Oh my… where to start. I don’t know if it is the norm for this hotel or if it’s to be blamed on the pandemic but there were a lot of issues. Such a shame because the grounds are gorgeous & it has such potential. Check in was a 15-20 minute wait in a queue. No information whatsoever on the hotel given - just left to figure it all out for yourself. If you’re in rooms 1-34 then drive round to the top car park as it’s a massive trek through the hotel from reception. We booked using a MyHotelBreak voucher & I had booked a classic family twin which stated on the website that there were two double beds, we were given what the hotel calls an executive twin room with two single beds in it…. not so sure about the executive title… tired in places, very dusty, stained towel, marked bedsheets, stained curtains & the t&c’s hadn’t been replaced - really not what you want during a global pandemic & really disappointed in the room - and the piece de resistance was the dressing tables glass top was all smashed - cannot believe it was left like that for people to come into. Cut my finger on it - no answer on the phone for reception so went down - great compensation was given for this but we’d rather it hadn’t been the case in the first place. The window in the room was also broken & never fixed & we didn’t have the Prosecco and chocolates we were supposed to have on arrival in the room with the voucher we’d booked. Very poor start. Eventually after asking for it about 4 times we got the Prosecco on day two. The room was also extremely hot - with one window that didn’t open & a fan that was useless. There’s also an emergency light you can’t put off at the door which is quite annoying at night.
The outside spa pool was lovely - glorious to sit out in the jacuzzi in the sunshine, the inside pool was a bit dark but we just had a quick dip to cool off. Sauna and steam room were closed. The spa treatments were fab & the girls and guy in the spa were all so lovely.
The restaurant had posted its new menu 2 days before we arrived - a 3-course market menu for those on dbb & an a la carte. When we got down for dinner it was only the a la carte that was available & you were allowed £30. The menu wasn’t really to our taste, we later found out (once we had eaten) that fish and chips and a burger were also an option not printed on the menu & there were sides available too but they weren’t printed anywhere…. We got them on the second night and they were lovely. The desserts were good & the cocktails were lovely! The guy from the dram bar was up working there & so was the maintenance man…so short of staff I guess? Disappointing that the dram bar was shut as well with no notice - I had booked a table for Monday night - absolutely no correspondence to say it was closed - bit of a joke. We had also booked afternoon tea which was supposed to be in the camillia lounge - again absolutely no correspondence & we went to the lounge & were told to go back to the vista restaurant because it was shut. Really disappointing. Afternoon tea was nice but defo not worth £60. Breakfast was chaos. Complete opposite of a nice relaxing breakfast. Dirty tables everywhere & a massive queue to stand and wait in for a table and then for the buffet. Food was cold, asked for a fried egg which came about 20 minutes later, juices were empty… again understaffed or underprepared? Such a shame.
Would I return… ermm it’s a hard one. I would definitely go for a spa day as the spa and the spa staff are a credit to the hotel. I wouldn’t go back based on the room we had being dirty and tired. I would return based on the food but after this pandemic is out of the way & there aren’t such big menu and staffing issues. If it was cheap enough then i probably would return for an overnight but it is an expensive hotel to book so doubt I will.
All in all, after a very tough year & time prior to visiting I’ve left disappointed. less