Location was good the hotel was clean

Arrived to only 1 staff member on the door and a queue of people checking in then a customer coming back complaining regarding her room to which the receptionist had to deal with her so we then had to wait again, I felt sorry for the receptionist it’s not her fault the hotel do not staff the rota properly but then we were to suffer and wait and the kids also. Arrived to room and it was much smaller than I expected for a family room and also my children had to sleep on a fold out camp bed which you could feel every lump bump and spring I was very angry about this as we were there for a competition and expected a good sleep and my children to have a bed as I assumed it would be 2 double beds in the room. The bar staff lady was very sharp/abrupt and not welcoming also had to wait over an hour for our dinner order. I probably would not return as a first choice when back in Stoke.

The reception area was quite nice, but certainly not a luxury hotel if that is what you are looking for.

We specifically booked this hotel for the pool. We arrived with our 3 children later than expected at around 7:40pm and saw the pool was listed as closing at 8pm…we asked if we could take the kids in the pool for 10 mins and would be out by 8pm, but they said no as the pool actually shuts at 7:45pm - A different time than the listing outside the door…we understood their point, so asked what time it opens in the morning, they said 8am. Upon arrival at the pool for 8am the following morning, there was nobody present to open up - reception said they couldn’t get hold of the resource as they may have overslept!! I then had to tell my three kids they couldn’t swim that day, even though they’d all got ready to go for a swim before breakfast. We had to leave at 9:15am so never got to use the pool!!! I certainly wouldn’t have booked this hotel if it didn’t have a pool, as definitely not worth it. The bed wasn’t made up when we arrived at the room at 7:45pm, so my youngest had nowhere to sleep for the next hour until housekeeping turned up. The next morning I mentioned to the young lad on reception that I was unhappy about a few things…after he’d finished using his mobile phone, he said oh that’s not good and said I’d have to wait for an email to come through to then reply with any complaints. I then walked away and he resumed his mobile phone interaction - possible the worst service I’ve seen, and I’ve stayed in a lot of hotels.

Restaurant was a disaster. Had to wait 55mins for our drinks to arrive and this was after asking for them 4 times. Our starters were sent to the wrong table twice and then when they finally arrived they were wrong. One main course sent back to the kitchen.

The breakfast was okay but overpriced for what you get. The bed was fairly comfortable.

The spa was terrible it was packed in the pool the sauna and steam rooms were cold and tiny. No information given by reception or any staff to tell you have book it and it was full on the first day we went down. They give you just a 45 minutes slot but the pool was so full we couldn't go in. The facilities were very poor and staff were unhelpful. The room had a heating system that was very noisy and when I contacted reception they were unhelpful. Very disappointed in what we received considering the expensive price we paid. The staff who I spoke to were generally dismissive and unhelpful which is a shame. Very disappointed in what we got, we will not be staying again!

I liked whole facility

Staff could of been more polite and price if room was quite high

The staff were so lovely, breakfast amazing, overall a brilliant stay.

We had a meal in the restaurant and the portion sizes were small considering the price, especially the starters.

Very friendly staff, was made to feel welcome

Great position for visiting The Potteries . Comfortable and staff were excellent. Bedding was made from feathers, sadly 1 of our party allergic to feather and staff changed pillows and duvet with absolutely with no problem . The meal in the restaurant was excellent even after having to return a dish as not suitable . Great service and staff were excellent.

All OK

Good location friendly atmosphere

A little disappointed on arrival as no one on reception and two families stood around waiting for 5 minutes.To add to the disappointment there were two members of senior staff stood in front of reception chatting to another lady.not one of them acknowledge us and we had to ask them to get someone to come to reception..it does not install much confidence that the staff put customers first. Also room service food was not great.my wife’s sandwich was on stale white bread.the chips were not hot just aired and someone had put salt on already when my wife never has salt.

Staff were very friendly

The bathroom was small The room felt dated And the hotel picture advertised wasn't the hotel we stayed in I wouldn't have paid the price I did know this

Very clean and staff were excellent

Nothing

Comfortable

The price is steep, specially for the outskirts of stoke on Trent. £340 for 2 nights is really expensive. Waited for over 1 hour for a Carbonara in the restaurant.

The room, the staff

The breakfast was terrible, nothing was out at the same time, had to wait 10mins between each item to come out

Everything! Perfect room ( king size family room ), king size bed plus 2 double sofa beds,bath with shower, additional walk-in shower, very good breakfast & dinner, excellent staff, not far from Alton towers, try and ask for room 337 😉

N/A

The hotel was nice. It’s decor was nice

The service in the restaurant in the evening was poor. We had to wait ages for our drinks order. The dessert was wrong when it arrived. The pool was very small and very busy.

Clean, friendly with good local amenities

On arrival staff were fab, the pool is great to relax.

Restaurant staff oh my ill be with u in 2 min seems to there fave saying, took our food order and got that wrong lucky enough to sort it before food arrived, waited 20mins for refreshments, food was lovely, then was asked if we would like the bill? We waited 15mins and had to ask for the bill. Not great. I found the bed to extremely hard and uncomfortable I hardly slept, this is the 2nd time we have booked and I do t remember the bed beening an issue.breakfast service was totally different staff couldn't do enough for us.

New property and great facilities

Nothing

Convenient for this trip.

Small pool.

Room. Also breakfast was excellent.

Nothing.

Bright, fresh, lovely interiors, friendly staff. Good selection for breakfast

The room was much smaller than appeared in the image. Bigger bins for ruibbish

The lovely treat for kids at the doors for easter sunday was really thoughtful, and a message from hotel from easter bunny. It was a lovely surprise. Most staff were lovely and friendly. Changing room for pool area was nice and clean. Breakfast choices were good and staff in restaurant and spa area were professional and friendly.

Only one receptionist on front desk, having to wait for 10 minutes in a queue, then felt very rushed check in. This is probably due to the number of people behind us still to be checked in. The following day they had 2 staff on reception, unsure why they didn't have this on the Saturday at check in time. Room was not the cleanest, son found sweets from previous guests on the floor and kids toys found under the bed too. Phone and remotes have not been cleaned in quite a while, very dirty looking. Drain smell in room from check in, opening window helped to disperse this. Swimming pool was very small, and water was very cloudy.. May have been from use throughout the day prior to our slot. Jacuzzi now not there, when booked it had this in pictures but since updated since we have booked.

Breakfast and staff

Leisure facility timings and availability

Staff very courteous, any issues dealt with very promptly.

Noisy air con in room, temperature control didn’t seem to work, but that might just have been us!

It was clean and modern

Modern inside

Leisure facilities were rusted, overcrowded pool at the time of visit so didn’t enjoy the time as there was lots of children and families all in together. Pool was a little colder than we liked in comparison to other hotel leisure facilities.

Spacious room and queen beds for family

Sink was blocking

Big and the swimming pool

Event going on and very loud music keeping us awake. We then had drunk guest waking us all up decided to talk very loudly lots of them! Barely got any sleep

Reception could be speeded up

very clean, great facilities

A minor problem but could do with a footpath as you walk down to reception from the main road, you have to walk on the road but otherwise it’s a really great hotel

The hotel looked lovely, and the beds were comfortable. The breakfast selection was limited with nothing my daughter would eat. However my husband said the cooked breakfast was nice. Multiple usb charging points is a huge bonus.

Even though I booked and selected pay on arrival, the hotel automatically took payment from my card without authorisation, and it wasn’t the payment method I wanted to use. Can’t say I was impressed. Although the rooms were lovely, the bathroom hadn’t been cleaned properly with urine on the toilet seat. The walls to the hall way were paper thin and we could hear everyone loudly walking the halls untill late. The was also a charity event on, our room was above the entrance, every 15 minutes a large group of people would come outside to smoke (despite the smoking area being marked as away from here) and the noise was insane and we were keep awake until past midnight.

Nice hotel, good location, modern rooms

Bar staff took along time to serve and heard of lots of problems with the night time meals from friends