We have visited the spa, which is part of this hotel and never been disappointed. The whole atmosphere of the spa forces you to relax and chill out. We decided this time around rather than just going to the spa for the day we would stay overnight in the hotel as well. We were on a dinner bed and breakfast rate. I am glad we did it that way around as otherwise the good of the relaxing spa would have disappeared very quickly going on the prices on food and drink in the hotel. The lunch in the spa cafe is always good and usually not too bad price wise, but this time around it cost us nearly £40 for a burger and wedges each, a soft drink and a cup of tea. However, we were treating ourselves so didn't mind too much. The rooms in the hotel are nice, but a bit on the small side. The one strange idea, which I can see that the hotel are just trying to be a bit different and quirky, but to have a toy cat that you put outside your door as your do not disturb sign and then to state that if it goes missing you have to fork out for a replacement is flawed for a start. We went out in the morning and ours was gone. My husband reported this to reception on check out and said that we would not be paying for it as we had heard kids running about the corridors earlier and as kids would naturally do, they probably had picked it up to play with it. The food in the brasserie for evening meal is really nice, but pricey as are the drinks. The cheapest bottle of wine is over £20 and it is not a very out of the ordinary one. The atmosphere in the brasserie is not great for a romantic meal, we found it to be quite the opposite. I know it states in the brochure that it is a more relaxed atmosphere, but I really don't want to be quite so close to other tables that I can hear their conversations or that my husband has to keep asking me what I have said cos he can't hear me.
However, I cannot fault the service of the staff in the evening, they were very attentive and friendly.
As we were there to relax, we were looking forward to a bit of a lie in, in the morning, however, this was not the case, the cleaning staff were walking up and down the corridor shouting to each other and laughing without much consideration for guests who might still be trying to sleep.
Breakfast was very disappointing, service was slow, you even have to order your fruit juice, you just can't help yourself to it from the buffet. We ordered our fruit juice and hot drinks and were told to help ourselves to the continental buffet and somebody would bring our drinks and take our order for hot food. The buffet had very little choice, I have gone to hotels where I have paid less for DBB and they have had a much wider choice of items available. We returned to our table and by the time we had eaten what we had from the buffet table, our drinks had still not arrived and nobody had taken our order for hot food. There seemed to be plenty of staff on at that point and not many guests down for breakfast. Eventually our order was taken and when it came they had forgotten the maple syrup to go with my bacon and pancakes, which again took a while to return with it. My husband had ordered the full cooked breakfast and he found it extremely greasy.
On checking out, my husband related all of this to the receptionist, who he said hardly even acknowledged him, and mumbled something about writing it down and would let people know.
I have to say I was quite surprised at the contrast between the way we were treated in the hotel to that of the spa, I think the hotel staff could learn a lot from the spa staff. We were very disappointed that the two did not match. I certainly do not think the prices of the hotel match the service and facilities provided.
We will definitely return for a spa day, but would not stay at the hotel again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to post a review regarding your stay in February. I was pleased to read your comments regarding our Spa and the service you received at dinner in the brasserie. I was very disappointed to learn of the problems you experienced at breakfast and I sincerely apologise for our shortcomings on this occasion. I do appreciate all your constructive comments as it is with feedback such as this that we can continually monitor our services to our guests.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.