Celtic Manor Resort Reviews 

Unfortunately I am writing to put in a complaint about the service that we have received at your 5* premises .

We stayed for 2 nights - 8th July and 9th July .

Upon our arrival on 8th July we were given a room on the 10th floor . It felt stuffy in there , must have been at least 27 degrees Celsius . Air conditioning wasn’t working , there was no balcony or way to fully open a window to at least have some gasp of fresh air . I went downstairs to the Reception desk to ask nicely if we could be given a different room , explained our situation . Team member said that unfortunately all of the rooms are fully booked but he will send technician to look at the air conditioner and also provide us with fans .

When we returned from our dinner ( which by the way didn’t live up to a 5* hotel restaurant expectations ) we realised that air conditioning wasn’t fixed and they had left us with one fan . We left it on all night , it was essentially just circling around the same hot air - it was the most suffocating nights sleep we have ever experienced in a hotel . My partner had to attend Conference the next day and she barely had 2h sleep - which of course is not ideal before a big day that requires lots of focusing .

The next morning , 9th July I went downstairs to request a room change , they promised they will provide a room with a balcony . In the end I got the keys for a room next to our existing one - safe to say that there was no balcony nor working air conditioning. Went downstairs to ask for another room for the 3rd time (!) and on this occasion we were given room on the 9th floor with a balcony and working air conditioning.

Another very unpleasant surprise was that on Sunday morning , 10th July at around 9:20am someone just stormed into our room without even bothering to knock . I was in bed so couldn’t see who it was , they came in and obviously realised that someone was inside and left . It could’ve been someone who was given the wrong room key , or cleaning lady - but surely they are supposed to knock on the door to give us heads up ?

Last but not least - there is currently £390 pending on my card from Celtic Manor when it should be just above £20 .
On Friday night we went to Merlins bar terrace and ordered couple drinks - beer and double Hendricks gin & tonic . Waiter took our room number and said it will be added to that - so far so good .
After finishing the drinks we went to the Olive Tree for dinner and some other people stayed at our table on the terrace . This morning we received bill for £199.35 -all the drinks and food that were ordered by others when we left . Everything added on to our room’s bill without our consent !!!

We spoke with the reception team and explained that this wasn’t what we ordered and shouldn’t be added to our rooms bill . They apologised and said they will only bill us for the 2 drinks that we had . Fair enough .
After returning home I have received another bill - additional £178.9 to the existing £199.35 .
Total amount pending is £378.25 , when it really should be only £20.45 for pint of beer and double gin and tonic .

I’ve been ringing Reception to discuss this -no answer all day , tried at least 5 or 6 times . It just goes to voice mail eventually.

I’m sorry , but what we have experienced is nowhere near a 5 star service and at this stage I would expect a compensation for the stress and inconvenience caused .

After 5 days of this unpleasant weekend, I still haven’t received my money back. And no one has contacted me from the hotel.
Horrible horrible customer service.
I will never go back again and I won’t suggest this place to anyone.

Me and the fiancé at the time came for our anniversary, we stayed in a lovely room with beautiful view overlooking the golf courses. The food was amazing and so was breakfast. Enjoyed the pool too the water was warm.

Can’t really fault it. Came here also for a wedding a few years back and it is still how I remember it!

Excellent golf break, beautiful courses. We didn’t have a great initial welcome with staff not really directing the ship. However we then met Rosie working on reception who was fantastic and genuinely turned the experience around. You need more staff like Rosie!

We had awful service during our spa day it was supposed to be for a birthday present for my mother and a graduation gift for myself from my stepdad. Unfortunately the day was a shambles , as soon as we got there there was absolutely no organisation. We where asked to fill out Consultation forms before arriving and was then told someone would come and get us to show us around the facilities. However when we handed them back we waited 15 minutes then when I went to ask what happens next the receptionist pointed to us to go in to the changing room hung over the counter and pointed out the other facilities, however spa users where actual taken around the facilities and treated a lot better . We then had the herbal steam treatment at 2pm and was told someone would come and get us from the relaxation room …. No one did and we where 5 minutes late for the treatment and was told so very rudely by one of the reception staff who huffed and shrugged her shoulders when I said we was told one of the therapists would come to get us . After this we had our treatments I had a facial and it was probably one of the worst facials I have ever had the therapist didn’t stop talking and you could see she wasn’t bothered about the treatment , it was rushed and no care or attention was giving to the strokes or movements just a bit of cream slapped on and I was left to listen to her given me her life story - I wouldn’t bother wasting my money and would go to the Bryn meadows spa instead you have better service and the treatments are amazing, considering the Celtic manor is a 5* resort it was very disappointing and a complete waste of money , I have emailed the spa team but by the looks of the other reviews not holding my breath for a reply

Our room was a mess. The bed had not been made properly it looked like someone had slept in it. The last guests drinks were still in the mini bar including a glass of milk, the windows were so dirty we couldn’t see out of them. The service in the restaurant at dinner was awful. We couldn’t get anything other than the buffet everything was full (on a Tuesday ?). But our drinks didn’t arrive at the table until after we had already served ourselves two courses at the buffet. Our coffees did not appear at all. Stayed here 10 years ago and loved it. Won’t bother coming again !

Did Not even get to stay !
Booked vouchers to stay over for our parents the vouchers stated 2 years to use by.
They booked the same for us but ours were to use by 6 months ??
Surely money is money and this is not right . We wanted to stay the same time and thought about late summer this year - however noticed ours expire 2nd June this year?? So booked in for today ( may 21st ) as had to use as Celtic Manor won’t let us extend them .
When phoned to book also told it will cost another £70 to stay . So payed up - now cannot go as we are I’ll and Celtic manor don’t want to know !
Will never use this place again and will continually ensure that people know why !

My in laws bought us a gift voucher for Christmas to stay at the Celtic Manor.
We were quite excited, but the excitement died down fairly quickly when we faced the first hurdle of many: trying to book our stay. Online there were barely any dates available to book and all the ones available were trying to charge us £200+ for them... we thought we'd try and call. But gave up after 20 min of waiting on a telephone queue. We had to try again at a later point and after 40 minutes, we finally managed to get through.

The stay itself.... well... if I pay for a 5* hotel, I don't expect to have to pay for parking. But yes, they charge you for overnight parking.
Then the room we had was on the top floor. So our window would only open a crack and air conditioning wasn't working.
We asked at reception before we went for dinner at 6pm, and were told that maintenance would come have a look. 11pm still no maintenance. I called them, just to be told they had gone home. They gave us a very very loud fan (which didn't arrive till midnight)
The duvet was very thick as well. So we didn't get much sleep at all

As part of the voucher we had £30 each towards dinner. When I booked the restaurant at the time of booking the room, the cost of dinner at the olive tree was £29. Nobody told us that the cost to dine here had increased to £38 pp!!!
After dinner, we asked for the bill, were charged a fortune for our drinks and in the morning had a letter through the door asking for £16 for dinner.
(We spoke to the restaurant about this and managed to sort it. And staff was very kind)

We were also charged £50 deposit which we are still waiting for and from reading other reviews, I wonder if we will ever see that money again....

We used to love going for Sunday lunch at celtic manor. But it looks like they've gone down hill massively. Extra and hidden charges wherever you go and look. With no increase of service.
It definitely does not feel 5*
And we would have certainly been better off having a stay elsewhere!

You have to pay for parking in a 5* resort, even as an overnight guest. yep, what next... water and electricity as well?
Hotel is dated, needs a refurbishment, food is alright, good selection, though breakfast not really organised well, all the booking with qr code nonsense and people have to queue in the morning to get to the table.
Check in process very slow with people queue again.

In summary: it is not great, therefore best to find another place if you are looking for a treat.

Stayed at the sister site The Parkgate Hotel. Disgusting service. Staff not aware of online deals being sent out by marketing team. Rooms not replenished with amenities. Disgusting levels of dust built up on headboard. Stickers and rubbish left on walls snd door frame. Complaint was made. Received no response. My girlfriend rang to chase them up and was rudely spoken to by Gourav who spoke over her and stopped her speaking. Was incredibly sexist. I spoke to him and he denied having spoken to her at all. Tried offering pathetic discounts to stay at hotel. Told my girlfriend she was wrong. I emailed manager of hotel Brady Smith, who has been very poor. Took ages getting back to my complaint. Blamed it on email going to junk folder. Told it would be investigated in next few days. A week later and still I've heard nothing. Very poor customer service.

Went with three girlfriends for an overnight stay! We booked two rooms, but two of us were on floor 5 and two on floor 9! We said we’d asked for rooms close together but they said we’d been upgraded! (I’d hate to see the rooms we should have been in). The room had one glass, one spoon and the toilet roll - single ply and very very cheap! Room very dusty, surely all this is basic housekeeping. The evening meal in The Olive tree was disgusting, two of us didn’t eat and the other two ate minimal food. The carbonara sauce was the consistency of thick porridge, the pizza was cold and hard. It was awful, don’t eat there! The only saving grace was that breakfast was fine! ( I was thinking beforehand surely they can’t get breakfast wrong).
Lastly four cocktails cost us over £60. Definitely don’t recommend. Don’t waste your money.

Lovely place. Dated I thought. I went for a spa day with my mum paying £85 each tha was spa treatment use of pool and lunch. What a waste of money. Very disappointing. Katie who gave me my massage was my worse I have ever experienced. Cold Oil was squirted onto my back just felt rushed and felt cold. the quality of the massage was so bad I couldn't wait for it to finish it hurt more than made me relax. No offer of robes so had to get changed with oil all over me and now over my clothes. Then change again when going into the pool. Food wasn't nice I only had salad and picked some egg off the side of the plate. Coffee and drinks very expensive. I would like a refund.

Booked a meal for my daughters graduation at Rafters Restaurant on the golf course and received EXCELLENT customer service from Martin!
It was totally my fault as I confused the booking time and thought it was for 4:00 pm but in fact it was for 6:00pm...Martin couldn't have been more courteous and understanding and said they could seat us as long as we didn't mind just ordering a main course and dessert...we had a wonderful meal in an absolutely stunning surroundings overlooking the golf course at sunset!
The coordination of the Celtic Manor for our daughters graduation ceremony was also faultless...a very memorable day!

I bought my Nan and Grandad a voucher for a stay and evening meal, my Grandad got cancer so we asked to extended the valid to date by 3 months but was refused even though I explained the situation. Awful customer experience with no compassion

I have a gift voucher, cannot use it to book online as per instructions. Nobody will answer the phone. I have been trying for weeks. It expires soon -help please

Tried to move a Spa appointment in four days' time due to the death of a relative and I have been told I can't because I need to give them 7 days. I've used a voucher and prepaid the extra for the treatment and I have now lost everything. If you need to book in advanced, make sure nobody dies within seven days of the booking.

Never will I stay here again. Our room, number 909, was unbearable to sleep in. The air-conditioning never worked at all and the room must have been 36°c with a RH% in its 30's. Our room over looked the motorway so having the window open and listening to motorway noise wasn't an option. The hotel staff came up to investigate at 2 am and attempted to reset the compressor. They said everything will now be fine but I could tell they didn't have a clue what to do and were fobbing me off. They said the BMS system for the whole floor / wing had communication errors. Come 3 am and it was still roasting inside. Hotel reception gave me a fan and offered to let us have another room, but the wife didn't want to wake up the baby. Come 5 am, my lips were dry and i was in discomfort so I got the seat and tried to rest out on the balcony to get fresh air. If was staying on my own I would have just changed room, but having a 4 month old baby and my wife with me, who brings along everything apart from the kitchen sink it was difficult. And by the time we would have packed up to move the time wasn't worth it, so we ended up staying put.
When we went down for breakfast this morning we passed reception and could hear an angry customer speaking to reception about the lack of air-conditioning and how unbearable the room was for them. This clearly identifies that the air conditioning issues at this hotel are on a large scale. After breakfast we spoke to the reception manager about room, he was already aware of the air-conditioning issues and was apologetic. He offered us a 50% refund which I felt was an insult. He then upped it to 75%, another insult. I explained to him that we haven't had any sleep and I had to resort to trying to sleep on the balcony outside. He didn't care and wasn't prepared to honour a full refund so we will now be esculating this matter to director level and to the consumer arbitration. Celtic manor should be renamed the Heartbreak hotel because it really breaks you down mentally and physically with exhaustion. We are going home to bed exhausted and with our sleeping pattern disrupted. What an awful stay this was.
The maintenance team needs to get their act together and keep on top of issues especially when they have monitoring systems that they fail to look after. Reception need to be honest and respectful. No one would pay for a service like this, so them trying to fob you off is another insult.

What a waste of £700!
Booked a two night stay in a “signature room” as a treat In a “5star” hotel. Please don’t believe any of the wording or pictures from the current adverts for this tired dilapidated and frankly shoddy place.
Stained carpets , broken facilities in the rooms, moved rooms twice and upgraded to what they say is a suite, large but still as tired and run down as the other two rooms. Had meals delivered to our room on both nights,cold almost raw steaks,and mildly warm pork on the second night. Reception staff that must have been trained in misery school,uninterested and unsympathetic, when it escalated to management we get 50% off your next stay and adverts in my emails for “signature rooms” at £170 a night! Thanks but I have already wasted enough money on this 2 star shambles, avoid or prepare to be dissapointed.

Had a voucher bought for us and due to covid didn’t use it , tried to book a overnight stay to be told the voucher has expired we had no communication at all letting us know , emailed feedback@celtic manor.com week later still no reply, shocking customer service for a 5 star hotel.

Had a gift voucher for my 30th in 2020 which I couldn't use due to covid. Emailed in October 2021 to check if there was an expiry date and no one ever emailed back. Tried called on a number of occasions prior to this and no one ever answered. Also every time tried to book on the website, there was never any availability and now I cannot use the voucher. When I final got through to someone today (12.1.22), all I was told that no emails were sent out to explain about the date. I am so disappointed and have sent a emailed to the feedback email address but I am not hopeful for a response.

Pre paid and booked an over night stay with dinner and breakfast (which never came) as a Christmas present for my other half. He had never been and I had raved about the hotel to him, so Im absolutely gutted we had these experiences.

The grounds and hotel itself is very beautiful, and our room was gorgeous which was one highlight. We ate dinner in the Streak on the 6 restaurant which we absolutely loved and had brilliant service from the staff there. Drinks and food were also delicious.

These were the main negatives we had which were so frustrating because to solve them didn’t seem too complicated to be resolved:

Spa:
After check in we booked our slot over the phone for 17:15 - 18:00 as we had dinner reserved for 19:30.
We had no gowns in the room so assumed we needed to ask for these at the desk of the spa. We arrived at the spa and were told we needed to go back up to our room and telephone reception to order one, wait for it to arrive and then come back down.
This would have meant our time slot would run very scarce and were surprised a spa couldn’t offer us any gowns.
They advertised the pool slot as being adult only but this wasn’t the case. There was a swimming only lane but this was full of children.
Despite this, like the hotel and grounds itself, the spa looks amazing.

Breakfast:
As we had booked swimming via the phone we used the phone to book our breakfast after we checked in. We ask if we could have it delivered to the room for 10am and this was confirmed by the woman at reception.
10:15 am we phoned to ask when our breakfast would be arriving (as check out was 11), to be told that we needed to do it through the app and the person who had booked us last night over the phone had accidentally booked us a table at the restaurant for breakfast by mistake.
I went to book on the app and the only time slot left was for 11:30 which was no good as check out was at 11.
I phoned back to explain this predicament (all the back and for was very frustrating at this point) and asked if we could please have a room service breakfast instead but this wasn’t an option as it had finished at 10.30 (it was 10:25).
They offered us a table in the olive branch to have breakfast but at that point we were OVER IT and it would have made me late for work later that day.
I had to ask if being refunded would be an option which they said yes, I’m hoping it will be returned to my account in a few days.

For such a well established hotel, everything is very frustrating and complicated. If you don’t have a smart phone I’m not sure how guests would manage to plan anything at all.