Myself and partner received this all inclusive break as a Christmas present, which we thought would be an enjoyable relaxing spa experience. How wrong we were...
We got to the hotel to be greeted with a
Large queue, we had to endure this for 40 minutes, although the lady did apologise I did feel that they could have had more reception staff to deal with the influx of customers...one lady was even visibly complaining in the middle of the foyer about the price of her room given the state of it.
We got the keys to our room and were actually quite shocked at the cleanliness. There was coffee stains up the bathroom door and the cups were visibly not clean...the stains on the inside and the outside of the cups were not great to be met with. I went down to reception to advise that I didnt think our room had been cleaned, but she assured me it had. She called housekeeping and you could tell this wasnt the first time that she had had cause to speak to her that day. The lady said they were struggling with the room turnaround due to the all inclusive deal and that check out wasnt until 1PM so gives them only 2 hours to sort them all out. OK not my issue as a paying customer but I accept that isnt a lot of time, but this should have been factored in to the check in/out times available.
I got back to the room and the housekeeping lady came up shortly after being visibly out of breath, she took one look and said I am so sorry this isn't our usual standard and heads will roll for this! The worktops hadn't even been cleaned down. She said she would bring me 2 more cups and to be fair to her she did almost straight away, but the room wasnt actioned any further than new cups.
Later in the evening my partner went to have a shower, and despite the shower gel being full, the dispenser wasnt working (yes you could argue that I should have brought my own, however in my experience normally it is provided, especially in a country hall hotel). I once again made the journey down to reception and waited a further 15 minutes as the queue was still hefty! At this point I also requested another room. The lady said I could upgrade for £15 to one of their suites, however upon checking there appeared to be none available, anyway ...Explained to the same lady the issue in room and she gave me some more shower gel in a little pot. Great that's that sorted then...surely that's it??! 🤔
On to dinner ..we got to the restaurant at our allocated slot and the table hadn't been set so we had to wait outside until we were advised, but this wasnt the overriding issue...we were given our inclusive menu, and a further 2 menus, were told that everything off the main menu was inclusive and no charge, however if we order anything off the other 2 menus there would be a £15 allowance each to do so. Again, not the overriding issue as I am fussy with food and fully expected not to like anything on the inclusive menu. I ordered a starter from the all inclusive menu and a main meal stroganoff from the a la carte, which was £16.95 so my line of thinking is that I would only have to pay £1.95 to this. My partner did relatively the same but he ordered a pricier meal and was prepared to pay the £10 extra for his. The food was beautiful, I have absolutely no complaints whatsoever! Compliments to the head chef, let's just get that out there...so we came to pay and were hit with a bill of nearly £20!!! I questioned it and the lady said because we had ordered starter from one and main from the other it is £15 TOTAL ALLOWANCE for all the food and the allowance for the menu, so effectively we had to pay for our inclusive menu starters and the difference between the mains and the £15 allowance...not so good at explaining that before we ordered. I proceeded to advise that it wasnt explained very well and I wasnt expecting to pay that much, to which she replied it was hotel policy and that was the charge! Brilliant! My partner doesnt like hassle so he actually paid the £20...causing an argument in the process! 🤭🤭 Right that's that then, surely the end??!
We got our drinks from the bar and were having a good night and I decided to go to the loo. BIG mistake! I walked in and i can only describe to be met with the contents of a new born baby nappy! The colour before it becomes poo...bit like a Korma! Believe me when I say, it was everywhere. Walls, floor, toilet bowl, cistern - pretty much the only place avoided was the ceiling! I walked straight back out and guess what....went to reception! Yes, you guessed it, the same lady! I advised of the situation and she said she would get the night porter right on it. I did happen to notice that there was a few sick looking faces heading to reception on my return to the bar, I guess the influx of people had also seen what I saw!! An hour later and no one had been to clean the toilets as I went in and it was still there, the mammoth explosion! At that point I went to the room and returned for the night.
Was a bit deflated after what was supposed to be an enjoyable relaxing weekend, I spent more time at reception than anywhere else. May as well have stuck a camp bed behind there, it would have been less dated than the room and probably a good sight cleaner!
We used the Spa on the Monday after breakfast, and the sauna was put of order! Pretty minor in comparison but worth a mention. The rock waterfalls dont appear to have been working either. Still nice to look at but if it's a feature then to me it should be working and visible.
We came to check out and again were standing in the queue. Each guest in turn was asked about their stay and if they enjoyed it. I thought to myself I will use this as my opportunity to air my dismay when I am asked. The same lady that had received all our issues was the one checking us out...she didn't even bother to ask about our stay, I'm guessing she remembered that we probably hadn't had a great time! No apology made, and nothing notable was said. I did purchase a soft toy for my son for £10 which I thought maybe we would have got complimentary given all our issues but it never happened and we paid for it. Although not a given it would have been a nice gesture given our experience.
My advice, dont take up the all inclusive deal as it seems to equate to them as reason why there should be a failed level of service. Lovely hotel which unfortunately does need updating. less