Lion Quays Hotel & Spa

Decent hotel with excellent spa facilities for guests - pool, jacuzzi, sauna, steam room etc - and a very good breakfast. The room was fine with a lovely view over the canal. The corridors of the hotel could do with a little updating (the carpet!) but in general it’s a good value option and the spa/pool feels like a real treat

I’ve been visiting Lion Quays every July for years, and unfortunately, this visit will be my last. The spa staff’s lack of knowledge and professionalism was very disappointing. When we arrived at the spa reception around 2:30 PM, I asked if there were any treatment slots available. The girl behind the desk simply said no. I then asked about non-contact options like the massage chairs, and she confirmed they were available—but just stood there. We had to prompt her to even ask for a price list, which should have been offered without hesitation. At no point during check-in were we told anything about treatments or availability, which seems like basic protocol, especially for first-time visitors (good thing I’ve been before and knew what to ask). After we booked a non-contact treatment and were waiting, I spoke to another member of staff who said yes, treatments were in fact available. So why were we told otherwise? It seems like the staff either didn’t know or couldn’t be bothered to check. The whole experience felt disorganised and poorly managed. Sadly, after years of visiting, this was enough to put me off returning.

My partner and I recently visited Lion Quays for the Summer Spa package (£79 per person). While we were looking forward to a relaxing experience, unfortunately, several aspects left us disappointed. Upon arrival, the welcome at spa reception felt very impersonal. The staff member recited instructions in a scripted manner, offering little genuine engagement or guidance, which set a rather cold tone for the day. Our package included a tapas lunch, which we went to first. While seated promptly, the table hadn’t been cleaned properly and still had crumbs on it — something the waiter only addressed after we were already seated. When our food arrived, we weren’t provided with cutlery, which was another oversight that affected the overall experience. Drinks were not included in the package, although water was available throughout the spa. The spa facilities themselves were pleasant, but several were out of order or unavailable — including the cold showers and hair straighteners in the women's changing room. It would have been helpful to have been informed about these in advance, or at least to see clearer signage. The departure left a lasting impression, unfortunately for the wrong reasons. When we returned our robes and flip flops, the staff member took them wordlessly and walked off into the back room without a thank you or even a goodbye. After a day that’s meant to feel rejuvenating and welcoming, the lack of any kind of farewell felt especially disappointing. As it was my first visit to a spa, I didn’t know exactly what to expect, but I did expect a bit more attentiveness and care in the service. The facilities have potential, but the overall experience would benefit greatly from improved customer service and attention to detail.