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“Great Hotel, restaurant service less than average”

Raithwaite Hall Spa
Ranked #1 of 2 Spas & Wellness in Whitby
Certificate of Excellence
Attraction details
Reviewed 3 January 2014

We had booked in a stay for New Years Day with one of the hotels pure indulgence packages. We were impressed by the welcome we recieved when we arrived at the hotel and decided to have our spa day prior to checking in. Our bags were looked after and we headed down to the spa. I must say this was the best part of our stay. we were welcomed by a really friendly member of staff who was very informative. We were given towels and robes and started our spa which was immaculate and had plenty of room to sit and relax. We also had an aromatherapy massage which was wonderful but is overpriced if you were going to pay the £75, but as we had the package we got this included.
The swimming pool, hot tub, steam and sauna rooms were really great and the gym was small but had everything you could need.
We checked into our room after the spa day and were impressed with the size and quality. we had a lovely blacony and a great view of the gorgeous gardens.
Now for the bad part....
We booked a meal as part of the package and were welcomed and seated by one of the waitresses, given our menus and drinks. all was well. We recieved our starters which were great and very delicious. After this it started to go down hill, we were just completely forgotten about even though there were plenty of staff serving, and our mains didnt come till 45 minutes later. The waitress did apologise but it was a let down.
We then had dessert which did come on time but my partners cheese knife had a big chink of silver vut out of the top of the knife and he cut his finger! we tried to shout and wave someone over but the waiters were deliveratekly ignoring us as they were busy and we had to wait 26 minutes for assistance. I then asked for the manager and he did show genuine concern but did not handle the situation very professionally at all - he didnt know what to say or how to resolve the issue and just offered us a hot drink!! so we were very disappointed with our restaurant eperience. The food was lovely i just think that the management of staff needs to be looked at and for a 5 star hotel they definitely need the training to meet these standards! We have better service at our local chippy!

4  Thank rachybaby84
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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"spa facilities"
in 10 reviews
"relaxation room"
in 8 reviews
"lovely hotel"
in 6 reviews
"executive room"
in 6 reviews
"one night stay"
in 6 reviews
"the main hotel"
in 5 reviews
"brace restaurant"
in 5 reviews
"sauna and steam room"
in 4 reviews
"room wasn't ready"
in 4 reviews
"spa break"
in 3 reviews
"luxury hotel"
in 3 reviews
"comfortable beds"
in 3 reviews
"golf buggy"
in 2 reviews
"afternoon tea in the conservatory"
in 2 reviews
"slight niggle"
in 2 reviews
"stunning grounds"
in 2 reviews
"potential customers"
in 2 reviews
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146 - 150 of 164 reviews

Reviewed 22 December 2013

Another fabulous stay x x staff very friendly and helpful. Excellent service , beautiful gardens .
The breakfast is really good with a wide choice for every pallet. I love the breads that they serve, my favourite is the sweet one.

We stayed in the 201 room which had beautiful views on the garden. The rooms are spacious , comfortable and clean.

We would certainly come back .

Thank Explorer4Ever
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 November 2013

The room was great and really appropriate for staying with our dog, would recommend it if you want to stay with a dog, room 407.
The breakfast was excellent although better on the Friday than weekend mornings with better service but still much better than other hotels. The restaurant food was average in the evenings but would recommend steak night.
The spa was very nice but was small, much smaller than marketed on the website.
I think generally the service needs a little polishing in some areas although some staff were very attentive.
Feels like there is some way to go to really sell this as a pamper feel hotel.
Stunning gardens, very friendly gardener.

Will return soon.

1  Thank Joanne H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 November 2013 via mobile

Excellent customer service, lovely spa facilities. Upgraded to executive room nice touch. Only grip was food and drink was average and seriously over inflated for the price charged. It is a lovely hotel and walk along Sandsend beach is very nice. Just object to paying £25-30 for a bottle of average wine.

1  Thank tonybeardsley
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 4 November 2013

Mixed feelings. I booked the 'Pure Indulgence' package - this was a spa based break for two, it included overnight stay, use of facilities pool etc, 1 treatment each, 3 course evening meal and b&b.
On arrival I was unsure where to go...there are two main buildings as you drive towards the hotel, and parking straight outside the hall is lacking. We went into the hall at 1.30pm to be told we were in the 'keep' rather than the hall and we couldn't check in until 3pm as our room wasn't ready. We were however able to use the facilities until the room was ready. I was disappointed that although it was a 'spa break' our room wasn't in the same building as the spa, so after our treatments we would have to get dressed again before going to our room. Staying in the same building would make for a much more relaxing experience as we'd have been able to go upstairs in our robes.
The pool area was adequate, the photos make it appear much bigger. My treatment was ok - the room was too bright and I didn't get the full 50mins. After the treatment you are taken to a 'relaxation area' which isn't relaxing in the least - the room is too small with just 3 beds and guests checking in for treatments are also taken here to complete paperwork - at this point the lights are turned on brightly and everyone is chatting.
After re-dressing, we walked across to check-in at the keep. No one offered to help with our bags.
Our room was clean and basic, it was a club room. The bath room had good quality fixtures.
We were told when we checked-in, our evening meal would be in the Brace restaurant in the Hall, and we could call for a golf buggy to take us over any time. Our meal was booked for 7.30 and at 7.15 we asked for the golf buggy. By 7.30 we were still waiting- it would have been quicker to walk. Going across on a buggy in the cold and dark was amusing, it was like being in Disney without the sunshine!
The meal was fabulous - excellent food and wine and the head waiter was very attentive and knowledgeable.
After the meal, we were told the golf buggy had broken down! We walked back. My husband did ask about the Rolls Royce parked outside (which was in need of a good wash - not a great first impression) we were told there wasn't anyone to drive it either.
The room was very warm all night, and I was woken during the night by what sounded like a washing machine??
Breakfast was as expected with plenty of choice. The waitress was in a foul mood though. She was pleasant to us, but her face was a picture when clearing the tables!
When checking out we were not asked for any comments regarding our stay and they attempted to charge us an extra £96.00 for the meal which was included in the package!
The gardens are lovely- worth a look around before leaving.
The food made it for me, I doubt I would stay again - there are much better spa breaks out there. The website makes it appear better than it is. Great marketing - not 'Pure Indulgence'.

2  Thank miaandrichiesmum
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

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