“Relaxing stay ruined by leisure centre style spa and worst restaurant service ever!”
I really didn't want to have to write a poor review for this hotel, but feel I have to. I Stayed at the mere last week, driving up from London for the night for some R&R. Upon check in, we were told that the spa has a dedicated children's time for 2 hours... Never mind, you think- surely there won't be many kids staying here as the basic room is 175 a night.... No, it seems every range rover driving mum within 10 miles turned up, making our relaxing afternoon by the pool comparatable to that of a local council leisure centre, with parents throwing balls around and kids screaming and shouting... Needless to say this was right in the middle of the afternoon, so we promptly left, feeling a bit bitter about not knowing that this would be the case... I'm still baffled after telling management why this was not mentioned on the website buy instead we were told on check in after passing over our credit card details.... Probably because people like me who are looking to escape this kind of experience would probably have gone elsewhere in the first place. The spa itself was great, facilities perfect- why ruin it for your guests by allowing these clubs at all??
The rooms are very nice in the hotel, but lets not get carried away as you are paying top prices for it, so this should be expected. They did need a good dust though- attention to details- I would suggest the head housekeeper sits on the loo and looks at the bathroom from a guests point of view- all the lower shelves, mirrors etc are covered in dust!
Breakfast was a joke. Dirty cutlery, lipstick on cups, food tepid and not replenished, service dreadful etc etc.. it was like a scene out of faulty towers. We were told to go back to our room to wait as it was too busy at one stage! People were eating off of their laps! It's a good job that a hotel ratings inspector wasn't there as management would have been very disappointed.
Upon leaving I did complain, and the guest relations manager was very polite and dealt with my complaint well. I followed this up with an email which she said was being passed onto management to consider... 1 week on, no contact from the manager, hence my review on TA. Sorry, I gave the hotel a chance to make things better but I guess my opinions and the fact I spent over 200 pounds on a night with you counts for nothing...
Overall a nice hotel but have stayed in a lot better places with more professional services. If you don't mind an expensive room where management clearly prioritise non residents then this will be right up your street!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 29, 2013
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Thank you for taking the time to post a review.
I do believe that your concerns have been addressed and you have been contacted directly, however if you wish to discuss this further please do not hesitate to contact me.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.