Matfen Hall Hotel, Golf & Spa

Matfen hall has a lot of potential to be an amazing experience but the service and attention to detail really lets it down and is not reflective of a 5 star hotel. To begin with we were surprised at check in when we were just handed a key card and not shown to our room or given an explanation about any of the facilities. We were however offered a drink which was nice. Our room was lovely but unfortunately similar to other reviews it was absolutely sweltering hot (in the middle of Dec). We asked about this and the staff seem well aware although still have the heating on full blast with no explanation of how to turn it down and simply offered a second (very loud) fan for the room. We still had to sleep with the French doors wide open both nights. Service was questionable the whole time with some of the staff lacking training meaning the small details you expect at a 5 star were not provided. We queued 30 minutes just to get sat at a table for breakfast which is baffling for a luxury hotel and the lack of organisation even caused arguments between guests as to who was next for a breakfast table… We had also booked afternoon tea but when we arrived it turned out they don’t do afternoon tea on the days we were staying so that was also disappointing and we would expect something like that to be communicated. We had to ask for milk in our room, ask for it to be cleaned etc. We did really enjoy the food at all the restaurants and we really enjoyed the wine tasting with Mark who was amazing - very knowledgeable and friendly. Overall it’s a lovely looking hotel with amazing interior and grounds but the service is a complete let down and really takes away from the feeling of a luxury hotel, especially when compared to other 5 star hotels nearby such as Grantley Hall and Seaham Hall.

Beautiful hotel but certainly not 5 stars. Stayed one night for a Secret Escapes getaway as a party of 4. Arrived for our early check in but was told there was no early check in, even though my booking said there was. Was told we had been given a room upgrade, from a balcony room to a suite. Arrived at the room and was really disappointed. Certainly not a suite! We went back to reception to ask for our balcony rooms but told there were none left. After leaving us waiting for sometime they came back and offered us an alternative. To be fair the rooms they gave us were amazing. Huge and clearly an upgrade this time! The rooms were beautifully furnished. No milk in any of the 4 rooms we were in, we had to go to the bar to ask for some. No biscuits either! We ate in the Keepers restaurant which was nice enough but a bit soul-less. Breakfast was very nice. No late check in as was part of the Secret Escapes deal! I emailed several days before our visit to enquire about spa treatments and still no reply. Didn’t bother to visit the spa once there! Overall lacking the 5 star service you’d expect! Could be amazing if they just paid more attention to detail.

Wine Tasting and 8 Course Menu - we did wine tasting in the cellar which was such a unique experience. It was great, the sommelier was extremely knowledgable and such a fun evening. We then went to the Emerald restaurant where we had the 8 course menu with wine pairings. We had a brilliant afternoon and evening and look forward to returning!

First impressions of Matfen on arrival are that the ground and hotel are stunning, what a beautiful building! Really strange ‘check in’ process from the staff. We were seated into the main hall along with plenty of others and just sat there for around 30 minutes with minimal communication, until we were ‘shown’ to our room- this involved a staff member walking us a few feet to the lift, and passing us the key card. There were various occasions during a 2 night Dinner, Bed and Breakfast stay that I was shocked by the lack of training on display from staff when it came to customer service. It just appeared that the majority didn’t have a clue about basic information to the hotel, reception extension phone numbers, what time breakfast is served until, directions around the hotel, all just very strange. Literally staff member after staff member telling us contrasting information. In addition, various occasions where I had to chase staff for drinks and food orders, they have a habit of just walking past you and ignoring you. We ate at the Cloisters and I have to say the food was really good, the chef’s are a credit to the hotel. We received a ‘turn down’ service during our stay, however the staff only turned down half the room, leaving one half completely untouched. Very bizarre . All in all, the hotel in itself is a beautiful setting, but the customer service from staff let Matfen down. The hotel is trying to be a 5* establishment, but from my experience, it is somewhere between a 4-5, the staff desperately need some training, across the board.

Afternoon tea booked for a 70th birthday in the Drawing room due to a wedding moved to conservatory. No prior warning that this was happening. Conservatory not the surroundings or atmosphere we expected and felt like a cafe. Poor service had to chase waitress for tea, then milk and finally took sugar from another table. Absolutely not 5 star service.

I rarely write Tripadvisor reviews but I felt compelled having looked on here after I had booked the hotel for a recent work trip. I saw the reviews seemed hit and miss but for work purposes, thought it would be fine. Personally, between my husband and I we are globally well travelled and stayed in many 5* hotels. I would happily say, we experienced a 5* venue and 5* service as often you can get a fantastic venue but for me, it is the service which makes it. The icing on the cake, if we had stayed at one of our more local, firm favourite 5* hotels (hour outside of London), I can guarantee the bill would have been double! We stayed in one of the Luxury Rooms. Beautifully appointed with the conveniences I would expect for a 5* - for example, I’m fussy on mirror choices, vanity mirrors and lighting... all boxes ticked. Even the bedside lamp switches were positioned so you could comfortably access them and not hunt for the cable. I saw someone mention the champagne wasn’t in an ice bucket waiting but in the fridge. I’ve experienced both elsewhere and practicality-wise appreciated it being in the fridge as we checked in a little later so I didn’t want the champagne the night we arrived. The glasses were positioned on one of the tables to make you aware along with some lovely chocolates and fruit bowl. We utilised the chauffeur service which was a real bonus for us having flown up and being without a car. We anticipated using Uber but the requirement to do was halved as Alan collected us from the airport, took us to our work meeting and gave us a lift into the city centre. We truly appreciated his time. The food was impeccable as well as the ambience - breakfast and dinner. Service was as I would expect for 5*, for example, my husband went to the bathroom and whilst he was away from the table, his serviette was refolded. It’s the attention to details and service that nail the experience for me and Matfen did just that. I wish I had everyone’s names as there wasn’t a single member of staff who let the team down even when checking out and ensuring we were offered bottle water. I’m particular about the cocktails I like and how they are made - the bar team already had my expectations down to a tee. I’ve not even mentioned how stunning the Christmas decorations were! It was my first visit to Newcastle and I would most certainly return to Matfen in a heartbeat.