Carpet dirty with stains, ceilings had water stains and shower kept going cold then hot. Best thing was breakfast in the morning. I was placed in building outside and next to a baby who was 6 months old and cried all night my mum gave me as a present and what a disaster. Will not recommend to anyone.

The staff were exceptional Everyone engaged and extremely friendly Nothing was too much trouble

What a beautiful hotel and exceptionally friendly staff who were always so helpful Although we had a beautiful room it was fairly cold in there when we arrived, I mentioned this to staff who came to investigate and said they would see what they could do and pop back, a while later the radiator did start to warm up but was never piping hot, however it di take the chill off the room. Bed was super comfy Breakfast was one of the nicest I've had and Megan was very attentive Other than the room being a little cold to start with I fell in love with this place and if I'm ever in the area again I will certainly consider this hotel.

We end up not staying in this hotel. there was toe nail in bed, curtains not working and really too short for the window and the room was so small you couldn't walk around the bed. Try to get refund so we called the hotel number of times but we never get call back. Absolutely terrible and really disappointing.

Great visit , restaurant menu needs frequent change.

We had a lovely couple of days here with family. The staff are without exception fantastic- really helpful and welcoming. Can’t praise them highly enough. The building is lovely, with nicely decorated public rooms. We had a deluxe double and our adult children had standard doubles. Rooms were comfortable. Breakfast had a good choice and was included. We can’t comment on other meals as we didn’t eat there at lunchtime or in the evening. We enjoyed the spa, which was almost deserted on the Sunday late afternoon. Lovely experience overall and wouldn’t hesitate to return.

The room had no heating in there And the room was very dated

Great stay. Friendly staff and made us feel great. Room was lovely and relaxing. All in all much needed and nothing to complain about.

Bit bizarre ! Beautiful building and setting but some odd policies . Surprising that for a room over £200 per night and £75 a head dinner you pay extra for coffee.at breakfast . Not made clear so all a bit embarrassing to have a rather public discussion over your toast, seemed other tables similarly baffled and stony faced on leaving the table. Also came down at 9.45 for breakfast , told it was served until 11 . waitress then said we would have to pay ( we were bed and breakfast )as the chef had packed up breakfast things . apparently they had us down for 7am , although we were never asked. When we mentioned that she said that couldnt be true.and started arguing with us . Eventually front desk intervened and we got our breakfast with complimentary coffee ! All a bit Fawlty Towers . Could be really good under the new ownership but clearly the staff are under very strict orders on money matters which conflicts with an upmarket hotel , eg we forgot some sunglasses , they kindly said they would send them as long as we paid £3 postage . Aaron front desk was exceptional, as were some others so could be great but new owners need to see how other quality hotels treat guests and train and adapt policies accordingly

Check in was laborious and we were forced to book a dining time even though the hotel was empty. We weren’t allowed access to the spa as we had bought through expedia, this was reiterated over and over again Room was a good size but lacking a working fridge or anything special, bathroom was nice. Breakfast was good. Overall it reminded us of Faulty towers and could have been so much better

When booking with tesco clubcard you can't use the spa unless you pay extra on arrival. We were in room 20 and the music from the spa was on from 8am to 9pm and could clearly be heard in our room. We asked if it could be turned on at 9 when the spa opened but it still came on at 8. The outside spa area was right outside our room so you can hear everything they were all saying over the noise of the hot tub. The food was really good and the hotel was clean.

The property is characterful and attractive. We only stayed one night and would have liked to stay longer. Staff were friendly and kind. We were upgraded and the room and en suite facilities were lovely and befitting a grade II listed building. Only downside was the weather was a little inclement and we struggled to get our room warm.

We enjoyed our stay at Charlton House Spa Hotel. Friendly & helpful staff. Comfortable room & excellent breakfast. We didn’t use the Spa, but loved the Elemis toiletries. Unfortunately we had difficulty getting the shower to right temperature and it was awkward to get in & out of.

Very warm welcome and helpful staff.

Comfortable and spacious room with lovely outlook. Public areas clean and airy. Food OK but less choice than the sample menus. Service and staff attitude somewhat inconsistent, not helped by major falling out over lack of free access to swimming pool and spa area, which we were told was not part of our package.

Lovely room … gorgeous food, delicious wine, great spa !

Very nice old building with some history attached and still featuring some original architectural fittings - has a nice spa but rather small swimming pool , Good gym facilities all provided by Bannatyne. Breakfast was good , Set in its own grounds with lots of open spaces -but very conventient location on Frome road just outside Shepton Mallet ,

The rooms are spacious and the beds very comfy. We loved having an outside terrace to relax in during the day.

Booked via hotels.com, got a confirmation email from Charlton House with welcome information and comments for third party booking could not use the spa/gym for free. Later on arrival i asked and was told hotels.com could use it, but was too late as i didnt have any gear with me. Was in one of the side buildings downstairs, carpet wasn't overally clean, wasn't particaly cold but insulation was bad around doors and windows, and had no phone signal. Wifi was a sign up account with the cloud, which was annoying and when I tried the page wouldnt load anyway. Bathroom wasn't bad but shower could be improved. Also only one shower tap for both water pressure and temperature which are not great. Cooked breakfast was good quailty but limited choice. Continenital choice was minimal. Found several dirty dishes and culterly which I highlighted to staff.

The property has a lot of potential, but we will not stay there again. A quick points: -ve's 1. Horribly dated decor 2. Property is not looked after- things are falling apart in the room we stayed e.g. bathroom flooring, sanitary ware 3. Bad attitude of the girl who checked us in. Asked we need to pay £15 to use the spa when on their website it clearly says £10. After we showed it to her she changed her tone! 4. The service in the restaurant is hit & miss- we waited 30 mins to get a glass of wine.... no at the entrance to welcome guests for dinner. When we went in, we are asked to wait outside!!! +ve 1. We had dinner which was good and the breakfast is good too (made to order hot) The hotel needs Alex Polizzi's help! I will not stay again or recommend this to anyone

Really nice hotel, beautiful building and excellent facilities, staff were friendly and helpful, cooked breakfast was delicious, didn't eat there in the evening as the menu didn't appeal to us, really happy and will return in the future

The staff made the whole stay lovely, always happy to help and very friendly. It’s a beautiful hotel, but without a good team looking after you, it’s only a building.

Facilities generally excellent. Staff all friendly and helpful. Food excellent. My one beef was with the bed. It was too soft and the duvet and pillows were too heavy - no choice available in the room.

The hotel USP is shabby chic. However it has deteriorated to plain shabby. Place is dirty. There is no attention to detail. Reception staff say all the right things but do not follow up. No hair dryer in room. Reception says they will follow up. They did not. Night porter eventually came to the rescue. On arrival bedroom toilet seat was very sticky and had something on it. Two calls to reception produced no response. It took a a personal visit to reception on way to dinner to get some action. Room safe was not working. After four days of inaction we left. In the spa area itself, all the copper handrails were coated in slimy verdigris and obviously had not been cleaned in a very long time. In the main spa pool 60% of the water jets were not working. In the hot tub the water jets were not working. It was just a hot bath. The Lauconium did not work at all. The place looks generally unkempt. The first night in the restaurant the food was excellent on our second visit we were told the soup was a tomato based concoction. It was not it was mushroom.My starter looked delicious but was totally without taste. It had no seasoning. We did complain. My main course was cold and again the sauce was tasteless. I mean it tasted of nothing. The general hotel staff were excellent but the place obviously lacks leadership and investment. The hotel it would appear is up for sale so it may explain a lot of things. However when you pay premium prices you expect a premium service.

The staff were uniformly excellent. The restaurant produced lovely food but it was exorbitant. Internet was diabolical. The worst in any hotel I have stayed in.

wonderful time away very relaxing and clean. Food was delicious.

We had the best relaxing time ever . Everyone was so helpful . Our room was amazing and so was the food

We booked this hotel for its leisure facilities and an advertised pool. Pool is not present for swimming. We booked 2 rooms but were only given one on the first night, until the rest of our party arrived the following day, still charged for the room. Bed, floor and doors creek, the room was small and bathroom basic

Our stay was fine, we were staying for family reasons and therefore did not use the spa so are unable to comment on it. We chose Charlton House because of the restaurant’s reputation however it didn’t live up to expectations.

Hotel was abit tired. The cleaning was abit hit and miss. Waited a while for our breakfast.

Hotel was abit tired. The cleaning was abit hit and miss. Waited a while for our breakfast.

We stayed here for my mums 60th birthday, we had a nice time and the spa was really lovely so overall we were relaxed and it was a treat to stay over but there were a few problems in the room. Luckily we had been there before a few years ago so vaguely knew where we were going to the spa area but nobody showed us around or asked. The spa is lovely and we had a relaxing few hours in there. We chose to have room service after using the spa, the food itself was fine but it wasn’t as easy as usual and you couldn’t seem to order it from your room at a time of your choice which is the novelty of having room service. The staff were nice enough but didn’t seem like they knew what they were doing most of the time. When we had had food we went to watch tv and unfortunately that didn’t work, they did kindly give us some dvds but that didn’t work either so eventually we gave up on that idea. The room is clean but needs a bit of diy and is a bit tatty, things that aren’t hard to fix like door knobs, blinds and window fixtures. It was comfortable especially the beds and the shower was fantastic! We had a lovely view of the gardens and the family suite was huge so plenty of room for the 3 of us. As we don’t go away often we aren’t awfully fussy it was just nice to enjoy a night away but I did want to just highlight the points as I think if you pay for a suite for an occasion things should be of a better standard. We had breakfast with our stay, that was all very nice.