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Hi all,
I’m writing this, both to ask if anyone has any advice / sage words of wisdom, and to warn anyone else who might be thinking of booking at a Hilton Spa hotel.
A few months ago, I booked a 2 night stay, starting tomorrow, with another teacher friend, K, for some last minute R&R before the bedlam of the start of term. I chose the Doubletree Harrogate, as it had reasonably priced rooms, I have Gold status (so the free breakfast is a bonus), and it said “Access to The Harrogate Spa is included with this bedroom, subject to availability.”, as well as
“Your stay includes
✓ Free WiFi
✓ Non-smoking rooms
✓ On-site restaurant
✓ Indoor pool
✓ Fitness center
✓ Pet-friendly rooms”I assumed that “subject to availability” meant that sometimes the sauna breaks, or once a week they clean the pool, so you might be unlucky one morning.
Nope – apparently the access to the spa and pool is limited to just one hour a day.
Now K and I are massive fans of both spas and swimming. I tend to swim 1-2 miles a week at my local pool, and K used to swim competitively (for London, I think) while she was in school. Our trips to the spa tend to consist of swimming for 2 hours, lounging in the jacuzzi for an hour, lazing by the pool with a book for an hour, then sauna, steam, cold shower, repeat until we need food.
The half day pass for the spa is £105 each – that’s for 4 hours including afternoon tea.
I’m so cross, and I don’t understand how annoying guests before they’ve even arrived is good for the hotel. If they had even just included the word “limited” in the info on their website about access to the spa, I would have looked into it further, and decided to book a spa package, or book elsewhere. If I had found out more than 24 hours before my stay, I could have booked one of the other, more reasonably priced spas in Harrogate, but they’re all fully booked now.
Honestly, K lives in Bath, if we’d have known how much this spa was actually going to cost, I’d have booked a train to visit her, and gone to the spa in Bath. Or I’d have picked a different hotel.
Anyway, given that I now have 1 hour of free access to the pool, and the second hour will now cost £105 per person, I’m not sure that the Hilton can really claim that they’ve dropped pool charges…
I’d continue to avoid Hilton spa hotels, if pool use is a deal breaker for you.
Time limited slots at St George’s Park last year too – I think to manage demand.
Stayed a couple of times and attended some events here but never set foot in the spa (or indeed noticed it) so can’t help. My first thought is to wonder how rigorously this will be enforced – will they drag you out if you’re literally swimming lengths? My second thought is to wonder whether there is a far better deal than the headline rate to be done or increased free access at their quietest time via a quiet word with the duty manager.
My third thought is that – for all the bits other than the swimming pool – the Turkish baths just up the road (where I have been) will provide a more historically interesting and better experience for a lower cost. Treatments are likely booked out but I’ve heard that a call on the day can sometimes hit lucky and yield last-minute results. It’s a very pleasant space even without booking a treatment.
https://www.turkishbathsharrogate.co.uk/
Hope it all works out. If not then just give up and pig out at Betty’s.
Oh Cat how disappointing for you, especially right before your busy term. I’d be cross too, as a fellow swimmer. Do you think there’s any chance this policy has changed since you actually booked a few months ago?
It could be worth contacting Hilton Gold and the hotel even before you arrive to explain that you are a hard-working school teacher and access to the pool and spa for a well-earned break were the whole reason you chose this particular hotel. They were obviously not forthcoming at the time of booking with the critical information of just how limited this would be, making your stay essentially not really fit for purpose. In fact, having just checked the hotel web-site, I couldn’t see any reference to it.
Happy New Year, @Cat, though clearly this has marred it somewhat!
I have only stayed at the DT Harrogate once, and that was just after they started charging to use the pool. We did get splendid upgrades, though, and I recall being very impressed with the breakfast and public areas.
Spa facilities have clearly become a cash cow for hotels; we are at the Kimpton Blythswood Square this coming weekend (weather permitting 😬) and I noticed that since our last visit free access for guests has been reduced to a couple of hours at breakfast and dinner time – so when it’s inconvenient, basically!
Still, this is better than what you’re being offered and I would definitely have a word with someone about misleading information on the Hilton website …
Stayed a couple of times and attended some events here but never set foot in the spa (or indeed noticed it) so can’t help. My first thought is to wonder how rigorously this will be enforced – will they drag you out if you’re literally swimming lengths? My second thought is to wonder whether there is a far better deal than the headline rate to be done or increased free access at their quietest time via a quiet word with the duty manager.
My third thought is that – for all the bits other than the swimming pool – the Turkish baths just up the road (where I have been) will provide a more historically interesting and better experience for a lower cost. Treatments are likely booked out but I’ve heard that a call on the day can sometimes hit lucky and yield last-minute results. It’s a very pleasant space even without booking a treatment.
https://www.turkishbathsharrogate.co.uk/
Hope it all works out. If not then just give up and pig out at Betty’s.
Hi @The Savage Squirrel!
They do apparently ask you to leave after the hour is up, from what I’ve read. I’ll have a quiet word when I get there, and have alredy emailed, we will see if this has any effect. We already have a time slot at the Turkish Baths for this evening, as we wanted to see the historical baths (for the reasons you mentioned). Had we known about the restricted access to the hotel spa ahead of time, we’d have booked a time slot for tomorrow too. Unfortunately the Turkish Baths are now fully booked for the duration of our visit (just to use the baths with no treatments). We might try and call tomorrow morning, just in case. Failing that, I think the Betty’s plan is a good one!
Thanks, wish me luck!
As per the website:-
“Access to the pool & poolside spa facilities are available and complimentary for Hotel Residents for 1 hour per day of stay, subject to availability.”
https://www.hilton.com/en/hotels/lbahadi-doubletree-harrogate-majestic-hotel-and-spa/spa/
Oh Cat how disappointing for you, especially right before your busy term. I’d be cross too, as a fellow swimmer. Do you think there’s any chance this policy has changed since you actually booked a few months ago?
It could be worth contacting Hilton Gold and the hotel even before you arrive to explain that you are a hard-working school teacher and access to the pool and spa for a well-earned break were the whole reason you chose this particular hotel. They were obviously not forthcoming at the time of booking with the critical information of just how limited this would be, making your stay essentially not really fit for purpose. In fact, having just checked the hotel web-site, I couldn’t see any reference to it.
I don’t think the policy has changed – the website still says the same “Access to the spa i included with this bedroom”, if you make a new booking.
It’s very annoying! I’ve tried the hotel and the spa. Do you know if there’s a CS email address for Hilton Golds?
Thanks!
Happy New Year, @Cat, though clearly this has marred it somewhat!
I have only stayed at the DT Harrogate once, and that was just after they started charging to use the pool. We did get splendid upgrades, though, and I recall being very impressed with the breakfast and public areas.
Spa facilities have clearly become a cash cow for hotels; we are at the Kimpton Blythswood Square this coming weekend (weather permitting 😬) and I noticed that since our last visit free access for guests has been reduced to a couple of hours at breakfast and dinner time – so when it’s inconvenient, basically!
Still, this is better than what you’re being offered and I would definitely have a word with someone about misleading information on the Hilton website …
Thanks @NorthernLass, I’ve tried talking to the hotel about this, but no luck so far.
As per the website:-
“Access to the pool & poolside spa facilities are available and complimentary for Hotel Residents for 1 hour per day of stay, subject to availability.”
https://www.hilton.com/en/hotels/lbahadi-doubletree-harrogate-majestic-hotel-and-spa/spa/
Yes, but you only see that, if you navigate to the correct page and scroll down far enough. When I booked, all I saw, when I picked a room, was “Access to The Harrogate Spa is included with this bedroom”, thought “brilliant” and booked it!
I thimk it’s deliberately misleading advertising. They intend to trap you by not making the limited nature of the access clear.
Try the Advertising Standards Authority?
I understand you’ve been looking forward to this break but I’d be inclined to do everything I could to cancel the booking and state it’s because this was deliberately misleadingly advertised by the hotel whose booking process failed to ensure they’d made you aware of the unexpectedly extremely limited amount of access they were actually providing, and that this loses your confidence about anything else they may say they are offering.
Aren’t there hotels in Scotland with quite nice spa facilities? I seem to recall a review of one on HfP recently.
@Cat, Hope the hotel has turned out to be understanding and helpful. And that you enjoy the Turkish Baths, and SS’s plan B if necessary.
Sorry, I don’t have an e-mail address for Hilton Gold customer sevice and can’t find one when logged in to. I supposed I just assumed there would be one, like their diamond@hilton.com for Diamonds. There seems to just be a generic one for all other levels – HiltonHonors@hilton.com
It won’t help you, but make sure that you leave a suitably accurate review on Google Maps and on Trip Advisor to warn future guests.
I would be furious if I’d been dumped in that way, so I totally sympathise with your predicament.
I would reach out to Hilton Honours through their web chat (I usually do this via computer, not sure how on a phone)
Raise to them your concerns and express your disappointment and explain you only booked that particular hotel to be able to utilise their spa facilities throughout your stay.
Had you had known there were usage restrictions in place you would’ve stayed at another venue. I would also raise as a HH Gold member how disappointed you are with the way the situation has been handled.
I can’t find any indication of the 1 hour policy on the Hilton app, only on the website. Perhaps it’s there but I missed it.
If you click on the link posted by @Alex G and scroll right to the bottom, it’s there. They obviously want to limit free access so they can sell spa packages!
Yes, but that link is to the website. I’m talking about the app.
The app is more limited than the website in several ways. I wonder if there’s anything in the confirmation email? If not, it supports the case for misleading advertising.
I used to subscribe to use a local hotel pool, as an outsider (it’s now the Leonardo). I just wanted to swim. Outsiders commonly complain that the water in a leisure pool is ‘too hot.’ Personally, I don’t swim fast enough to feel the heat, but as a regular I did tire of the dimensions. The advertising you read definitely lists indoor pool as a benefit open for the length of your stay, like no smoking and universal WiFi. They don’t list spa in the same way. The problem lies with ‘poolside’, no clear division between pool and jacuzzis, where the jacuzzis are actually part of the pool, not set aside. You have been misled and treated unfairly. But Hilton may claim to be using price as an instrument of crowd control. Wishing you luck.
We’ve been to Harrogate and few other Hilton spa hotels, including St George’s Park, within the past year, and booked few slots per day sometimes for our rooms with no problem. Harrogate Spa is great but small, so I am not surprised that they need crowd control in high season.
I’d just talk to the spa people and ask about the quiet times for some extra slots.
Late evenings would work for example.Thanks all!
K and I are currently at the Doubletree. We have been told that we can’t have any extra time in the spa, and when we arrived at the spa during the kids pool time yesterday, and couldn’t come back afterwards due to restaurant reservations, we were told no, we couldn’t even carry over that day’s one hour slot to the next day, to have a 2 hour slot (which is a much more sensible amount of time to spend in a spa, IMHO!). Apparently there are no quiet times @can2.
Anyway, we managed to follow The Savage Squirrel’s advice, and grabbed a couple of cancelled time slots at the Turkish Baths – we’ve been there twice now, and it’s several orders of magnitude nicer than the hotel spa (as well as considerably cheaper than the £105 the hotel spa were asking for, for a half day pass), so I’m much happier about the whole thing!
I have sent an email to the Hilton Honors email address above, will absolutely write a negative review or two, and may put in a complaint to the ASA (thanks @Lyn, @LadyLondon, @jj and @harrysjones21).
Also, the queue at breakfast this morning was worse than the queue at Betty’s. I would strongly advise avoiding the Doubletree, for anyone planning a stay in Harrogate!
Thanks for your help, HfP crew, it’s greatly appreciated!
I hope you manage to have a nice weekend regardless, @Cat. I think it’s a busy weekend all round (people recovering from Xmas 🤷♀️), there were lots of people checking in at Blythswood Square this afternoon and our room wasn’t ready until 3.30 pm (free cocktail vouchers for that!) Instead of being mean, though, they’ve extended the free spa access hours until January 5th so it’s 4pm – 8pm in the evening, the DT could learn a thing or two!
Personally, I have never almost failed to be disappointed when I have stayed in a regional UK hotel that’s part of one of the big chains. Two honourable exceptions are the Indigos in Durham and Stratford.
I’m surprised, as neither of those even has a pool or spa 😂
Also, the queue at breakfast this morning was worse than the queue at Betty’s. I would strongly advise avoiding the Doubletree, for anyone planning a stay in Harrogate!
Thanks for your help, HfP crew, it’s greatly appreciated!
Well I would highly recommend the Doubletree for anyone staying in Harrogate. I’ve only stayed there twice, but I’ve had good upgrades as a Gold Member. The breakfast is very good (fresh mushrooms! mmmm). The first time I stayed I was given a voucher for two free drinks. The public rooms – including the Dining Room – are gorgeous.
They charge for car parking.
I’ve never used the pool, but like most people (I expect) I would be happy with an hour’s use of the pool as an ancillary attraction.
Spa days in my local area are between £70 and £112 per person. I wouldn’t expect to have unlimited use of a hotel spa at a mid market hotel like a Doubletree which prices its rooms competitively with other hotels. The Majestic does also offer spa breaks for £382 for two people, and if use of the Spa was a critical factor for me, I would have researched it thoroughly before booking.
https://experiencethemajestic.com/spa-breaks/
“Access to the Spa” is included for all guests, “subject to availability” (see the room description!), and they have rooms tonight for £84 a night.
Sorry Cat, but I don’t think you were mis-sold anything. I think your expectations were not realistic.
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