Montigo Resorts Somerset at Charlton House

Update 26th June: I have since emailed the hotel again at which point they declared because I uploaded a bad review they will not offer any compensation for the stay we had. I now see many other guests have had issues with the hotel in recent times, it’s a shame that they are unwilling to compensate guests for issues that could so easily be avoided and affect the whole quality of a stay. I have given them some time to respond to my response asking if they wanted me to take my review down, but no response. Shocking customer service. Some honest feedback about a few issues we encountered on our stay that left us feeling slightly let down, especially given the premium price for a spa hotel. There were several aspects that felt more like lapses in quality and cleanliness rather than character: - The fridge in our room was not working. - The room had visible cobwebs, unclean sealant around the toilet, and an unclean sink. - There was not enough parking when we arrived and my partner had to ask staff where to park. A nice girl moved her car for us. - There were stains in the bathtub and down the bathroom walls, which was quite off-putting. - A screw was found on the floor in the pool area (the far right corner as you stand inside looking to the outside) – something that could have caused injury and we’re pleased to have noticed. - There appeared to be a wasps' nest near the hot tub, and several wasps had fallen into the pool while we were using it. I emailed the hotel with the details of these issues and their response was lacking any real response, merely telling me that my feedback had been recorded and they are “addressing the concerns (I) raised”

Need a relaxing retreat? Or the perfect get away? Look no further! This place has everything you need, 5* food! 5* service and 5* facilities. The spa is sensational, the food some of the best in the area, and the friendly and local service incredibly valuable! Thank you for having us! A special shout out to Lloyd who accommodated us so well and told us all about the future of the hotel, and the friendly service from everyone like Tobias who made us feel special from the very beginning!

This hotel is in need of thorough renovation. The property is beyond tired and worn out. The otherwise great location and garden at the back of the house are lost with the very dated and somewhat getting the feeling of falling apart accommodation. I don’t think it’s fair to say that’s ok because the price is low. On the positive note it’s very quiet during the night, the towels were nice and fluffy and they do have Elemis bath products. I do hope whoever owns this place gets a renovation program done so that guests can enjoy it and the staff that works there can continue having a job as otherwise I can’t see how it can go on for too long.

Super stay lovely room and so quiet

Sunday lunch is the best I have ever had! Very clean, friendly staff, superb range of drinks. Great atmosphere! I would highly recommend this place to visit for casual drinks - you don’t have to be a member to go in. Superb food, the rum baba desert- oh my word!

On paper, it seemed to be the ideal getaway for us; a couple looking to unwind without the kids, but unfortunately turned sour the moment we arrived. We booked the Junior Suite - the second most expensive offering - for a single night as part of the 'suite retreat' package. As we went through the online checkout process the three-course dining option was displayed as an upsell, including the available menu. Okay, sure. We were planning to dine in the restaurant anyway and the menu appealed to us both. With £104 added to the bill, we completed the purchase, £388 lighter but all set. It started with high hopes; the resort was responsive to my request for afternoon tea instead of champagne - it'd be a shame to drink alone with my wife being pregnant. The resort contacted me quickly to discuss check-in times and to collect my details. A great start. Upon arrival, we entered the reception lobby amid a spat between hotel management and a group of guests. I don't know the full picture but I certainly agree with the guest perspective given our experience. We waited to be greeted, not particularly long, but longer than anticipated. The manager who greeted us was muddled - We explained who we were and that we had afternoon tea booked for 1 pm. We were told to wait until 1 pm whereby we would then be free to roam the resort. Odd, I'd of thought we'd be having afternoon tea at 1 pm seeing as that was the time we had booked. Alas, we waited in the reception area and were provided coffee - fair enough. As 1 pm bids farewell, we decided to speak with Crystal who seemed to be in control of the dining area and bar. She put us right - sat us down, arranged drinks and afternoon tea shortly followed. It was a decent spread, though rather weighted towards sweet treats with only four 'sandwiches' and no other savoury options. It was tasty enough but too much sugar. The waiter boxed the remaining sweet treats for us to enjoy later - brilliant. We head back towards reception to enquire as to when our room would be ready. It had been ready at 1 pm. Okay, understandable, we must have misinterpreted our first interaction at reception. We were shown to the 'Garden Room (30?)'; peaceful, removed from the main building and initially quite impressive. We unpacked and headed to the Spa - included in our booking - for a little relaxation and warmth. Unfortunately, this is the point where things go downhill quickly. Upon entering the spa the receptionist informed us that there had been a 'mare' - short for nightmare - and that both the jacuzzi and steam room(s) were out of order. We were however told that the pool and showers were still operational. Hmm. We stepped into a tepid 'pool', not big enough or deep enough to do more than potter around, clinging to the few jets of water emanating a slightly warmer stream of water. We quickly left - this is worse than our local community swimming centre. We head back to the room to enjoy the cast iron bath instead. At least th