Eden Hall Day Spa, Nottinghamshire

Wonderful. Great setting, helpful staff. Truly relaxing. My only disappointment was that we couldn't stay overnight.

When booking the treatments I requested a combination of therapies which seemed to prove very difficult for them. I encountered a number of lovely staff but I also encountered a number of very rude and uninterested staff. I was close to cancelling the day from this experience but thought that I might have been a little too fussy about the treatments so gave them the benefit.

On arrival the reception team were amazing. Very quick and very friendly. Highly impressed with both the male and female on the counter. The building outside was breath taking, as were the grounds. Inside, in places needed a clean up in respect to repainting and decorating. It seemed very 'tired' in places.

The spa was INCREDIBLE. They have amazing facilities in the actual spa. Very relaxing and gorgeous sauna's, steam rooms and hot tubs.

The restaurant and food were second to none. Although be very aware on the menu that you have extra charges for certain meals. We came unstuck and didn't read it carefully and was charged extra. Restaurant manager was extremely rude when my friend pointed this out.,

The treatments...OH MY GOODNESS!!!! In my opinion AWFUL!!!!!!!!! I have had all types of different treatments for years and have spend thousands over the years, so I know a good treatment from a bad one. The therapist sounded like a robot when telling me what I was to expect. I had the Thalgo wrap and Elemis facial.

The massage was dreadful (too wishy washy). The therapist seemed to be uncomfortable with providing a female with a relaxing massage (in my opinion). The room was freezing cold when the product was placed onto my body.

I was never asked whether the pressure was good. I was asked once if I was warm enough. My neck and scalp massage was in my opinion just not up to any sort of standard and my skin was left feeling sticky and sweaty. I was later told by a qualified therapist that my pores were blocked and the product used on my skin was the wrong type (this is only one therapists opinion).

The main point i'd like to make is when I complained. I was passed to five different people in total and when the main operations manager came to see me, I had to talk to her in the reception area and not in a private room. I was given a full refund for both the treatments, but I feel that the whole day should have been offered again at a discount because my whole day was spoilt. I came out of the treatment with more knots in my neck than I went in with and because of the cold I ended up with a muscle spasm.

I was mortified that my day, that I had been excited about for 6 months, was ruined. Why could they not have asked me to return and have the experience again? I spoke with one of the directors afterwards who told me to 'speak to my solicitor and claim from their insurance, as i'm not getting anything else out of them'. How appalling? I was sold 'an experience'. My only experience was that of more stress and hassle than it was ever worth.

Please be aware that if your need to complain, you will be treated, in my opinion, with contempt. Also, please beware that in my opinion, it was like a conveyor belt in the therapy room. My therapist seemed to be programmed in relation to what to say and do, there was no real experience used on my muscles or skin.

Normally brilliant but they are currently bedding in a new computer software system which lost all our treatment bookings. This was eventually sorted out, and I was initially happy with the offer of free champagne and strawberries. Then we went to lunch, and were "accused" of altering our lunchtime!!!!!! Er No...we didn't - they did. Due to the mess up over bookings lunch was crammed, and there was no chance to relax before the afternoon facial. (which was incidentally brilliant). I was pretty miffed by our treatment at lunchtime - why hadn't the greeter been informed that the changes were not our fault and that there had been a problem? I managed an hour in the so called detox area. I spent half an hour waiting for a Guest Liaison manager who was trying to explain to me how difficult it was to put in a soft ware system. Like I care? I have paid for a service that wasn't delivered to standard. All our treatments were rushed, and there was no time to relax between treatment and lunch, lunch and treatment, plus a new system for ordering drinks means delays (15 minute) as the card readers havent arrived.!!!

If they were finding teething problems then offer guests a 20% discount for instance whilst these are sorted out. I was offered two free (for my daughter and I) complimentary half day vouchers for use later - but do I really want to drive a 3 hour round trip of 120 miles for 4 hours "relaxation". Normally as I said Eden Hall is brilliant - but at the moment just check that their new system is working before booking!!!!

Incidentally I was less than chuffed to get a blanket email on my return home, saying that I was sure I had found the experience relaxing and now realised that "a day is all it takes"...

Too right!