Ruthin Castle Hotel & Spa, Denbighshire Reviews

3.1 Rating 9 Reviews

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Phone:

02036423168

Email:

support@petspyjamas.com

Location:

81, Leonard Street, London,
81, Leonard Street, London
London Borough of Hackney
EC2A 4QS

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Did you and your dog receive a warm welcome? no

Did you feel your stay was good value for money? no

Would you like to add any more feedback about your stay? The overall experience was good as myself and my husband have a sense of humour but the service is terrible there.

“There was much bother and confusion when booking through pets pyjamas. We got so far and the secure the booking button refused to work. We tried to book direct and told them about the deal we saw on pets pyjamas . The reception staff were quite impatient with us and insisted we screen shot the deal and send it to them first. We kept getting the wrong email address as others kept popping up as we were doing it for the hotel. The price ended up being much more than was advertised. Our welcome at the hotel wasn’t impressive. Quite frosty in fact . Our room and the hotel it’s self were amazing as were the grounds, the peacocks roaming outside in the sunshine. The spa was good apart from the hot water in the first shower in the ladies was scalding and you couldn’t turn it down so was therefore unusable. The hot water everywhere in the hotel was scalding incidently. Also the hot tub had a layer of dirt and scum inside around the edge. In the evening we had booked a meal. There was literally a choice of three dishes per course and it was mostly meat , no fish choice ( we are pescatarians) one veggie dish but the main ingredient butternut squash was the same in the soup and main. Very unimaginative and disappointing. The standard of food however was pretty good. The waiter was brilliant as was the barman. The reception staff did not really have the level of service skills one would expect somewhere like that.”

Helpful Report

Posted 2 years ago

Did you and your dog receive a warm welcome? yes

Did you feel your stay was good value for money? no

“Hotel was very pleasant, perhaps overdue a lick of paint and a bit of tlc, that was our first impression, but everything works and the bathrooms were good, the staff were friendly and helpful, we had our dog with us as we booked through Pets PJ’s and were a little disappointed our only option for a evening meal was Bertie’s where our dog was not welcome, which we understand, however the adjacent bar was more than acceptable had a menu been available offering more than sandwiches or soup. I think there was easily enough space outside for an area the dogs good run around in without being on the lead, instead there was a sign stating dogs must be on the lead at all times which was understandable yet again disappointing. Saying all that we had a lovely stay, real highlights was a leaflet in the foyer giving great instructions on 3 varied distance walks around the area, we thoroughly enjoyed the two rivers walk and would not have done it if it wasn’t for that leaflet. We enjoyed a fantastic dining experience at Bertie’s where the food quality, quantity and service was to only be described as outstanding, although we did find it a little strange paying as you go. Breakfast was average, mainly due to the buffet style, although there was a lot of options on offer, fresher food would always be more appreciated, so all in all a very enjoyable experience in a lovely part of Wales.”

Helpful Report

Posted 3 years ago

Did you and your dog receive a warm welcome? no

Did you feel your stay was good value for money? yes

“We chose to stay at Castle Ruthin to celebrate our first wedding anniversary. In summary, if you aren't too fussy, enjoy walking/exploring the countryside and have a dog, who doesn't need to be with you 24/7, this is a great place to stay. However we did have some issues with pricing and staff misunderstanding, which mean you need to have your wits about you, or risk frustration! After reading other reviews on this site and others which prompted some concerns, I contacted the hotel in advance to check our booking and also confirmed arrangements through the Pets Pyjamas agent. Despite this, on arrival/check-in, we had to ask for our complimentary bottle of wine - showing the emails as proof - and were told that we were on the wrong tariff... luckily, we didn't have to pay any extra. Dogs are tolerated, rather than welcomed as guests! The castle itself is glorious, our room was clean and tidy and the majority of front-of-house staff were very friendly, if a little inexperienced in hospitality. There are certain areas that are in need of maintenance, but it is an old castle and for us it was charming. The rooms are a long way from the entrance, so we used a nearby fire escape to let the dog out early in the morning and late at night. Dogs aren't allowed in the main restaurant, which wasn't a problem for us as our dog can be left alone, however at breakfast, the staff offered to seat us in the Cornwallis room instead, which was preferable, as it was quieter! The spa is in need of renovation, but it is complimentary for hotel guests; the outdoor hot tubs are fantastic, and the staff kindly provided us a free bottle of Prosecco for our anniversary. Unfortunately, we were hugely overcharged for our booking, only realising after reading a sign on site; the spa receptionist was incredibly apologetic and refunded us immediately. Fantastic location, right within Ruthin itself which was a charming town that we enjoyed walking around. A leaflet provided at reception gave detailed instructions of a 10+mile walk to Offa's Dyke path and the Jubilee Tower which was phenomenal and our collie-cross loved! Overall, we would recommend it, but make sure you check all details and costs!”

Helpful Report

Posted 3 years ago

Did you and your dog receive a warm welcome? no

Did you feel your stay was good value for money? no

Would you like to add any more feedback about your stay? Disappointing as it was my husband's special birthday so we expected part d more expecting better facilities

“Under new management so didnot feel it was as dog friendly as it was advertised. We had to eat breakfast from a coffee table and never received our complimentary wine. Staff were friendly but could not eat in Edmonds Bar as it was shut and dogs are not allowed in the Restaurant. Would not go back!!”

Helpful Report

Posted 3 years ago

Dear, Elizabeth. Thank you taking the time to leave feedback from your recent trip; we are disappointed to hear your experience wasn't at all as good as it should have been. We pride ourselves not only on our wonderful Pet Concierge Team, but also on the fantastic properties we work with, so we are sorry we didn't get it quite right on this occasion. I can only see that you were booked into a B&B board so please contact us here regarding your complimentary wine if this was something that was promised to you - support@petspyjamas.com We work very closely with all our hotels so we will pass your comments onto the management team there, and continue to keep an eye on things to ensure everything is running smoothly. So thank you for bring this to our attention, we really appreciate it. Thank you, Lauren

Posted 3 years ago

Did you and your dog receive a warm welcome? no

Did you feel your stay was good value for money? no

Would you like to add any more feedback about your stay? Dirty, run down, not dog friendly inside castle or out in village..

“Although we had a lovely stay and the staff were fantastic, the castle can be forgiven to be a little run down. On the other hand it is not really a dog friendly place to stay. Your dog is not aloud into the breakfast / dinning room so therefore you have to leave them in your room whilst you dine, which we were not comfortable with. Also our room wasn't cleaned in the 5 days we were there, and when asked they said it would be. Had to ask reception (which never answered the phone) for toilet rolls and bath towels! Everything is closed Mon- Thurs including pubs restaurants and shops which wasn't mentioned when checking in. We had to get takeaways and eat in our room as the restaurant was fully booked most nights in the hotel, as most pubs do not accept dogs no matter how well behaved they are... First time using Pet pajamas never to be repeated! Sorry ..”

Helpful Report

Posted 3 years ago

Did you and your dog receive a warm welcome? yes

Did you feel your stay was good value for money? no

“Our room was fine but located really far away from the any of the entrances which isn't ideal for having a dog especially if they need let out early. Also they had a real lack of dog poo bins too compared to other dog friendly hotels we've visited. The hotel was rather tired looking and musty unlike the pictures. I was also told use of the gym was an additional surcharge too which wasn't clear at booking. We were expecting the restaurant to be dog friendly for breakfast but were informed that the dog friendly dining area was closed and she couldn't join us. Also checking back on the booking I've realised that we were never given the bottle of wine which is included in the "barking Britain," package. So overall we were a little disappointed with Ruthin Castle.”

Helpful Report

Posted 3 years ago

Dear Michael, Thank you for taking the time leave submit feedback from your recent stay at Ruthin Castle Hotel & Spa, Denbighshire; we are disappointed to hear your experience wasn't at all as good as it should have been. We pride ourselves not only on our wonderful Pet Concierge Team, but also on the fantastic properties we work with, so we are sorry we didn't get it quite right on this occasion. I can see that you have been in touch with the customer support team here at PetsPyjamas, and Sean has contacted the hotel to raise the issues you experienced during your stay. As soon as we have a response from the hotel, we will be in touch. Thank you, Lauren

Posted 3 years ago

Did you and your dog receive a warm welcome? yes

Did you feel your stay was good value for money? yes

Would you like to add any more feedback about your stay? It was amazing, so much lovely walking as well.

“We have just come back from a two night stay. This was a beautiful place to stay, our room was gorgeous. Meal choice was limited due to the staffing situation, but we ate in the hotel two evenings running with our fog, food was excellent. Breakfast was excellent as well. Staff where amazing I will definitely return in the future.”

Helpful Report

Posted 3 years ago

Did you and your dog receive a warm welcome? yes

Did you feel your stay was good value for money? no

Would you like to add any more feedback about your stay? Expensive for what we got Good to have a river walk and park next to hotel for the dog Sadly a lot of the staff had been pinged so service wasn’t great Good foe the dog and that was my priority The place need a lock of paint

“Room ok best bits The bed & the bath to wash the dog They didn’t give me the PP pack had to ask 4 times They asked if I had booked dinner 3 times This had been an issue in booking and your team sorted it”

Helpful Report

Posted 3 years ago