Montigo Resorts, Somerset

The afternoon tea was lovely, and the spa therapists were excellent, but those were the bright spots in a very disappointing birthday treat for my sister. I booked the day at Charlton Hotel / Montego Spa for 19/01/2026, and the experience fell well short of what I expected from a place advertised as 4-star. At the restaurant, we were turned away despite being spa guests in the robes provided. The response felt surprisingly rude, and we were directed to a dim, windowless side room that wasn't suitable. First we were told afternoon tea needed to be booked 24 hours ahead, then the manager later said that wasn't the case. The abrupt, unprofessional service left us embarrassed during a celebration that mattered to us. The facilities also looked neglected. The hydropool was out of order, we couldn't access the outdoor pool area, and parts of the changing rooms felt unhygienic and unsafe, including mould in the shower and a plug-in heater on a wet floor. Several seating areas looked unclean too. I made a detailed complaint, but the reply didn't show much understanding of how serious the problems were or how they affected the birthday. The poor service, conflicting information and tired facilities overshadowed the good tea and treatments. I wouldn't return or recommend the spa.

The spa is still the standout at Charlton House, and dinner was superb for both food and service. The team were excellent throughout, especially the young man serving dinner and the bar staff. A Black Friday offer also made our fourth stay good value. We first came here when we got married at the venue ten years ago, so it means a lot to us. It remains a welcoming place, though the rooms could use attention: the carpets, furniture and fittings are starting to look worn, and a refresh would lift the stay. There were a couple of small details that took away from an otherwise smooth visit. Our toast at breakfast never arrived, and at checkout I had to ask whether our discounts had been applied. They hadn't. We still enjoy coming back, and with the rooms refreshed and a bit more care over details, Charlton House could be a top destination again.

The New Year's Eve party had a lovely festive feel, with very good food and kind, helpful staff looking after us all night. We started the visit with spa treatments, and the team there were welcoming, professional and attentive, which made everything feel relaxing. It was a really well organised evening and stay from beginning to end. We'd happily come back and recommend it for a special occasion.

The massage was blissful, and we spent hours enjoying the steam room, sauna, indoor-outdoor pool and outdoor hot tub. The spa and changing rooms were tidy and very clean, with extra towels available if needed. It's a beautiful place with easy parking. Everyone we met was friendly, polite and helpful, especially Ewa in the restaurant. Lunch was delicious and came quickly. We had a wonderful spa day and will definitely return.