Charlton House

Update 26th June: I have since emailed the hotel again at which point they declared because I uploaded a bad review they will not offer any compensation for the stay we had. I now see many other guests have had issues with the hotel in recent times, it’s a shame that they are unwilling to compensate guests for issues that could so easily be avoided and affect the whole quality of a stay. I have given them some time to respond to my response asking if they wanted me to take my review down, but no response. Shocking customer service. Some honest feedback about a few issues we encountered on our stay that left us feeling slightly let down, especially given the premium price for a spa hotel. There were several aspects that felt more like lapses in quality and cleanliness rather than character: - The fridge in our room was not working. - The room had visible cobwebs, unclean sealant around the toilet, and an unclean sink. - There was not enough parking when we arrived and my partner had to ask staff where to park. A nice girl moved her car for us. - There were stains in the bathtub and down the bathroom walls, which was quite off-putting. - A screw was found on the floor in the pool area (the far right corner as you stand inside looking to the outside) – something that could have caused injury and we’re pleased to have noticed. - There appeared to be a wasps' nest near the hot tub, and several wasps had fallen into the pool while we were using it. I emailed the hotel with the details of these issues and their response was lacking any real response, merely telling me that my feedback had been recorded and they are “addressing the concerns (I) raised”

Need a relaxing retreat? Or the perfect get away? Look no further! This place has everything you need, 5* food! 5* service and 5* facilities. The spa is sensational, the food some of the best in the area, and the friendly and local service incredibly valuable! Thank you for having us! A special shout out to Lloyd who accommodated us so well and told us all about the future of the hotel, and the friendly service from everyone like Tobias who made us feel special from the very beginning!

Really enjoyed the stay. The hotel is absolutely beautiful, set in the sleepy town of Shepton Mallet, lots of lovely places to get a coffee near by: the room we stayed in was beautiful. Special shout out to Lloyd, really took care of myself and my partner and ensured that we had a great stay. Food was great quality. Lots of different events on each week that you have to hook up before arrival.

This hotel is in need of thorough renovation. The property is beyond tired and worn out. The otherwise great location and garden at the back of the house are lost with the very dated and somewhat getting the feeling of falling apart accommodation. I don’t think it’s fair to say that’s ok because the price is low. On the positive note it’s very quiet during the night, the towels were nice and fluffy and they do have Elemis bath products. I do hope whoever owns this place gets a renovation program done so that guests can enjoy it and the staff that works there can continue having a job as otherwise I can’t see how it can go on for too long.

I booked this hotel for a party of 9 to celebrate my mother's 90th birthday and chose it for its proximity to The Newt which we planned to visit the following day. - On arrival I was struck and disappointed by how tired the property was and this was sadly reflected upon entering. - Check in was beyond laborious and I was surprised that it was necessary to obtain a signature from each of the 9 guests - usually one from the person in whose name the booking was made is sufficient. - Rooms felt sumptuous however ours was very dusty and tired. - I liked being able to access the pool directly from the room but it did mean we had to suffer the pool cleaning noise at 7.30! - The little courtyard off the bedroom was charming too but not so the large weeds! - Lunch on arrival was a very tedious experience and resulted in me not having any at all as everyone else had finished and still no salad in sight! - I made our booking 7 months ago and yet it was left until 16.00 that afternoon to be asked if we could pre-order our meal as there was wedding taking place there that day. I doubt this would have been a surprise to them and can't see why they couldn't have asked us to do this at least a few days in advance. As it was we were given one hour which meant that the one hour we'd hoped to use to finally relax was spent running from room to room with menus and trying to contact the two extra guests who were joining us. - A complimentary bottle of prosecco had been offered during our booking process but the bar staff had no record of this. It did eventually appear but not before causing some awkwardness. - I ordered the mushroom risotto which was cold and tasteless an experience shared by another member of our party. I didn't mention it as by then I feared never seeing my food again! - I had asked a few days ahead of our arrival if my mother's pudding might be presented with a candle. I was told 'yes of course' and assured that this would be arranged. When the puddings came out I mentioned it to the waiter to ensure it happened and was told that it was all in hand. It didn't happen and is something that remains a huge disappointment. (She told us later that during dinner she'd hoped that this might happen and, feeling bad, we decided to arrange a second celebratory dinner at home in order for the candle experience to happen!) - Breakfast the following day was as slow as all other meals to the point where members of our party, tired of waiting, were cancelling their orders . - And a small point but do they really need to leave the ugly yellow 'caution' cones in the entrance lobby 5 hours after its been mopped?! - Two positives: my mother enjoyed her massage and the my son enjoyed the steam room and pool