lionquays.co.uk Recensioni 

Many of the facilities in the spa not working. Hydrotherapy pool was cold. Asked to resolve this and nothing at all, zilch. Was offered a free day to return and use the spa , but even for free I would not use this place and will not be accepting the free day pass, even for free its a waste of travel and time. Find a better place, it used to be good here but it's had its day.

Went on a 4 night break with Shearings. Supposed to be 4 star quality. Mis-representation. Looks great when you approach, but food quality was poor. Main cousre offered included Sausage and mash, burger & chips, fish & chips, noochy. Food was cold by the time served. Had to go to bar to get drink, no table service.
No decent lounge area.
Bedroom OK, but shower room very small. Handheld shower didn't work, never fixed.
Only good thing about the place was pleasant staff.

Went for aftertea yesterday 14th august 2026.the greeting was not good we were put in a long corridor like room with a stickey table nomusic table not goodjust bare.instead of pot of tea was given mug of coffee which was cold.and the food well theres no words its the worsed place ive ever been to.no savaroy foods just one and half sandwiches .cakes were that small and stalle scones burnt.clotted cream /jam still in plastic containers.for the price and two people not good very poor.we left within 20 mins of arriving.a refund should be offered.

Arrived at the hotel for a two night DBB ( costing £310). After checking in we arrived into our room. This is when this review takes a nose dive and with one thing after another. I would never return back.

Bedroom :- Very dated and unloved. We noticed the offensive smell soon as we walked in. There was no air conditioning in the room ( the vent was filthy and extremely dusty, please see attached photos). A small fan on the bedroom side which was filthy and stopped working during our stay. Pillows on the bed were more than useless and had to phone down for another fan and extra pillows. A massive crack in the sink in the bathroom. Curtain pole was cheap looking and hanging on by a few screws. Stains on the bedding. I was so disgusted by how grubby the room was, i headed down to reception to ask for a refund or change of room. The receptionist was really good and couldn't apologise enough and offered us another room. On first sight it was better, least the smell wasn't there. But it definitely wasn't a
4 star hotel more like Crossroads Motel.
TV in bedroom is so old and hardly any channels on it. The balcony is rotten with the paint peeling off and wouldn't feel save standing on it. The bathroom is very compact and very little room to move about, the shower had mould in it.

No fridge in the bedroom. No facilities in main hotel to offer water. Especially when it's needed in a heatwave. When you walk in reception you can smell which is offensive, i noticed several other people complaining about this too.

Arrived at the Waterside Restaurant for our evening meal. Requested fish & chips off of the menu, a hand full of chips which were so over cooked and hard and the fish tasted like it had been cooked in old oil and had a vile taste to it. No members of staff asked if we were satisfied with the food.

2nd evening we had gammon steak ( which literally had no taste to it and looked very bland, but the chips were better. The most tasting thing on the plate were the pea's. The waitress did ask if we enjoyed the meal. Which i replied my above answer and she said she would inform the chef. No more was said.

Breakfast was ok, buffet style. Sausages aren't the best, but bacon was nice.

On the second day we went to the Spa and went swimming. The changing rooms were dirty and very dated . Some of the lockers were broken. The seating area by the pool some of the seating were broken. Chlorine was so strong in the pool that my eye was stinging. Tiles in the showers were broken. There were random buckets in the changing rooms on the floor to catch drips from the ceiling. The ceilings looked like they were ready to fall in and the only thing keeping them up was the mould. The overall maintaince of the hotel and Spa is none existent, definitely needs to be looked into. It's such a shame because this could be a beautiful hotel/spa.

Would i never recommend anyone to stay here... definitely not. don't waste your money and stay somewhere nicer and possibly cheaper. Feel like i've wasted £310

You have been warned!!!

I am extremely disappointed with my stay at Lion Quays over the bank holiday weekend. I booked this for a 40th birthday celebration, but the experience was a letdown from start to finish.
I specifically requested alcohol-free prosecco in the room as a special requirement. Despite this, I arrived to find alcoholic prosecco waiting for me. This was a massive oversight for a milestone birthday.
The facilities were a total failure. None of the spa facilities were working during my stay, and I have evidence to prove it. To make matters worse, the extractor fan in our bathroom was broken, and the Wi-Fi was non-existent in our room.
The room itself was another issue. The photos online showed a large, spacious area, but we were given a tiny room that looked nothing like the advertisement.
When I complained, I spoke to the manager, Sarah. She promised to "sort out" a special complimentary dinner to make up for the issues. However, the staff were incredibly rude, and absolutely nothing special was done for us. It was a completely empty promise.
This was supposed to be a special 40th birthday, but it was ruined by poor maintenance, incorrect orders, and dismissive staff. I would not recommend staying here.

This place has been progressively going downhill for years now. After a recent visit I’d say it’s now in its final stages of managed decline. The spa is now barely functioning, with more things broken than working. On my visit the mood lights were broken in the spa pool area with the main overhead lights on instead. Workmen wandering around trying to fix things. Not relaxing at all. Of the 3 showers in the spa area. None were working.

I’ve persevered with this place for many years but it’s now got to the point where it’s completely done. I’m out.

Have emailed as I complained when leaving and was told to email with no response!
We stayed as part of a wedding party on Saturday night we booked a double room with a single bed for our daughter the double bed was two single beds pushed together which wouldn’t have been a problem if they were the same height!! Also the towel rail in the bathroom was disgusting covered in mould and so was the corner shelf in the shower not acceptable for the price we paid absolutely disgusting. Customer service is absolutely shocking not heard a peep off them and emailed them as soon as I got home.

Absolutely awful, avoid this place at all costs!

Seriously the worst spa Ive ever been too by a country mile. Nothing works.

Saunas are all broke, no steam room, gym is disgusting. The changing rooms are a joke with all the lockers not even working

Im a member and the water and showers being constantly off due to issues they say is becoming a complete joke. This is happening on a regular occurrence now. My membership is nearly up and i’m looking elsewhere to join up because I am definitely not getting my moneys worth here.

I rejoined the country club having had an 18 month hiatus due to injury. This was such a lovely place when I first joined in 2017 sadly it’s gone down hill. Pool water is cold, jacuzzi not working, steam room not working sauna not working. There is an area in the gym sectioned off surrounded by tarpaulin type covers due to a leak. It’s been like that more than 6 months. Showers and changing rooms filthy, toilets out of order. One of the two sets of main doors have been out of order for 2 years 🤷‍♀️I paid up front for membership £645 for a year, but unless they sort out the mess it’s become I will not renew. It’s pretty disgusting in all honesty which is sad.
I would like to ask the owners why they have let it become so rundown. It’s not fair on fee paying members. People on spa days have expressed their disappointment about it.
Time to sort it out!!

Cons
Spa facilities were average, pool was freezing, three of the facilities were out of order. (Sauna & steam rooms) Residue and mould on shower facilities, every shower in the spa was freezing.
The hotel room smelled like urine, bathroom was dirty and smelled like it hadn't been thoroughly cleaned in months. I wiped water up off the floor after a shower and the tissue was black. Clearly the floors haven't seen a mop in months. (Bring shower shoes)
Funky smell in all the corridors.
Key card didn't work after returning from the spa. Although this was rectified quickly.

Pros
Breakfast was okay, plenty of options.
Breakfast staff were helpful in terms of allergies.
Lady on the check in desk was lovely, helpful and friendly.
Man on the spa desk was helpful and friendly.
Overall wouldn't recommend, save your money.

My husband booked this for my birthday.

Issues:-

Thermal spa door broken so anyone could access this area

Hot tub had no chemicals in and had sand in and was cloudy

Shower temperature thermostat broken so couldn't have hot shower

Random strangers accessing the rear of our private suite whilst we were in the hot tub!

We complained the following day no one around when we were leaving.

Customer service Kirsty Hughes was passive aggressive and very rude in her response to complaint

Do not waste £400 unless you want to be disappointed

Nails only lasted literally a few days before chipping and one totally coming off altogether. Manicurist stated that they should last 3 to 4 weeks. I contacted Lion Quays and their response was that I had the treatment on the 19th December and the wear & tear was normal and that gel polish was not guaranteed to last beyond 7 days. I reported it to them on the 29th December after deliberating for a few days as to whether to bother to approach them and they responded to me on 31st December. I will not be returning.

I have subsequently had a further reply basically reiterating that Gel nail treatments are not guaranteed for longer than 7 days and that I am barred from the Lion Quays and will not be welcome to book treatments in future. Lovely people.

Booked with Lion Quays with Jordan Vincent - Spa Indulgence Afternoon – Weekend experience.

Unfortunately, my experience did not meet the expectations set by your website and confirmation email. Upon arrival, I was informed that my booking was not on your system and had to be manually added on the day. This caused some confusion and did not make for a smooth start to what was meant to be a relaxing visit.

Additionally, the Halo Room, which was featured on your website and in promotional images, was out of order due to maintenance. This was particularly disappointing, as it was one of the main reasons I chose to book with you. I was not notified beforehand that this facility would be unavailable, which I feel should have been communicated to guests prior to arrival. It was my auntie’s 60th birthday and the table wasn’t set up, the “cake” was actually the shop muffin also.

As for the water stations, I had to repeatedly leave the thermal area to refill my water. Regular checks should be part of the spa’s service, especially during busy periods, I feel that This is a basic operational standard that should have been monitored, particularly on busy days.

Our massages ran late, and therefore stayed longer than expected.

The response from the Lion Quays manager: “ Regarding the water stations, these are connected to an automated dispenser and are checked regularly by the team throughout the day. On particularly busy days, the water may deplete more quickly, but had this been mentioned to staff at the time”
“ we firmly believe the guest received good value for money. For these reasons, we will not be offering any further compensation on this occasion”.

Which I think is wrong, a partial refund shouldn’t be an impossible request.

Whoever is thinking about booking through Lion Quays, please type in Lion Quays complaints in google, the list is shocking! Never will be booking through Spa Breaks again after no particular refund was considered.

The other trust pilot reviews speaks for itself.

Absolutely shocking ! Dont bother worst experience ever i had a voucher bought for my special birthday the spa was awful no instructions with the thermal experience hotel room had to change next room still no good emailed the resort I had to chase them their answer was cause it was a third party voucher I had to report to them the complaint was with the resort DONT WASTE YOUR MONEY !! awful customer service @

I booked this spa weekend as a surprise for my partner’s birthday and called a week ahead to arrange a birthday package. They confirmed a birthday plate would be waiting in our room on arrival — it wasn’t.

From check-in, things started off poorly. While the man at reception was polite, he seemed distracted and looked unprofessional — his uniform was stained trousers and shirt and his focus wasn’t on us. He mistakenly charged me for one night instead of two. I corrected him (regretfully), paying the full £308. He vaguely pointed us toward our room but forgot to give the keycard until I had to ask for it.

Walking to our room, the corridors reeked of fresh paint due to ongoing work. Once inside, there was no sign of the promised birthday plate. Later that evening (around 9pm), I went down to reception to ask about it. He checked the room list and saw it was on there but just shrugged and asked, “Do you want it now?” It was 9pm — far too late. The moment had passed.

After properly inspecting the room, I made up my mind to check out early and request a refund for the second night.

- toilet roll holder broke or not attached
- grubby bath mat just rolled next to the toilet
- no shampoo or body wash bottle worked at all
- shower curtain had mould growing on it
- rails in the bathroom rusting
- god knows whats happened to the radiator
- stained walls and doors
- Wallpaper and ceiling peeling, with scribbles on it
- Yellow sticky residue on furniture
- Dirty view of mould-covered air-con units
- Balcony door wouldn’t close properly

(Photos attached if this is going on a platform that allows them)

The next morning I demanded I wanted to check out and a refund for the day I wasn't staying, to be honest the lady behind the desk did not make an issue of it and was really nice and agreed to the refund of £167, its now been a week ive phoned and emailed twice and no one has still got back to me to confirm when this refund is happening.

I didn’t even bother using the spa — the state of the room was enough. I wouldn’t pay more than £60 a night for what we experienced, and certainly not £308 for two nights.
whole experience very disappointing and just embarrassing for me, my girlfriend and wrecked her birthday.

*Update 14/08/24
Even those lion quays has replied on here to my review, Ive emailed twice (no reply) been on the phone 3 times being told the manager will call me back still not heard a thing from him/her, its now been 14 days and still no refund, which today ive rang again to be told (not by the manager) the refund is in process and will take a 10 extra days, so that means no one has even bothered to process any refund till at least the 2nd time I called.

avoid this hotel, the manager does not care at all to take reasonability on anything or even have the decency to call.

We stayed at Lion Quays for our anniversary, expecting a relaxing break with decent spa facilities and a comfortable room. Unfortunately, what we experienced was extremely disappointing, from the condition of the hotel to the way my wife’s dietary needs were handled.

Room and Cleanliness
Our room was dated, with tired décor, scuffed furniture and a general lack of attention to cleanliness. The carpet looked worn, the bathroom needed maintenance, and there was an overall sense of the place being neglected. It felt more like a low-end chain hotel than a premium resort. Definitely not what you’d expect at the price point.

Spa and Facilities
The spa and pool areas were similarly underwhelming. All steam rooms were out of order. The large jacuzzi was lukewarm, not hot, and the ice room that is advertised simply didn’t exist. The facilities felt run down and poorly maintained, giving the impression they haven’t seen proper investment or upkeep in years.

Serious Allergen Failure
The most worrying part of our stay was the restaurant’s handling of my wife’s dairy intolerance. I flagged this in writing when booking, raised it again at reception on check-in, and made it clear to restaurant staff at both lunch and dinner. Despite this, my wife became seriously unwell after eating food that was supposedly dairy free.

She was served a soup, houmous, avocado pizza and a vegan cheesecake, all confirmed by staff as safe. Even the anniversary muffins placed in our room weren’t dairy free, despite our allergy notice being clearly logged. Something she was given clearly contained dairy, and the resulting illness was severe and distressing.

When I raised this with the resort manager, I was told there was no possibility dairy had been served, and it was even suggested that the cause may have been something my wife ate elsewhere. We had only eaten at the resort all day. To be met with denial rather than accountability, especially in a situation involving someone’s health, was incredibly frustrating.

Overall
I want to be clear this review isn’t just because of the allergy incident. The whole place feels outdated and below standard. It is at least a decade overdue a full refurbishment. The spa doesn’t deliver on what it advertises, the rooms are tired, and the team lacked the training and confidence to safely handle a very basic dietary request.

It ruined what should have been a special occasion. We won’t be returning and I wouldn’t recommend it to anyone, especially if you have any dietary needs or expect a quality experience for your money.

Avoid.

Absolutely the worst internet system ever experienced, so don't stay here if you need it.

Another absolutely fabulous stay at The Lion Quays ❤️ A lovely warm welcome from Laura & Charlee in the spa💕Laura heard me say to me husband I'd forgotten to bring my moisturiser and said "don't worry you can use some of ours, you use the Elemis Superfood range don't you" how lovely she remembered that from our stay in January!! 🥰As always our stay was absolutely perfect, relaxing in the thermal spa is total bliss and the Halotherapy beds are out of this world! On this visit we got to try 2 of the exclusive suites - The Harmonie Garden Suite and Damascena Suite and I can highly recommend these, absolutely stunning😍your own personal hot tub and beautiful platter of food & prosecco delivered to you for lunch🥂🍾Your own personal bathroom and treatment room within the suite. We also visited Cafe Ash and were welcomed by Ben who made a scrumptious mint hot chocolate which was paired beautifully with mint tiffin! Our hotel room was stunning and had a beautiful view of the canal. Our dinner in The Riverside Restaurant was lovely and Matthew was welcoming and friendly. It was nice to see Matt the resort manager helping out with dinner service - everyone here pulls together as a team and that is evidenced by their amazing retention of staff over the years we've been visiting💗 Breakfast is always a great array of choices and we were warmly welcomed by Clare and again later in the day at Nico's, checking we were enjoying our stay. Connor in the spa is a lovely friendly young man, collecting me from our suite for my Salt Flotation Therapy session - 30mins in that tank does more for my pain levels than the strongest of meds!! I followed on from that with a relaxing Elemis Pro-Glow Resurface facial from Sharmian, she was so attentive seeing I walked with a stick, offering me her arm and ensuring I could get on the treatment bed okay.
Our visits to The Lion Quays are not just about the amazing facilities but more about the warmth, friendliness and professionalism of every single member of the LQ team - they are our main reason for returning. A team who are so happy in their work, that many have been there over 15yrs says a lot about the leadership so a huge well done to Matt the resort manager and Colin the general manager!! You have a team other resorts can only wish for!!💓 I also realised when I got home that I had left behind my necklace - it was quickly found by the lovely Charlee and put in the safe to be collected tomorrow. Best Easter weekend in a long time❤️

‘Spa’ hanging on by a thread.
Listing is the easiest method of analogy for this Spa/ bush-tucker trial.

Changing rooms: Mouldy, lack of a/c throughout causing steam, excess heat, vapour and condensation everywhere! Too hot.
3/6 showers out of use, lavatories bunged up and locker system unnecessarily complicated, reminiscent of the crystal maze. Only made further difficult as most are broken minus ‘out of use’ signs -who doesn’t enjoy a guessing game when your spa clock is ticking.

Treatments: no clocks within the spa, and staff don’t come to find you. Again, guess!

‘Spa’: dark, dingy, predominantly broken equipment including 75% of the lighting within.
Two thirds of experience zones faulty.

•Steam room - lacked steam! So should be labelled just ‘room’, and also failed to have any form of light or guidance as to the seats, step and heated hot plate within- welcome to the danger zone!! However, it does have the aroma of sweat- so technically does tick the box for an ‘experience’. Just not one you would want or probably expect to pay for. Pitch black, sweaty cave, reminiscent of being down a rabbit hole or trapped. -Perfect for Halloween scarefest!

•Spa ‘sensory showers’ are in need of maintenance as the only sensation you have is from the shapes you must cirque-du-soleil yourself into just to get a semi decent rinse.
Try not be alarmed by cousin IT/ hair clumps behind you on the tiled walls -someone’s hair clearly left their follicles in utter shock from the place. Understandable!

•Central puddle/ pool area - poorly lit you find yourself wading directly into underwater walls separating the malfunctioning sections. The CCTV could probably go to ‘you’ve been framed’ and collect £250 for showing ‘zombie’ like figures in water, when in-fact it’s paying spa customers for a day of relaxation with their hands out trying to fathom their way around.

•Loungers - all occupied with damp disgruntled robes and towels. ‘Bring your own deck chair or lilo’ should be stated when booking. Headlamp optional but definitely needed! -don’t bring a book without one, unless reading braille!

Members area: at last a decent sauna, pool and steam- but not in the spa section you paid for! A jacuzzi with red lighting -looks like blood from afar! But doesn’t get better on closer inspection, the water is yellow (dread to think!) and only the far left corner jets work- which the gym members don’t want to share with spa payers so sit bubbling away like jaba-the-hut.

Heated swings - at last an actual spa-like room. Just 1.

Robes: full of holes, pulls, tears and tatty. One size supposed to fit all but clearly doesn’t. Unappealing colour and only suitable to be cleaned and donated to the dogs trust for the pooches to dry off after winter walks.

Slippers: flip flops for XXL men. Zero option for women other than to struggle as if they have skis on their feet or go barefoot. Additionally, evidently aren’t cleaned between users as still had previous persons foot imprint. Disgusting!

Spa desk staff: As a whole -rude, arrogant, obnoxious, antagonistic, lazy, poorly presented and generally lacking any remote pride for their role. Witnessing how others were spoken to and how we were addressed, lacks any basic level of customer service or any remote decency. Assistant manager and a larger team member are a disgrace to woman-kind never mind the company.

Food: wet left overs in the cafe, that spa guests must carry to the spa themselves. The facility does not own trays so, circus skills come in handy once more!
Sandwiches soggy, drinks selection poor, as are the cake options. Zero healthy or enticing items on offer and a strict spending budget from the spa day booked, making you feel like you’re on a budget holiday with the staff serving counting the pennies for you and announcing how much you have left to spend!
Do NOT ask for milk in your tea- staff act as if you have summoned them to personally go milk a cow out back.

Are you feeling relaxed yet?
-neither did we! Infact, we had paid for all the above!!