Saunton Sands Hotel Source Spa And Wellness

The view from our room was the only thing that earned a star. The hotel looks like an upper-class establishment, but the way it’s run felt chaotic. Staff seemed to have no idea what they were doing or how to treat guests. Kevin, in particular, was rude and showed no customer service skills. The spa wasn’t relaxing either. The sauna had an odd smell, and the steam room wasn’t working. Before we went in, all my husband’s clothes got stuck in a locker. We reported it and were told it would be fixed by the time we came out. It still wasn’t. The original staff member said, “Oh, I didn’t think anything was in it,” then tried and failed to open it again. They reported it to maintenance, but got no answer.

Dinner was really tasty, and our server was friendly and helpful. We’d booked a spa day for five, and from the moment we arrived at the hotel, the service was fantastic. The woman at the spa desk was welcoming, smiley, and couldn’t have been more helpful. We had a lovely time and would highly recommend it. We’ll go back again.

I submitted a complaint after the stay, but the response from general manager Anthony Kingdon felt dismissive. He avoided taking responsibility, wouldn’t answer my questions, and eventually refused to pass the complaint on, despite what I see as clear negligence. I then contacted director Peter Brend, who runs Saunton Sands Hotel. He told me that posting my frustrations on several review sites, including Google and TripAdvisor, had removed any chance of resolving the complaint. I replied that I had the right to share my experience and still felt my complaint hadn’t received a proper response. I never heard back. When none of these managers can resolve a complaint, it says a lot about how this place is run. The stay itself was awful. I’ve stayed in over 40 hotels in the past six months, and this was among the worst. The place felt chaotic, with staff all over the place, and I don’t understand why so many people think it’s amazing. The room was dated apart from the bathroom, and breakfast was mediocre. I wouldn’t even call the spa a spa: the sauna was barely hot, the lockers broke on us, and the hot tub smelled damp. Manager Kevin was rude and had no manners. I wouldn’t recommend staying here. Avoid it, and save your money, as you can get much better nearby. A short drive away is enough.

The relaxation room had wonderful views, and the spa facilities were fantastic and spotlessly clean. We started in the outside pool, then moved to the indoor one. There was even a cool glass of Prosecco, which I nearly forgot to mention. Friendly staff met us, and robes and complimentary flip-flops were provided. My son bought me a twilight spa voucher, and I booked the evening I wanted. A friend came along too. Three and a half hours of relaxing made for great value.