The Johnstown Estate

Great staff and hotel

Very impressive when driving in. Check in was less so. Only people checking in, 3 staff members there who were inattentive and slow. Lost the chance of making a good first impression. Eat in the Brasserie in the evening, having booked. There were plenty of staff on but the service was absolutely terrible. After 40 minutes got the food and had to ask again about our drinks which were ordered before that. The tables near us were not cleared and overall the place was poorly run, with nobody appearing to be in charge. My complaint was met by indifference. The food was very average and overpriced. Overall a disappointing experience, will avoid the place in future.

The lunch & Spa experience far surpassed our expectations. Our booking was efficiently managed by Karen. Lunch was absolutely delicious, the staff were very attentive. The thermal suite is one of the best that I've experienced. We will be back. Many thanks.

I don’t generally leave reviews but I couldn’t let today pass without this. We have stayed before and had a wonderful time. I booked at short notice due to family emergency yesterday. I didn’t realise there was a problem with my booking until I arrived. The kindness and compassion shown to me by the receptionist was heart warming. She was so empathetic to our situation and did her best to sort it out. We had lovely food in the bar , again staff were attentive and helpful. The gym & pool were great. The accommodation was fabulous. Again this morning the restaurant staff and the restaurant manager were so kind and helpful in rectifying another issue. All in all, I’ve never experience such great customer service. It was so appreciated under the circumstances. Flying visit but we will be back for sure. Thanks so much to all the exceptional staff 🙏

I don’t normally leave reviews, especially negative ones, as I understand how challenging it can be to work in hospitality — long hours, high pressure, and demanding customers. I genuinely sympathise with the staff who work hard day in and day out. However, our experience at your hotel was so poor that I felt compelled to speak up. We were seated at 8:15pm for what should have been a straightforward dinner — just a starter and a main course. We didn’t leave the table until 10:20pm, and most of that time was spent waiting around, wondering if we’d been forgotten. From the outset, the service was disorganised. We were given a drinks and lunch menu, not the proper dinner menu, and had to ask for it ourselves. There was no sense of attentiveness or flow to the evening. After our starters, we sat for 40 minutes before the main course arrived — with no cutlery on the table. When we asked for it, along with our delayed drinks, a young gentleman delivering our side dishes told us, “You might have to wait a few minutes.” Honestly, after how long we’d already been waiting, that response felt dismissive and unprofessional. To make matters worse, when we asked for the bill, we were left sitting another 15 minutes before we eventually gave up and walked to the bar to pay. At no point during the evening did any member of staff acknowledge or apologise for the wait or the poor service. Again, I fully understand that hotel and restaurant work is demanding, and I don’t take writing a review like this lightly. But there’s a basic standard of service that should be met, and unfortunately, that standard was nowhere to be seen during our visit. A little communication, a sincere apology, and some basic efficiency would have gone a long way — but instead, we were left feeling frustrated, ignored, and disappointed.