The Spa at The Marine Hotel Reviews
Cromwell Road, East Lothian, North Berwick, EH39 4LZ
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139 reviews
We booked a two treatment spa day package. Our towels and robs were dirty which when asked to change was done immediately but this really effected the day as the cleanliness of the towels etc was not great. Our first treatments (facials ) were great but our second (body wraps) were rushed and not value for money at all. The staff were all wonderful and that really is where the compliments end. Sadly the Aroma Room had no aroma, the coffee and tea ran out and we had to keep asking to be replaced. I spent a lot of money on this for myself and three friends and I was really disappointed in the facilities and venue but must stress staff were wonderful.
While the hotel itself is kept clean and is relitively well mantained, the customer care apsect from the staff varies greatly.
Some are very approachable and helpful others give the impression that they are just putting on a smile and doing the bare minimum to deal any query and hope you go away.
For our particular stay, the were a few small but annoying issues:
1) I had requested a small cake (even a cupcake, she loves her cupcakes!) at the end of the meal, this was to be a little surprise for my wife. I had contacted the restaurant directly and they confirmed this would not be an issue, I double checked a few days before the date of arrival and again was told, no issue. At the end of the meal, the cake did not appear and the staff/kitchen were unaware of the request, even to say, "We don't do cakes..."
2) When checking in we arrived 5/10 mins after the preferred check in time and advised who we are, the staff at the desk seemed confused by our name at first (as if it wasn't on the system) then we were told, "Oh, I'll see what rooms we might have... think I've got one, it's...". The impression we got was that they had mislaid the booking and were trying to figure what was happening, but if course they did not want to admit to this.
3) When we asked what the process was for getting our spa treatment (I explained it was my first time at a spa), we were informed, "Contact the spa, it's down there (points finger) or phone them". After asking him to maybe expand upon this intial statement, I was given an extention number to call from the room.
4) It is also worth noting that the evening meal (We had a dinner, bed and breakfast deal) while tasty, was not anything special and the portion size was lacking. I ordered a steak and chips with pepper sauce (One of my favourite meals and I was looking forward to a 4 star version of it!), the steak was done to order, but fairly small, the chips were clearly frozen chips from a packet and were slightly under done and the sauce, again while nice, was a (in my opinion) a small amount. My wife had the duck and said it was fantastic (Maybe I'm just a picky?!)
I must stress that the Spa aspect of the stay was excellent, the room was spotless, views were great and the breakfast was superb. But some of the staff were either having a bad day or need some further training.
Hotel is in a great location with stunning views. Spa was very relaxing and great value for money. There was confusion about our robes for the spa which took an hour to sort out. Massage was excellent. Restaurant was delicious, especially for dinner, although breakfast was a little slow. Staff were extremely nice and very helpful. Work was getting done on the car park which woke us early and our car had been blocked in the middle of the construction site. The workmen were quite rude on departure but this was nothing to do with the hotel.
My friend and I have just returned from an overnight Spa Break and were both delighted with the experience. From the original telephone booking to our departure the staff was absolutely excellent and could not be praised highly enough. Their friendly and professional manner made it a most enjoyable stay. I did find the spa rooms a bit too hot for more than a minute or two and would have liked to have been able to sit longer and enjoy each of them. The facial and massage certainly made up for this and lying afterwards in the relaxation area completed the treatment perfectly.
A genuinely lovely setting and relaxed atmosphere created throughout our stay.
A lovely setting and fantastic facilities within. Food and service was excellent.
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