Eden Hall Day Spa
reviews and complaints

Hi

I attended a twilight evening on Friday 23.06.2023 and whilst we were there we experienced the new outdoor bar. After speaking with a staff member taking orders outside I asked for 2 lge house wines on asked what kind i replied Chardonay. Then on sitting down for our meal I asked the same member for another 2 house wines as before.

On leaving I was told my bill was £88 which I paid. I rang the next day as to be honest I could not see where I had spent the money. I was told that the 2 large glasses of wines where £17 each. £54 for 2. I did say I have never ever spent this much on a glass of wine to be told that the wine menu does state the prices. At no time did I see a wine menu or was offered a wine menu before asking for my 2 wines. The evening was a treat to myself as I could not afford to pay for the evening, so for then to have to pay more that the actual cost of the evening I was horrified. I have been to Eden hall numerous times and have never paid that much for a glass of wine in fact I struggle to see where else you would.

I do not like to complain as the whole evening was lovely but rather than feel relaxed at the end I felt stressed all weekend. I rang on the Saturday and was more or less told that the prices were on show. I have to argue that this is not the case and before taking an order the staff members should if charging that amount of money first bring a menu so that everyone is very clear as to what they are ordering. I do not no how house wine can possibly that expensive.

Edan hall

To whom this may concern

Well what can I say …

It was supposed to be a relaxing day away. We have three young kids and both work. We were in desperate need of a relaxing day away.

When we got there it was busy, I have no problem waiting and it had been school drop off, so expected. Can’t be helped.

However, when we walk into the spa facility, instead of it being peaceful and relaxing it was more like a noisy swimming pool/ building site. Not the tranquil experience we wanted and not worth the money we had paid.

There was no space in the saunas (which we later found not hot enough). We couldn’t find a quiet spot anywhere. Even the slumber room had unnecessarily noisy, people playing on their phones and were also talking loudly they were even eating.

There is a cafe upstairs. However, they probably couldn’t find a seat as it was so overcrowded. Also the hot water bottles were cold, not nice.

The main thing about going to a place like Edan hall is to have peace and quiet, but there seemed no place was available for this. It was extremely over booked and I overheard others complaining of the same issue. I was not happy with the experience at all and it seemed others weren’t either !

As for dinner, it was slop and tasteless, the bread was dry and butter didn’t improve this. Absolutely disgusting!

Also I understand that you took the buffet away due to covid but surely that could come back now. There are only two things that make you better than aqua sauna and that was the buffet and the massages. Unfortunately now it’s only the massages. The food served was not up to standard.

Not being able to use the gym and also having work men coming and going was great… oh wait it wasn’t . Also I couldn’t do yoga as apparently I needed trainers. You shouldn’t wear trainers for this activity.

In all I was thoroughly disappointed with the experience and would not recommend it with the way it is at the moment. All these issues encountered was unacceptable.

Something to improves needed:

1. would be locker keys like aqua sauna.

2. Water beds are much needed and would be an amazing addition.

3. Also the hanging nest beds need the chains lubricanting so they don’t squeak making another unpleasant feature to the day.

4. Maintenance on the sensors to the hot shower near the broken foot spar near repairing. The foot spar on the right wasn’t working so that also needs mending.

5. No work men roaming around

6. Much less crowded

7. The food needs to improve. And also the buffet bar to be reinstated

Thank you for reading this, hope it was some help.

Yours sincerely

Hannah Juska-Bowes

Re booking for Tuesday 15th March in the name of Joanna Kennedy.

Following a telephone conversation earlier today I would like to make a complaint. The booking was made for my mother and I however she was informed yesterday that she has to go for an emergency operation on Wednesday 16th and will need to isolate beforehand. I was hoping that we could either get a refund or gift vouchers. I was informed that I could change the date with an admin fee of £20 each! That is outrageous as it is one booking not 2 separate bookings, this is also a difficult option as we don't know how long the recovery will be so would be unable to give another date at this time. I was repeatedly told I should have took out the insurance at the time of booking... how on earth was we to know she would be told she needed surgery at short notice.

As a reputable company I would have hoped that under these difficult circumstances for my mother you would be more accommodating.

I look forward to hearing your response.

Regards

J kennedy

Hello,
On 24th May I emailed the reservations department regarding my twilight spa package for 5th June. I was emailing to enquire about changing the date as I no longer had child care so my partner and I were unable to attend the evening. I didn't get a response so sent a further email on the 27th May. I then followed this up with a call on the 30th May as I still hadn't had a response to either email. I left a message asking for someone to call me back. No one called, so on the 3rd June I called and spoke to a gentleman who informed me that reservations was busy but he noted down that I had called, what my issue was and asked I have a call back. I still have not had a call back so I called again today (4th June) but was unable to speak to anyone so requested a call back and no one has called me back. My spa booking is still for tomorrow but I have not been able to speak to anyone to discuss my options despite trying to contact Eden Hall since 24th May. I appreciate that you are busy but I think the customer service is appalling that no one can call me back. The spa has cost me £100 and I would like someone to make contact with me ASAP to sort this out.
Thanks Sally King

Eden Hall is situated in an idilic setting on the outskirts of Newark in the county of Nottinghamshire England
With its stunning architecture and state of the art facilities you'd think you'd be in safe hands
However following a spa day for 2 we were totally shocked as to how the staff and management treat us following a 2 hour power cut
We were in the outside jacuzzis on a fairly chilly day but the water was really nice and warm. After 15 minutes of bubbles we noticed that the timer didn't work to restart the air flow in the tank
We sat there fo 20 minutes and realised it was more than the bubbles not working, the heating in the pool had also pack up. Then a young member of staff came from around the side of the building and informed us of a power cut to the outside facilities which includes electric sliding doors which were jammed shut
We were told to stay where we were as the problem was being fixed. However things were not going to plan, but then a couple emerged from the indoor pool which has an opening to small outside part of the pool
Nobody had mentioned we could gain access to the inside via a small opening
We finally got inside and noticed the pool was cold and lights were off in various facilities, as was the heat in the specialist saunas, foot spas etc
There was no member of staff around to talk to until the clueless young member of staff announced that the problem was about to be fixed
Everyone started to murmur and we waited another 10 minutes with no heat and we, as well as others, decided it wasn't a simple fix and went to get changed
When I was charged I noticed a contracted electrician walking through the male changing rooms being lead to an area within the facilities
So we were fobbed off and lied to by staff to say that maintenance had it under control from the off
We complained about what had happened to us at the front desk but were told to email their head office
We did this and it was referred back to the manager on the reception who sent us an email saying we could come back for half a day free of charge. Not a full day but half a day
I replied to head office again, stating I didn't think the offer was good enough after the way the guests had been treated and lied to
I received this reply from the EDEN SPA manageress
Dear Chris

Thank you for your e-mail.

The offer of the two complimentary half day packages for you and Sally, as previously offered by my colleague, does still stand. We do feel this is a more than generous offer and is in line with the facilities that weren't working during the power outage, between 4pm and 6pm the day you visited.
The half day experience offered includes 6 hours at the Day Spa including full use of the pool and thermal spa suite area This experience is available from 2.30pm until 8.30pm
Events such as this are out of our control and every measure was taken at the time to rectify the situation as quickly as possible. We do have an onsite maintenance team who assist with general work however some circumstances do require outside assistance, in accordance with health and safety regulations. Such as the day of your visit.

I'm sorry if you feel the offering was not as expected but please do let me know should you wish to accept the offer and we will arrange this for you.

Kind Regards

Chloe Johnson
Reception and Reservations Supervisor

Eden Hall Day Spa
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edenspa.co.uk
facebook.com/edenhall
@edenspanotts
Eden Hall Day Spa | Elston Village | Newark | Nottinghamshire | NG23 5PG

Sorry EDEN HALL but when mistakes are made in any business you have to expect a generous compensation offer and not a like for like offer
You failed to keep guests well informed as events unfolded and you weren't even aware of facilities not working for the 2 hours they were off
We, along with others are seeking legal advice as to where we stand
But here's a question for you all
If you found something wrong with your main course at a top restaurant you'd be very angry if the waiter simply picked out the object in your food and told you to carry on ! No I'd expect another meal and a complimentary meal the next time I went
EDEN HALL you're a top or the range Health Spa and your duty of care and reimbursement has failed you