I wrote this email to the hotel a month ago (shortly after our stay there), but sadly received no reply, which kind of backs up my point about general customer service.
I wanted to write to thank you for our stay at your hotel this weekend, and also to give you some feedback which you may (or may not!) find useful.
We stayed in the Caldaria Spa Suite on Saturday night on your Valentines package. The room was fabulous, thank you! Definitely a selling point of your hotel. However, I arrived on my own (my husband met me there later), and no one asked if I needed any help with my bags. To be honest I would probably have declined this, as I am perfectly fit and able, but I admit I expected to be asked as a courtesy, and I did walk past several members of staff in reception. But the thing that I really think that you would benefit from would be having someone show guests to the room, and explain the features of the room. We had to call someone to explain the coffee machine as we didn't want to fiddle and risk breaking it. (Apparently this happens alot). I just felt that it would have been helpful had someone shown us the basic things of the room especially as there are so many things to figure out - like the music system in the ceiling of the sauna which we discovered by accident. I did look to see if there was a 'room specific' manual but couldn't find one. Also, I noticed on the information notice outside the room (a nice touch), there was a spelling mistake - you may want to rectify that!
Now to the lovely things - and there were plenty. I had a massage in the spa, and Danielle was fantastic, put me at my ease, met my specific requests and was very good at her job. She deserves special mention.
The room was fantastic, the Prosecco and handmade chocolates were lovely and the basket a nice touch. The TV with selection of netflix and other channels brilliant. (What would've really topped it off would have been if you could've linked the TV in the bedroom with the TV in the spa en suite, to continue watching the same film there).
The bed was lovely and pillows so comfy. It would've been good if the lamps around the room which gave a lovely evening light could have been operated by the (seemingly useless) extra 2 light switches by the door and above the bed.
The food was fab, and restaraunt staff helpful. The late check out was just brilliant, and without that it would have been difficult to feel like you had enough time to really enjoy the room.
Despite the little niggles that I outlined, we very much enjoyed our stay, and although we were only a couple of miles away from home (!) it felt like we were in our own little world. The room is fantastic, and you clearly have a very unique feature there.
I hope that this is helpful to you. less