Vale Resort

Our stay at the Vale was once again amazing. Everyone is super helpful & friendly & the staff are genuinely happy to do whatever it takes to make your stay memorable. We've been coming here for over 18 years & will definately be returning soon. Gareth at front of house is an absolute legend & a credit to the hotel. See you soon Vale Hotel.

I am writing to formally express my disappointment regarding our recent stay at The Vale hotel & Spa, which was booked as a gift voucher by my husband. He paid approximately £420 for an overnight stay, spa access, massages, and dinner. This was meant to be a special experience for us, and unfortunately it turned out to be a huge disappointment from beginning to end. To start with, I found the voucher process difficult to use. The first issue was with the massage booking. Our massages had been booked for 11:30 am, while room check-in was only at 3:00 pm. I found this arrangement very inconvenient and unrealistic. I cannot understand how guests are expected to arrive with luggage and then wait around for several hours before being able to access their room. What upset me more was the lack of support and flexibility from staff. We were not offered any opportunity to move the massage appointment, rearrange it for another day, or postpone the booking if needed. Initially, I was told that the voucher had been purchased in August, when it had actually been bought around Christmas. I was then asked to confirm my details several times because staff appeared to be looking at someone else’s booking. At no point during the conversation did I feel supported or reassured. I explained over the phone that the only information I had available was a screenshot reminder which clearly stated room check-in at 3:00 pm. There were no other appointment details visible, and I never received any reminder email. From my perspective, there was poor communication throughout, and I genuinely feel that customers can easily end up missing services they have paid for due to a lack of clear information. The spa itself was also disappointing and not what I expected. The two jacuzzis were extremely small and uncomfortable to use unless you already knew the people sitting in them. Realistically, they only fit around four people, making the experience feel crowded rather than relaxing. Personally, I would not return to use these facilities again. The dinner was another disappointment. Considering that the package had already been fully paid for, I was surprised to find out that only £33 per person had been allocated towards the meal. For a package costing £420, I found this poor value. Unless we paid extra ourselves, the allowance was simply not enough, and I genuinely went to bed feeling hungry. To make matters worse, the room was cold overnight. I increased the temperature, but it made no difference. Thankfully the weather happened to be warm, otherwise the room would have been very uncomfortable. What makes this even more upsetting is that my husband and I have been together for 22 years, and this was only our second night away without our children. We were genuinely excited and looking forward to spending some quality time together and creating a special memory. Instead, what should have been a relaxing and enjoyable experience turned into a complete disappointment.

service for dinner was far to slow,as it was a bank holiday weekend there was a sign saying as we are busy for a quieter breakfast come before 9am.we went for breakfast at 8.15 and it was full.they should not have maid that sign which caused the problem,as everybody went for breakfast before 9am not breakfast served till 10am

Location

Toilet had dried urine stains over when checked in room needed maintenance especially balcony

Great gym and spa etc

Staff not attentive in the restaurant. The public spaces are not cleaned enough and dirty plates and bottles left for too long.

Everything about the stay was brilliant . The room was clean the staff were brilliant, warm and freindly.food was amazing. Would definitely visit again

Lovely modern hotel set in well kept grounds with golf course. Bright clean room , excellent shower /bathroom. Could not get aircon to work which would have been wonderful given it was a very hot BH week-end. Window could not be opened more than approx 4''. Appreciate this is a safety feature. Respectfully suggest a simple , succinct instruction card on how to work the aircon. I am not usually stumped by aircon but gave up on this occasion.