Tre-Ysgawen Hall & Spa

Lovely - clearly going through a period of change.

8.0

We recently visited Tre-Ysgawen Hall and had a lovely stay. It’s clear the hotel is going through a period of change, so it wouldn’t be fair to judge too harshly when the new management team had only been in place for three days. Most of the staff were friendly, efficient, and a real credit to the hotel. Food was good and the room comfortable. Although I didn’t catch the new General Manager’s name, they were visible and clearly getting involved, which was reassuring to see. There are areas that could be improved, but with such a new management team finding their feet, we’re confident things will continue moving in the right direction. We look forward to returning in the future to see how Tre-Ysgawen Hall develops.

Hugely disappointing/management seemingly does not care

2.0

Interesting that on another review posted here that the customer was emailed a request for feedback after a visit, not surprisingly that did not happen following our experience,and despite two emails, neither of which have been either acknowledged or replied to, it appears that management of the hotel could not care less about customer experience. We arrived for a 4 night stay on the 13th July. There was no running water, hot or cold, and hence no functioning toilet, to the room on arrival. We spoke to the reception and we were told it was a short-term issue. To cut a long story short it took 24hours before we had access to water. In the meantime we were provided with 6 small bottles of mineral water and we were informed that we would have to use toilet facilities on the ground floor of the hotel (we were in room 40 1st floor). The receptionist (no manager available to speak to or contact) informed us that we would receive £20 compensation (frankly an insult) but at check out another receptionist informed us that she had no authority to issue a refund. Hence to date no refund or apology from the hotel. I see from another review that a couple who had the same experience as us on the same date received a complimentary afternoon tea but even that would have been quite an insult. The only positives are location, an excellent gym, pool and spa facilities, a decent breakfast (although on the last day my wife who is Coeliac and requested a gluten free breakfast was served up hash browns that were not gluten free) and the few staff there tried to be helpful but fell well short due to complete absence of management leadership. The room was tired, dirty, there were mould stains in the bathroom, a broken shower hose and enough dust in places to have kept a vacuum busy for the whole of the visit. I have sent two emails to the hotel over the last two weeks and have had zero response. You would expect at least one full night value in compensation given the first 24hours we had no access to water/toilet facilities. As another review states it appears that the owners are cutting corners. This could be a really great hotel if managed properly, as it is, it's a 3 star at best and nearer to a 2 star.

Wonderful service and spa facilities.

10.0

My son & I have just had a wonderful 3 night stay at this beautiful, peaceful hotel. The grounds & gardens are lovely and the spa facilities are excellent. We really enjoyed the food (& wine!) in the restaurant. Afternoon Tea in the Library was also a real treat and, as another guest commented, very relaxing. All the staff were so friendly, helpful and went above and beyond to offer fantastic service and we can't wait to come back. Thank you so much!

Guest review

10.0

The staff are lovely. Having the use of the spa facilities and gym at no extra charge is unique these days and much appreciated It's the second time we have stayed and we're never disappointed

− The bathroom in the room is very tired and could do with a refresh. The shower was leaking but it didn't take away from our stay as we were only there for one night

Disappointed- not a 4 star luxury hotel

3.0

The location was somewhat secluded but the building and gardens are beautiful

− We were told at "Spa" reception ( no one at hotel reception) that our room would be ready at 3pm. Clearly our room had not been touched for days/weeks. Milk sachets- some were out of date and the basket they were in was very stained with spilt coffee. Very dusty on surfaces with at least 3 spiders/cobwebs No shower gel or shampoo in dispensers in bathroom and had to keep asking for some.Filthy bathroom floor and toilet brush Eventually shower gel arrived 4 hours later - too late to shower to go to dinner.(staff had to go and buy some apparently!) Shampoo never arrived and by 3rd day I had to go to spa reception and ask for some myself. Not a great first impression. Left note on door for room to be cleaned and all we got was the bin emptied ( but not the bathroom one) and a new toilet roll. Room needed hoovering and I thought bathroom would be cleaned if we asked for a "room clean" Not what I would expect for an advertised 4 star hotel - clearly way below standard. Didn't use gym or spa so maybe that's where all the money is spent as there is hardly any staff anywhere else.

Disappointing and underwhelming

5.0

The grounds were gorgeous

− Was very tired looking . Receptionist we only seen once throughout our stay . When we entered the room it was a really musty smell which must have been apparent because the windows were already open . We had been travelling a Fair few hours so went straight to the bar to get something to eat and drink. After waiting a good 10 mins to be served ( one slow staff member) was told food stopped serving at 3.30 although the room info said 4pm. So we then had to drive around for 10 mins before finding a Morrisons where we sat in the car park with a meal deal. Not what we imagined when booking a 4star hotel . After going back to the bar for a few drinks my phone ran out of charge with my payment details on and asked if I could put the lemonade on the room tab. The answer was no so had to go back to the room to charge our phone to buy a lemonade . We were going out with friends on the evening so was glad after the impression we had already gained from the short time we had been there . My husband thought he saw a stain on the sheet but when he lifted the sheet there was a large tear in the mattress . Next morning we woke up to no toilet paper . For a 2 night stay we had been left with a quarter of a roll and no spare . Had to go to reception (no staff again) so asked one of the maids who directed my husband down the corridor and turn right and get it himself off a trolley . There was no hand soap to wash your hands either . There was also a loose handle and screw left on the bathroom shelf !! Left midday to attend a wedding . Again saw no staff on the desk . Came in late that night . Next day went to reception to check out and guess what no staff!! Left the key behind the desk We have photos to prove all the above as this hotel is not a 4 star hotel We would really like to hear back from the management