“Disappointingly cold & damp”

I booked a spa weekend package for 6 people at this hotel. It’s supposed to be 4 star but at best it’s a low 3 star one. The room I was allocated was in an outbuilding named The Potting Shed. The room was musty & smelled strongly of damp. It was dated. The net curtains were torn and the sink bl… Más

I booked a spa weekend package for 6 people at this hotel. It’s supposed to be 4 star but at best it’s a low 3 star one. The room I was allocated was in an outbuilding named The Potting Shed. The room was musty & smelled strongly of damp. It was dated. The net curtains were torn and the sink blocked with water draining away very slowly. I did complain but they were fully booked and offered to ‘odourise’ the room. This did nothing! The hotel had no residents lounge, just a bar that was closed and a ‘ library ‘ with a very small display of books. Both of these rooms were freezing cold with no heating on. We bumped into other guests who were also looking for a communal space to relax. The restaurant was pretty chaotic. The staff were all young and clearly inexperienced and lacking the customer service skills needed. Whilst the food was acceptable, it certainly wasn’t outstanding. Breakfast was even more chaotic with not even tea or coffee served at the table. We had to suggest they put a table of 6 together for our party as they suggested we sit in pairs. The spa was lovely. The staff member there clearly trained and doing her utmost to ensure customers were attended to. The weekend was booked via Secret Escapes. Quite frankly I wonder how this hotel made it into their portfolio. My summary? Don’t waste your money. A very disappointing experience.

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“A disappointing stay”

I recently visited for my mum's 70th birthday however left feeling quite disappointed. On first impressions, when I arrived in the afternoon, I didn't feel I had the warmest of greetings by the receptionist and it was the same when we checked out. The room wasn't ready at the time when we arrived … Más

I recently visited for my mum's 70th birthday however left feeling quite disappointed. On first impressions, when I arrived in the afternoon, I didn't feel I had the warmest of greetings by the receptionist and it was the same when we checked out. The room wasn't ready at the time when we arrived so we came back later to check in. The biggest disappointment was our room which unfortunately was not up to standard. The carpet was stained, the pillows had marks on them, there was a big brown stain on the net curtain, inside the toilet bowl was stained and the ironing board was completely worn and had burnt marks from the iron I'm suprised the staff still had it in the room. I went down to reception to explain I wasn't happy especially as this was supposed to be a special gift for my mum's 70th birthday which I also mentioned in the notes when booking. The lady on reception who checked us in later that evening was very nice and didn't hesitate to try and rectify the problem immediately and offered to upgrade us to one of the suites. Another member of staff who was also very nice kindly took us over to have a look at the other room but unfortunately it wasn't any better, the carpet was badly stained and the room smelled musty when we walked in, there were no other rooms available so we had no choice but to stay in the original room we were given. We then went for dinner which I had booked in advance (I actually spoke to someone on the phone to make reservations) however when we arrived at the restaurant, I was told there were no reservations under my name which caused me to feel even more frustrated considering the bad experience we were already having. Thankfully the restaurant wasn't full and the waiting staff were friendly and still able to accommodate us and the food was tasty. I added the spa access to our stay, the ladies in the spa were friendly and kindly offered to keep our luggage due to our room not being ready at the time of arrival, plus the spa was located in a seperate building. The spa was nice but considering it had a 5 bubble spa rating by the Good Spa Guide it wasn't the best spa that I'd visited. The two foot spa stations had things floating in them, the vitality pool which was supposed to be heated later became quite cool and one of the experience showers wasn't working properly. The lady on reception in the hotel that evening said she would put a note on my booking to say I wasn't happy, I'm not sure if the reason was to try and follow this up further or to compensate me for the inconvenience but when we checked out the next day the other receptionist didn't acknowledge anything. This place has the potential to be better as the building itself and grounds are beautiful but it needs alot of work, I won't be visiting again.

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