I booked a spa break through Secret Escapes for our anniversary , It included a superior room and a massage each so I was expecting a luxurious relaxing stay . This is not what we got.
The drive up to the hotel was beautiful and the building itself looks stunning from the out side I was really looking forward to the stay.
We checked in and went to our room we quickly put our clothes away and got our swimming costumes ready for the spa and massages, we had bathrobes in the room but no slippers so my partner went to get some from the housekeeping staff who were in the corridor . (we should have had slippers) I noticed in the bathroom that we only had 1 hand towel and 1 bath towel so I rang down to reception to ask for 1 more of each, we then went off for the massage and pools . We had our massages, used the hot tub, pool steam room and sauna, the pool area was not as large as I anticipated and there were not many loungers but it was a pleasant relaxing experience. We chose to shower back in our room as time was getting on and we had a meal booked in the Country kitchen restaurant .
When it came to having a shower that is when it all went down hill some new towels had been sent (2 bath towels) 1 of which was badly stained with blood !!! ( obviously I didnt use it) We then found that the hair and shower gel in the shower was empty and the "luxury" toiletries they provided were 2 shampoos and a body moisturiser that had been used and was empty!!! upon looking more closely I could see that the bathroom floor was quite dirty and had long black hairs on it !!! I was now thinking the room maybe had not been serviced correctly . Dressing quickly for dinner I stopped off at reception to show them the blood stained towel, empty body lotion and to tell them about the other issues and to ask for extra coffee, sugar and milk (empty sugar packets were also found on the coffee tray) The receptionist did apologise and asked if we wanted to change rooms I did decline this offer as we were about to go for dinner and all our clothes and possessions were organised in the room so I just asked for the issues in our current room to be rectified.
I will say we had a lovely meal in the country Kitchen carvery restaurant and the staff polite and efficient , nearing the end of our meal the manager came to apologise for the issues we had raised and said that a complementary bottle of wine would be in the room for us. So I thought upon going back to the room all we be ok BUT NO upon going back to the room yes we had a bottle of wine but none of the other issues had been resolved!!! by now it was late and we were tired so went to bed.
Breakfast had a good selection for the continental however the hot selection could have done with being warmer. The sun was shining so we a a bit of a stroll around the grounds this was lovely then we had a sit in the conservatory again lovely in the sun .
Over all what should have been a relaxing, luxury ,anniversary break was not as relaxing and certainly not luxurious . I understand that in the hospitality industry it is busy and demanding and things do go wrong this is normal and happens in many places but what disappointed me the most is that nothing was done to rectify the issues we raised , at the time changing rooms did not seem necessary or a real option as it would have effected our evening enjoyment and would most certainly not have been relaxing , I honestly thought our current room would just have a few simple things correcting and the fact these were not is the issue. If things go wrong Im satisfied if they are quickly put right but on this occasion they were not .
From now on I will make sure I thoroughly check rooms before I unpack , luxury cannot be guaranteed less