Celtic Manor Resort Recensioni 

Never will I stay here again. Our room, number 909, was unbearable to sleep in. The air-conditioning never worked at all and the room must have been 36°c with a RH% in its 30's. Our room over looked the motorway so having the window open and listening to motorway noise wasn't an option. The hotel staff came up to investigate at 2 am and attempted to reset the compressor. They said everything will now be fine but I could tell they didn't have a clue what to do and were fobbing me off. They said the BMS system for the whole floor / wing had communication errors. Come 3 am and it was still roasting inside. Hotel reception gave me a fan and offered to let us have another room, but the wife didn't want to wake up the baby. Come 5 am, my lips were dry and i was in discomfort so I got the seat and tried to rest out on the balcony to get fresh air. If was staying on my own I would have just changed room, but having a 4 month old baby and my wife with me, who brings along everything apart from the kitchen sink it was difficult. And by the time we would have packed up to move the time wasn't worth it, so we ended up staying put.
When we went down for breakfast this morning we passed reception and could hear an angry customer speaking to reception about the lack of air-conditioning and how unbearable the room was for them. This clearly identifies that the air conditioning issues at this hotel are on a large scale. After breakfast we spoke to the reception manager about room, he was already aware of the air-conditioning issues and was apologetic. He offered us a 50% refund which I felt was an insult. He then upped it to 75%, another insult. I explained to him that we haven't had any sleep and I had to resort to trying to sleep on the balcony outside. He didn't care and wasn't prepared to honour a full refund so we will now be esculating this matter to director level and to the consumer arbitration. Celtic manor should be renamed the Heartbreak hotel because it really breaks you down mentally and physically with exhaustion. We are going home to bed exhausted and with our sleeping pattern disrupted. What an awful stay this was.
The maintenance team needs to get their act together and keep on top of issues especially when they have monitoring systems that they fail to look after. Reception need to be honest and respectful. No one would pay for a service like this, so them trying to fob you off is another insult.

What a waste of £700!
Booked a two night stay in a “signature room” as a treat In a “5star” hotel. Please don’t believe any of the wording or pictures from the current adverts for this tired dilapidated and frankly shoddy place.
Stained carpets , broken facilities in the rooms, moved rooms twice and upgraded to what they say is a suite, large but still as tired and run down as the other two rooms. Had meals delivered to our room on both nights,cold almost raw steaks,and mildly warm pork on the second night. Reception staff that must have been trained in misery school,uninterested and unsympathetic, when it escalated to management we get 50% off your next stay and adverts in my emails for “signature rooms” at £170 a night! Thanks but I have already wasted enough money on this 2 star shambles, avoid or prepare to be dissapointed.

Had a voucher bought for us and due to covid didn’t use it , tried to book a overnight stay to be told the voucher has expired we had no communication at all letting us know , emailed feedback@celtic manor.com week later still no reply, shocking customer service for a 5 star hotel.

Had a gift voucher for my 30th in 2020 which I couldn't use due to covid. Emailed in October 2021 to check if there was an expiry date and no one ever emailed back. Tried called on a number of occasions prior to this and no one ever answered. Also every time tried to book on the website, there was never any availability and now I cannot use the voucher. When I final got through to someone today (12.1.22), all I was told that no emails were sent out to explain about the date. I am so disappointed and have sent a emailed to the feedback email address but I am not hopeful for a response.

Pre paid and booked an over night stay with dinner and breakfast (which never came) as a Christmas present for my other half. He had never been and I had raved about the hotel to him, so Im absolutely gutted we had these experiences.

The grounds and hotel itself is very beautiful, and our room was gorgeous which was one highlight. We ate dinner in the Streak on the 6 restaurant which we absolutely loved and had brilliant service from the staff there. Drinks and food were also delicious.

These were the main negatives we had which were so frustrating because to solve them didn’t seem too complicated to be resolved:

Spa:
After check in we booked our slot over the phone for 17:15 - 18:00 as we had dinner reserved for 19:30.
We had no gowns in the room so assumed we needed to ask for these at the desk of the spa. We arrived at the spa and were told we needed to go back up to our room and telephone reception to order one, wait for it to arrive and then come back down.
This would have meant our time slot would run very scarce and were surprised a spa couldn’t offer us any gowns.
They advertised the pool slot as being adult only but this wasn’t the case. There was a swimming only lane but this was full of children.
Despite this, like the hotel and grounds itself, the spa looks amazing.

Breakfast:
As we had booked swimming via the phone we used the phone to book our breakfast after we checked in. We ask if we could have it delivered to the room for 10am and this was confirmed by the woman at reception.
10:15 am we phoned to ask when our breakfast would be arriving (as check out was 11), to be told that we needed to do it through the app and the person who had booked us last night over the phone had accidentally booked us a table at the restaurant for breakfast by mistake.
I went to book on the app and the only time slot left was for 11:30 which was no good as check out was at 11.
I phoned back to explain this predicament (all the back and for was very frustrating at this point) and asked if we could please have a room service breakfast instead but this wasn’t an option as it had finished at 10.30 (it was 10:25).
They offered us a table in the olive branch to have breakfast but at that point we were OVER IT and it would have made me late for work later that day.
I had to ask if being refunded would be an option which they said yes, I’m hoping it will be returned to my account in a few days.

For such a well established hotel, everything is very frustrating and complicated. If you don’t have a smart phone I’m not sure how guests would manage to plan anything at all.

Shocked beyond words.
My family stay here on pleasure & business throughout the year.
We stayed here last on the 16th dec with the same experience thats why Im writing this review.
Stright away told at check in we cannot eat in the hotel. Why would you sell rooms if you cannot eat in the hotel?
The receptionist just didn't care or what to help.
We where told we can eat in their sister hotel, a 5 minutes car journey down the road.
After arguing our case a magical table appeared just like last time on the 16th.
The Room -
The room, was not made up & we
Were made to wait until 23:10 to have a crib dropped off to our room for an exhaust 2 year old & a sofa bed for a 7 year old to be made up. Once Delivered I was told to make the crib & sofa bed up myself, basically thrown blankets & pillow cases, staff couldn't get away quick enough. At this point I'm unsure why I have paid over £300 to stay here with this kind of services.
The room should of been made up before we arrived or not long after 8pm when we first asked. We had booked for 4 people prior to arrival with all the details of yhe children & needing a crib etc.
No towles, No robes & no hair dryer in the room. Staff seem to be non existent we had to ring housekeeping & reception over & over for someone to even answer to provide us with these items that should of already been in the room.
At dinner they tried to charge me for a 2 year who had no food, sat in her buggy & drunk her milk that I had already purchased.
Our bottle of wine was just left at the end of the table I had to ask for an ice bucket to the other waiters shock why we didn't have one in the first place.
I will now look to stay in a different hotel from now on as the service has gone downhill so much it really isn't worth the money. Such a shame!

The hotel is very poorly run and I’ve never had a good meal or experience there….and don’t get me started on the price.

On the whole, the golf is very good but be careful of their pricing. I booked onto one of their courses for 3 people and tried to add a fourth a week later but they tried to increase their price for the fourth person based on demand (despite not selling the fourth spot!) and there was a very ‘computer says no’ attitude to their customer service! I asked to speak to the manager who was of course unavailable and didn’t call me back.

There are plenty of other good hotels and golf courses in the area and I would recommend going elsewhere.

Room was upgraded so very nice. Black tie evening - food was very slow and very disappointing - no choices drinks app didn't work and drinks very expensive - no music until 10pm Staff were lovely. Breakfast was excellent. Parking fees of £20 extortionate

Stayed at resort many times and always very pleased with hotel and staff alike.
This time, despite the room and facilities being v good, the customer service is atrocious. Emailed 4 times. Generic response re will answer in 7/10 days. Didn’t.
Complaint re my daughter getting food poisoning and me getting pinged by Nhs app as masks were not enforced in public places or bars/restaurants, before sitting down. This was a gift and I am appalled at NO customer service, once money has been taken.

I booked for Sunday lunch for my 21st Birthday, which they cancelled two days before as they had a bigger more important function... I had already paid for invitations, new dress, jewellery etc. Nevermind... except I've been ringing every week for a month now and they still WON'T RETURN DEPOSIT. Like other reviews kept being told they will ring back and never hear from them again. Seriously unimpressed when they cancelled on me!

If I could award 0 stars I would. Impossible to get hold of anyone and when you do they just transfer you back and forth agents and the restaurant. After being stuck for almost 2 hours in traffic trying to get to afternoon tea for my mothers birthday I was informed if I could not get there within 10 minutes of the time I booked there would be no table for me. But the voucher I had would be valid for 1 year so just rebook. Not helpful for my mothers Birthday celebration that day. I was then on hold for ages for Marius the restaurant manager to really miss the entire point of my complaint. Getting refunds for the voucher is impossible and I for one will never set foot in the hotel again.

Edit:
The restaurant manager Jessica reached out to me about my complaint and was like a breath of fresh air. It was really lovely to receive her phone call and an apology. We were also given the opportunity to come to the restaurant for buffet Sunday lunch to make up for the poor Birthday experience. It was lovely and my mother did enjoy it. I have revised the rating based on this experience.

My wife spent almost 50 minutes on the phone before finally getting an answer, we wanted to book a room and a restaurant with the voucher my son had bought us, no such luck as they have no rooms available and cannot extend before the voucher expires. They obviously sell the vouchers willy nilley and have no commitment to try and honor them as no doubt they are charging higher prices post Covid.
Very disappointed to say the least!!!!

Still unable to contact anyone at Celtic Manor - by any means at all!! No one answering any phone number we call, regardless of when you call and no one answering emails many weeks after sending them. I posted a negative review on Trip advisor and it was quite obvious that no one at Celtic Manor read it as I had a bog standard reply thanking me for my visit ( which hasn’t happened and I am still trying to amend!) and informing me that my review will be passed on to the relevant team, which it obviously wasn’t! This is the absolute last time I or any member of my family will ever book anything at Celtic Manor again. We used to be frequent visitors, but never again! Customer service is non-existent!

What cowboys.Need to cancel a booking yet nowhere on website or confirmation does it tell you how.
Clearly they don’t respond to telephone calls and email contact form response says they hope to respond in fourteen days.
This is not a business worth dealing with , utter cowboys.

Just had overnight stay at the Celtic Manor for our granddaughters 6th birthday. I would like give Gaynor a special mention in the Olive Branch restaurant. She was so helpful and went out of her way to organise a birthday cake with chocolates and a candle for Valentina’s 6th birthday. Thanks for a memorable day.

We were bought vouchers for a romantic stay with dinner as a Christmas present by our son. Then came covid. The hotel extended the redeem date to the end of November 2021. When we tried to redeem this voucher, we were told there was one night still available which was "tomorrow" night and unfortunately not suitable for us. The problem with buying vouchers is that no matter how many they sell, there are a limited number of rooms available on any one night when you can use your voucher regardless of how many rooms are available. We checked room availability and there are plenty. As they do not limit the number of vouchers they sell it's a simple calculation that some people will be unable to redeem their vouchers and will lose them. This is unfair and dishonest. Shame on you Celtic Manor. Buyer be beware.

This is a hotel relying on its history and 5 * rating that is in need of a serious refurbished. Rooms are tired and dated, mould in the shower and yellow dirty grout, damaged bedsheets, light not working. Come on for £300 a night I would expect none of this. Not the hotels fault but young children playing football in the corridor and noisy parents early in the morning with no respect for others. Ate in Steak at 6 and had an excellent meal, service and food good. Breakfast good too. We won’t be returning- found it very disappointing.

Booked an overnight stay with dinner and breakfast to mark our wedding anniversary; arrived on 25/09/2021 and the horror began. On arriving at our "Resort Deluxe King with Balcony" room, there was a sticker on door suggesting room has been cleaned and checked.  I proceeded to the bathroom to wash my hands and straight away thought the Elemis soap box looked odd, as if it has been sprayed with water. On opening of the box, I noted the soap had been used already. There was what looked like a scrumpled leaflet in the soap box which I thought unusual as I've come across this brand in hotels in the past and never known them to contain information leaflets. On closer inspection and to my outmost shock, I discovered the paper was an empty sachet of the diarrhoea medication Dioralyte (see picture).

We immediately attended the front desk to report this and request house keeping go over the room again to ensure sanitary conditions. The guy at the front desk (Moreb) apologised and put the situation down to "other guests playing pranks", which in my mind is such a flimsy excuse, house keeping had placed that box of soap nicely on the stand, surely they would have noted the box was wet and deformed just like I did on first sight.

Anyway, Moreb assured us that he would send house keeping up to clean again and we went off to the bar to while away time and even incorporated a walk to give more time for the cleaning. Two hours later we returned to the room to find that things were still as we left them and no sign of anyone attending the room. A second trip down to the front desk resulted in more apologies and an upgrade to a "Signature" room. Am glad to say there was no diarrhoea paraphernalia encounter in this room but I fear the conditions were  appalling nonetheless; the toilet had very obvious filth and grime below the water line, the expresso cup on the stand was also filthy (see pictures).

It was all such a let down but we eventually found out that our experience was noting compared to the possibilities in this dated hotel. On the lift going for our dinner at the Grill restaurant (which we could not fault by the way - excellent food and service), we met a woman who I believe out of frustration started to narrate her unpleasant Celtic Manor Resort experience, informing us that she was in the process of changing rooms as she had found...wait for it... a "MOUSE" in her "Signature" room and have spent the last hour with the maintenance man trying to catch the animal. Naturally, we shared our own bad experience but quickly conceded that hers was possibly more nightmarish than ours and wished her better luck with the new room.

We are not fussy people at all, if anything as working class couple, my partner and I will rather be accused of making excuses for people's short comings or that of services, but there is no excuse whatsoever for the shortcomings we encountered at the Celtic Manor Resort or the shabby way the staff treated the complaints. Additionally, whilst at breakfast, I placed my hand under my chair in a bid to pull chair closer to the table only to be poked by what I soon discovered to be a rusty nail (luckily it did not break my skin). I pointed this hazard out to one of the staff asking for a different chair and advising the damaged chair be removed from the dining area as children were about and the exposed nail not only presents risk of injury but that of infection due to the rusty state of the nail. Guess what he did? He replaced my chair and I watched him take the damaged chair away and place it at another table, terrible!
To make matters worse, we returned to the room after breakfast (1hour before checkout time) to find that the maid had been and prepared the room for next guest. She attended the room to ask us not to use any of the supplies she had placed in the room despite us pointing out she had no buisness preparing the room for nect guest when the room is still legally occupied; though not quite sure she grasped the point.

This hotel in my opinion is just a hype and riding on past glory. How it can be classed as five star is beyond my imagination (actually not quite as I can clearly imagine corruption in high places). I like to travel and have stayed in a lot of hotels of different standings and this is by far my worst experience, such a let down. The golf course is nice obviously but in the future I think we would rather stay at the Holiday Inn close by and book a meal at the Grill rather than experience this horror called the Celtic Manor Resort.

I don't usually get to writing reviews but this was such a nasty experience that I felt I owed it to the public to warn them not to waste their hard earned resources on this place. We left all the gorgeous hotels in Cheshire and travelled all this way for our anniversary only to be met by substandard service of the worst kind - poor hygiene. Shameful!

Appalling service.Tried to make booking for their sister restaurant ,did so online but found out restaurant is closed at present.We could easily wasted a journey on day in question.
Impossible to get through on the phone or to have the facility to email.I've been on hold for so long I gave up.
What has happened to this organisation???

Extremely poor customer service from booking team. Basically they do not care!
I purchased a voucher in January 2021 to stay at the hotel on a Friday or Saturday night. (Paid extra for the 7 day voucher).
I have been trying for over 4 months and over 100 website visits to book and use the voucher with the website consistently stating ‘no availability’. This is vey annoying as rooms have been available for non-voucher guests.
Even though the Celtic Manor continue to sell vouchers, they only allocated a very small number of rooms (if any) for previously purchased vouchers. It is impossible to use them.
It is also almost impossible to speak to a member of the booking team unless you are prepared to wait 30 minutes plus. Email contact support is replied to within 14 days!
When I finally spoke to a booking team member, his only suggestion was a refund.
Over recent years I have stayed at the Celtic Manor Resort 6 times, and also suggested the resort to approximately 30 business colleagues who have stayed and some also played golf. I certainly won’t be staying here again or suggesting to any colleagues in the future.

Absolutely no level on customer service or regard from the booking team. I got the impression moral is extremely low and they just don’t care.