Be very careful here, they completely make it up as they go along.
I wouldn't stay here again. These people do not accept responsibility for anything, everything is your fault, going the extra mile or even 1/5 of a mile is completely out of the question and 'Sorry' does not exist in this place.
There were several issues, but I shall go over the two most obvious...
I rang to make a reservation. When the email confirmation came through, it said I was staying in the lodge which isn't part of the hotel. I emailed to say that I booked to stay at the hotel and therefore, would like a room in the hotel. In the response I received, there was no apology but instead I was told that I had been told TWICE over the phone that I would not be staying in the hotel. (My fault, I must be deaf).
I said I would keep my booking anyways. Upon arrival, my room was pretty decent. I had. I no issues with cleanliness, all facilities worked and I was pleased with the room. I would have appreciated a fridge, but that is more of a personal preference.
I then went to use the spa facilities, I was told the spa was closed, although I could see people using the pool... You're either open or closed, you can't be both. Despite this, I was told the spa was closed and I wouldn't be allowed in.
I shall quote from The information I was given
"Bluewater Spa facilities are available to use Monday-Friday 6:30am - 10pm"
I don't see anything here about the last entry being at 8:30pm. Again, if I did, I wouldn't have deliberately chosen this hotel for the spa facilities, planned my weekend around being able to use them, to turn up when it was 'closed'. (I must be blind as well as deaf. My fault again, Sorry).
I asked the receptionist directions to the spa and she didn't seem to think it was closed either. We must both be deaf and blind.
I was very pleased with my room and all the staff members I spoke to, except the part time officer of the Gestapo who works at the spa, they were all courteous and helpful.
My room included breakfast, which I must say was very good. The staff at the breakfast buffet were brilliant. They were friendly and knew exactly what they were doing.
I wouldn't stay here again purely because customer service is extremely poor. I only had minor issues, but had I experienced worse, I wouldn't trust these people to put anything right. Passing the buck and the blame game is much more the style of this establishment. less