Sopwell House Hotel

The mews houses were beautifully designed and comfortable. The Cottonmill club was also in a league of its own.

Walking in the cold with a robe on between house and spa.

Location was perfect for us as close to wedding reception. Breakfast was varied and very good.

N/A

Comfortable, clean, updated, friendly staff

Nothing

The staff were friendly and welcoming. The spa is lovely in the sunshine and the decor/interior design is beautiful. My mother in law had hurt her finger and the team were quick to bring her a plaster and some ice.

Some of the front of house staff seem inexperienced. Our room wasn’t ready at check in time at 3pm - we were offered to use the spa but the team had already taken our bags so I didn’t really see how that was possible. One of our bags was forgotten at check in. No one explained to use how things worked in the room either. For the cost of the mews house stay, I have to say I was disappointed. There was no turn down, the bathroom had a terrible drains smell, the TV in the bedroom had a dirty remote control and the volume didn’t work, we only had 1 towel each, the bedroom lights didn’t work and no one helps pull suitcases up the stairs upon arrival or departure. We were given a tour of the spa upon arrival and it was never mentioned that the gym only opened at 7:30 despite us asking about opening times (we were made to believe it was only the spa and pool which opened at 8). We weren’t allowed to use the gym until 7:30 despite being ready to use it at 6:30 and having staff around. Similarly we were left waiting outside the breakfast venue until exactly 7am even though the place was ready. It constantly felt like customer experience was not the priority and everything was just what was offered, no more. The breakfast was not great forr a 5 star hotel. I travel a lot and the lack of à la carte options is unusual. We weren’t offered more hot drinks, the eggs were oily, and everything seemed like an effort - for example one of the waiting staff refused to clear our spare glasses away after bringing us a cup of tea (despite having an empty tray) saying that was ‘someone else’s job’. The spa is also not up to scratch with other 5 star hotels. There’s plenty of ateam rooms and saunas but no ice bath which would be nice. They also seemed to regularly run out of seating options. Again, I asked if we could use the spa facilities a bit beyond 11am and the reception staff just said ‘well that’s at the discretion of the spa staff’.