Member since 2022
Anything but luxurious
stayed: March 2024
Very, very disappointed. My husband and I booked a special deal for a night s stay in a Superior Double Room, with Prosecco in the room on arrival, access to the leisure facilities, an allowance for dinner and a late check out. We don t have a lot of time together away from our two children, one of whom has a number of neurodiverse conditions, so we were really looking forward to a special break. On arrival, the Prosecco wasn t in the room. We tried to call Reception but it rang and rang - throughout our stay there was only ever one person at a time on Reception despite it being busy so we often had to wait a while. Eventually we had to go down to ask - the girl behind the desk said she would get it sorted, (which she did), however there was no apology.
The room was nice and clean enough but for a superior room I would have expected air conditioning and more than two single beds bound together to become a double with a strange board between them. The pillows were incredibly hard and uncomfortable and it was too hot, so neither of us got a good night s sleep.
The dinner was really lovely - however, we were in the restaurant for THREE hours. The drinks and first course came fairly quickly but it went quickly downhill after that. Between finishing our main and the waitress clearing the plates and asking us if we wanted to see the dessert menu, we waited over 45 minutes. After she brought the menu, it was a good 20 minutes before she came back, and after we finished our dessert we waited half an hour before giving up and going up to the bar to ask if we could settle up, (disturbing a waitress having a chat with her friend!) She brought the bill, which was wrong as it didn t include our dinner allowance, so we had to wait while she asked how to remove it from the total amount.
Back in our room, we called and called the Room Service number to try to order a couple of glasses of wine, eventually getting through to the same girl as earlier on Reception, who told us: They re busy. They ll call you back. Again no apology or care. They didn t call back. We finally got through to the bar and the waitress brought our drinks up pretty quickly, (although we were charged 5 for it), and was friendly and helpful.
We visited the leisure area/spa the following morning and it was so disappointing - I had to take my bag out with me as all the lockers were full or broken. The pool and jacuzzi were too busy to use, people had commandeered the sun loungers so there was only one left and the steam room was far too hot. We only stayed about 20 minutes - the same group of people were still in the jacuzzi as we left!
All in all, I don t feel that we got even half of what we paid for. Really nice food, nice bottle of Prosecco but the service was crazily slow, (and it wasn t hugely busy. There were at least three people serving but I heard other people complaining), the room was anything but superior and there weren t enough staff, especially on Reception. Luxury this wasn t! A real waste of hard earned money and time.
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