Name: Montigo Resorts Somerset
Address: Charlton Road, Shepton Mallet, BA4 4PR, GB

6/10

Pleasant

19 Jul 2026

Russell

We stayed at the Montigo Resort hotel as we were going to the Rock and Ribs festival. The hotel is about 5-10 minutes away from the festival by car. The hotel itself has a nice setting and does have a nice relaxed feel. Our room was fine and the bed comfortable. We did feel the room looked a little tired, especially the bathroom. The bath felt like you were going to fall through it and the shower was in the slope of the roof so you couldn’t stand up in it properly. Other than that it was a nice stay. The spa was nice and felt relaxing. When we got to the hotel we did ask if we could check in a little earlier thank 3pm but we had to pay an extra £20 for the privilege. I’ve never been to a hotel and had to pay extra for an earlier check in. It was odd so just be aware of that if you do stay there. You also need to pay £50 when you check in which gets refunded once you check out.

Partner

6/10

Pleasant

23 Jun 2026

Peter

Property was looking tires and needs investment

10/10

Exceptional

16 May 2026

Anna

Beautiful hotel. Lovely rooms. Food is delicious . Best of all was the lady hotel manager who sorted an early breakfast for us and upgraded our room.

Family_with_children

8/10

Excellent

08 May 2026

Anna

It’s a really beautiful place in a beautiful location. The rooms were old worlde and the food was delicious but we need an early breakfast ( it was included in our option) and not offering breakfast before 8 am at weekends is no good as we’re early risers so we were disappointed

Friends_and_family Family

10/10

Exceptional

24 Apr 2026

Winston

Great staff and amenities

Self

10/10

Exceptional

21 Apr 2026

Winston

Great venue and ultra friendly staff, especially Peter and Yeye

10/10

Exceptional

08 Apr 2026

Janice

Beautiful and relaxing stay at Montigo Resorts over Easter. The staff were friendly and helpful, the property and the grounds are beautiful. The spa was really special, not busy and a real treat. Breakfast was plentiful and not too busy. We'd definitely come back!

Friends_and_family Family

10/10

Exceptional

05 Apr 2026

Mark

Really comfortable boutique hotel with good food.

Partner

10/10

Exceptional

23 Mar 2026

Steven

Clean room, lovely spa and super helpful staff

Self

2/10

Poor

11 Mar 2026

Lucy

Terrible all around but the food achieved a new level - abysmal. If you’re thinking of booking, don’t!

Friends

8/10

Excellent

10 Mar 2026

d

Beautiful property, lovely staff, great rooms. Some quirks- no ketchup and luke warm shower, but no complaints overall. Would return & recommend.

2/10

Poor

12 Feb 2026

David

Never stayed in a hotel before with so many restrictions. Unable to check-in before 3pm, or use any of the leisure facilities until then. Had to pay £50/night for my dog to accompany me when I booked the hotel specifically because it was advertised as dog-friendly. The dinner was poor quality, bread stale, and not worth the price charged.

Leisure Partner

2/10

Poor

30 Jan 2026

Adam

Disappointing stay and poor management response

Unfortunately, this visit was a real let-down.

Key spa facilities were not available, including the outdoor pool and jets, and there was visible refurbishment taking place during the weekend, which significantly affected the atmosphere - this wasn’t communicated in advance.

The car park was poorly maintained with potholes and damage as well as an outside wall.

Most disappointing was the response from staff and management. We raised these issues multiple times during our stay, including with the front desk manager, but nothing was done to resolve them.

Partner

2/10

Poor

04 Jan 2026

Rich

A real review of this 4 star hotel. How this is classed as a 4 star hotel i do not know. From the moment we checked in we had issues, water coming through the ceiling in the main dining room. We got to our room and the positives were, the bed was comfy.
Now the negatives,
Holes in the wall, cracking plaster, stains on the floors, window handle broken resulting us not being able to shut the window and leaving a 5mm gap, which when its -5c outside certainly did affect the comfort of the room, dead flys in the window sill, not just one or two but hundreds. Water leaking through the roof in the bathroom, only 1 towel provided in a twin room. Shower takes about 15 minutes to get luke warm (no joke) black mould all in the corners of the windows. Dirty laundry dumped outside our door. The list goes on and on and i have stayed in 2 star hotels better than this. I questioned all this with reception and the manager tried to fob me off by saying well it wasnt there yesterday. An absolute discrace of a hotel

Partner

6/10

Pleasant

24 Dec 2025

Joanna

Spa facilities are very small but the treatments are excellent.
Food is abysmal, disappointing and overpriced. Bar is limited with few non alcoholic options and appalling non alcoholic cocktails.
All the staff are friendly and helpful but have their work cut out for them in a tired hotel past its best. There are signs of half-completed basic renovations and worn, tired carpets.
Lovely gardens.

Leisure Partner

10/10

Exceptional

22 Dec 2025

Charles

Staff very helpful

Self

6/10

Pleasant

19 Dec 2025

Aimee

Charlton House is undeniably beautiful and the setting is stunning. The grounds, spa areas and our room were all lovely. Our bedroom in particular was gorgeous, with a beautiful bathroom and balcony which we really enjoyed.

On arrival, staff were friendly but not especially personable. The welcome felt polite rather than warm, there was no offer of help with bags, and parking was not the easiest.

The spa experience was confusing. I had pre-booked a spa offer, and on arrival it initially appeared that spa access was included, which was later disputed. Our treatments were also shorter than booked, and we were left waiting while this was resolved.
One of the thermal spa showers was so hot it was uncomfortable and left my scalp sore for days.

We opted for room service, but with no phone or clear instructions in the room we had to walk to reception to order, which defeated the point. The food was lovely but expensive, with an additional tray charge.
We were also unable to get extra bottles of still water (as they had run out and no alternative was offered) we had to use the bathroom sink, which didn’t feel appropriate for a hotel of this standard.

The bed was comfortable enough but not a true king size mattress, instead two smaller mattresses pushed together.

Overall, the stay was relaxing and very pretty, but repeatedly having to manage basic requests took away from the feeling of being looked after. For the price point, the overall value didn’t quite match expectations.

Partner

2/10

Poor

06 Dec 2025

Jason

Woken up at 1.30pm to move my car for a member of staff who parked in the residents parking also . Room very tired money taken from card as deposit for damage with out authorisation from my self . Smell of sewage was coming from the bar area . Don’t think I will be staying here in the near gfuturr

4/10

Poor

03 Dec 2025

Ian

Alarm went off at 5:30 in the morning outside our

10/10

Exceptional

25 Nov 2025

Oluwatosin

Spa facilities and staff were excellent. Comfortable accommodation

Self

4/10

Poor

23 Nov 2025

Kylie

Literally faulty towers.

Friends_and_family Family

10/10

Exceptional

05 Nov 2025

Philip

All facilities so accessable. Clean and warm.

Partner

6/10

Pleasant

19 Oct 2025

Jade

The services was inconsistent and worst of all intermittent hot water or none at all, which is pretty basic!

Leisure Family_with_children

6/10

Pleasant

06 Oct 2025

Samantha

Couldn’t believe charged us £30 each to use hydrotherapy pool when staying in a suite in a SPA hotel ?! wouldn’t go back !!!

Partner

2/10

Poor

30 Sep 2025

Rachel

The ‘suite’ was one of the worst I’ve ever stayed in, for the money they were charging.
Mould on the ceilings.
Room didn’t smell fresh. Towels smelled odd, a bit off like washed without a decent detergent. Clean but weird smell.
Elemis products? Didn’t smell or have quality of Elemis. I’m guessing refilled with other product.

We were in a ‘suite’ which was large but definitely the worst ‘suite’ I have ever staying in.

Bathroom:
No grout between a lot of floor tiles suggesting extreme wearing and no maintenance over a long period.

Shower head hanging off the wall at an angle, patched up unsuccessfully with mastic.

Shower heads tarnished and worn.

Weird bath/double shower, unsafe to get in and out of. Had to step over a wall to get in. we wiped loo tool in the corners and they picked up black scum. Very unclean.

Tap and tile it was attached to coming loose off the bath.

Loo roll holder hanging off walls, deteriorated chrome.

Windowframes dirty. looked like they needed a paint/good clean.

Grout missing around sink mirror.

Towel rail didn’t work.

The room:
Bedside light didn’t work on one side.

Cold. We were cold. Only small heater, not enough.

Stayed only 1 night then checked out, it was unsatisfactory. Can’t comment on other rooms standard but the ‘suite’ was bad.

Staff apologetic but Manager refused a refund, despite all of this documented.

Bed was comfy. Room was quiet. Breakfast mediocre.

A copy of Wallpaper mag in the room felt like a joke at our expense.

Leisure Partner

10/10

Exceptional

29 Aug 2025

Liam

Fantastic.

Business

8/10

Excellent

01 Aug 2025

Sharon

Nice short break

1 night away with my family, the front of house staff got confused we had 2 rooms booked, that’s about the only thing that went wrong.
Staff were friendly
Food was good
Rooms were very nice
Spa was lovely & relaxing
A lovely short break away
Will stay again

Friends_and_family Family

10/10

Exceptional

27 Jul 2025

Helen

Montego was Magnificent

I loved our night here and so wish we had booked a night after Glastonbury to recover.

Friends_and_family Friends

10/10

Exceptional

03 Jun 2025

sharon

Super stay lovely room and so quiet

Business

10/10

Exceptional

02 Jun 2025

Eloise

For a last minute replacement very nice, staff very frendly and easy to talk to.

10/10

Exceptional

28 Apr 2025

Lenroy

Incredible property.

Amazing property.
Two day stay for next time for sure.

Peter at the front desk was the perfect host.

Partner

10/10

Exceptional

26 Apr 2025

Stewart

Fantatastic bed and bathroom...

Leisure

10/10

Exceptional

14 Mar 2025

Roger

A nice clean hotel with very pleasant staff and good food

Leisure Partner

4/10

Poor

18 Feb 2025

Verified traveler

While the staff could not have tried harder, the hotel was nothing like the pictures - really shabby, old, dirty chipped paint and worn mismatched carpets.

The staff tried hard to make it welcoming but it really was not what we were expecting.

Partner

10/10

Exceptional

04 Jan 2025

Piotr

Nice place for weekend break with relaxing spa and beautiful rooms. Well recommend 👌

Partner

10/10

Exceptional

30 Sep 2024

Heather

Great place

6/10

Pleasant

23 Jul 2024

Verified traveler

The room needed updating. The hot water was on pressure pump so it made loud noise when you turned the hot tap on.

4/10

Poor

03 Jun 2024

Caitlin

There is an extra charge for everything, service was poor and didn’t feel like a guest.

2/10

Poor

15 May 2024

Toni

dissappointing

Very disappointing

Partner

2/10

Poor

10 May 2024

Toni

The shower was temperamental and banging while working, it wasn’t until it control fell off that it went hot then couldn’t do anything about it, chips out of the mirror water went everywhere, door handle falling off.

Partner

10/10

Exceptional

13 Apr 2024

Darren

Great service great place to be x

Awesome we loved it

Partner

8/10

Excellent

22 Mar 2024

Kieran

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

2/10

Poor

21 Mar 2024

Adam

Catfished

Arrived and said the room wasn’t paid for, neither was the breakfast (breakfast was advertised as free) - booked a standard double and received a completely different room, it was tiny.. the key literally said it was a tiny room. I’m not even 6ft and couldn’t even fit in the shower.
Upon arrival I was pressured to book a restaurant slot otherwise I wouldn’t eat, sitting in the bar I could hear every groan and gripe from the team when someone ordered. If you want milk you have to go to reception (would be easy if you didn’t have to go downstairs, outside around the building and back inside again just to get to reception)

Long story short, the images show a good room. The room I got was the small room from your nans house.. back in 1970. Completely different!

Business

10/10

Exceptional

09 Mar 2024

David

Hidden Gem New Glastonbury

Incredible service, facilities and value. A great fusion of Asian luxury and British heritage. Breakfast was brilliant, bacon was world class!

Partner

4/10

Poor

01 Jan 2024

Aleksandra

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.

Partner

4/10

Poor

29 Dec 2023

Richard

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.

Leisure Partner

10/10

Exceptional

29 Nov 2023

David

The staff were exceptional

Everyone engaged and extremely friendly

Nothing was too much trouble

Leisure Family

8/10

Excellent

17 Nov 2023

Christopher

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.

Partner

2/10

Poor

14 Nov 2023

mark

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.

Leisure Family

10/10

Exceptional

03 Nov 2023

christopher

Mid week stop

Great visit , restaurant menu needs frequent change.

Partner

10/10

Exceptional

16 Oct 2023

Elaine

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.

Friends_and_family Family

6/10

Pleasant

14 Oct 2023

Jon

The room had no heating in there
And the room was very dated

Business Partner

10/10

Exceptional

13 Oct 2023

Justin

Great stay. Friendly staff and made us feel great. Room was lovely and relaxing. All in all much needed and nothing to complain about.

Partner

4/10

Poor

18 Aug 2023

ashley

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

Partner

4/10

Poor

10 Aug 2023

Andy

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

Leisure Partner

6/10

Pleasant

15 May 2023

Verified traveler

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.

Partner

8/10

Excellent

12 Apr 2023

Tina

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.

Leisure Partner

8/10

Excellent

24 Mar 2023

Wendy

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.

Partner

8/10

Excellent

07 Mar 2023

Hannah

Very warm welcome and helpful staff.

Business Self

6/10

Pleasant

27 Feb 2023

Stephen

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.

Leisure Family

10/10

Exceptional

08 Oct 2022

Jayne

In a nutshell

Lovely room … gorgeous food, delicious wine, great spa !

Friends_and_family Family

8/10

Excellent

24 Aug 2022

Colin

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 ,

Business

10/10

Exceptional

02 Aug 2022

Shaline

The rooms are spacious and the beds very comfy. We loved having an outside terrace to relax in during the day.

Business_and_leisure Family

6/10

Pleasant

20 May 2022

Verified traveler

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.

Business

4/10

Poor

08 May 2022

Verified traveler

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

Partner

10/10

Exceptional

16 Apr 2022

Bryn

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

Partner

10/10

Exceptional

08 Apr 2022

Terry

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.

Leisure Partner

8/10

Excellent

20 Mar 2022

Nigel

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.

Self

2/10

Poor

25 Feb 2022

Paul

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.

Partner

6/10

Pleasant

29 Jan 2022

Susan

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.

Leisure Partner

10/10

Exceptional

28 Jan 2022

Amy

Great hidden Gem

wonderful time away very relaxing and clean. Food was delicious.

Partner

10/10

Exceptional

18 Jan 2022

Sandy

We had the best relaxing time ever . Everyone was so helpful . Our room was amazing and so was the food

Partner

4/10

Poor

15 Jan 2022

Sukhpal

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

Friends_and_family Family

6/10

Pleasant

21 Nov 2021

David

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.

Leisure Partner

8/10

Excellent

18 Nov 2021

Jill

Hotel was abit tired. The cleaning was abit hit and miss. Waited a while for our breakfast.

Partner

8/10

Excellent

06 Nov 2021

Verified traveler

Nice spa few little problems

We stayed here for my mums 60th birthday, we had a nice time and the spa was really lovely so overall we were relaxed and it was a treat to stay over but there were a few problems in the room. Luckily we had been there before a few years ago so vaguely knew where we were going to the spa area but nobody showed us around or asked. The spa is lovely and we had a relaxing few hours in there. We chose to have room service after using the spa, the food itself was fine but it wasn’t as easy as usual and you couldn’t seem to order it from your room at a time of your choice which is the novelty of having room service. The staff were nice enough but didn’t seem like they knew what they were doing most of the time. When we had had food we went to watch tv and unfortunately that didn’t work, they did kindly give us some dvds but that didn’t work either so eventually we gave up on that idea. The room is clean but needs a bit of diy and is a bit tatty, things that aren’t hard to fix like door knobs, blinds and window fixtures. It was comfortable especially the beds and the shower was fantastic! We had a lovely view of the gardens and the family suite was huge so plenty of room for the 3 of us. As we don’t go away often we aren’t awfully fussy it was just nice to enjoy a night away but I did want to just highlight the points as I think if you pay for a suite for an occasion things should be of a better standard. We had breakfast with our stay, that was all very nice.

Friends_and_family Family

10/10

Exceptional

05 Nov 2021

R

Amazing place

Stunning place and amazing staff, love to get away here

Partner

6/10

Pleasant

02 Nov 2021

Simon

Need to understand service

This hotel could be great but overall staff service seriously let it down. We were a reasonably large party (circa 10 ) and they had rigid policies which made check-in and check-out a dreadful experience. The evening meal was poor, with the chef concentrating on look rather than quality of food or taste - very disappointing, but little option to go out.
But the worst by a long way was the attitude of some members of staff, particularly front desk. Inefficient, rude and never made us feel welcomed or that we were the customer. Would not go back.

Friends_and_family Family

8/10

Excellent

28 Oct 2021

Paul

Charlton house spa break

Facilities are very good, Spa was great and the room was also excellent. Massage was good and staff in general were also nice.
Let down by the food, the a la carte menu was not worth the money. The Duck was a big dissapointment, cold veg and uninspiring.
Wide choice for breakfast but strange tasting hollandaise and avocado straight from the fridge ruined it.

Partner

4/10

Poor

23 Oct 2021

Rees

Overnight stay

To be honest the roo was large but apart deom that it was tired and had ao many hazards or defects. Shower tiles on floor broken, walls damaged, carpets dirty and wardrob handle fell off in my hand. Gace us two tea bags for tea and to sachets of milk. Room service function didnt work, waited ages to checkin. Cancelled our dinner reservation due to lack of substance on menu only to be chased as to why we hadnt turned up. Paying £265 for a room inwould have expected way more... overall id say 2/3 star at best and price wise id say should have cost no more than £150.

Friends_and_family Family

6/10

Pleasant

08 Aug 2021

Verified traveler

A disappointingly mixed bag. Stayed for two nights, six years after our last visit.
Positives were a nice room with lovely private courtyard, relaxing spa treatments, and an accidental referral to visit Shepton prison as an excursion (excellent, by the way).
Negatives however, felt like a lot of little things that could easily have gone so differently... Just meant the stay didn't feel that luxurious, and we'll spend the time to find somewhere else in that part of the world next time we leave the kids with the grandparents...
Shortly after arrival, we were sitting in their covered area for a drink (around 5.30pm) - we wanted to be outside as we were being particularly Covid aware as we were subsequently visiting some at-risk family.
Asked for a Manhattan cocktail from the menu, and told it was a 'no' - they couldn't put three ingredients in a glass and stir it? Asked if they had a blanket - it was chilly and damp despite being August - told it was a 'no' - really, after 18 months of Covid restrictions, they didn't have a blanket? Having eaten from their burger-heavy lounge menu in our room one night, we asked if we could eat from the a la carte menu at the outdoor table immediately outside their dining room conservatory door. The 'policy' and chef both said 'no'. Go for a walk into Shepton with showers forecast, and could we borrow an umbrella was a 'no'. Went to the spa a second time on the final morning, a little early - told to come back, and then nothing was 'on'. Shame

Leisure Partner

10/10

Exceptional

29 Jul 2021

Verified traveler

A beautifully presented historical hotel with excellent spa facilities. On arrival the staff were so friendly and knowledgeable about the facilities. The room we choose also had a historical feel but with the luxury of a freestanding bath, double showers and a private patio. We ate in the restaurant on both nights as we were so impressed with service and the food. A great stay to start our honeymoon, would definitely go back for a spa weekend in the future.

Leisure Partner

4/10

Poor

17 Jul 2021

Katherine

Nice spa. Shocking hotel

Stood waiting at receotion gor 10ons whilst manager was outside on his mobile(was out there most oc the yome i saw him). Bath was stained. Toiley was loose as was the heated towel rail. Smallezt tv in history in the room. Yoing staff members at breakfast were very nice but senior one hardly spoke jist walked uo to us and syood there. No hello or greating. The spa facilitcy were very nice

10/10

Exceptional

24 May 2021

Nigel

Great first holiday after lockdown

We booked Charlton House as it was close to the East Somerset Railway where we had a voucher to use and we wanted a bit of luxury. And what a great choice! The hotel is lovely, the spa relaxing and the staff very welcoming and helpful. We used the restaurant both nights in the hotel and the food is awesome. Great breakfast too.

Partner

10/10

Exceptional

20 Dec 2020

Leanna

Few days away

Had a lovely time, we stayed in room 18 the hotel is very nice and staff are very friendly and helpful, the only problem is the hotel and rooms need a bit of tlc, lights broken and not working, mismatched cups, DVD player but no dvd, the rooms are for two people but you only get water and biscuits for one person, our room had its own hot tub, flip flops would be a good nice to use when walking from our room to the hot tub not slippers and our room had its own entrance and outside access into the hotel. It rained the hole time we was there so we got socked a umbrella in the room would be great, it was lovely having our own private hot tub and Garden, but I don’t feel it was private enough as we could see the bin man and staff coming and going and there could see us when we was relaxing in the hot tub, I don’t like feather pillows so I didn’t sleep well different types of pillows options would be a good idea, you don’t get a welcome pack or a little note about the hotel, room you are in a meal and how to call room service or even given the number from room service, it would be very nice it you did please overnight we had a lovely stay and definitely we be coming back and staying again

Friends_and_family Family

6/10

Pleasant

11 Dec 2020

Rob

Great hotel spoilt by stealth pricing

Excellent room, and good room rate, but restaurant was deceivingly expensive. £25 two course meal deal cost £40 due to £10 glass of wine and service charge added to bill (£4.80)
Additional £10 to use the gym as well
Enjoyed my stay, but worked out more expensive than I had envisaged

On the upside, staff and facilities were excellent, and COVID arrangement very well handled.

Business

10/10

Exceptional

30 Oct 2020

sydney

Very peaceful and comfortable

A very lovely place, total relaxation from start. The calm atmosphere and high level of comfort envelopes you, and then goes on to surprise you with each days discovery. The private patio, a garden that encourages you to take a walk and explore, the pool and spa with experience showers, hydro therapy pool , indoor & outdoor pool areas luscious seating, & varied sauna. Afternoon tea is just the perfect size, offering champagne or prosecco , & mini desserts. Restaurant menu somewhat limited, but well cooked, service can be a bit hit & miss but does not detract from an enjoyable experience all round.

Business Friends

2/10

Poor

26 Oct 2020

Leanne

Stayed last week with my partner. Service in Restaurant was really poor and clearly either short staffed or staff with no experience. Room was unbearably hot, neither of us slept a wink, tv wasn’t working in the room either, bathroom a little shabby, complained at check out but little concern. Such a shame as I have stayed here twice before and thoroughly enjoyed my stays.

Partner

6/10

Pleasant

26 Oct 2020

Verified traveler

2 star Hotel

The staff are amazing however it’s a very dated hotel. Our first room wasn’t clean found used plaster in the room so they moved us. Second room ceiling peeling off in the corner, dirty floors and bathroom toilet didn’t work. I would not recommend this hotel to anyone . I’ve stayed a 3 stars hotels that are better

Partner

8/10

Excellent

17 Sep 2020

darren

Nice place

Delightful Hotel, good food, friendly staff, big clean rooms.
only downside is that Shepton Mallet the town is very quiet with few pubs and restaurants.

Partner

10/10

Exceptional

10 Sep 2020

Michael

Back to 10/10

Friendly and helpful staff , restaurant service and food is excellent, warm welcome at reception.

Business

8/10

Excellent

06 Sep 2020

Will

Really relaxing stay in \"Duncan's Den\". We've stayed there before and in comparison to the last time, there were aspects of the room which felt a little bit tired but I don't know how much of that can be put down to the current Covid-19 alterations. The TV had a few wiring issues and without a carefully placed water bottle, the aerial lead had a tendency to slip out. Also, the grate that we needed to remove to put the bath plug in was a little bit slimy and needed a clean.

The staff were fantastic and dealt with the new legislation incredibly well, taking temperatures before check-in and making sure everything was correctly wiped.

Because of social distancing, the pool was brilliant. The spacing meant that only 9 people are allowed in the pool at once and although there a time limits when it's busy, it creates a very relaxing environment.

Breakfast was first class and we were going to stay for dinner but we didn't like the look of the menu which was posted online so booked somewhere else. When we arrived, the menu on display was completely different and we would have stayed if that one had been posted online.

Overall, it was a lovely stay. There were a few minor negatives but nothing to give us a bad impression of the hotel as a whole.

Leisure Partner

10/10

Exceptional

16 Aug 2020

Stephen

This hotel is very professionally run. It has very rich and beautiful decor and it’s spa facilities are very good. The food in the restaurant was excellent for both dinner and breakfast. Our room was spacious and the bed was especially comfortable.

Leisure Partner

10/10

Exceptional

12 Aug 2020

Yvonne

Hotel was fantastic. Fabulous room, decor well thought out. Service good - the receptionist who greeted us was outstanding, going out of her way to help. Food was also good, but menu was small.

Partner

4/10

Poor

10 Aug 2020

Ann

Disappointing very overpriced more 3 star than 4 in need of updating

Partner

10/10

Exceptional

08 Aug 2020

luke

Quick break without the kids

Great little break, staff polite and helpful, our room 27 was fantastic.

Partner

6/10

Pleasant

03 Aug 2020

Julie

charlton house spa hotel

It was a comfortable stay and the food was good. The bedroom was a little shabby and drinks over priced. The grounds were overgrown and a little disappointing as was the size of the pool. Staff were friendly and a nice over all feel to the place. But for the money probably wouldn’t return.

Partner

10/10

Exceptional

04 Mar 2020

Sheralee

Incredible stay

Absolutely incredible stay everything was amazing, the staff went above and beyond to make our stay amazing. We were upgrading due to it being my husbands birthday and that we have stayed there multiple time.
We will definitely go back, we love it.

Partner

8/10

Excellent

27 Feb 2020

Darren

One night only

This was a nice hotel but they are trading on the name a little. There was a penalty for booking with hotels.com that i didnt get free access to the gym and pool. The room.was nice and comfortable. The menu was good but it wasnt much on the plate, Emily was perfect host and waitress (thank you). Check out was simple and easy as it should be but i also dont agree with the service charge im afraid.

Small things to improve is light bulbs flicker in dining area and my bathroom one also didnt work making shaving awkward. Also the sink plug didnt keep the water in again shaving was a pain more so than normal.
Shower leaked which made cleaning up the floor something i hadnt planned for but overall it was a good experience the small things can happen (except the showere that needs doing) i dont deem to be able to load the photos i took but i also reviewed on trip adviser and the ohotos are there.

Business

10/10

Exceptional

05 Feb 2020

Matthew

Great staff, food and gym/spa. Highly recommend

Business