Utopia Spa at Rowhill Grange

"We had initially booked at Rowhill grange for a long (inclusive) spa weekend but this was postponed due to Covid. We managed to move it to the August Bank holiday. However a couple of days before we were due to stay we noticed the additional £20 per head per hour to use the spa was posted on their website. The reason for this is to 'control numbers because of covid'. We tried for 3 or 4 hours to call the hotel to find out if this additional charge was going to affect us however the calling system kept sending us on automated loops with no-one picking up across any of their lines. I finally managed to speak to someone who said that although we had the spa access as part of the initial booking we would only be allowed in the spa for 1 hour a day for our stay with every hour thereafter costing £20 pp. We have not been on holiday in 10 months and is also my birthday. However we cannot afford to go for a 1 hour a day spa weekend and cannot afford the additional costs for using a service we have already paid for. This is clearly a money making exercise - they are taking new bookings and trying to limit numbers for their profit rather than looking after customers who have already booked with them. They will undoubtedly quote covid back as an excuse as that is the easy option. The customer service throughout was poor and bordering on non-existent. And the money-grabbing nature of the company should deter anyone looking to book with them - I am certain that with this attitude there was going to be more hidden costs on our arrival. Overall experience was completely gutting and we decided to get a refund rather than give our hard earned money to this company."

Matt

• August 24, 2020 at 11:42 am

"We had initially booked at Rowhill grange for a long (inclusive) spa weekend but this was postponed due to Covid. We managed to move it to the August Bank holiday. However a couple of days before we were due to stay we noticed the additional £20 per head per hour to use the spa was posted on their website. The reason for this is to 'control numbers because of covid'. We tried for 3 or 4 hours to call the hotel to find out if this additional charge was going to affect us however the calling system kept sending us on automated loops with no-one picking up across any of their lines. I finally managed to speak to someone who said that although we had the spa access as part of the initial booking we would only be allowed in the spa for 1 hour a day for our stay with every hour thereafter costing £20 pp. We have not been on holiday in 10 months and is also my birthday. However we cannot afford to go for a 1 hour a day spa weekend and cannot afford the additional costs for using a service we have already paid for. This is clearly a money making exercise - they are taking new bookings and trying to limit numbers for their profit rather than looking after customers who have already booked with them. They will undoubtedly quote covid back as an excuse as that is the easy option. The customer service throughout was poor and bordering on non-existent. And the money-grabbing nature of the company should deter anyone looking to book with them - I am certain that with this attitude there was going to be more hidden costs on our arrival. Overall experience was completely gutting and we decided to get a refund rather than give our hard earned money to this company."

Matt

• August 24, 2020 at 11:42 am

"Have just returned from a spa break. We had an amazing time. Your facilities throughout the spa are spotless and high quality. We both had great treatments with lovely therapists. Agree with the above review with regards to the saunas but that was our only quibble. After experiencing about 10 spas now, yours is by far my favourite and I very much look forward to my next visit!"

Amy Kitchen

• October 21, 2018 at 5:57 pm

Voted: Family friendly Solo Friendly Romantic