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“Ruined by the apalling behaviour of wedding party guests”

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Rookery Hall Hotel & Spa
Ranked #2 of 5 Hotels in Nantwich
Certificate of Excellence
Reviewed 3 August 2011

I had stayed here twice on business before, so thought I knew what to expect when booking an overnight break to celebrate our 24th wedding anniversary. Whilst the staff were really lovely and the food, service and spa were excellent (as always), our stay was ruined by the raucous behaviour of members of Sunday night's wedding party.

I won't go into precise details, but we gave up being tolerant at 1:20am when the noise became unbearable and two naked men were cavorting in the fountain, much to the amusement of their companions who were filming them! We might have expected this on a night out in Blackpool, but not at Rookery Hall.

To be fair to the staff, the night porter quickly sorted out the situation when informed and the team were apologetic the next day. However, the token £16 knocked off the bill was not enough to compensate for our ruined break! (the money is imaterial really - the wasted trip is the issue).

I do think that the staff should be monitoring behaviour around the Hall - all of this was occuring right in front of our window. Even before the drunken behaviour became so extreme, we were kept awake by loud conversations and laughter - the windows in the Hall are old and not double glazed. We should not need to be put in position where we have to complain to get a good night's sleep at such a refined venue.

It has really put me off visiting again.

Room Tip: Choose a room away from the old Hall if you want a decent night's sleep!
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  • Stayed: July 2011, travelled as a couple
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1  Thank Wirral_Stewarts
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
StephenFearnley, General Manager at Rookery Hall Hotel & Spa, responded to this reviewResponded 4 August 2011

Hello,

Thank you for providing a review after your stay at the weekend.

Firstly let me say how genuinely sorry we all are.

We were really disappointed to read your feedback and the fact that the very poor behaviour by other residents, attending a wonderful wedding reception that had taken place, spoilt your break.

I was glad to read that you recognised that the nights team did there best to head off the incident .It was just a shame that we could not have spotted it earlier . I am sure you can appreciate it can be very difficult to keep our eye on everyone all the time especially when this type of behaviour has never happened before in my 4 years leading this hotel and so we would not have expected it.

You are clearly one of the many loyal guests of the hotel having stayed on many occasions before and for that I thank you.

Our team are, I am proud to say, really excellent and I was delighted to read the service they delivered and the quality of the food, service and spa was well above expectations.

I would be very happy to discuss the best way for me to regain your confidence in Rookery and I would be delighted if you could contact me on sfearnley@handpicked.co.uk .

Very Best wishes

Stephen

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1,758 - 1,764 of 1,974 reviews

Reviewed 1 August 2011

The staff at this hotel were faultless. They were extremely welcoming and very helpful without being intrusive. I would definately recommend the hotel, restaurant and spa to anyone thinking of visiting.

  • Stayed: July 2011, travelled as a couple
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Thank ColetteBowers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
StephenFearnley, General Manager at Rookery Hall Hotel & Spa, responded to this reviewResponded 2 August 2011

Hello,

Thanks for taking the time to review our hotel, I was delighted to read we delivered our vision of first class service which was both welcoming and non intrusive.

We look forward to seeing you again soon

Best Wishes

Stephen

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Reviewed 31 July 2011

i stayed here for a weekend spa break....and what a lovely break it was!!!
the hotel is lovely - the beautiful old bit has nice areas to chill and the rooms in the new building are spacious and comfortable. the grounds arent quite as extensive as you might think - you can walk around them in about 20 minutes, but from the hotel the views are very pretty
we had an executive room - it was nice and even had a tv in the bathroom!!!
we spent a lot of time in the spa - the facilities are clean and new - fab pool and amazing treatments - the facials were really very good
the standard of food was really high but i found the restaurant very quiet....we also got biscuits with a lot of the drinks we ordered and even the biscuits seemed like they were home made and were delicious. we had a package with dinner included - but what this actually meant was that you had a £30 budget for dinner in the a la carte restaurant - you can choose options here that mean you dont have to pay any more but when you book this is a little misleading - i think this should be clearer on the website when booking.
the high point, though, was the staff. they were helpful and friendly throughout our stay and made us feel like nothing was too much trouble - especially the girls on reception and in the spa...
i guess its only a 4 out of 5 for a few reasons...
the restaurant wasnt so fun and quite expensive and it did feel a little like a wedding factory (but i guess any country house hotel is like that on a weekend in july)
but mainly because i came on a spa break and rookery hall is definitely a hotel and a separate spa. the spa is in a different building (although they say you can go to the spa in your dressing gown you really want to be traipsing around in your dressing gown in front of a wedding party) if you're at the spa and you want to eat in the main house you need to get dressed... in comparison to hoar cross hall (that is a specific spa hotel) it doesnt work quite a well for a spa break...that said i preferred the pool area, the service and the treatments here

Room Tip: pay a little extra and get an executive room
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  • Stayed: July 2011, travelled with friends
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1  Thank iceland_poppy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
StephenFearnley, General Manager at Rookery Hall Hotel & Spa, responded to this reviewResponded 1 August 2011

Hello,

Thank you for a super well balanced review. We are all delighted you found the hotel lovely and really glad you had a nice spa break with us.

I am delighted that the team looked after you so well and that our vision of nothing being too much trouble was achieved.

Wedding business is important to the hotel but equally our Spa breaks are too.

I am glad that overall you had a great break

kind regards

Stephen

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Reviewed 31 July 2011

Enjoyed a walk round the grounds in the evening and the breakfast was excellent. Very pleasant hotel to spend a weekend.

  • Stayed: July 2011, travelled as a couple
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Thank gardenersdelight
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
StephenFearnley, General Manager at Rookery Hall Hotel & Spa, responded to this reviewResponded 1 August 2011

Hello,

Thanks for feeding back after your short stay with us. we are proud of our grounds . The breakfast is the most important meal of any stay and thats why we dont offer a buffet but more a fully served meal. Glad you enjoyed it.

Kindest regards

Stephen

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Reviewed 30 July 2011

Warm welcome on arrival. Staff couldn't do enough. Hotel and grounds are just beautiful. Room was a good size and very comfortable. Bathroom fantastic. Food out of this world.
We attended a wedding and it couldn't have gone better.
We paid quite a bit but it was really worth it. The manager even had a card put in our room for our anniversary. Lovely touch and much appreciated.
Would like to stay again sometime.

  • Stayed: July 2011, travelled with family
    • Value
    • Sleep Quality
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Thank LMC102
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
StephenFearnley, General Manager at Rookery Hall Hotel & Spa, responded to this reviewResponded 5 August 2011

Hello ,

What a great way to start a Friday!!!

Thank you so much for your wonderful constructive feedback we honestly do appreciate it.

Warm welcome, team that cant do enough, beautiful grounds, fantastic bedroom and bathrooms and great service is what we really aspire to, so we are thrilled to have delivered it.

WE hope you come and see us again in the future

THANK YOU

Stephen

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Reviewed 30 July 2011

This was in actual fact our second overnight stay here in the last year. It is a lovely old building, with the addition of the new rooms and conference centre to the back. It has a very quiet and calm atmosphere, and the staff are very welcoming. Our bedroom on both these occassions was extremely comfortable, and roomy - with nice views out to the garden and beyond. The bar is nice to sit and have a drink in, and the restaurant comfortable. Even though this is obviously a conference hotel, it still manages to maintain the aura of being an Olde Worlde Hotel for non-business guests. We did not make use of the Spa, but hopefully would do so on a future visit. We used this hotel as a "halfway" stop between Scotland and Devon on both stays. It is ideally situated from the M6 (being half an hours drive from motorway), and we will definitely use it again.

Room Tip: The ground floor rooms are easily accessible for disabled users - infact there are even disabled roo...
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  • Stayed: July 2011, travelled as a couple
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    • Service
Thank MJAND
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
StephenFearnley, General Manager at Rookery Hall Hotel & Spa, responded to this reviewResponded 1 August 2011

Hello,

Well great to see you back again and thank you so much gfor the great feedback which is so important to us.

We like a calm atmosphere and are glad you experienced it.

We do have a conference facility but also take pride in looking after spa guests, weddings, business travellers but also like yourself a short break too.

Glad you will use us again and we look forward to it!!

Best wishes

Stephen

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Reviewed 29 July 2011

We recently stayed on a 3 night break as a special treat but had to ask to move rooms on the first evening which is never a good start. We had been given a room over the air conditioning/kitchen area but it would have been impossible to sleep through this level of noise.

The food was excellent and the staff were very pleasant but the service (particularly at breakfast time) was slow. I think every table had to ask again for tea and toast to be brought. However a change of staff on the Monday morning were far better organised.

We loved the pool & spa area which was terrific. I would also just like to add that we were caught out by the hotel deducting the whole amount for our stay at the time of booking. This was not at all clear by their on-line booking system and I've never encountered it at any other hotel. Be prepared for a shock at the price of a glass of wine!

Stayed: July 2011, travelled as a couple
Thank Christine186513
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
StephenFearnley, General Manager at Rookery Hall Hotel & Spa, responded to this reviewResponded 1 August 2011

Hello,

So so sorry you had to headline us as Dissapointed! i am glad the team tried to move your room as we have a wide selection available for all tastes. I am sorry the original room was noisy and I am pleased to say we have since done work on the issue to stop it disturbing anyone else.

We are glad you found the food excellant albeit not as fast as you would have liked on day one but we did add additional team after we got very busy in a short time frame. This is never ideal and why we offer many different times.

The pool area is , I agree, terrific.

Sorry you felt caught out by the billing process but dependant on the booking window some stays are fully prepayable in advance which should have been explained as part on the online procedure and if it wasnt I am really sorry.

Wine by the glass starts at £5.75 and includes a selection of three quality nibbles and full table service in sumptous surroundings so i was disspaointed you felt it shocking.

Very Best Wishes

Stephen

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Additional Information about Rookery Hall Hotel & Spa

Address: Main Road | Worleston, Nantwich CW5 6DQ, England
Phone Number:
Region: United Kingdom > England > Cheshire > Nantwich
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 5 Hotels in Nantwich
Price Range: $180 - $366 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Rookery Hall Hotel & Spa 4*
Number of rooms: 70
Official Description (provided by the hotel):
Built in 1816, Rookery Hall Hotel and Spa is a four AA red star, Grade II Georgian Hall situated close to Nantwich in Cheshire. Part of the Hand Picked Hotel collection Rookery Hall is set in 38 acres of private gardens and grounds offering a selection of 70 well-appointed bedrooms and suites, extensive meeting and event facilities, a Health Club & Spa and a 2 AA Rosette Restaurant. The Health Club and Spa is set adjacent to the main hotel and offers a variety of luxurious treatments with seven treatment rooms, manicure and pedicure suite, Rasul mud therapy chamber, waterwall sensory relaxation room, glass roofed 17 metre indoor swimming pool, fully-equipped gym, fitness studio and a Cafe Bar. Rookery Hall's spa is recognised as one of the top residential spas in the country and offers a full range of spa treatments by expert therapists using the Elemis product house. Rookery Hall Hotel and Spa was initially awarded 4 AA red stars in 2013 and has retained these for 2014 and 2015. The hotel was also awarded Hotel Restaurant of the Year 2014 at the Nantwich Food Festival and Solo Spa of the year 2014 at the Good Spa Guide Awards. Conveniently located 15 minutes away from the M6, Rookery Hall is within easy reach of Chester and Manchester and the medieval town of Nantwich, just 5 minutes away. Crewe station which connects via high-speed train to London and Manchester is also just a short drive away. ... more   less 
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Also Known As:
Rookery Hall Hotel And Spa
Rookery Hall Hotel Nantwich
Rookery Hall Hotel & Spa Nantwich, Cheshire, UK

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