Went to stay as a special gift from my children for my 50th birthday. I had been before and raved about it and so was expecting a very special time. First impressions were favourable, the room was lovely. We went for our evening meal and it was so disappointing. I ordered prawn cocktail, it was ok nothing special, the prawn toast was just so greasy it was dreadful. The main course was duck with stir fry veg, my first mouthful was so salty it made me physically sick and I had to spit it out, very very embarrassing in a restaurant, the duck was ok but the garnish and vegetables were inedible. I had no option but to complain. It was taken away, the waiter returned and told me that both he and the chef had tasted it and agreed it was very salty. Giving the excuse that they had changed their soy sauce so that was why it was salty. I was amazed as for a restaurant with a high reputation I would expect the chef tastes the food before sending it out. I was asked if I wanted to choose something else, but my husband had his meal, I didn't want to wait too long and also had felt sick so requested something light, was offered fish cakes, they came with some chips, were ok but not outstanding. My husband had the fish platter, it again could only be described as ok, disappointing. We went back to our room, later we couldn't sleep as the room was too hot and we couldn't alter the temperature. We couldn't open window or door as we couldn't switch the hot tub off, we were unable to get in touch with reception as nobody answered the phone. Next morning we did not receive the early call we had been offered and requested, as a consequence we missed breakfast also. When we went to settle the bill, the receptionist did apologise and didn't charge for breakfast. We had been charged for my fish cakes which my husband refused to pay for. We outlined our complaints and the receptionist did agree that we had been let down by two departments. She said that we would probably receive a follow up phone call. After a couple of weeks we hadn't received any communication. I sent in an email complaint. The response was wholly shockingly inadequate, considering that it cost £250 for the experience of a very poor meal, disturbed sleep and no breakfast. My children had saved hard to give me an extra special treat and this hotel and restaurant ruined my gift. I got a very brief email apology from the managing director, which basically thanked me for my feedback and my comments would be taken on board. Certainly not enough to win me back as a customer and prevent me telling as many people I can about my terrible experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.