Macdonald Kilhey Court Hotel & Spa

Hotel

THIS HOTEL IS A SHAMBLES, please read other people reviews before booking this hotel. I arrived on Friday 17th February and the room was lovely and so was the staff and the bar. Untill my partner got in the shower for our meal later that night. The drain for the shower was blocked and the water flooded the bathroom and proceeded to flood into the bedroom resulting in a soaking wet carpet. After calling reception it took them 25 minutes to come up and sort the room out. we missed our reservation at Miller and carter due to this lack of service. We asked to be moved to another room due to the room not being up to the standard of the “4 star hotel “. We then got told that there was no rooms, we checked on booking. Com and they was still rooms available, so we got lied to. We then got told we could shower in a dirty room! My partner had a shower in a room which was falling to bits. The shower pipe was squirting water everywhere in the dirty room. The toilet proceeded to block and fill up every time it was flushed, resulting in dirty toilet paper spilling onto the floor. The draws was falling off the cupboards, the bedsheets were asked to be changed as they were soaking wet from the floor from the shower, they hadn’t been changed meaning me and my partner had to sleep in a wet bed all night. To get to this room we had to walk to the other side of the hotel to get a shower, my partner being in just a robe and slippers.

Staff very nice both in the hotel and spa. Good massages and nice facilities. Hotel set in pretty grounds, overlooking the lake. Enjoyed the afternoon tea too.

Where to start. Very simple really avoid at all cost. Low staff numbers No security. See the photo of a man off his trolly on drugs pinned to the Floor by people staying in the hotel as the staff was allowing him to kick off and smash the place up and try get in people rooms. Shocking ask for refund was told sorry we don’t control our guests shocking customer service being that it was our room he was trying to force entry to.

Do not ever stay at this hotel. Sadly the beautiful surroundings and big car park are the good thing. The staff are undertrained, which is not their fault but the management are absolutely appalling. They are totally rude, any issue you may have is "your problem" and they make sure to show that in their awful attitude. Then when you leave you are double charged, and after 2 days waiting for a manager to call you they think it's fine that you should wait 5 days for the refund on their error. The worst hotel experience in 40 years.

Absolutely disgraceful. Hen party booked for 10 people. 2 course lunch which was just a sandwich and either starter or dessert. We arrived and spa facilities were closed, no one contacted us to advise prior to arriving or even when having lunch. Only 8 people actually booked in when we booked and paid for 10. That was just the start! 2 of us went to sit in the bar whilst the other 8 had treatments only for 2 people to actually have one and the rest were all cancelled! On booking we were also advised the member of our party who is receiving chemo would be able to have a facial to be told this was not possible on the day. Totally ruined my mums hen party. We were assured of a full refund. Nearly 3 weeks later and no response to any emails and no return phone calls from messages left. Do not book.

We ended up staying 2 nights after our car broke down. The Staff were very helpful and accommodating and made a very bad experience a lot easier. Thank you 🙏🏼

We booked a spa morning which included a treatment and lunch came today and got changed in to our robes and then went back to reception and then we were told that lunch wasn't included and it was just the massages that they had us down for on the system 🙈 … no thanks just so glad we got our vouchers back after reading the amount of negative comments about this hotel and spa!

Shocking customer experience. Its a shame as this could have been twice annually bookings for 8 to 10 guests.

Had a lovely stay here this week. Nothing was too much trouble and staff were so accommodating and polite. Treatments were amazing and the spa was lovely. Both dinner and breakfast were great and again staff were so attentive. We really enjoyed ourselves and would definitely return in the future!

Could be an amazing hotel but it is run down, dirty and noisy. We booked last minute on our way home from Scotland and wish we hadn’t bothered. The rooms need updating. The carpets are stained, the toilet took half an hour to refill, the room hadn’t been cleaned properly, only 2 beds had been made up for 4 of us and no sheets to do this ourselves. The walls are paper thin. I’m just glad my 2 children were asleep when next door started getting fruity! No response from management and we won’t be booking this chain again. Stay clear!

Rooms were very dated, paint peeling, missing wardrobe doors, shower screen wouldn't close, awful attitude of reception staff, food service was extremely slow, did not clear plates, didn't offer deserts, cleared the restaurant around us whilst ignoring us, gave the wrong times for breakfast where there were no plates or bowls, warm and unlabelled fizzy apple (? ) juice, spa showers broken, floor had holes in, broken lockers, no towels for use. Tried to contact the hotel about our issues and have been ignored. Definitely do not recommend.

An extremely disappointing experience. Passed by for a meal to enjoy in the sunny weather and the nice scenery. I ordered a burger and a coffee. One of the staff members was quite unpleasant with extremely dismissive attitude. I was told no tables available outside to eat although I could see a couple of tables. I had to carry my tray outside myself. The coffee tasted bad. The burger wasn't that good either. Overall I paid £20 for a much worse meal and service than what you would get in any Macdonald's or Wetherspoons.

If I could give it more stars I would. We had an absolute ball this weekend, the staff were so friendly and helpful! (Matthew you are a STAR) The spa is lovely and so relaxing The deal we got was more than worth it You have gained some repeat customers.

Had a great day training here. The food was lovely. The cheesecake however was absolutely outstanding. Best I’ve ever tasted.

Stayed a few night's. Myself my partner my son and daughter, we really enjoyed our stay. The gardens are beautifuland hotel etc are fantastic. Staff are really friendly, professional and polite. Booked in to stay again at the end of March. Xx.

The whole experience has been amazing from the beginning, it’s my third time here and I would come back again. All the staff are great, all so welcoming and make sure you have everything you need nothing is to much trouble them. The food is Amazing! and cooked to perfection. The spa treatments were relaxing and the spa staff on reception are welcoming, took us to the relaxation room and made to feel comfortable. The rooms are a really good size, all really clean and well stocked.

Main building rooms are the best. And it is a beautiful, old, main building. Great facilities and staff always good and ready to help,

Lovely place the buildings and surroundings are lovely and food very nice. Would definitely come again.

Booked a overnight spa break through spa seekers had to be rescheduled three times quite rightly because of covid restrictions.
had a fabulous back massage and facial with a lovely young lady extremely relaxing and skin felt fabulous after.
used the pool, sauna, steam room after and all were great.
manor house is as we last saw it a few years previous stunning and food and drink all excellent and staff all lovely
bedroom wasn't in the main manor part this time, room was spotlessly clean and tidy but bathroom a little tired as decor in bedroom, but overall a really comfortable bed and a wonderful overnight stay ☺️😃👍

Had a lovely facial from Jessica today, really enjoyed being able to relax and enjoy a bit of me time. Lovely ☺️

This place is beautifull inside and out. What a venue. Had a fantasic relaxing time.

Decorated this venue on the 15th for a wedding. Can't thank the staff enough for how above and beyond they go. Excellent customer service and hospitality. Defiantly recommend to anyone. Hope to decorate this venue again. It a beautiful hotel. Food and coffee they serve is delicious.

Had a full body massage with my husband it was fantastic, the evening meal we ordered pan fried chicken wrapped in bacon with mushroom tarragon sauce was that good we nearly ordered it for desert, really pleasant stay will defiantly be coming back again 😃

The facial was wonderful, & the back massage so relaxing.

Very pleasant service, short notice booking accepted.

Lovely hotel, polite helpful staff, great food, nice little spa to visit too, will definitely be back.

Great place to stay friendly helpful staff.

Everything is lovely about this place. Staff r amazing and work so hard rooms spotless food outstanding will be booking again.

We got married here 5yrs ago and it was fantastic. We have gone back every year since on our anniversary and unfortunately seen a steady decline in standards across the board. During our stay last week our king double suite had stains on the ceilings, cracked tiles in the bathroom and patched up atrocious paint work on the wall. During our meal I asked for a bottle of Heineken and got served peroni (I probably wouldn't normally mind but at about £7 a bottle it's not on). When questioned I was told it was a Heineken whilst another bar maid told me they had no Heineken. When the bill arrived I was charged for estrella dam. Whilst questioning this politely I was greeted with blunt, rude responses! It saddens me to say but very poor Kilhey Court, threw a lot of money your way over the last five years! Hope you sort it out, very disappointed!

Myself and my wife Gemma had our wedding at this venue last weekend and we can't recommend it enough. The room and the grounds are stunning but more importantly the staff were absolutely amazing. We were both made to feel like royalty on the day as nothing was too much trouble for them and there were lots of extra touches that they did on the day to make sure we felt special. We especially want to thank Wendy who supported us during the lead up and on the day and was so lovely each time we saw her. And also to Ash who was fantastic on the day and ensured that everything ran smoothly. Thank you so much Kilhey Court, we had a day we will never forget! Lots of love, Mrs and Mrs Dunn-Heald xxx.

Rooms large and comfortable food is great and the service is excellent. Me and my daughter enjoyed our two night stay. As an owner of a cleaning company I was impressed with how clean the place is will definaltey be returning.

On first impressions, for the price, you think… "wow, we're onto a winner here! " Unfortunately from that point its all down hill. The entrance and main adjoining rooms are all period decor and very nice. After that though it is quite dated and feels more like a cheap work conference venue than a quality hotel. Would have marked 3 or 4 if it had not been for the breakfast service. This was APPALLING! The wait was ridiculous and the attitude of the staff was horrific and borderline sarcastic. I rated 2 only because of first impressions but service is everything guys. Act on it or it wont get any better.

Stunning hotel and spa. Hotel staff were great. Food was good but both food and drink were very pricey. Rooms are not well sound proofed, as we found out with a bunch of women next door who came back after 11pm and didn't stop shouting and laughing. Not what you want when you go to relax. Massage at spa was nice but a bit more could be done around the place including candles and making you feel more welcoming to use there facilities. Pool was small, jacuzzi, steam room and sauna were lovely.

Lovely hotel lovely food and grounds Staff Very helpful xx.

Very nice party place. Very calm and quiet area. The staff are very courteous and enthusiastic. Will love to go there again.

Lovely venue for the wedding party. Wonderful staff. Great food. Bar prices were beyond criminal. The staff were apologetic and embarrassed as the prices of all drinks were extortionate! Fir example a double gin and lemonade was over £13… a bottle of prosecco was £31! Everyone expects more expensive prices at a hotel wedding bar but this was ridiculous. However we all had a wonderful time.

Such a shame, great venue and polite staff. I've been tonight for a charity event (Josephs Goal) I went with cash, willing to spend on both me and the charity. 1 — House Red wine 1 — white wine choice hardly any gin, (look at the latest culture) Bar staff so young and no idea what they were doing. I was told quite early on that they were short staffed, not what you want to hear when you've paid £50 for a at best £10 dinner. The Joseph Goal team did an exceptional job, but Kilhey Court. Phone me, Ian 07956659188, I'll happily come down and tell you of my experience.

Room was very warm and comfortable, particularly the bed, which was enormous. There was some noise from a wedding party downstairs but it wasn't too loud in our room. Lots of choice between the continental and cooked breakfasts, and the afternoon tea was delicious (especially the cakes). The staff were friendly and accommodating. Nicely situated on the reservoir if you fancy a walk too — we had a nice time :)

Attended the evening reception of a wedding here and was appalled at the the quality of service. With roughly 120 guests, for most of the night they had one person serving behind the bar meaning a half hour wait to be served. To add insult to injury we had to pay hotel prices (£5 per drink) … then they ran out of vodka half way through the evening. The buffet was also a huge disappointment. After searching through the pile of plates to find one that didn't have dried-on food still e were left to choose from a pasta salad, chicken skewers (with chicken that seemed like it had been cooked for a week or was so dry and rough that it was virtually inedible) done dry sandwiches and rubber pizza. Hard to see how a top hotel chain could provide such a poor level of service. I felt really sorry for the bride and groom.

Went for an overnight spa break. The spa was lovely but the pool very small the hotel was ok dated. The restaurant service was awful 3 staff to 6 tables and still couldn't get the orders right! Had to ask for things over and over. Breakfast didn't improve the hot breakfast was cold no sauce. No clean tables. Asked for ketchup and the waitress brought a bowl over and put a teaspoon amount on the plate. Very disappointing.

Lovely location and hotel is beautiful. We went on a spa day and the staff was very nice but resources and the facilities was a little poor. The pool was occupied for a good hour whilst a swimming class took place and two of the steam rooms was out of order. The pool is to small to do lengths. The changing rooms were good but again a little dirty. the spa treatments was lovely. We would go back for another spa day but only for the reduced price.

Had a spa weekend great value Loveley evening meal and comfortable beds highly recommend.

Nice venue — Disappointing service. Attended a meetin today in the Lakeside Suite & the attention to detail was poor. Arrived & rooms not fully as per request. Room not set up as requested & tea and coffee facilities were late and there was a general 'lack of urgency'. In comparison to other venues I've attended, they were well short of the mark.

Booked a day of pampering here with my friend and loved it! We had the full body massage and the facial as treatments and afternoon tea in between. Cara the therapist could not have been any nicer — probably one of the best massage I have had!
The afternoon tea was lovely and we definitely had plenty!
The swimming pool and jacuzzi area is on the small side, but was very relaxing.
The relaxation room was lovely too.
Definitely will be coming back soon!

Nice hotel, rooms good, spa lovely, staff friendly, food really good but restaurant service appallingly slow.

Great food booked a room with dinner B&B also enjoyed the spa swimming pool is small but steam room and sauna where good also has a wonderful woodland and lake.

The food is amazing. The staff are all really warm and friendly and great. The surroundings are just lovely. It's a fab fab place. The rooms are lovely, the beds are comfortable. The spa is really nice and the treatments are just fantastic.

Lovely stay in beautiful surroundings. Comfortable beds, clean rooms and best breakfast ever. Very happy with the stay.

Hotel was really nice and the spa was good maybe a little small but overall the place and location was good however the food situation was a bit of a let down :/ we had 3 courae included in the deal and the food was cold, took forever to come and the staff were either mega understaffed or just not present in general, they were lovely people dont get me wrong I guess they couldn't handle both the dinner guests and the wedding party they had on at the same time, the included breakfast was a similar situation. Anyway the food tasted good at the end of the day som meh I assume it was just an off day, but theres my take…

I had a great stay at this hotel. The area is lovely and the hotel is beautiful. The continental breakfast was delicious and we had a peaceful sleep. Would definitely stay again.

Great staff, clean rooms, beautiful hotel. Spa is great too.

My stay was job related conference. The staff had no eyes for the details: Cold coffee, the projector was set terribly, they offered tea variety to infuse without hot water. The place is authentic, and looks beautifull.

Old rundown hotel. Needs updating but could be lovely if they spent some money on it. Shower was broken, kettle was broken, facilities close early, noisy hotel in some sides of the building. Surrounding area was nice.

The room was ok. The bathroom could have been cleaner. The food was ok, I had fish and chips, the fish was nice and freshly cooked as were the chips however they we accompanied by some dry mushy peas. Having stayed in other Macdonald hotels in the past I can say that they are consistent.

First the good news. The staff were excellent and could not be faulted. The location was amazing. The food in the restaurant was also extremely well produced, presented and very tasty. Now the bad news. Be wary if you go for a walk around the grounds by the reservoir or, like us, you will find yourself on an unplanned 3 hour assault course. Some sign posts would have been useful. And the view out of our bedroom window consisted of 4 commercially sized wheelie bins. But at least they were brightly coloured.

Great place and surroundings, room lovely. Only criticism was the breakfast. Orders came wrong, the food was only lukewarm and our party of six was served at different times with one order being forgotten altogether. Staff not fantastic as they serve night time events & then breakfast so cannot be bothered Attitude.

Rooms are clean and well presented. Food is good, if touch expensive for personal tastes. Staff are polite, friendly and welcoming. Lack of information surrounding timings, and Internet speed needs improving. Overall, very pleasant.

Lovely reception rooms, we were attending a wedding. The staff were courteous and friendly. The food was well presented and delicious.

Came here for an overnight stay, breakfast with spa treatments. Hotel itself is a bit tired & dated internally. Views are very nice, spa building was nice internally & staff were pleasant but cannot comment on the pool area as we never attended. Evening meal we avoided as we went elsewhere but within the bar area the prices are quite steep. The bathroom suite within the bedrooms are very dated & could do with ripping out & modernising. Breakfast is ridiculously expensive for what you get & food is average at best. Will probably not return.

My wife and I were booked in on Sunday 6th August for the wedding taking place in the hotel. Personally we cannot fault the hotel and its lovely surroundings but we were completely dissatisfied with the shoddy welcome we received when we arrived. When we booked our stay we were told that our executive room would be ready from 2.00pm which would have given us more than enough time before the wedding ceremony starts at 3.30, but we were told the rooms of many of the guests including ours were not ready and we were not given the key until 3.10. This gave us just twenty minutes to get ready, it was suggested by the reception staff my wife could get changed in the ladies toilet, this was unbelievable and a total humiliation, but my wife had no alternative. It was also said by the hotels reception staff, the only way to guarantee getting the room for the Sunday from 2.00 would be booking in on the Saturday the day before! No mention of this was made when we initially made the booking, also at what cost? Obviously the hotel knew how busy they were going to be, they also had a wedding on the Saturday so we would have thought they would have secured extra staff for this reason. We understand checking out time was at 11.00am so this would have given the chamber staff 3 hours to get the rooms ready, obviously this wasn't enough time with the number of staff they had.

The main hotel has no toilet facilities near the bar or restaurant. You have to go up a large staircase. The main building is not disabled friendly or accessible at all. No lift and all the rooms are on the first floor. They do however have a separate building which is wheelchair accessible and has adapted rooms… However I only discovered this once I checked in. But there were no rooms available to me that day. I'm not sure how a disabled person would be able to check in on their own… The reception is not wheelchair accessible.

A great venue for a wedding. Nice interior and exterior to the building. Beautiful countryside on the way out. Considered a bit pricey for food here. Rooms are spacious and well equipped. Bed was comfy.

Friendly reception staff. Room clean and tidy. Restaurant food good but service VERY slow… despite there being very few people in the hotel.

Friendly and cosy, tasty food, comfy rooms. Look forward to next visit!

Good room, but very warm. Gorgeous venue for a wedding reception, very helpful staff.

Staff were nice and friendly hotel was nice. Room was uncomfortably hot.

A beautiful hotel and restaurant in luscious grounds. Staff were extremely helpful and nice, food was delicious and rooms lovely.

Top class staff top class hotel loved it.

There Hotel was fantastic staff were very nice, food in restaurant was teriffic.

Attended a meeting at the hotel. The staff and facilities could not have been better. Highly recommended for any conference or meeting bookings.

The food and restaraunt are amazing and worth the visit alone. The rooms are average and the bathroom leaves a lot of room for improvement. Leaking shower screen, old shower etc.

Nice location. Not the biggest rooms but very well furnished. Staff are very nice.

Room was boiling and got two awful nights sleep. The pool was closed but no warning of this when booking. And then some more minor problems that also annoyed me.

Great experience will be finding an excuse to stop over again in the near future. Room was large and comfortable, staff were very polite and helpful and the food was great, the Spa and Pool were clean and well maintained, the kids loved the pool. over all a great stay was had by all and we hope to stay again soon.

Hotel was average. The service overall was too sloppy to merit the price tag.

Disgusted with the hopeless staff and management. Utterly appalled with the uselessness of the whole place. And to charge a charity night £2000 for that rubbish. Disgusted. Pictures and comments have been collected and sent to various local papers regarding this. You need to seriously look into the running of your establishment.

A lovely hotel. Generally I couldn't fault much other than the ridiculously priced bar, no free Wi-Fi and the non-adjustable shower which even for me at a modest 5'10, I could not fit under. Overall you're not getting a bargain here but you won't be too disappointed either.