We booked a weekend break with a view to staying an extra night however, we couldn’t escape quick enough. I tried to call the spa to book a spa day for my hubby and I and each time the phone range and cut off! So no spa could be booked. Let down number one! Upon arrival I checked in and was told the bill was £540?? £440 for the room and £50 per room per night “incidentals” on my card. Not a problem but why not say this instead of just expecting us to know. Let down number two! I mentioned about the spa, there was no apology and was asked if I wanted to book in there, nope that ship unfortunately had sailed. The room was spacious and comfortable enough with everything you needed, I would have expected a coffee pod machine for the price of the stay but instead a kettle and instant coffee it was, this need addressing, I understand they’re undergoing refurbishment which is fine, but let people know and price rooms accordingly. As the room looked tired with peeling wallpaper etc. The breakfast was a huge let down…. (We stayed 6 years previously and the breakfast was cooked to order!) it was on a par with a toby carvery breakfast! The station was tucked into a corner of the room so that if one person was helping themselves, nobody else could get in, leading to it being very awkward to navigate! The coffee was terrible. Not what you expect from a 5 start hotel! That was faux pas three at this point. After breakfast, We decided to check out to spa area. We walked down in our slippers and robes and was met by a young brunette girl and very rude blonde woman, who were deep in conversation about another member of staff. They didn’t stop their conversation for us but did for another woman arrived after us. After she had finished dealing with this lady she didn’t even look at us and just grunted sign in there. There was no direction as to where anything was. No warm smile or any sort of customer service! After making use of the pool and sauna we decided we’d like to sit in the jacuzzi outside…… we were just about to walk in and a young brunette girl said no you can’t go in there!!! I said I’m sorry? She said you aren’t allowed in there at 10.30am as they hold the area to “paying spa guests only” and if we wanted to go in we could after 6pm, This is where I decided to put her straight regarding the failed phone calls to book said spa and that they’d missed out on £324 for the two of us because they couldn’t be bothered to answer nor could they show us the time of day when we arrived at the reception! The attitude of both these women was unacceptable and disgusting!!! Definitely not the attitude to have when dealing with “paying” hotel guests. We weren’t staying a third night and upon check out I noticed 10% gratuities had been added to our bill! I’m not sure why, nobody served us at a table, we had to frequent the bar and carry them ourselves to our table! I couldn’t order room service from the bar this was an issue for some reason! It was a fa
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