Where to start? A relaxing weekend spa break was what we were expecting. A series of missed opportunities is what we got.
Before we even arrived the disappointing phone call, informing us that our treatments had erroneously been scheduled for the day prior to our arrival, set the tone. As the spa was fully booked for our actual arrival day, no treatments could now be offered. With less than 24 hrs notice this meant finding an alternative spa break was not an option.
We would have to make the most of the weekend and settle for the use of the spa facilities without the treatments we had been looking forward to.
Upon arrival, we decided to leave our luggage in storage and check into the spa.
After paying a deposit for a locker key (pay a fiver, or a tenner, or twenty pounds - whichever note you offer, they take, no change. They will just give you your note back later. Okay...) we were given a towel. No robes and slippers were offered to us (those were reserved for those lucky enough to have won the treatment lottery). We really could have done with a robe, as the "thermal lounge" was freezing cold. Luckily we could warm ourselves in the sauna, or the aromatherapy damp room, or the steam room. Except the steam room was not working. Despite a few attempts by the manager to get it going, we found the benches were cold and the room's steam supply seriously haphazard. Someone had taken it upon themselves to amend the information chart steam room temperature by crossing out the 60C to show 40C was all we could expect. Tropical shower, erm, out of order. Jacuzzi you say? "We opted for a larger pool instead". A great big square pool.
In case we had been warm enough to relax, we would have had to make do with three loungers staring at a wall. All very uninspiring and after an hour we had lost all interest in our spa break.
So we headed to the showers, which also had a warning sign saying the water pressure was low. Surprising? Not really.
As an apology for the cancelled treatments the manager had arranged some drinks and snacks in the hotel bar, so we decided to go and enjoy those. The hotel bar staff were friendly and helpful. A highlight of the weekend.
After a wander through the nearby shopping street, lovely square with fountains (it is in a really central, nice location) we asked to check into our rooms.
The receptionist confirmed our three rooms were a triple and two twin rooms and handed us our keys. When we tried to get into our rooms, two of the rooms' keys were not activated so we had to head back down to reception to have them activated.
Finally, we managed to check into the rooms, only to find that the triple was in fact a double bed with a camp bed set up next to it and the two twin rooms contained a small double bed in each room. After a phone call to reception, they claimed our room order (through a booking agent) was showing a request for doubles and they were unable to provide twin rooms. They offered to set up some more camp beds, but we decided an additional duvet would be a better option than banishing someone to a camp bed.
Before heading out we asked to confirm our dinner reservation and checked if it could be moved to a slightly later hour (the complimentary snacks for our cancelled treatments meant we wanted to eat a bit later than we'd originally planned). There was a lot of confusion as to when (if at all?) our original dinner reservation was scheduled and the receptionist had to run around to the restaurant to clear this up. All good, dinner was now rescheduled to 8.45pm.
Our booking was for 7 adults and included dinner. As only 5 adults could make it for the dinner reservations, we asked if we would be able to change the two 3 course dinners and convert them into a few drinks or any other options. We were told we could order off the A la Carte menu instead for an additional £36 if we preferred. Only to then be told once we'd been browsing the new menu that this was now not an option anymore. We would just have to order two extra 3 course meals off the set menu. Tapas style dinner, anyone?
We opted for a few extra dishes and chose a nice bottle of wine to accompany our meal. Unfortunately our chosen wine was no longer available, so we had to go with a cheaper option.
Dinner arrived and our starter which would include a quail's egg according to the menu was served without an egg. Something quickly remedied by the waitress who returned with the dish including the egg. A rather large egg. We joked that they must have some massive quail laying these eggs, and the embarrassed waitress confessed that they had indeed ran out of quail's eggs and she apologised for not pointing this out upon ordering, nor when we sent the dish back asking for the egg, nor when she served us the large egg. "I'm very sorry, yes, this is indeed a chicken egg".
By this point, it was all getting a bit fawlty towers so we just laughed it all off as just one of those things.
I could go on to mention that the roast potatoes were the size of a diced carrot or that they tried to charge us for the expensive wine bottle instead of the cheaper one we had actually received, but the waiter and waitress were actually helpful and pleasant so I won't.
After the meal we decided to order another bottle of wine from the bar only to find that the same bottle had now gone up in price. Something which they would have been justified in doing, if only they had amended their actual price listing. Needless to say we offered to pay the same amount as we'd just paid in the restaurant. After a few drinks in the chilly bar area we decided to call it a night.
The breakfast service was lovely and the staff very cheerful and showed the first signs of the good customer service you would expect from a 4 star hotel. Such a shame the rest of the weekend's service couldn't have lived up to the same standard.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.