The lobby of this hotel is very impressive as you walk in, and the staff who greeted us at the door were extremely friendly. Unfortunately the lady who checked us in was not friendly at all which completely ruined our first impression. She went through all the usual formalities, and then just told us to have a seat and wait. No explanation was given as to why we had to wait, but we politely took a seat anyway. After a while, she came over to us and said that because of the festive season (our stay was on New Years Eve) that they no longer had our room available that we had pre-booked. We had booked an executive room with two double beds as were were travelling with two children. Instead we were offered a room with only one king bed in it. I understood that these things happen, and reluctantly accepted the room but insisted we also be supplied with a rollaway bed free of charge. She didn't supply us with any information about the executive club - eg where it was, what was included etc.... so I needed to go back and ask for this information later. The room itself was nice and clean, and we were situated on the same level as the pool and gym area. The pool area was also nice on the rooftop. We visited the executive lounge several times where high tea was served between 2-4pm each day, and then cocktails and horderves between 6-8pm - all of which was complimentary. The staff in the lounge were excellent, and the amount of food in the evening cocktail time was alsmost enough to not warrant eating any dinner! We chose to have our breakfast in the main restaurant (other option was the executive lounge), and the breakfast was nice also. With our incorrect room we didn't have the greatest night sleep (with 3 of us sharing one bed), so the following morning we went back down to reception. This time we were served by an outstanding member of staff who apologised for the error with our room, and offered to change us to a room with two double beds for our second night. He asked us to pack up our luggage, and when a room was ready, another member of staff came and transferred us and our luggage to our new room. The reason I have still rated this hotel four stars is that it really was an exceptional property - it's just a shame that one member of staff tarnished our first impression of this property, but apart from that, I couldn't fault it.