled, the Regional General Manager was just as bad! Luckily I have it all on email trail.
The stolen purse has turned into identify theft where credit cards, store cards etc. have been set up in my name! 4 weeks later I’m still dealing with the aftermath!
‘ONLY SPA STAFF HAVE ACCESS TO THE MASTER CODE’ THEY SAID!
‘THE RECEPTIONISTS ON DUTY HAVE IN EXCESS OF 7 AND 2 YEARS RESPECTIVELY AND I HAVE NO REASON TO QUESTION THEIR INTEGRITY’ THE GENERAL REGIONAL MANAGER SAID!
‘I AM CONFIDENT THAT OUR SECURITY PROCEDURES ARE SATISFACTORY’ THE GENERAL REGIONAL MANAGER SAID!
I SIMPLY CANNOT ACCEPT RESPONSIBILITY FOR THE INCIDENT’ THE GENERAL REGIONAL MANAGER SAID!
I COULD GO ON AND ON….
If you’re planning a spa break..
❗️❗️KEEP AWAY FROM SLALEY HALL! ❗️❗️
For what should have been a relaxing night away has turned into the biggest headache ever!!
My partner booked a spa night away for my birthday, a VIQ room was booked which we were told would have golf course views.
On getting to the hotel we checked in and went to the room, the room was nice but we did not have the golf course view, we had an awful view of the car park/courtyard, very different to what you would expect (shown in picture). I rang the reception and was told there were no other rooms available. The room is meant to have upgraded products in the bathroom. We had 1 moisturise, 1 shampoo and 1 shower gel, all rubbish, I, unfortunately, forgot my shampoo and conditioner and thought it would be ok. It obviously wasn’t. The part where the water comes out on the bath (not a normal tap) was covered in black dirt and made all the water dirty (shown in pictures).
We went down to the spa and I can only describe that as being in what seemed like a local swimming baths, kids playing in the slide, loungers around that where all full, you would think that when laying for a spa break you would at least have a lounger or somewhere to relax but no we had to put or towels just in the side of the pool. The pool area is old and dated, there is one jacuzzi that is just full. Not the relaxing atmosphere you expect from a £300 spa break away.
We then had a treatment booked and when speaking to the girl discovered that it was just a head massage so we decided to pay more and upgrade to the full body massage each. The message was rubbish, I got my back, feet, bottom of my legs and a minute in my arms. Not what I would ever call a full body massage.
We decided to go straight back to the room after it rather than back to a loud community pool.
We had a table booked in the resultant for 8pm, we got there and wait 10 minutes to be seated, the people in front of us sat 2 tables away and had their starter and mains before we even had our starter. We only ordered roast Camembert to share and steak. 4 other tables came in after us and all had their food before us. The Camembert came with 4 little slices of French baguette. We asked for more bread. After 15mins waiter realised we didn’t have more bread, he did apologise but the cheese had gone hard by then so we told him not to bother. The ribeye steaks where lovely, couldn’t fault that.
We decided not to have a pinning considering it was now 10pm because everything took so long. The room is like being in a canteen, everyone was just moaning, there seemed to be loads of staff but no organisation. The people next to us sat with there soup bowls for 30mins and the people across complained when they had been sat for 35mins and noone had spoken to them.
We went to the bar for a drink £20 for 2 drinks, there was no atmosphere.
We went to bed and along the corridor where rooms with trays outside, I stacked up two foot high.
The morning we went for breakfast and the trays where still outside the rooms. We waited to be seated and people just passed us so we went in to looked for a table and all of them where dirty, I asked a waiter if we need to wait to be seated and he said I will seat you now, he got us a table that someone was just cleaning, they just turned the mat and put clean cutlery down.
We had to ask for coffee because no one came to us. Breakfast was a buffet, not what we expected from; what is meant to be a nice hotel. The bacon was awful. Our coffee came and my partner asked for some milk. 15 mins later is still hasn’t arrived (the coffee was in the cups and gone cold) he asked another lady, the first milk then came out a few minutes later. The lady he has asked then came with another and we advised we had some now, she huffed and shuck her head at us. I asked her name and was advised she is called Sharon (i think) absolutely shocking service.
Our plan was to go back to the spa after breakfast and we then had lunch booked.
With the experience, we had we just wanted to leave.
We spoke to reception and complained, they took my email and said they will let us the outcome. We got an email that did not address everything, they did apologise and offered an upgrade if we go again.
Thanks but no thanks Slaley Hall we won’t be wasting any more money on you.
Having been a frequent visitor to Slaley Hall for the past 15 years my wife and I decided to celebrate her birthday here.
We couldn’t believe how far the place had deteriorated in a short space of time.
The room was freezing cold, faulty electrics, cracked tiles dirty stains on curtains and a sink in the bathroom that wouldn’t drain
Q hotels were not interested in listening to or addressing our complaint.
We paid £122.00 bed and breakfast in advance and the only advice I can give is do not book at this hotel.
There are much better places in the area BEWARE of Q Hotels.
Not what it used to be and very disappointing
I recently stayed with use at Slaley Hall on the 5th of December 17 and wow it has changed so much for the worst. Myself and my girlfriend normally stay here before i go away for a long trip just to relax and unwind and have a couple of treatments at the Spa.
This year on arrival to the spa, the locker rooms in the spa need an overhaul with doors hanging off and in a poor state of repair also in the ladies the toilet doors are rotting, a blocked toilet for most of the day, and a very bad case of limescale and missing tiles in both changing rooms. Whilst relaxing in the far corner we ended up moving over to the bar area because of dust balls falling from the girders above. The state of the pool in some areas are in a poor state of repair ( mainly the rock areas) with one having a piece of rusted metal protruding from it.
The spa yesterday ( 5th) was a good temperature but then today (6th) it was unbearably hot and uncomfortable. The first treatment was excellent, and then my girlfriend surprised me with and bought another treatment each a hour long one . I asked her how much so payed and she said the manager gave a 20% discount, she tried to book the couple offer for £109 minus %20 would equal £87.20p bit instead the spa staff insisted on buying two treatments at £65 each and it would be cheaper and paid £104 correct me if i am wrong but my maths has worked it out cheaper on the first deal with 20% off( i only found out about the cost on the way home or i would of done something about it at the spa).
I received the hour-long treatment which then turned out to be the bloody wrong treatment that my girlfriend had been falsely sold at a higher price. We arrived at lunch and this time its a buffet lunch we had carbonara and “SALMON” fish cakes. The carbonara had dried out and the fishcake which had supposedly contained salmon had no salmon in it was more fish paste or fish oil we left our plates and i ended up driving to Tesco in Hexham.
Evening meal i had the steak with chunky chips and if the hotel is going to serve chunky chips please make sure they are cooked and not raw we ordered sided as-well the onion ring well what can i say there was no onion left in there burnt to a crisp, my girlfriend ordered the belly pork and had to request a steak knife to cut it up and we left it in the end as it was that tough at this point we wanted to leave the place but the only thing that was holding us back was the two bottles of prosecco that we had drank and the law on drink driving.
Breakfast well what can I say Slaley used to have one of the best breakfasts to offer but now might as well not bother with one fried egg left on the counter with a big hair standing up proud for all to see, bacon as tough as rubber and just bad sausages.
We have recommended this hotel to countless friends and family for the general stay and the offers especially at the spa but i will be taking them recommendations back, the standards of the hotel are slipping now and the tiredness of the place is starting to show.
Disappointing but nice breakfast
My friend and I were really looking forward to a spa break at Slaley Hall but in general, we were very disappointed.
The pool in the spa was really cold, the treatment lasted 10 minutes less than expected and we were very surprised to find that no slippers were available which surely must be a health and safety issue.
As we were expecting slippers I ended up going for lunch wearing my robe and trainers! The lunch included in the package was poor with very little choice.
Positives of our visit were that we had a lovely room which overlooked the golf course and breakfast was really good.
We won’t be returning.
3 day business weekend ruined by a very poorly organised hotel
Wow, what an absolute shambles of a hotel. So poor it made faulty towers look 5 star.
I was on a 3 day intensive business seminar weekend with 45x other business owners.
Bare in mind we all chose our meals at lunchtime so the kitchen would know how many covers were coming in at a set time how on earth does it take 2 and a half hours to serve a 3 course meal? The food was not what I would expect of a hotel of such status, My ham hock was an awful lump of fat and bones, my sticky toffee pudding was cold, the most bland curry for lunch. Just horrendous!
The bar staff were no better, constantly a queue at the bar in the evenings, however one time when I did go to the bar and I was the only one where the gent behind the bar looked at me, rang reception and demanded a hand at the bar as the guest were waiting 20minutes, (not sure where these guests he referred to were hiding)
Gents on my table waiting 40 minutes for 4x cocktails. After promoting the staff twice they finally received them, however, is 4x different glasses of different shapes!
They ran out of Hendricks Gin, ran out of cucumber and limes.
Mid afternoon muffins which were served I’m pretty sure my 3 years old could make better, small, stodgy and burnt!
I took the opportunity to see what the hotel had to offer in the hope I would bring my wife back for a weekend together, I however will not be stepping anywhere near Slaley Hall let alone recommended anyone else’s to go anywhere near the place.
The management/owners need to have a long hard look at the current set up, employ management who know about customer service and how to run a successful hotel. Clearly your management are absolutely clueless!!!
Over the past 15 years I have been part of a annual weekend golf trip that’s has taken us all over the UK. In September we stayed at Slaley Hall and I have to say it is the worse venue we have been too. The externals look great, once I got inside the cracks started to appear.
We had a Tee time booked for 13:30 on the Friday and we were told to fill out forms and hand them into the pro shop and we would be checked in while we played (as check-in is 15:00). After returning from the round we found that we hadn’t been checked in and now a member of our party hadn’t got a room as the hotel was fully booked. (Bare in mind this trip had been booked for 11 months) The member of our party was found a room in another hotel down the road l which is not great considering the whole idea of a boys weekend away is to stay together.
The food was bland, exactly the same main course Friday and Saturday, the only difference being Friday was gammon and chips (menu said steak) and Saturday was steak and chips (menu said gammon !!) The time between courses was excessive to say the least, 25 mins between starter being collected and main being served. The jacuzzi in the spa didn’t work and the bar was staffed by 2 people mostly, at times only 1. I waited 15 mins to get served on more than one occasion. We found out after the weekend that we were supposed to have breakfast in the main hotel but wasn’t informed of this, so breakfast was in the clubhouse (Claret Jug) On both Saturday and Sunday I had to clear and clean the table where we ate as there didn’t appear to be any staff to do this. Similar with the bins outside the clubhouse, both mornings overflowing onto the floor, not a great site.
The room was ok and what you would expect and to be fair it was clean. Overall I think for the money we paid you would expect better, simply because over the the years we have paid less and had better. Disappointing Slaley, I think you need to sort your staffing Rota’s out and then you may stand a chance of delivering an expected level of service.