- Liked: Property conditions & facilities, room comfort
- Disliked: Cleanliness, staff & service
Fur coat no knickers - beautiful but disapointing
we booked several days in advance and contacted hotel via email for free airport shuttle collection. they replied and stated a pick up time. on arrival day we were left waiting at airport for 45 minutes before we called hotel to ask where pickup was. clearly they forgot. not a good start. at reception there was a sign saying pool, gym and games room closed due to covid. ok fair enough but where was the prior warning when we booked this hotel or when the hotel emailed us? we paid alot of money per night and couldnt use facilities. we politely asked for compensation (discount, free meal or drinks) but the manager said nothing we can do. poor customer service yet again. evening meal was disasterous, server didnt know how to make a gin & tonic, my meal was not as described on menu, food was luke warm and dirty cutlery on table. the hotel room was dirty in places. ok some positives - nice room, comfy bed so slept well, amazing shower, beautiful pool area and reception. customer service is the biggest let down. ive had better service at guesthouses charging £12 a night than here which cost £80 a night. hotels.com were charging significantly more than booking direct with hotel.