Dunstonhallhotel Arvostelua 

At check-in, I was not provided with the correct information or the robes for the Spa Break I had booked. When raised the duty manager offered two complimentary drinks, which I appreciated, but this did not resolve the underlying issue.
The room itself was cold on arrival. The radiator had been turned off in the room. Heating was only restored at 9:30pm when a member of staff visited and advised that the radiator had been turned off. In addition, the bathroom facilities were unsatisfactory:
•     No working lock on the bathroom door
•     Mould visible near the bath corner of the shower
•     Bath plug not draining correctly, leaving water to accumulate during showering
•     Sink plug not attached
•     Exposed copper pipework, which raises health and safety concerns
While the spa treatment itself was excellent, the pool was so cold that it was uncomfortable to remain in. The changing rooms were also cold, and there were no cups available at the water dispenser.
The dining experience was mixed. The evening meal and breakfast were enjoyable, but the dining area itself was cold and cobwebs were visible on the wall lights, which detracted from the atmosphere.

I gave a pre authorisation on my card for a hotel stay on 10th Dec. I am now in a position where the hotel bill has been double charged to my card. The hotel duty manager has tried to convince me that this is the fault of my bank. This makes no sense and although it is probable that this pending transition will be returned to my account, it has resulted in significant inconvenience. Furthermore, the hotel room was tired and dated. No plug in the sink, poorly lit (no overhead lights) in main room. Filthy ironing board up against the wall. For the price of £172 per night it was extremely poor value and standard

2 positive’s are that our bed was very comfortable and all the staff are very polite and helpful.
Now the negative Outdated which is expected as it’s an old building.
Rooms Not clean in my opinion ( I will add I am extremely over the top with hygiene so if you are too you will notice the things I do)
Too many children in the hotel if you want complete peace you won’t get it but fine if you have kids and want the use of the spa.
The spa is not the cleanest, also too busy as you have to dash to get into the jacuzzi. Also kids playing in the pool so not a relaxing spa.
Breakfast everything you could want is available but just basic not anything special.
We won’t be revisiting.

We were a party of 3 adults in two rooms staying for three nights. We were very happy with the quality of the rooms and in particular with the beds. Having had 2 evening dinners, each person thought the food was very good. Service at the first dinner met all expectations. However, service on the second dinner was less so - service was slow - we were in place for circa 2 hours - and my wife requested wine which turned out to have a white feather floating in it that had to be pointed out to the server and so had to be replaced. With regard to breakfasts we arrived circa 8:30 am each day and the writer found on each day the fried eggs were almost cold. This was presumably because the food trays did not get checked by staff often enough. The quality of the other breakfast items was considered good. Now - the downside re our stay. We initially booked on a B & B basis . Before leaving home we decided that on the arrival day we would have our first in-house dinner and reserved a table for 6:30. Again - before leaving home - we received an email from you inviting us to have a second dinner with a 10% discount on the entire bill so we reserved a table for the third night expecting this offer to be honoured in due course. When we arrived on the Monday we brought the two dinner bookings and the expected discount to the attention of reception. We were told that this would all be applied at check out. However on the Thursday morning we found that it had not been applied. We raised this issue with the then receptionist who blamed us - pointing out that it was in the "small print" (her words) that we should have told the server at the second dinner. We pointed out that on arrival we had discussed the matter with the then receptionist who had re-assured us that the discount would be applied at checkout. We assumed that this could be corrected at checkout i.e. with that receptionist. We received an immediate refusal. As she was not to be moved the writer told her that the matter would be addressed on our review. This cast a shadow on an otherwise very relaxing break.

The building, grounds and the excellent staff make this a place we look forward to returning to time and time again.
The staff on reception are absolutely brilliant
We are so happy we can take our dog too!
If people want new carpets and updating to the building …they will pay for that in the prices.

Great 3 night stay at hotel meals were lovely fantastic service from Ellie always happy and smiling golf course was lovely will definitely be going back

Room had mould in and not clean. Spa was dirty and allows children in the pool area which makes it not relaxing at all. I got hit with a ball as some children were playing a ball game in there. Would not recommend.

Went for afternoon tea to celebrate friends birthday. There were quite a large party of us so we were sat in one of their function rooms. This lacked any kind of character and was looking very much in the need of a lick of paint. The servers placed a pot of coffee on the table, in a teapot, followed by a pot of tea. I poured a cup of coffee as the teapot had already ran dry as it only seemed to hold enough for three people to have a cup of tea. The coffee was a lot like pouring tar. It was so dark and strong. I did later see one of the servers making the coffee and it was seemingly just a lot of coffee sachets poured into the pot! The food was very subpar for the price paid. There were four different sandwich flavours however not enough for everyone to have four. The cake selection was pleasant however it was incredibly cake heavy. There needed to be another savoury item to balance out the four cakes and sweet scone. Suffice to say, I won’t be returning anytime soon. There are far more places that do a far superior afternoon tea for a lower price.

We booked for a 1 night stay just to have a relaxing night away. We arrived at the check in time and there was a huge queue as a lot of the rooms weren’t ready. The staff at the desk were friendly and we weren’t too bothered but many were annoyed. The room was nice. The spa is a bit of a mission to get to and you have to walk through most of the hotel and past the reception area and restaurant. It’s an old building so they can’t help the layout I suppose. We had a nice meal in the restaurant and the waitress was lovely but, we were charged twice for our meal, it was like pulling teeth trying to get this resolved, the first phone call informed me I needed to email the accounts team which I did, I didn’t receive a reply so I called again and I didn’t get much help. I ended up having to get the money back through my bank which took over 2 weeks

Stayed for one night & made the mistake of booking an evening meal in the main restaurant. On arrival in the restaurant we were told that the kitchen was busy & many items had run out. The starters were okay but after waiting over an hour for our main dish the food was shocking, one dish luke warm & the other one seemed reheated. We eventually spoke with the manager who seemed rather junior & struggled to deal with a large number of guests complaining. We were very disappointed & unfortunately it ruined our evening.

Not even sure where to start with this review the service was shocking throughout the day! We arrived for afternoon tea which we sat waiting for a very long time! The sandwiches we literally 2 fingers each which consisted of an egg mayo and then a cucumber finger sandwich! Not even cream cheese or anything else in with the cucumber! We then waited a good 20mins before being served our sweet part of the afternoon tea. We asked for a flat white each and then 15mins later the server came over asking if we’d had these well obviously not! She then asked another girl in the back where they were to which she replied at out the front as she’d put them by the bar atleast 10mins prior so these were then Luke warm we basically downed them and left! We could hear other ppl asking about their deserts to as they had treatments booked and the servers would say they’d have to come bk after the treatments. Wasn’t as though it was busy in there either but obviously staff need more training on customer service! We shrugged this all off at first as our son had brought us a package deal £266 for a hotel stay with afternoon tea, dinner and breakfast and a 25min treatment each so held out even though at this point I wanted to go home. We then went in for our treatments couldn’t fault the ladies that done our scalp neck and shoulder massages they were polite. We then headed to the spa but the hot tub was pretty cold and the pool was freezing so we chilled bk in the room instead. We then got ready for our evening meal in the restaurant once seated we wasn’t offered any water unlike other tables that had it still this was no big issue. The server then proceeded to say there’s a couple of food items we don’t have and as he started listing these he may aswell said they pretty much have nothing other than a couple of dishes! We then ordered fillet steak although it’s not what we really wanted when this arrived we had to get the server over to get us salt and pepper as wasn’t offered any of this prior! I’d asked for thick cut chips rather than french fries but no big issue I let it go over my head! Our steaks were supposed to be medium to well done my partner cut into hers first and it’s was so pink and fatty in the middle that’s not how she asked for it to be cooked! I shrugged it off as at this point I was very hungry but then cut into mine to which blood was coming out of it and looked so rare inside that’s not what I’d asked for either! Very very disappointing I expected more from a hotel and spa like this! We complained didn’t eat the food went and packed our luggage spoke to reception who offered us a free complimentary stay I mean I appreciate the gesture but if I’m not going to stay tonight why on earth would I come bk! My son made the effort to book all this for a Xmas present and we booked a couple of days off work too and felt stressed the whole time we were there! Will never recommend to anyone and will make sure we put everyone and anyone off! We are now going through to get a refund and hope others read this before paying out to stay there! I had better service in a premier inn I stayed at a few wks ago and barely see the staff there says it all really!!

Tried to talk to them about a booking I had made on line. So far I have been on hold for 1.5 hours. Apparently they are really looking forward to talking to me and appreciate my patience

The refuse to refund me even

We had a lovely stay at this hotel, but what was really the "icing on the cake" was the fantastic meal we had, in the restaurant and the fantastic service we received from Grace L, our waitress, she was charming & sweet, and went above & beyond to make us happy on our Wedding Anniversary. We will return

Arrived to a long queue at reception but no apology or acknowledgement. No information from staff about restaurants or deals or info that all restaurants were busy with Xmas meals. The Lounge bar did some really nice meals and the Cheeseburger was excellent as well as the Sticky Toffee pudding. Even though we had quite a few drinks we had to take them to the table in shifts with no waiter service which we found strange at a 4* Staff not overly friendly either.

The pool and Jacuzzi were great though again not much information about it from staff.

Breakfast was more like an upgraded Premier Inn with buffet style. Not enough changing on dishes meant Luke warm food and waiting. One drinks machine wasn’t working which meant long queues. Having said that the food was nice.

All in all if your after a 4* this definitely isn’t but there are some nice points.

First impression beautiful hotel how ever ,food portions and quality were below standard for a 4 * hotel and served on dirty plates. Turkey was very dry , 3 x sprouts 1 stem of carrot, 1 piece of parsnip and 3 roast potatoes. Gravy had dried on the plate due to long standing on the service counter due to slow service. Desert was basic and served on dirty plates . Guest still eating starter whilst staff started serving 2nd course . Barstaff under trained and unprofessional.
Several times we had to wait for fresh glasses, We doubt we will use this venue again. DJ had no interest in the current audience and only played his own music disregarding people's requests. No festive songs played what's so ever. I do not recommend this hotel venue for a party /function.

honestly the staff are on the ball and pleasant and the food when dinning in was really enjoyable for myself and my girlfriend for our first anniversary. but when weddings are on they overflow the common bar and make it almost impossible to order a drink and food without telling bar staff on 2 occasions that you were first to the bar. I personally was comfortable for my girlfriend to approach the bar and order food expecting the staff to be fair in who they serve in order. but sadly she came back to the table unable to be served and I personally and to use my size and stature to get to the bar and speak kindly to the bar staff about getting our order sooner rather then later. the hotel is okay personally the room are over rated and a bit over priced with my experience in staying in quite a few hotels. only really chose this one last minute because it was local but would rather stay home in future.

If you stay at Dunston hall they will leave you complimentary dirty underpants, socks and dried contact lenses on the bedside table!
you will also receive hair in your breakfast!

Compensation - £50 Voucher to come back!!

They have refused to refund me fully and after a long drawn out emailing battle they have agreed to refund £50 to my bank -
I’m still waiting for this to be refunded.

I arrived at the Leisure centre and clients had left the female changing area with wet towels on the floor and rubbish on the floor. Jack and Harry were on duty and cleaned the area really well and left it spotless. Thank you to them for caring so much.

My wife booked this fine hotel, however the prices she agreed on the internet appeared inflated 2 weeks later on arrival. The meal deal appeared to be more expensive and this alleged "wedding" venue failed to deliver a £50 bought (internet price) bottle of Moet in the room on arrival. So to recap failed to honour prices on arrival and could not buy Moet except on a by the (sherry) glass price. Suggest the local hotel team & the internet marketing team talk about what deals they agree to offer and honour them rather than abandon them. In my book a Wedding venue not being able to provide a bottle of champagne for a special occasion is pretty poor. And when I left the Hotel tried to charge us for the bottle of champagne they failed to provide. The girl on the desk on checkout could not believe they could not honour the bottle of champagne for our special occasion.