IF YOU ARE ASTHMATIC, PREGNANT, ARE AN EX SMOKER OR GENERALLY DON'T LIKE SMOKE -DO NOT COME HERE!
As previous reviews have mentioned this hotel stinks of smoke because the guests all stand outside the front entrance smoking -and as the door remains open -the smoke fills the corridors. Luckily we couldn't smell it in the room or restaurant -but it was bad enough to aggravate my asthma. When I asked the manager about this he said there is a designated smoking area -but as I pointed out the entrance should be smoke free -as we could smell the smoke even on the 3rd floor -as there was about 20 quests smoking non stop there!
From the moment we had to fight our way through the smoke and flicking ash upon our arrival -the problems continued..
My husband booked a double massage spa treatment as we were coming here for our 1st wedding anniversary - they made a mistake booking us in so we did not receive our massages together but separately. Apology no 1 -a 2nd complimentary massage for half the time was given to us 9am the next day.
The spa was a bit shoddy in my opinion -we arrived and were shown to 3 or 4 lockers where we could find our robes and slippers -in the end my husband was told he could find them in the mes changing room so I had wait around outside -only to be approached and told that actually only 1 set had been put out -so I was taken to another room where I found a robe -without the tie, and no slippers!! I had to ask for some -and was told they had run out -which meant walking across cold and wet floors, when this is supposed to be luxury hotel. The next day another guest asked for some slippers and was told the same -so I gave her some I had bought down from our hotel room.
Be warned -two of the spa treatment rooms are next to the outdoor whirl pool which makes a continuous LOUD random banging sound NON STOP throughout the day -so if you want a relaxing massage -make sure you get a room away from this. We had it throughout our 2nd massage and I was horrified that staff said it couldn't be helped -and even they said it was really annoying! Not good enough really!
Do not come here if you are expecting a relaxing pool experience -as the small/medium pool is shared with ALL the hotel guests -so is more like a busy public family pool with children running around. On the website the pool looks large, luxurious and beautiful -clearly this is a different shire hotel. The Sauna, whirl pool, and steam room -were standard and clean.
When checking in we were asked how it was going -and when we pointed out how disappointed we were with our spa experience the reception made no real attempt to rectify this -she did say sorry -and mumbled that she would... and she trailed off and never finished her sentence.
Checking into our room -the bathroom light was faulty -flickering. So we called and had to wait around 10 mins for the manager to come and see, by which time I complained that this was not the luxury experience we paid for -and our anniversary was seeing one disappointment after the next. Apology no 2 - the manager upgraded us to another -better -room.
We had a wonderful meal in the restaurant -service was excellent and the food was delicious. Most of the wine here is £10 for a 250ml glass -so I bought the cheapest bottle, and as they were out of this wine I was given a more expensive version at the same price. Enjoyed a lovely 3 course meal -delicious! I would recommend the french onion soup.
The beds put together in our room were AWFUL! Mine was not as bad as my husband's -both the bed's dipped in the middle so much that neither of us had a good nights' sleep. I woke up with a bad back, an aching neck, bags under my eyes from lack of sleep, and a bad chest from the smoke -THIS IS NOT HOW YOU SHOULD FEEL AFTER A NIGHT IN SPA HOTEL!!
Breakfast was also delicious -food on the buffet as well as to order -and excellent service from staff. Thank goodness!
Apology number 3 -50% off our bill by the manager, who -to his credit spoke passionately about the hotel and the importance of rectifying our experience. We do appreciate that the manager made apologies to us and compensated us. But - we asked him to go and look a the bed mattresses while we were at breakfast -and he didn't. So when we complained it made it difficult as it was our word against his -he told us they were new -which they clearly weren't, and he said he'd slept in the bed personally -but when I pushed further - admitted he had only slept in one of the beds -not the particularly bad one. He explained he would ask someone to investigate, which we thought was odd as the whole reason we phoned him to come and look at the mattress -WAS TO INVESTIGATE! You would have to be blind (or lying) to think that mattress was acceptable.
Overall I would recommend that the hotel:
Ban smoking outside the entrance
Throw out the mattresses in room 300 -and check that all are acceptable
Invest in various pillows -instead of only providing large soft ones -even premier inn offer a pillow menu
Ensure booking of treatments are correct and ensure guests are given slippers!
- Official Description (provided by the hotel):
- Awarded the AA Hotel Group Of The Year 2016/2017, Thwaites Hotel's luxurious 4 star Solent Hotel and Spa nestles in acres of glorious Hampshire woodland and provides a haven of peace and tranquillity for both business and leisure guests. Located just minutes from Junction 9 of the M27 motorway, the Hotel is midway between Southampton and Portsmouth, and less than thirty minutes from the New Forest. ... more less
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- Also Known As:
- Solent Hotel And Spa
- Solent Hotel Whiteley
- Solent Hotel & Spa Whiteley, Fareham, Hampshire