Montigo Resorts Somerset at Charlton House

This is the email I sent them, They couldn’t even be bothered to respond. Good Morning, We have just returned from your hotel staying Monday 11th August for two nights Ref No SEUK-…. We chose your venue to celebrate our 30th Anniversary, a very special time for us. On arrival we noted how attractive and characterful your charming hotel is, set in beautiful grounds, truly stunning. We had been travelling from home in Kent for 6 hours in over 30 degrees of heat. Our initial contact was with your (blonde) receptionist, we were told that a £50 deposit was required, required for what? We have stayed in hundreds of hotels throughout the world and only once asked for a deposit which was in London (that had been used to scam guests), so that instantly made us wary due to a previous incident. She did not know we were staying for 2 nights, but could fit us in?? We asked the receptionist if we could have our welcome drink and she took us round to the bar, where a few male staff were sitting around with their feet up on chairs on phones. The guy sitting down said ‘Do you want tea or coffee?’ I said I don’t drink tea or coffee but an iced water or orange juice would be nice as it’s over 30 degrees… and he replied ‘No sorry, your deal doesn’t cover that’…..cover what, ‘water’?? We went to our room, absolutely lovely, shabby chic decor, yes it does have cracks in the walls, cracked basin, loads of bulbs out, dusty rails….but it IS charming…we are still concerned as to what the ‘deposit’ would be for due to the room condition? The windows had been left open, because it was so hot. You very kindly left us some 30th Anniversary cake but it was covered in flies due to the open windows. We had no red wine in the room as part of our package, so I had to go and ask again at reception. I needed a safe as I bought a lot of cash and my wife’s jewellery, went back to reception, we were told they don’t work, all broken. One pair of flip flops for the spa but there’s two of us?? We went to check out the menu for the evening, two guys chatting on phones again round the back, it has a ‘youngsters lads jolly feel’ to it all. The pool and spa are fabulous but we had staff with boyfriends in the pool with us, it just doesn’t feel right, sorry. We went out to Glastonbury at 9.00am, our room still wasn’t cleaned at 4.00pm…we had no clean towels, toilet rolls….no dirty plates removed…but the room was lovely and quiet as requested by us. Your hotel has all the potential of being a truly wonderful experience but unfortunately it lacks. It appears disorganised and unprofessional. I’m only writing to you because you’ve requested feedback, as we would not have bothered otherwise. This was our time, our special time, I wanted to take my wife, my best friend away for a special break but everything seemed too much trouble, you have to meet minimal requirements, you have to care. Thank you for listening (if it’s going to be a copy and pasted generic response, I would be happier i

We've come back from a 2 night stay and have to say we had a great experience. On arrival my husband told the gentleman at reception it was his birthday and whilst we sat enjoying the complimentary tea and coffee in the garden he arranged to have chocolate truffles in the room ready for our arrival - this level of detail continued throughout the visit with lovely morning breakfasts and a super curry night last night...our room was lovely and quirky, with a shabby but beautifully stylish design. It opened up into the outdoor courtyard area where some elements of the spa were located providing us with direct access - today on our last day we got talking to Will, the SPA manager/ attendant and he was so knowledgable and helpful in explaining how to use the various components on offer for health benefits, guiding us and reassuring us in the use of the plunge pool even... yes, we plunged! Yes, it was cold! But great .. we loved our time here from start to finish and will definately be back... we topped our visit off today with a visit to Wells which is not far away, they have market days on Wednesdays and Saturdays - we highly recommend both!! ... and will definately be back.

We just had Sunday lunch at Carlton house and we at impeccable attention given to us by Jack and his team. I had the prawn starter with the chilli jam made in house! The roast beef and Yorkshire came with an assortment of vegetables and cauliflower cheese. The portions were massive and everything was cooked to perfection. My son ate from the kids menu and his burger was outstanding. I really wanted to have a dessert but I was beaten by the main course. Thank you Jack & Co and to the clearly fantastic kitchen team. Jerome Mc Wiltshire