Hellaby Hall Hotel, BW Signature Collection

From the moment I came to look at this hotel pre booking it until the moment we left on the weekend of our booking nothing was too much trouble. Bekka and her team were helpful, kind and fantastic to work with in helping me organise the perfect Hen Weekend. I cannot praise the Hotel staff or the Spa staff enough. Everyone was so lovely. The food was very good, the package we booked included a fire stick, wine, chocolates, dinner and the spa plus treatment. All in all very good value for money, but what puts this hotel above others is the staff who work there

We booked the girls night in package to celebrate a friend’s 50th birthday, we first saw this package on spa seekers which stated arrival from 9am to use the spa facilities, room check in at 3pm and departure at 11am among other things. We phoned the hotel to confirm details and proceeded to book directly through the hotel. We were informed that although there was no availability for our treatments on the day of arrival we were still able to use all of the spa and leisure areas, with times being allocated for our treatments and hot tub on day two. We confirmed numerous times during the call that we would definitely be able to use the spa area on the day of check in and at no point were we informed that the spa was actually closed on that day. On arrival at 10:30am we left our luggage with reception to then be told the spa wasn’t open and we wouldn’t be able to use the spa facilities but we were still able to use the leisure facilities. Don’t be fooled by the use of leisure facilities it includes a pool, jacuzzi (same temp as pool) steam room and sauna all in completely different area to the spa and all in use by the general public. If you are wanting to relax around the pool (as you would expect whilst being at a spa) think again, there are three sun lounges stacked up in the corner. There was nowhere to put the lounges unless you were to put them end to end leaving you unable to have a conversation with anyone in your party. We then spoke to reception staff and explained our frustration and disappointment, she then spoke to Lee the leisure facilities manager who kindly opened the spa so we could relax. He was happy to sit in there and do some emails for hour and half. All the staff we spoke to on the first day were understanding and apologetic. They were all attentive and tried to resolve the issue that they agreed looked like was a massive mistake on the hotel’s part. They then arranged for us to speak with the general manager the next day as he wasn’t currently in. When we eventually got to speak with Jason Hewitt, general manager, he was abrupt, condescending and rude and overall unprofessional. He offered no apology and showed no interest listening to the reasoning behind our grievance. We then asked him to listen to the phone call, he said phone calls are not recorded so has no evidence that we were told that we could use the spa on day one and implied that we were lying. When we requested an official complaints form, he told us not to bother as it’s an email that just goes to him anyway! He showed no remorse that a lady in our party who is 7 months pregnant, had to perch on the end of a sunbed for 3 hours around the busy pool as there was no where else available for her to sit. I wonder if it was his wife/partner, would he consider this to be acceptable? We would like to reiterate that the majority of the staff we came into contact with were polite, helpful and considerate and our spa treatments were lovely but the attitud

We couldn’t have wished for more! We visited to celebrate my 50th birthday - a proper girly trip with the 2 night pamper deal. From checking in to departing we couldn’t fault a thing. The staff are super friendly and helpful, beautifully clean, spacious and quiet bedrooms, exceptional food, great service and a lovely atmosphere.

Stop over on way to our family in Northumberland accommodation a nice spacious room with a good breakfast. The Valentines Dinner was tastily presented & the staff friendly & helpful

Friendly receptionist when checking in. Felt rushed to be out of room each morning by house keeping, not friendly at all. Room not hoovered, no loo roll or hand soap replaced. On the last morning we put do not disturb sign on the door it was taken off and pushed under the door. A lovely place to stay central to getting places.

Lovely venue for any celebrations or just to unwind and relax in the surroundings staff couldn't do enough food lovely will defo return

Came with my bestie for a weekend pamper and wasn’t disappointed. The spa staff were very informative and the back massage was heavenly. The hotel staff were friendly and helpful, the room was clean, tidy and well appointed and the food was amazing. Just what was needed. We opted for the ‘Night in Package’, would definitely recommend.

The old part of the hotel is a little tired but the staff were v friendly, the pool was great, it was pleasantly quiet, the beds were v comfy and it was easy to find.

Lovely Hotel, clean, comfortable, friendly and efficient staff, we enjoyed the facilities, restaurant, pool, gym. Only one problem 1st night well done steak was ordered but it came not well done. We had visitors on our second night and we're asked to pre order our food but despite this, one of the main dishes was wrong.