Rowton Hall Hotel and Spa

We had afternoon tea booked for 3:00pm and facials at 4:40pm, so there was less than three hours for the facilities anyway. We weren't trying to get extra access, just to enjoy what we'd paid for. One confirmation email also clearly said to arrive at 1:00pm. At first we were greeted pleasantly and told our robes wouldn't be ready until 2:00pm, which was fine. We put our things in the changing room, then a receptionist stopped us and said abruptly that we'd arrived too early and couldn't access the spa before 2:00pm. The condescending way she spoke left me embarrassed in front of other people, as if I'd done something wrong. I explained that the spa had told me on Instagram that 1:00pm was okay. The reply was that I should have contacted Spa Seekers directly, not Instagram, because the person answering thought I was a guest. It was dismissive and patronising. The manager spoke in much the same way, including saying they paid a lot of money to Spa Seekers so I should have messaged them. That felt inappropriate for a luxury spa, and made me feel like a naughty school child instead of a paying customer. I genuinely didn't want to stay after that. What should have been a special sister day we'd both looked forward to was spoiled from the start. I hope this feedback is taken seriously. Confusion about an arrival time could have been handled calmly and professionally, and no guest should be spoken to that way.

The grounds are lovely for a walk, and this felt like good value for the price. We’d be happy to visit again. The spa was peaceful and professionally run. Treatments were excellent, and Anna gave me a very good, professional massage. There are loungers and seats by the pool for relaxing after a swim or reading quietly. The staff in the bar and restaurant were friendly and helpful, with special thanks to Claudia for looking after us at dinner. Breakfast had plenty of choice and was tasty and well cooked. The hotel has the feel of a stately home, with lots of carved panelling. Rooms are well furnished, though some minor maintenance attention is needed.

The spa was the best part of our one-night stay, and the included massage was great. The room had a lovely view, but it was dated, and the bottle of bubbles that was supposed to be there was missing. Spa and reception staff were lovely, no complaints about them. Eating there was a letdown. The menu online was completely different from the one in the restaurant. When we asked, a staff member just said they were using that menu today. The restaurant staff seemed completely out of it, making a meal we should have enjoyed feel like hard work. We ordered a trio of curries, and they didn't seem to know what curries they were serving. Breakfast was inedible, the dippy eggs were still raw. Go for the spa, but don't bother staying or eating.

I emailed Rowton Hall with a complaint on 13th February and still haven't had a response beyond an acknowledgement from the Spa Manager, despite repeatedly asking for updates. The customer service has been disgusting. After spending £270, I left bitterly disappointed and let down. I expected a luxury spa that was well maintained and professionally run, but the price and experience didn't come close to matching. Several small details added to that feeling: cheap plastic cups by the self-serve water, instant coffee for hot drinks, and security tags still attached to the robes. The afternoon tea was very ordinary for a premium package, and the service was sloppy. We were vaguely pointed to a table that hadn't been properly set, and my friend had to fetch sugar herself because it wasn't brought or even offered with her tea. The changing rooms were dirty, with clumps of hair and rubbish in the shower corners. Some locker locks were broken, which was inconvenient and concerning for security. The pool wasn't particularly warm, the steam room barely produced steam, and the relaxation room was untidy, with blankets, headrests and cushions strewn about, dirty plastic cups left around, and a non-working water feature. It didn't feel relaxing or luxurious. I couldn't have the planned back massage because of a medical condition, which I understand. But the alternative facial and head “massage” was the worst I've had. The therapist used virtually no pressure on my face or head, so it was irritating and not relaxing at all. At a spa of this calibre, I'd expect therapists to adapt treatments properly and still provide a high-quality experience. I booked this as a special treat for a friend who was getting married, expecting good facilities, treatments and service at a luxury venue. The actual experience fell well below an acceptable standard. I wouldn't recommend it to anyone and would actively discourage people from booking. There are many beautiful spas in Cheshire, and I'd definitely go elsewhere.