Montigo Resorts Somerset at Charlton House

The staff is commended for excellent customer service. Guests enjoy a comfortable, spacious room with a private garden. The bathroom has multiple amenities for convenience.

Not sure where to start pulled up and looked amazing man at reception very nice, went downhill from there already paid for room and breakfast in advance then paid for spa in advance and then they wanted another £50 holding fee. Room wasn’t ready taken for complimentary tea/coffee while waiting we went back 15 mins later and man took us to room which was still being cleaned so back we went to wait another half hour. Finally got into room which was amazing until laid in bed and fell through the middle of the 2 single beds pushed together to make a large bed . Thought we would get a coffee in room but no milk. Went to spa and was very disappointed pool was cold hot tub was full of people so couldn’t use steam room was ok after we put water onto the stone but very small room. Went back to room had shower before dinner but shower was full of flies. Sink so low (great for disabled guests in wheelchair) not for people standing. Went to dinner and not much choice for vegetarians but had the roast as that only choice really. Items not available. Then had dessert which was very overpriced indeed and description wasn’t what the item was to be told that cost £95 one drink each main meal and dessert. Went to breakfast items in menu unavailable again. Went to check out not as friendly as day before paid final bill for food but didn’t get the £50 taken off final bill was told that would appear back on card at some point. Hazard tape on floor carpet dirty and very worn out. Very disappointed not the experience I hoped for and was for husband birthday treat

On paper, it seemed to be the ideal getaway for us; a couple looking to unwind without the kids, but unfortunately turned sour the moment we arrived. We booked the Junior Suite - the second most expensive offering - for a single night as part of the 'suite retreat' package. As we went through the online checkout process the three-course dining option was displayed as an upsell, including the available menu. Okay, sure. We were planning to dine in the restaurant anyway and the menu appealed to us both. With £104 added to the bill, we completed the purchase, £388 lighter but all set. It started with high hopes; the resort was responsive to my request for afternoon tea instead of champagne - it'd be a shame to drink alone with my wife being pregnant. The resort contacted me quickly to discuss check-in times and to collect my details. A great start. Upon arrival, we entered the reception lobby amid a spat between hotel management and a group of guests. I don't know the full picture but I certainly agree with the guest perspective given our experience. We waited to be greeted, not particularly long, but longer than anticipated. The manager who greeted us was muddled - We explained who we were and that we had afternoon tea booked for 1 pm. We were told to wait until 1 pm whereby we would then be free to roam the resort. Odd, I'd of thought we'd be having afternoon tea at 1 pm seeing as that was the time we had booked. Alas, we waited in the reception area and were provided coffee - fair enough. As 1 pm bids farewell, we decided to speak with Crystal who seemed to be in control of the dining area and bar. She put us right - sat us down, arranged drinks and afternoon tea shortly followed. It was a decent spread, though rather weighted towards sweet treats with only four 'sandwiches' and no other savoury options. It was tasty enough but too much sugar. The waiter boxed the remaining sweet treats for us to enjoy later - brilliant. We head back towards reception to enquire as to when our room would be ready. It had been ready at 1 pm. Okay, understandable, we must have misinterpreted our first interaction at reception. We were shown to the 'Garden Room (30?)'; peaceful, removed from the main building and initially quite impressive. We unpacked and headed to the Spa - included in our booking - for a little relaxation and warmth. Unfortunately, this is the point where things go downhill quickly. Upon entering the spa the receptionist informed us that there had been a 'mare' - short for nightmare - and that both the jacuzzi and steam room(s) were out of order. We were however told that the pool and showers were still operational. Hmm. We stepped into a tepid 'pool', not big enough or deep enough to do more than potter around, clinging to the few jets of water emanating a slightly warmer stream of water. We quickly left - this is worse than our local community swimming centre. We head back to the room to enjoy the cast iron bath instead. At least th