Celtic Manor Reviews

Our first night was spent tossing and turning as the air conditioning was not working at all and there were no fans in both the rooms
Considering we went when it was the hottest day in Uk and the ac were not working the thick probably 13 tog duvets made it worse
They should have sheets according to the weather

Next night was ok and ac adjusted

No drinking water in the room at all
Not even at arrival which was strange as in most of the hotels the most basic courtesy is to give water at arrival
Unless their bathroom water is fit to drink

We were charged £577 extra at check out which we realised once we got home and checked our stmt

We called them they first refused then came back to say that yes they did charge and later refunded , after three phone calls .

The activities for kids could only be booked 72 hours before
We had planned our trip last minute so obviously didn’t get any kids activity booking when we wanted so that was a bit disappointing for the kids as they really wanted to try archery and laser tag

We did manage to get mini golf

The rooms were nice
Food and breakfast was also nice
They did arrange halal food for us one day
Staff at restaurant was friendly and helpful and very courteous

Stayed for two nights 8th and 9th of July, high hopes for the hotel but after checking into our allocated room this quickly went to 3 stars. Room on the 9th floor, no air conditioning, very tired and in need of a makeover and it was like an oven inside. It was too hot to have a shower. We complained and were given a room on the 10th floor. Again a very tired room with a cracked sink the whole room needing refurbishment. The air on was working but was very noisy ( it transpired that every room has its own compressor running the aircon for that particular room. The compressors are very loud. We ate in the Olive Tree which was mediocre, the sweet and sour chicken was very dry. It wasn’t until we went to bed that we noticed that the mattress was worn out and dipped badly in the middle. We didn’t get a lot of sleep. The next morning we had to arrange a third room but that wasn’t before the reception staff tried to get us to pack and move out of the room. I refused until a suitable room had been found. Eventually a third room was found and on inspection the air con wasn’t working. Maintenance reset the compressor but it wasn’t cooling down. Reception again tried to get us to pack and move out and I again refused until the third room was suitable. When rechecked by reception the room had been reallocated to someone else ( they had moved their luggage into it ) so we couldn’t use it. We were then offered a 6th floor signature room but we’re told that the room didn’t have air con. That was the final straw. We were eventually offered another room on the signature floor ( it was now 3pm, so a whole day had been wasted ) this was fine but still not 5 star. All round a terrible experience. Lots of guests were complaining about the lack of air conditioning and this is not acceptable. Reading previous reviews from last year and beyond, the air conditioning is an age old problem and needs addressing and the rooms need redecorating.

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