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“Well worth a visit”

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Bannatyne Hotel - Charlton House
Ranked #1 of 2 Hotels in Shepton Mallet
Certificate of Excellence
Bristol, United Kingdom
Level 3 Contributor
9 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
“Well worth a visit”
Reviewed 23 March 2014

We were looking for somewhere for our anniversary and despite some less than favorable reviews, we decided to give Charlton House a go ... and very glad that we did. We were greeted warmly by Alex, who allowed us to get settled in our room and than showed us round to get the layout. We booked dinner for both evenings of our stay at the time, and then went outside to take advantage of the spring sunshine. Drinks were served promptly and with friendly service. We stayed in "Duncan's Den" which has a fantastic double shower / bath, and although close to the spa and reception was very quiet. We decided to have a drink before dinner and this is where we encountered Megan & Beni ... two of the nicest people you could hope to meet. Their friendly yet professional service was certainly a highlight of our stay. Food was of a very high standard with cooked to order food for breakfast, generous portions for lunch and then a very varied selection for evening dinner. We did not experience any of the delays or issues mentioned in other posts ... but we did eat relatively early and on neither evening was the restaurant particularly busy. The Spa was nicely laid out and the full body massage I had certainly did the trick. We would certainly go back, a great blend of romantic and relaxed ambiance, good food and excellent service. The staff all seem keen to please, and if you engage with them, they certainly do. Thank you.

  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
Thank Allen B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
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Traveller tips help you choose the right room.   Room tips (208)
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English first
Somerset, England
Level 3 Contributor
15 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 14 March 2014

My wife and I had a very relaxing couple of days at this beautiful hotel, to celebrate her Birthday. We were greeted by friendly reception staff who could not have been more welcoming. In fact every member of staff was polite and helpful. The spa area has been well designed to give a tranquil environment, making good use of both indoor and outdoor space .While I appreciate it must be difficult to maintain a facility that is in constant use there were a few parts of the spa that need a bit of attention. However the treatments could not have been better. The masseuses were the best we have had in this country - friendly, professional and knew exactly how a massage should be adapted to suit the client - well done! Our room (Adam and Eve) was delightful. Large, romantic with views of the garden and plenty of comfortable seating. Dinner was excellent with a good selection of wines and served in the lovely conservatory restaurant. The breakfast menu was varied and offered all the favourites as well as some more unusual options. A very good breakfast. As we live locally we did not leave the Hotel to explore the Somerset attractions - more time to enjoy the facilities! Did we have a good time? We have already booked our next visit.

  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ianaparker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ManagementResponse02, General Manager at Bannatyne Hotel - Charlton House, responded to this review, 25 March 2014
Dear Ianaparker,

Thank you for awarding us five stars.

I have passed your feed back on to the team and they were all delighted with your comments.
It was a pleasure to welcome you to Charlton House and I was glad to see that
your wife enjoyed her birthday celebrations.
We are looking forward to welcoming you back soon,

Kind Regards,

Sakis Dinas.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Cornwall
Level 4 Contributor
39 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 7 March 2014

Stayed on recommendation from daughter and her husband. We were a little apprehensive after reading some reviews. We certainly need not have. The room we were upgraded too was wonderful with views over a beautifully tended garden. Decor in keeping with age of property was atmospheric, antique furniture stunning. Room was spotless, excellent power shower we have ever used, the bed was so comfortable the best in any hotel we have ever slept on (we have stayed in many hotels). We were given a very warm welcome by the reception staff on arriving and escorted to our room. The whole hotel decor made us feel we were stepping back in time ,a truly lovely experience. The staff were professional, attentive ,friendly and efficient in the bar and restaurant. Our dining experience was relaxing, romantic and the food was a delight , and beautifully presented. I would recommend this hotel if you want a restful, good dining, experience and a pleasant welcome. Staying at Charlton House made us feel we were experiencing a different era. We did not use the spa facilities so cannot comment on that aspect of the hotel. Thank you for making our stay so worthwhile we will definitely return again.

  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Drekkly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ManagementResponse02, General Manager at Bannatyne Hotel - Charlton House, responded to this review, 25 March 2014
Dear Drekkly,

Thank you for awarding us five stars .
I was very pleased to see that you enjoyed your stay.
Customer Service is very importand to us and the team were
delighted with your feedback,
We look forward to welcoming you back to Charlton House,

Kind Regards,

Sakis Dinas
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London
Level 4 Contributor
29 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed 5 March 2014

We held our wedding at Charlton House in Feb, taking over the whole hotel for 2 nights. We were blown away at the time and during the planning process by the professionalism and flexibility of the team. We were able to plan and tailor our celebrations exactly how we wanted, and had a totally individual day with a lovely relaxed atmosphere. Carla the events manager there bent over backwards for us and accommodated all our requests.

The food and service were above our expectations for both days of the celebrations. At breakfast the staff often had a full house to deal with as we all came down for breakfast together, so waiting times for food were longer than usual, but the waiting staff tried very hard to minimise this and were always friendly and smiling. The breakfast I had on both days was delicious. There were some long waits at the bar on the wedding day but we do have a lot of friends who like a drink, and it was a small bar! Similarly, the reception desk staff were extremely friendly and helpful, offering to carry bags and run errands. The chef met with us twice to discuss the menus for the day, took all our feedback and requests on board, and the afternoon tea we had on the wedding day for over 100 people was beautifully presented and delicious.

We chose to have our wedding at Charlton House as we have stayed before and had a great time - we were concerned about being forced into packages, and about how the staff would deal with a full hotel and a wedding taking place. We needn't have worried and are so happy with our decision. The hotel is getting a touch shabby around the edges but its more shabby-chic than anything else and the higher-end rooms and communal spaces in particular are still beautiful. The service is not always slick and 5* but I think with few exceptions the staff will try very hard for you. Would highly recommend for a quiet and relaxing stay (the spa in particular is small but lovely), and absolutely for any kind of celebration if you have Carla there managing it.

Room Tip: Try to get a room at the back facing the beautiful gardens if you can, or one around the spa with a...
See more room tips
  • Stayed February 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank KatyR
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ManagementResponse02, General Manager at Bannatyne Hotel - Charlton House, responded to this review, 18 March 2014
Dear KatyR,

Thank you so much for awarding us five stars.

It was a delight to host your wedding and we are so glad that we could help you celebrate
your special day.

It was a pleaasure working with you and your family and we hope that you have an amazing honeymoon.

We look forward to welcoming you back soon ,hopefully with some photos ?

Kind Regards

Sakis Dinas
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Devon
Level 6 Contributor
130 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 97 helpful votes
Reviewed 4 March 2014

We visited here with friends who live near by. This lovely old building in a pleasant location with many chairs and sofas to sit, chat and eat with friends. We never stayed the night just ate and drank.
The service here was very good with a good choice of food , The food was very nice but also rather pricey, probably as its a spa. Loads of residence wandering around in white dressing gowns. I felt they should have had a more private area to sit and eat,rather than the public area we were sat. Will no doubt meet here again.

  • Stayed February 2014, travelled with friends
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
Thank ChristopherDDevon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ManagementResponse02, General Manager at Bannatyne Hotel - Charlton House, responded to this review, 18 March 2014
Dear ChristopherDDevon,

Thank you for taking the time to post a review.
I appreciate your feedback regarding the spa robes but as we are a Spa Hotel our guests are free to wander around in their robes,we find this creates a more relaxed atmosphere.
I was glad to see that you enjoyed your time with us and I sincerely hope that you will
come and visit us again soon,

Kind Regards,

Sakis Dinas.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London
Level 3 Contributor
19 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 25 February 2014

I stayed here from a Thursday night to a Sunday lunchtime - 2 nights as part of a wedding booking, then an extra night on our own.
The hotel is great, perfect for country weddings as you can stay at the hotel for a reduced rate if the whole hotel is booked out.
Loved the spa, what a relaxing way to start the festivities, sitting in a hot tub with the bride. Might I suggest turning on the Steam room a good hour or two before the spa opens, as it remained cool and not steamy until about 11am on each morning.
Foodwise - breakfast seemed a struggle for the staff, as if a full dining rom was too much to cope with. Each morning we waited a long time for our breakfasts, then they all arrived at different times. However, the Kedgeree was amongst the best i've had, and the Eggs Benedict was great too. The food delivery issues extended to lunch as well, as we waited almost an hour between ordering and receiving a steak sandwich and some chips in a far from busy lounge. However, as above, when these arrived they were excellent.
The night of the wedding, the bar became very very crowded, with long waits even after the bar tab had ended. The drinks are not cheap, maybe more London prices, which is ok except I'd expect more than a half full G&T with tonic being poured from a big plastic bottle, for £8.
In conclusion, we had a lovely relaxing break, lots of time in the spa and the huge bath in the very luxurious room. I would probably go back, but without the wedding-party discount it is outside my price range.
We had a great weekend, it is a good hotel, but there are several small things which could elevate this hotel to outstanding.

Room Tip: 1) Try and get a room with an outside door opening onto the hot tub. 3) Don't be scared to go...
See more room tips
  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank legz_eleven
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ManagementResponse02, General Manager at Bannatyne Hotel - Charlton House, responded to this review, 4 March 2014
Dear Legz_eleven,

Thank you so much for taking the time to post a review.

I was glad to see that overall you enjoyed your stay .

Exclusive use weddings are very popular as it does give your very own "Country House"
for the weekend. We have had alot of positive feedback from the other wedding guests and while I do appreciate you frustration with the breakfast service I am sure you will understand that when sixty people come down for breakfast at the same time it does put a strain on the kitchen and staff ,however I have taken your comments onboard and we will be reviewing our breakfast service for exclusive use so that we can make it flow better in the future.

Customer satisfaction is very important to us and I appreciate your feedback.
Should you wish to visit us again may I recommend our "Spa Break "packages which are exceptional value sarting at £199.00 for two people which includes accomodation,a two course dinner and a spa treatment each,

I sincerely hope that you will come and visit us again soon,

Kind Regards

Sakis Dinas
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Winchester, England, United Kingdom
Level 5 Contributor
50 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 22 February 2014

We stayed overnight on a spa-break; the hotel is very attractive and in a pleasant location, service from reception staff was excellent. Our room was well appointed and reasonably spacious but could do with a refresh in things such as the TV / entertainment system. The music played all day in the hall seeped into the room which was slightly distracting.

The spa is small but never felt crowded and the staff were very friendly, the facilities all worked well and very clean, fitness room is basic but functional.

The restaurant is the only real let-down to the establishment - the food quality could not be faulted but we [and I suspect rather a lot of the guests] would have preferred a decent high-end bar menu rather than the very high-pitched menu. The biggest issue was the service, this varied hugely between the three staff on duty - the head waiter was very good, one assistant adequate and the other seemed to have only started yesterday and didn't even know how to use the till when we ordered a drink. I asked on the off-chance that there was gluten-free bread available, after some struggle to be understood she headed off but just completely ignored the question on her return - it was always speculative but an answer would have been nice, especially as on the way out I noticed a framed article from the Evening Standard [admittedly from 2007] about how great they were at catering for food allergies, including coeliac!

Overall would be happy to return but restaurant service requires attention.

  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Andy A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ManagementResponse02, General Manager at Bannatyne Hotel - Charlton House, responded to this review, 4 March 2014
Dear AndyA,

Thank you for taking the time to post a review.
I was glad to see that overall you enjoyed your stay.
I am very sorry that your restaurant experience was not of the standard
we would aim to deliver.Customer service is very important to us and I will pass
your feedback on to the restaurant team,
I sincerely hope that you will come and visit us again soon,

Kind Regards,

Sakis Dinas.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Bannatyne Hotel - Charlton House

Property: Bannatyne Hotel - Charlton House
Address: Charlton Road, Shepton Mallet BA4 4PR, England (Formerly Bannatyne's)
Region: United Kingdom > England > Somerset > Shepton Mallet
Amenities:
Fitness Centre with Gym / Workout Room Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 2 Hotels in Shepton Mallet
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Bannatyne Hotel - Charlton House 4*
Number of rooms: 28
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Also Known As:
Bannatyne`s Charlton House Hotel Shepton Mallet
Charlton Hotel Shepton Mallet
Bannatyne Hotel - Charlton House Shepton Mallet, Somerset

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