The Spa at Norton House Hotel & Spa, Hand Picked Hotel Reviews
Ingliston, Edinburgh, EH28 8LX
Check availability and book onlineReviews are written by customers after their visit.
163 reviews
Great service, really enjoyed our experience and would recommend it to others looking for a great relaxing spa day, everything was good.
This is a great spa. Good value and the tea and treatments were both lovely . This is my second visit to Norton House and I am looking forward to my third!
The staff were super conscientious from the moment we arrived. Guided tour, lunch was all arranged, table reserved. Clean gowns and slippers and the facilities were spotless. My only negative would be not enough beds beside the pool for the amount of guests. Other than that I would recommend this venue to everyone.
On arrival (24th July), receptionist was quite unhelpful. I had booked a spa break, dinner, B&B deal on lastminute.com and had booked an additional second night directly with the hotel. That was quite some time ago and had not received anything from the hotel to detail all that was included in the deal. No information was provided from the receptionist. She did not tell us about breakfast, timings or location. I had to ask where the spa was. She asked did we need a dinner reservation, I said that was included and she cheekily said that she knew that and what time. Table was booked, no explanation of location of the restaurant or in fact , which one. She handed over key and gave brief instruction of room location.
The room interior was nice but the heat in the room was unbearable. No air-conditioning and a window that could only open 2 inches max. it was a lot hotter in the room than outside, granted this was probably the best days of the year but it really was unbearable. No fan provided. As a result, we slept very poorly both nights. I think a 4* hotel should consider improved ventilation. The room interior was well presented and clean but i think the hallways and general appearance of the hotel could be improved, some areas out-dated and in need of some TLC.
On 24th we went to spa. All staff at the spa were lovely. However, we had just under a one hour slot for lunch. The food was very nice (included) and we both opted for a soft drink (not explained if included or not). Our therapist came looking for us for our next appointment after lunch. I looked for the waiter but he was nowhere to be seen (no other staff present). I assumed the drinks were included in the price or that we would pay when exiting the spa (standard procedure with many spas I have visited). The treatments were very enjoyable and on exiting the spa we both went to spa reception to enquire if we were required to pay anything. We were politely told that everything had been paid for in advance.
Later on that evening we went to the bar for a drink. I was told loudly in front of other staff members and hotel guests that I had not paid for my drinks in the spa and would need to pay for them now. I found this highly embarrassing and explained what had happened. I proceed to pay for them but in hindsight, I am angry that I was treated and made to feel embarrassed in front of other guests and staff. This was not our fault.
I went for an additional treatment of a gel manicure and the quality of this was very poor. It is the most expensive manicure I have ever paid for yet the quality is the poorest. I had to return the following day due to a chip which they did rectify but they have lasted less than a week, I have experienced more than 2 weeks of no chips with far cheaper price paid. I would not recommend this treatment at all. If I did not live such a distance away I would have returned and asked for them to be redone or to receive a refund.
We went with the option of breakfast in our room on the first morning (fee of £3). Not everything that we asked for was delivered.
The evening meal in the Brasserie was nice but I’m glad I wasn't paying the full cost of it as didn't really seem value for money. The wine was ok but expensive at £31, not the quality I would expect at that price.
On the second evening we phoned reception to ask for ice, as offered in the welcome pack. After waiting 45 minutes I had to phone again. It came 10 minutes later.
We decided to watch a DVD in the room. The DVD player would not work. Phoned reception, a very helpful member of staff tried to resolve this and explained that the DVD we had was too modern for the system but they had a list at reception which he assured us would work. We selected a classic but this did not work either. This was somewhat disappointing.
Overall, I think the hotel needs to pay more attention to detail. If the aim is to offer additional services to please guests then they really have to put more effort into delivering this otherwise it’s all just a bit of a disappointment.
The relaxation room was bliss! The only thing I would have changed is my treatment time because I don't like going in the pool etc after a massage
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