⭐ **1 Star – Extremely Disappointing Experience After Spending Over £3,000** We arranged a spa getaway for **7 adults**, costing **over £3,000**, which included an overnight stay, spa access for the second day, dinner on the first day, and meals on the second day, along with treatments, **plus four additional evening meal guests**. We also incurred an extra charge for the **private dining room** for our evening meal, which was clearly stated in correspondence and **confirmed in writing by the company**. Furthermore, we confirmed that **all other meals (breakfast and lunch on day two) were to be in the main restaurant**. Check-in went smoothly. Despite a crowded parking lot, we found a space, check-in was efficient, and we enjoyed the sparkling wine provided for overnight guests. However, the experience quickly deteriorated. To my shock, we were taken to the **Meynell Suite** instead of the **private dining room**. For context, the private room accommodates **up to 12 guests** and is intimate, with **one long table**—ideal for a celebration. The Meynell Suite, on the other hand, accommodates around **40 guests** and had **two separate round tables** set up for our group of 11. This completely ruined the atmosphere we had envisioned and paid for. I immediately brought this up at reception. I was informed that **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 it had been assumed we wanted two tables. This is illogical, as the private room (which we explicitly booked and had confirmed by email) can only accommodate **one long table**. We were left awkwardly standing in this large, impersonal room waiting for service. From that point, things only worsened: * **45 minutes** to receive a Kir Royale
* **Over an hour** for a half pint of beer
* **20 minutes** for our cake box to be returned
* Desserts arrived **without cutlery**, followed by another **5–10 minute wait** for spoons Staff repeatedly claimed they were “very busy” and would “chase the drinks,” yet nothing improved. This level of service is unacceptable, especially considering the amount paid upfront. To make matters worse, upon arrival, we explained that my grandmother had fallen ill 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 promotes itself as a luxury destination, this experience fell drastically short. Poor communication, incorrect room allocation despite written confirmation, painfully slow service, and a complete lack of accountability or resolution ruined what should have been a special celebration. We will not be returning, and I would not recommend the company 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.
