⭐ **1 Star – Deeply Disappointing Experience After Spending Over £3,000**We booked a spa break at Hoar Cross Hall for **7 adults**, costing **over £3,000**, which included an overnight stay, spa access on day two, dinner on day one, breakfast and lunch on day two, treatments, **plus four additional evening meal guests**. We also paid an additional charge specifically for **room hire of the Chapel** (private dining room) for our evening meal, which was clearly stated in emails and **confirmed in writing by Hoar Cross Hall**. We also confirmed that **all other meals (breakfast and lunch on day two) were to be in the Ballroom** (the hotel restaurant).Check-in initially went well. Despite a very busy car park, we found a space, check-in was smooth, and we helped ourselves to the sparkling wine provided for overnight guests.Unfortunately, the experience quickly unravelled.Imagine my surprise when we were taken not to the **Chapel**, but to the **Meynell Suite** instead. For context, the Chapel caters for **up to 12 guests** and is intimate, with **one long table**—perfect for a celebration. The Meynell Suite, however, caters for around **40 guests** and had **two separate round tables** set up for our group of 11. This completely destroyed the atmosphere we had carefully planned and paid for.I immediately raised this at reception. I was told **nothing could be done**, that there were “no long tables available,” and that the setup was supposedly what *we* had requested. I was then told it was our responsibility as customers to specify not only the room (which we absolutely did) but also the table layout—and that the assumption had been made that we wanted two tables. This makes no sense, as the Chapel (the room we explicitly booked and had confirmed by email) can only accommodate **one long table**.We were left standing awkwardly in this large, impersonal room waiting for service. From there, things only got worse:* **45 minutes** to receive a Kir Royale* **Over an hour** for a half pint of Peroni* **20 minutes** for our cake box to be returned* Desserts arrived **with no cutlery**, followed by another **5–10 minute wait** for spoonsStaff repeatedly told us they were “very busy” and would “chase the drinks,” yet nothing improved. This level of service is unacceptable, particularly given the amount paid upfront.To add insult to injury, on arrival we explained that my grandmother had become unwell and would not be attending the evening meal. We were told to inform staff at dinner, which we did—only to be told they **could not remove her charge**, as the sales team would not be in until Monday. We were instructed to **pay the bill in full** and then dispute it later. Again, unacceptable.For a venue that markets itself as a luxury destination, this experience fell far short. Poor communication, incorrect room allocation despite written confirmation, painfully slow service, and a complete lack of ownership or resolution ruined what should have been a special celebration.We will not be returning, and I would not recommend Hoar Cross Hall based on this experience.
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Hoar Cross Hall Spa Hotel is a Grade II listed stately home retreat in Staffordshire that pairs period style with modern luxury and attentive service.
