Merchants Manor Spa

We noted the 3-4-2 offer on the Hotel Website but could not find it available for our chosen dates in the Hotel Booking engine. We contacted the Hotel as there were no date restrictions on the offer as published on the website (where other offers on the website e.g. Stay VAT Free stipulated restrictions). We were taken aback by the replies we received from the Hotel which for us seemed hugely defensive, accusatory and immediately became very entrenched. We were concerned that this was representative of the service we might receive if there were problems during any stay and immediately cancelled our reservation. My original Tripadvisor review was not well received by the Hotel and another defensive reply was posted. Since this, the Hotel Management and I have exchanged a more empathetic email in which the Hotel apologised for suggesting I had demanded anything. Sadly the Hotel Owner then reposted their original and untrue response to my updated Tripadvisor review, suggesting that I demanded a discount, which I did not, also posting my previous volunteer job role. The business also claimed that the terms of their offer were clear which they were not - please see the full website description of the offer (attached as a photo) which has NO date restrictions on it and then simply clicks through to the Booking Process. The business has been so defensive and effectively rude that I would never stay here. I tried to find dates for several of their offers Stay VAT Free etc using off peak dates in October, November, January......on none fo the dates I selected could I find an Offer that was valid. Hopefully the Hotel will read this and simply add three words to their 3-4-2 Website Offer i.e. "Date Restrictions Apply" - and all they had to say was thank you for pointing out the mistake.

We noted the 3-4-2 offer on the Hotel Website but could not find it available for our chosen dates in the Hotel Booking engine. We contacted the Hotel as there was no date restrictions on the offer as published on the website (where other offers on the website stipulated restrictions). We were taken aback by the replies we received from the Hotel which for us seemed hugely defensive, accusatory and immediately became very entrenched. We were concerned that this was representative of the service we might receive if there were problems during any stay and immediately cancelled our reservation. My original Tripadvisor review was not well received by the Hotel and another defensive reply was posted. Since this, the Hotel Management and I have exchanged much more empathetic emails which were much appreciated.

We recently stayed at Merchants Manor for my husband's birthday and we cannot recommend them enough. Simon and the team were so friendly and kindly upgraded us to the lookout accommodation as a surprise. They went out of their way to provide thoughtful touches and we're extremely accommodating which made our weekend so memorable. The service was exceptional and we enjoyed a wonderful lunch in the restaurant. The manor itself is beautiful and it was lovely to hear about the history that has been upheld. We had a massage included as part of our offer which was also great. We will definitely be back to stay again.