Matfen Hall Hotel, Golf & Spa

We came first cocktails!!! The bar is stunning, the bar staff very knowledgeable and so keen to please. Overall decor beautifully, recent big makeover. Garden views lovely. Wish we could stay for food as menu looked good. Definitely a destination venue.

Really disappointed is an understatement! 9.25pm and currently sat in our room waiting for the manager whilst I write this ….. Here is a detailed review of our stay ….. -Arrived 3pm and checked in - all good with luggage being taken to the room -When we went up to the room our bags were left in the room with the door wide open (and the outer fire door propped open) -Realised our deluxe room that has king size or emperor beds had two singles shoved together -Went to phone reception - phone not working despite being in a far part of the hotel with no mobile signal and no way of contacting reception in emergency -Went outside to call reception - was promised at 5pm a new mattress would be put on whilst we are at dinner -At 7pm we went thirty minutes early and told them we were early so they could get on with it -Lady at reception apologised for earlier and said “ we’ll sort it “and apologised for the luggage and no welcome pack in the room (we didn’t even have a timetable for breakfast) -Called at reception after dinner and was told all good and to call it any problems - the irony - he even said if not sorted he would move us rooms -Came back to the room at 9pm no new mattress - just the single beds pushed closer together - went back to reception to be told someone would call to the room in 5 minutes -thirty minutes later called reception (via mobile) - no sign of the manager and no communication - was told that he is sorry no room to Move us and he is sorting out other guests - - After 35 minutes manager arrived to help - we ended up stripping the beds and helping them link the mattresses together (housekeepers hadn’t done this and put the wrong covers on hence a gap) - 10pm actually could sleep on the bed we had paid for - The room “cold water” was hot / warm - clearly an old hotel with infrastructure issues but not convenient or safe - Breakfast busy so no table - shoved in the bar whilst we waited For the money it’s not good enough - it’s not as advertised and premier inn are more organised - to be fair to the manager at 9pm he had just come on shift and did his best albeit late to help and solve the problems caused by the team earlier in the day . However the hotel clearly can’t cope when there is a wedding the next day and this shouldn’t impact on normal paying guests - the location - amazing - the service and customer care………not so great