The Malvern Spa Reviews 47

I had a lovely day at the spa with an amazing full body massage by Charlotte C. The food and spa was lovely the only niggle was that other guests left their towel on the outdoor sun loungers when they were not using them, which is unfair on the guests. I feel like the hotel should police this.

My review is based on some 2 years' worth of membership of the spa and gym facilities but also over time, of course, reasonable use of the bar area and dining room. Historically as a business owner until January 2018, I also supplied the hotel with party products and balloon displays and would be pleased to recommend the hotel to other suppliers. The staff were a pleasure to work with and prompt payment was always made to my business. As a regular customer and now, in these challenging times of Covid, I want particularly to commend the Malvern Spa for their rigorous attention to hygiene and high levels of customer service. Staff wear PPE, temperatures are taken, sanitizers are in evidence everywhere and one-way systems are in place. This means that the Hotel and Spa remains a relaxing and care-free environment and this, allied to the exemplary and attentive customer service by all staff leads to a quality customer experience. Recently my husband and I chose to have a true 'staycation' - remaining locally and using local restaurants and pubs to dine at for 10 days. I have to say that the Malvern Spa provided us with one of our most delightful, delicious and comfortable dining experiences of our entire holiday.

Really poor customer service on a number of occasions. Over the last month I emailed twice about a voucher that I had bought before the pandemic but each time got no reply. The only reason I have used the spa (which is lovely) was because I had been gifted a spa day. Previously (as in before the pandemic) I had left voice messages on answerphone when there was no reply from reception and again no one ever came back to me. I even rang through to the restaurant and got no reply and again left a message enquiring about a reservation and yep you guessed it got no reply. The level of service does not match the spa and it’s lovely surroundings which is a shame as service is just so important!

The 2 aloof pretentious people who interviewed my partner obviously have no PR skills at all!
Thank goodness they never offered the job because it would have been declined.
No wonder the staffing levels are high and ‘like a revolving door’
The 2 investors need to try their hand at maybe stocks and shares then at least they can be free of having to converse with members of the public or people directly, it’s obvious they lack skills in this area or just trying to be important by being so rude and obnoxious! I would not be a paying customer at all!

Last year I tried to make a reservation for the restaurant. The phone line just rang out an eventually went to answer phone. Despite leaving voicemails on two separate occasions i was never called back. More recently I tried calling to make a reservation on behalf of a colleague who wished to stay over and again the phone rings and rings then goes to answerphone. Left a message asking for a call back but guess what? No call!

My wife has been going here for many years and would always recommend it to people. However she has just spent the weekend there and everything about it, bar the treatments has diminished. Quality of the food was very poor for dinner and all dried at breakfast. They tried adding money to almost everyones bill on departure claiming treatments are more expensive at weekends, yet they added it to my wife's bill but not here mothers who also had treatments. Every single person was querying their bill at check out. Lots of drunk people around the pool as if on an 18 to 30 holiday. Lots of the extras that used to be on hand are no longer. They are still showing views from the hotel where a premier inn has now been built, so there are no views any more. Will never go back!!!

After spending over 45 minutes on the phone waiting to be answered (I'm not joking) although they do give you an option for a call back. I was called back 7 hours later. I asked to book their advertised spring spa break at £99 per person. I wanted to go on the 29th April. To be told it is only in the week. It's in the terrns and conditions. I told her to look on the website herself and find where it says this. She agreed there is nothing to say this. VERY misleading and disappointing. Lesson to them. Make sure you check details before going live.