Hotel itself was a pleasant surprise. We were so taken by the area and the outdoor pool, having booked only one night we asked reception if we could extend our stay and were told this was possible until Saturday. At 1300 on Friday I was approached by a member of staff at the pool giving us 30 minutes to vacate our room (we were a family with a 1 year old and this was a very tall ask at short notice while my husband was getting her to sleep). It was agreed there had been some misunderstanding somewhere along the line about availability. My husband returned from walk with baby to find me Péri-hyperventilating about getting room ready to vacate (they wanted us to move rooms) and took it upon himself to question the necessity of a room move (apparently an upgrade) on our part as opposed to a romantic couple (of which there were plenty). Hotel agreed in the end we could remain for the night.
Later that afternoon a 60 minute spa treatment I had booked lasted only 35. Was asked to sign for it before the treatment. Raised the issue on check out, was told I had misbooked (though was very clear understanding with spa reception as far as I was concerned at the time I was booking the advertised special). Showed assistant manager the advertisement, was told this was old advert, manager left the advert (in middle of spa) in situ for subsequent guests to fall into same trap.
Time was pressing to leave with child’s nap schedule, left and sent email of complaint to manager. Response was we had booked 3 nights, requested 4th and been denied and remained in situ despite this, which was start to finish totally inaccurate, having initially actually only booked one night and given my obvious surprise at being given 30 minutes to pack up!
Absolutely despicable approach to customer service, which is a shame given location and outward appeal.
Also despite spending 4 nights with toddler (and accompanying dirty nappies) no room service offered, bins not emptied (COVID), no new towels, no replacement coffee etc.
Overall sad to say it was a horrible let down and would certainly advise to avoid. less