Doubletree by Hilton Chester Hotel

Temperature in the pool area was chilly, jacuzzi was cold, no staff to be seen checking so we mentioned our concerns to the lady at the spa reception on leaving as had others, I understand the matters were then addressed.

We arrived at midday & there was no tour of the spa & once in our robes, we realised there was no where to even have a coffee within the spa. The spa facilities are good but 1 of our treatments was disappointing with poor communication & lack of attention. Later the restaurant & dinner were also underwhelming. A large & impersonal hotel.

We booked the Double Tree Hilton as we knew we would receive great service, excellent facilities and exception quality food, however this time we were left very disappointed. We paid £99 each for the use of the spa facilities, a full body massage and afternoon tea. When we arrived I asked if I could up grade my treatment to receive the Elemis free style massage which the receptionist told me that there was not enough time which was fine as the booking was made last minute as a special treat, but she did say that the therapist will use the Elemis massage oil of choice, which was great! When using the facilities we realised that not all were in use, such as the Aroma steam room, part of the jacuzzi area was not working and the relax area with a TV that usually has a fire on was broken. When paying that amount of money we expected all the facilities to be in use or at least be told that some were not in use. When receiving the massage, the therapist confirmed that she would use the muscle ease Elemis oil, however she did not use this oil until the very end when she applied it to my decollete, again this was very disappointing as I was told on two occasions that it would be used! Such a shame for a top quality spa to be cutting cost and lying to the customers. I would have happily paid for the use of the oil as my body was tired and aching all over and know how good the Elemis musclease oil is. The massage was very limited and had no flow or rhythm. The therapist repeatedly broke contact to apply more oil which disturbed the treatment. the air conditioning was blowing cold. Movements were VERY basic and limited and did not cover areas of the body that I would have usually got from other massages ( top of legs, top of arms and shoulders, feet??). I did not feel relaxed and left feeling deflated and thinking that the standards had dropped and that the service was not good value for money at all. I went to the spa as a treat with my partner following the loss of my father in law and unfortunately the spa did not deliver the experience that I had hoped for nor received in the past. The food was excellent, just a shame the rest of the experience was not.

I took my best friend who is on holiday from Australia. I found the experience a bit disjointed. The times we asked for were not available even though we booked. The communication with staff was not great and a lady called Heidi was quite rude.

The spa is ok, there was far to much chlorine in the water and my eyes were effected. Treatments (back massage and body polish) where two different experiences for myself and my husband. He was left for 16 minutes to shower out of his 45 minute treatment. I however did not shower but was came out in a rash all over my body.

Spa treatments booked were lovely. But we was not advised that we would have to pay to use the spa at a separate time. Had a body polish and had planned to use full spa facilities as advertised the following morning but we're told we had to pay a further £50. Weren't really given direction on way in so had to find our own way