Rockliffe Hall

Had breakfast at be club house on Saturday, the food was great and there was flexibility when I asked for changes to be made to the standard order. Helen and the team looked after us, worth a visit if you haven’t visited.

We usually visit Seaham Hall, but thought we would try Rockcliffe Hall for a change. We were very disappointed with this decision. The room we stayed in was spacious and comfortable, however certain aspects were not cleaned thoroughly enough - such as fluff and dust on the dressing table and dust on the desk. Unlike Seaham Hall, there were no complimentary items left other than a bottle of water. Crisps from the minibar are £8.50 which is just ridiculous. We weren't shown around the spa and were just pointed in the direction of it, given that this was our first time visiting, it would have been nice to have been shown around. Upon entering the spa, we approached two free loungers, to find that there was someone else's apple core and rubbish left on the side table. No staff members walked around the pool area, so we disposed of this ourselves after 15 minutes. My husband found the water dispenser was empty so approached the bar, where he found a group of staff members chatting. When he informed a member of staff about the empty water dispenser, this staff member tutted rudely before walking off. We had an evening meal - which is served in the clubhouse, a few minutes drive from the hotel itself. My starter was the cheese souffle - the sauce had split so it was lumpy as a result (see photo). It should never have left the kitchen. I mentioned the split sauce to the waiter who asked if we enjoyed our starters, and didn't get so much as an apology for this. For my main course, I ordered the ribeye steak medium-rare. It was served to me medium. If you're paying £48 for a steak (without sides which are charged extra), you expect it to be cooked properly. The steak itself was mediocre. A very unsatisfactory, expensive meal. Upon checking out the following morning, the receptionist showed my husband our invoice for £217 (which was correct for our 2 course dinner, bottle of wine and two beers). He was told this would be charged to the card details he had provided at check in. It was only once we had left, that he discovered £748 had been deducted from his account. I will also add that the additional £531 was deducted in another three transactions of differing amounts, which looks very suspicious. He immediately contacted Rockcliffe Hall and was told very flippantly he would have to wait for the accounts manager to contact him on Monday. No apology was given for this £531 overpayment! He has since spoken to the account manager and been told that this will be reimbursed within 5 working days - this is appalling and only added to our incredibly disappointing experience of Rockcliffe Hall. We absolutely did not have a 5* experience and feel very let down by Rockcliffe Hall.

We had a fabulous girls overnight stay. Even though the hotel is going through major renovations, you would never know. Everything was perfect. Spa used to be better, that’s definitely lost its edge. It used to be the best in the region but fountains and coloured lights have not been maintained so this impacted on the sensory experience. It is spotless and we still had a lovely time.

Everything great about this place and food is superb,breakfast choice is fantastic and best porridge ever

Great spa hotel with exceptional service, stayed for 2 nights at the end of January. I would rate as a 4.5/5 as I think the current dining options are behind the quality of the rest of the hotel - hopefully being rectified through the current renovation! The room was beautiful, enjoyed having a proper dressing table and turndown service. The spa was lovely, well equipped and wasn’t too busy during our stay, we really enjoyed the hydrotherapy pool. We paid for the Spa Garden which was also nice - only criticism here is service on getting drinks could be improved. In general the service throughout the hotel and in The Clubhouse was exceptional, there is also a shuttle from reception to The Clubhouse which is a nice touch. We had one complaint during our stay which was rectified promptly and professionally by Amy at reception. The pillows were also too soft for us so we asked at reception and they put firmer ones in the room for us whilst we were at dinner - great service! The food at The Clubhouse and Cafe Terra was of a high standard but just quite limited options so we did dine out locally on the second night of our stay. We’d love to return once the renovations are complete and the additional dining options opened. Thank you for a lovely stay :)

Our 1st visit to the Rockcliffe and it was amazing! From the moment we walked in to the moment we left was perfect. The concierge and reception staff gave us a warm greeting and check in was really straightforward. Our room was amazing with everything we needed for a perfect stay. The spa was beautiful so serene and relaxing! The wave spa garden was sheer bliss....sipping prosecco in an outdoor thermal pool in february!!! We ate in the clubhouse restaurant and again everything was perfection!! Every single member of staff made sure we were looked after and nothing was a problem to them. Thank you so much for a 1st class experience!!

From the minute you arrive to the minute you leave everything is luxury. The hotel service and facilities are exceptional. The spa facilities are clean and plentiful and the rooms are beautiful. 5 star luxury beds that I slept like a baby in. So relaxing!

All staff lovely, helpful and go that extra mile. Rooms and general facilities are excellent. We felt welcomed and special. Food gorgeous....breakfast offerings had both quality and quantity. Staff in the bar lovely and friendly and easy to talk to.Whole experience wonderful...but short- lived! Highly recommend!

The sides didn’t arrive with our mains so we had to wait for over five minutes and then when they arrived, the main mail was cold. The service after breakfast was poor beans arrived called and when I sent them back the second portion was Luke warm.. it was our anniversary and we were deeply disappointed as we have been many times to Rockcliffe but it totally ruined our stay unfortunately.

Would have given 3 1/2 based on the lovely bar staff Took a while to write as was considering what to say. Went for overnight Gala New Year Eve stay. Have visited several years ago so had high expectations. The positives - lovely friendly reception staff and check in. Appreciation for free drink in Alpen Bar which was ok. Room was lovely and bed was comfortable. Bit mean on toiletries one travel size shower gel for the shower and bath for 2 people. Room service coffee fast and friendly. Turn down service very good no complaints. Now for the negatives. Every time I’ve been to a spa you are welcomed and shown around not told sit over there and fill the form in. No one came to take it from me or show me to the changing area I just felt I had interrupted their conversation! Treatment was nice enough and therapist was nice but mood already set sadly and we both laughed when she suggested I needed an oil for stress relief. I try to visit a spa monthly so I know exactly what to expect in service and treatment. Gala dinner stated well loved the champagne reception except the advertised canapés appeared to be the starter and served at the table. Very disappointing. Soup was ok fish was a pice of cod swimming in a sauce with texture of soup and main course was beyond disappointing. It was a catered event but the numbers were not large enough to excuse the underwhelming main with no sides. Desert was ok. Petit Fours but no coffee so ordered one which took 20 mins to arrive and was cold! Band was good then a fire broke out! It wasn’t the fault of the hotel that’s accepted but how you deal with the fall out is how you are judged. Evacuation was quick. Stood in freezing car park until moved to club house where given a free glass of champagne not even a drink ! Back to hotel which understandably smelt of smoke. Fireworks were good but that was it really the evening was over such a disappointment never got to dance and the charcuterie and cheeses were disappointing after stood in cold a nice warm snack would have been in order. Order lovely hot chocolate but again had to pay!The champagne at midnight or later as had to be , was always included in package. So in effect for a ruined evening all we had was one glass of champagne. What really horrified us was in check out no mention was made of the evening until we brought it up and they said that was unfortunate and smiled!!! No apologies for a ruined evening no gesture of goodwill. We paid way over £1000 after drinks etc. wasn’t worth half that amount. Won’t be recommending unfortunately 😢 as an aside I had an upset stomach over night and the only thing I had hubby didn’t was the Baileys in club house bar whilst waiting to return to hotel and my concern is it had been opened a long time as they had to search around to find some 😢