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Reviews of Montigo Resorts, Somerset

4 out of 5
Montigo Resorts, Somerset
near Glastonbury, Shepton Mallet, England

Reviews

8.6

Excellent

Rating 10 - Excellent. 152 out of 290 reviews" "
Rating 8 - Good. 80 out of 290 reviews" "
Rating 6 - Okay. 30 out of 290 reviews" "
Rating 4 - Poor. 22 out of 290 reviews" "
Rating 2 - Terrible. 6 out of 290 reviews" "

8.8/10

Cleanliness

8.8/10

Staff & service

8.2/10

Amenities

8.2/10

Property conditions & facilities

7.0/10

Eco-friendliness

Reviews

8/10 Good

Kieran

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Bit of a mixed bag. Our room was upgraded on arrival, which was a good start, but then told that anyone who doesn't book directly from their website has to pay £15 per person per day to use the spa. I guess this is their way of making back the price difference. Room was great. Dinner wasn't enjoyable, I would suggest avoiding the restaurant other than for breakfast. Food wasn't up to scratch, white wine brought out warm after a long wait, and surly service from one particular member of staff. Breakfast was generally good however. My partner (who has trained in massage) had a deep tissue massage in the spa, which was not to a good standard. The spa is called an 'Asian Spa' but a Thai massage is an extra £50 (£110 for standard 1 hour treatment / £160 for Thai). Also bear in mind the
Stayed 2 nights in Mar 2024

4/10 Poor

Aleksandra

Disliked: Property conditions & facilities
Not as glamorous as it seems
Unfortunately not as pleasant as it seems. We have been given a damp room to stay at and Hotel has refused a refund. I do belive that hotel management is aware of the dampness and mould however they are aiming to hide it behind curtains. Not as glamorous as it seems. Which is a shame as a place and staff seems very nice but we certainly won't be coming back soon.
Stayed 1 night in Dec 2023

10/10 Excellent

Caroline

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

4/10 Poor

Richard

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Carpet dirty with stains, ceilings had water stains and shower kept going cold then hot. Best thing was breakfast in the morning. I was placed in building outside and next to a baby who was 6 months old and cried all night my mum gave me as a present and what a disaster. Will not recommend to anyone.
Stayed 1 night in Dec 2023

10/10 Excellent

David

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were exceptional Everyone engaged and extremely friendly Nothing was too much trouble
Stayed 2 nights in Nov 2023

8/10 Good

Christopher

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
What a beautiful hotel and exceptionally friendly staff who were always so helpful Although we had a beautiful room it was fairly cold in there when we arrived, I mentioned this to staff who came to investigate and said they would see what they could do and pop back, a while later the radiator did start to warm up but was never piping hot, however it di take the chill off the room. Bed was super comfy Breakfast was one of the nicest I've had and Megan was very attentive Other than the room being a little cold to start with I fell in love with this place and if I'm ever in the area again I will certainly consider this hotel.
Stayed 1 night in Nov 2023

2/10 Terrible

mark

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We end up not staying in this hotel. there was toe nail in bed, curtains not working and really too short for the window and the room was so small you couldn't walk around the bed. Try to get refund so we called the hotel number of times but we never get call back. Absolutely terrible and really disappointing.
Stayed 1 night in Oct 2023

10/10 Excellent

christopher

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Mid week stop
Great visit , restaurant menu needs frequent change.
Stayed 2 nights in Nov 2023

10/10 Excellent

Lee

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2023

10/10 Excellent

Elaine

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Beautiful autumn weekend away
We had a lovely couple of days here with family. The staff are without exception fantastic- really helpful and welcoming. Can’t praise them highly enough. The building is lovely, with nicely decorated public rooms. We had a deluxe double and our adult children had standard doubles. Rooms were comfortable. Breakfast had a good choice and was included. We can’t comment on other meals as we didn’t eat there at lunchtime or in the evening. We enjoyed the spa, which was almost deserted on the Sunday late afternoon. Lovely experience overall and wouldn’t hesitate to return.
Stayed 1 night in Oct 2023

6/10 Okay

Jon

Business traveler, Traveled with partner
Liked: Cleanliness
The room had no heating in there And the room was very dated
Stayed 1 night in Oct 2023

10/10 Excellent

Justin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great stay. Friendly staff and made us feel great. Room was lovely and relaxing. All in all much needed and nothing to complain about.
Stayed 1 night in Oct 2023

4/10 Poor

Robert

Stayed 1 night in Oct 2023

4/10 Poor

Jan

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 1 night in Sep 2023
Response from Caitlin F on Sep 21, 2023
Thank you for taking the time to leave feedback.

4/10 Poor

ashley

Liked: Room comfort
Disliked: Staff & service
Could be great
Bit bizarre ! Beautiful building and setting but some odd policies . Surprising that for a room over £200 per night and £75 a head dinner you pay extra for coffee.at breakfast . Not made clear so all a bit embarrassing to have a rather public discussion over your toast, seemed other tables similarly baffled and stony faced on leaving the table. Also came down at 9.45 for breakfast , told it was served until 11 . waitress then said we would have to pay ( we were bed and breakfast )as the chef had packed up breakfast things . apparently they had us down for 7am , although we were never asked. When we mentioned that she said that couldnt be true.and started arguing with us . Eventually front desk intervened and we got our breakfast with complimentary coffee ! All a bit Fawlty Towers . Could be really good under the new ownership but clearly the staff are under very strict orders on money matters which conflicts with an upmarket hotel , eg we forgot some sunglasses , they kindly said they would send them as long as we paid £3 postage . Aaron front desk was exceptional, as were some others so could be great but new owners need to see how other quality hotels treat guests and train and adapt policies accordingly
Stayed 1 night in Aug 2023
Response from Caitlin - Hotel Manager on Aug 26, 2023
Thank you for taking the time to leave feedback, we take all feedback forward and use it to help train and develop our teams.

4/10 Poor

Andy

Traveled with partner
Disliked: Staff & service
Check in was laborious and we were forced to book a dining time even though the hotel was empty. We weren’t allowed access to the spa as we had bought through expedia, this was reiterated over and over again Room was a good size but lacking a working fridge or anything special, bathroom was nice. Breakfast was good. Overall it reminded us of Faulty towers and could have been so much better
Stayed 1 night in Aug 2023
Response from Caitlin | Manager on Aug 18, 2023
All our Hotel rooms are equipped with a fridge, tea making facilities, and complimentary water. Thank you for your feedback, we will work with our reception team about a more efficient system.

10/10 Excellent

Andrew

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jul 2023
Response from Caitlin | Manager on Aug 18, 2023
Thank you for such a lovely review

2/10 Terrible

Lynne

Stayed 1 night in Jul 2023
Response from Caitlin - Assistant Hotel Manager on Jul 16, 2023
Hi Lynne, Thank you for leaving feedback, It would be great to hear from you directly about the issues of your stay - can you contact us through the portal?

10/10 Excellent

Rachel

Stayed 1 night in May 2023
Response from Caitlin - Assistant Hotel Manager on Jun 7, 2023
Thank you for such a lovely review. Dont forget to let us know when you rebook so we can ensure you have another fantastic time

6/10 Okay

Verified traveler

Liked: Cleanliness
Disliked: Property conditions & facilities
Rooms around the spa will be noisy.
When booking with tesco clubcard you can't use the spa unless you pay extra on arrival. We were in room 20 and the music from the spa was on from 8am to 9pm and could clearly be heard in our room. We asked if it could be turned on at 9 when the spa opened but it still came on at 8. The outside spa area was right outside our room so you can hear everything they were all saying over the noise of the hot tub. The food was really good and the hotel was clean.
Stayed 2 nights in May 2023
Response from Caitlin - Assistant Hotel Manager on May 20, 2023
Thank you for your feedback. Room 20, 21 and 22 all boast access to our spa facilities from their private patio space. You can add spa access on to your reservation for 15.00 per person which runs from for 24 hours - 1pm to 1pm. As a grade 2 listed building, all our rooms are unique, so we encourage guest to get in touch to talk about what it is they want so we can ensure you have the perfect break away.

8/10 Good

Tina

Traveled with partner
Liked: Cleanliness, staff & service, amenities
The property is characterful and attractive. We only stayed one night and would have liked to stay longer. Staff were friendly and kind. We were upgraded and the room and en suite facilities were lovely and befitting a grade II listed building. Only downside was the weather was a little inclement and we struggled to get our room warm.
Stayed 1 night in Apr 2023
Response from Caitlin | Assistant Hotel Manager on Apr 26, 2023
Thank you for your kind review, we look forward to welcoming you back soon!

10/10 Excellent

Nathalie

Stayed 1 night in Apr 2023
Response from Caitlin | Assistant Hotel Manager on Apr 11, 2023
Thank you so much for your high rating

8/10 Good

Wendy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Pleasant hotel with friendly & helpful staff
We enjoyed our stay at Charlton House Spa Hotel. Friendly & helpful staff. Comfortable room & excellent breakfast. We didn’t use the Spa, but loved the Elemis toiletries. Unfortunately we had difficulty getting the shower to right temperature and it was awkward to get in & out of.
Stayed 2 nights in Mar 2023
Response from Caitlin | Assistant Hotel Manager on Mar 30, 2023
Thank you for such wonderful feedback.

8/10 Good

Hannah

Business traveler
Liked: Staff & service, property conditions & facilities
Very warm welcome and helpful staff.
Stayed 1 night in Mar 2023
Response from Caitlin | Assistant Hotel Manager on Mar 30, 2023
Thank you for your wonderful feedback, we are very proud of the professionalism and friendliness of our teams.

6/10 Okay

Stephen

Traveled with family
Liked: Cleanliness
Disliked: Staff & service, amenities
Comfortable and spacious room with lovely outlook. Public areas clean and airy. Food OK but less choice than the sample menus. Service and staff attitude somewhat inconsistent, not helped by major falling out over lack of free access to swimming pool and spa area, which we were told was not part of our package.
Stayed 2 nights in Feb 2023
Response from Caitlin | Assistant Hotel Manager on Mar 30, 2023
Thank you for your feedback. Spa access fees' are stated on all our third party sites, I'm sorry if the site used did not make this clear before your booking stage. Its lovely to hear you enjoyed the spaces we have on site. We are working tirelessly to produce a new menu for Spring, so please check back in with us soon!

6/10 Okay

david

Disliked: Property conditions & facilities, room comfort
Stayed 1 night in Feb 2023
Response from Caitlin | Assistant Hotel Manager on Apr 4, 2023
Thank you for taking the time to leave us feedback from your stay.

8/10 Good

Hugh

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2022
Response from Caitlin - Assistant Hotel Manager - Rooms on Jan 19, 2023
Thank you for taking the time to leave us a rating.

2/10 Terrible

Karl

Stayed 1 night in Dec 2022

10/10 Excellent

Jayne

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
In a nutshell
Lovely room … gorgeous food, delicious wine, great spa !
Stayed 1 night in Oct 2022
Response from Caitlin on Oct 15, 2022
Thank you for such lovely feedback. Dont hesitate to get in touch if you choose to come back, so we can make sure it's extra special.

8/10 Good

Colin

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Charlton House
Very nice old building with some history attached and still featuring some original architectural fittings - has a nice spa but rather small swimming pool , Good gym facilities all provided by Bannatyne. Breakfast was good , Set in its own grounds with lots of open spaces -but very conventient location on Frome road just outside Shepton Mallet ,
Stayed 2 nights in Aug 2022
Response from Guest Services Manager on Aug 25, 2022
Thank you for leaving a review. Our building is Grade 2 listed, one of the oldest in the area!

6/10 Okay

Ash

Stayed 1 night in Aug 2022
Response from Caitlin - FOH Manager on Aug 4, 2022
Thank you for taking the time to leave us a review. Please can you elaborate on what your issues were?

10/10 Excellent

Shaline

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The rooms are spacious and the beds very comfy. We loved having an outside terrace to relax in during the day.
Stayed 2 nights in Jul 2022
Response from Caitlin Foxgold on Aug 2, 2022
Thank you for your lovely feedback, hopefully we can welcome you back in the future!

10/10 Excellent

Gordon

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2022
Response from Guest services Manager on Jul 30, 2022
Thank you for your great rating! Hopefully we can welcome you back soon.

8/10 Good

Marie

Stayed 1 night in May 2022
Response from Caitlin Front of house Manager on Jun 13, 2022
Thank you for leaving us a rating, hopefully we will get to welcome you back soon.

10/10 Excellent

Andrew

Stayed 1 night in May 2022
Response from Caitlin Front of house Manager on Jun 13, 2022
Thank you for leaving us a rating, hopefully we will get to welcome you back again

6/10 Okay

Verified traveler

Business traveler
Liked: Cleanliness, room comfort
Not bad. Could be improved.
Booked via hotels.com, got a confirmation email from Charlton House with welcome information and comments for third party booking could not use the spa/gym for free. Later on arrival i asked and was told hotels.com could use it, but was too late as i didnt have any gear with me. Was in one of the side buildings downstairs, carpet wasn't overally clean, wasn't particaly cold but insulation was bad around doors and windows, and had no phone signal. Wifi was a sign up account with the cloud, which was annoying and when I tried the page wouldnt load anyway. Bathroom wasn't bad but shower could be improved. Also only one shower tap for both water pressure and temperature which are not great. Cooked breakfast was good quailty but limited choice. Continenital choice was minimal. Found several dirty dishes and culterly which I highlighted to staff.
Stayed 3 nights in May 2022
Response from Caitlin Front of house Manager on Jun 13, 2022
Hi, Thank you for leaving feedback. All third party bookings do require a surcharge fee for spa access, including hotels.com, so I can only apologise for the confusion from the front of house team. Being a grade 2 listed building we are restricted on the alterations we can make to the hotel, but I have passed your feedback on to the maintenance team to see if we can improve this longterm.

4/10 Poor

Verified traveler

Disliked: Staff & service, property conditions & facilities, room comfort
Avoid
The property has a lot of potential, but we will not stay there again. A quick points: -ve's 1. Horribly dated decor 2. Property is not looked after- things are falling apart in the room we stayed e.g. bathroom flooring, sanitary ware 3. Bad attitude of the girl who checked us in. Asked we need to pay £15 to use the spa when on their website it clearly says £10. After we showed it to her she changed her tone! 4. The service in the restaurant is hit & miss- we waited 30 mins to get a glass of wine.... no at the entrance to welcome guests for dinner. When we went in, we are asked to wait outside!!! +ve 1. We had dinner which was good and the breakfast is good too (made to order hot) The hotel needs Alex Polizzi's help! I will not stay again or recommend this to anyone
Stayed 1 night in May 2022
Response from Caitlin Front of House Manager on May 9, 2022
Thank you for your feedback.

10/10 Excellent

Bryn

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great Spa Hotel
Really nice hotel, beautiful building and excellent facilities, staff were friendly and helpful, cooked breakfast was delicious, didn't eat there in the evening as the menu didn't appeal to us, really happy and will return in the future
Stayed 1 night in Apr 2022
Response from Caitlin Foxgold on Apr 18, 2022
Thank you for taking the time to leave us such lovely feedback. We look forward to welcoming you back soon

6/10 Okay

Sarah

Traveled with group
Disliked: Staff & service, property conditions & facilities
Stayed 1 night in Apr 2022
Response from Caitlin on May 2, 2022
Thank you for your feedback

10/10 Excellent

Terry

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff made the whole stay lovely, always happy to help and very friendly. It’s a beautiful hotel, but without a good team looking after you, it’s only a building.
Stayed 2 nights in Apr 2022
Response from Caitlin Foxgold - Front of House Manager on Apr 12, 2022
Thank you for taking the time to leave such a lovely review. We're proud of the work our teams put in everyday, so it's wonderful to hear it comes across to those staying with us. Hopefully we'll get to welcome you back again soon.

8/10 Good

Nigel

Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Room comfort
Good, but…..
Facilities generally excellent. Staff all friendly and helpful. Food excellent. My one beef was with the bed. It was too soft and the duvet and pillows were too heavy - no choice available in the room.
Stayed 2 nights in Mar 2022
Response from Caitlin Foxgold Front of House Manager on Mar 29, 2022
Thank you for taking the time to review Charlton House Hotel, your feedback will be passed onto our teams. We hope to welcome you back soon.

10/10 Excellent

Chris

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Feb 2022

2/10 Terrible

Paul

Disliked: Cleanliness, staff & service, property conditions & facilities
Don't waste your money
The hotel USP is shabby chic. However it has deteriorated to plain shabby. Place is dirty. There is no attention to detail. Reception staff say all the right things but do not follow up. No hair dryer in room. Reception says they will follow up. They did not. Night porter eventually came to the rescue. On arrival bedroom toilet seat was very sticky and had something on it. Two calls to reception produced no response. It took a a personal visit to reception on way to dinner to get some action. Room safe was not working. After four days of inaction we left. In the spa area itself, all the copper handrails were coated in slimy verdigris and obviously had not been cleaned in a very long time. In the main spa pool 60% of the water jets were not working. In the hot tub the water jets were not working. It was just a hot bath. The Lauconium did not work at all. The place looks generally unkempt. The first night in the restaurant the food was excellent on our second visit we were told the soup was a tomato based concoction. It was not it was mushroom.My starter looked delicious but was totally without taste. It had no seasoning. We did complain. My main course was cold and again the sauce was tasteless. I mean it tasted of nothing. The general hotel staff were excellent but the place obviously lacks leadership and investment. The hotel it would appear is up for sale so it may explain a lot of things. However when you pay premium prices you expect a premium service.
Stayed 4 nights in Feb 2022

6/10 Okay

Susan

Traveled with partner
Liked: Cleanliness, staff & service
The staff were uniformly excellent. The restaurant produced lovely food but it was exorbitant. Internet was diabolical. The worst in any hotel I have stayed in.
Stayed 3 nights in Jan 2022
Response from Caitlin Foxgold - Front of House manager on Mar 19, 2022
Thank you for your feedback, we're very proud of the high service our team offer everyday. We're currently looking into a new wifi system that will be more suited to our Grade II listed building, watch this space.

10/10 Excellent

Amy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great hidden Gem
wonderful time away very relaxing and clean. Food was delicious.
Stayed 1 night in Jan 2022
Response from Caitlin Foxgold - Front of House manager on Mar 19, 2022
Thank you for your wonderful feedback! We look forward to welcoming you again.

10/10 Excellent

Sandy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
We had the best relaxing time ever . Everyone was so helpful . Our room was amazing and so was the food
Stayed 1 night in Jan 2022

4/10 Poor

Sukhpal

Traveled with family
Liked: Cleanliness
Disliked: Room comfort
Quaint but not in this time
We booked this hotel for its leisure facilities and an advertised pool. Pool is not present for swimming. We booked 2 rooms but were only given one on the first night, until the rest of our party arrived the following day, still charged for the room. Bed, floor and doors creek, the room was small and bathroom basic
Stayed 2 nights in Jan 2022

8/10 Good

Samantha

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2021

6/10 Okay

David

Traveled with partner
Liked: Cleanliness, staff & service
Our stay was fine, we were staying for family reasons and therefore did not use the spa so are unable to comment on it. We chose Charlton House because of the restaurant’s reputation however it didn’t live up to expectations.
Stayed 1 night in Nov 2021
Response from Suzanne Gatrell on Nov 25, 2021
Thank you for staying with us. We apologize that you felt that the restaurant was not up to par. We have recently made some positive changes to the menu with more selection and attention to service. Kind regards Suzanne Gatrell General Manager

8/10 Good

Jill

Liked: Staff & service, room comfort
Hotel was abit tired. The cleaning was abit hit and miss. Waited a while for our breakfast.
Stayed 1 night in Nov 2021
Response from Suzanne Gatrell on Nov 25, 2021
Thank you for staying with us. We are working with the team on training and standards throughout all areas of the hotel. Ongoing upgrading and maintenance issues are being addressed. We look forward to welcoming you back again very soon Kind regards Suzanne Gatrell General Manager