This is an excellent hotel in almost all areas – décor, service, staff, food, bed comfort, facilities – with two notable exceptions. Firstly, the rooms, while nice, do not match the grandeur of the communal parts of the property, and are somewhat worn and old fashioned. Secondly, the spa is lovely but the entry times (3pm on day of entry to 11am on day of checkout) are restrictive and unusual compared to most other hotels. The hotel must have intentionally decided to take an off market position and I am surprised they don’t appreciate the impact on guests. For example, if you check in at 1pm because your room happens to be ready early, you are still not allowed in the spa until 3pm. And, if you are not catching your train/plane/ride till later in the afternoon on checkout, you are not allowed to use the spa for an hour or two in between. So if you are having a one-night getaway, there is quite limited time to enjoy the facilities once you factor in meals etc. The irony of it all is that the spa was virtually empty the entire time. This does not detract from the fact that overall it is a lovely place, but it is a bizarre policy for an establishment that markets itself as a spa hotel.

Best customer service provided by Kia at reception. My booking was made for a different date than the one I had in my calendar and Kia managed to reschedule everything within 10’ so that i could still enjoy the day. Facilities amazing and therapists too. First class service. Well done!

How this hotel can claim to be a luxury hotel is beyond me. When I checked in I asked for a quiet room and was assured that I would not hear any noise from the wedding that was currently taking place - that was not true. When I returned to my room at 10 pm to sleep I was kept awake by loud music from the wedding reception. I did not complain because I thought it was unfair to the couple celebrating their wedding to do so. However, in the morning when I had to complain about my breakfast that I had ordered for 7.45 not being delivered over an hour later (and still waiting) I did mention the noise to the reception staff who said if I had complained the music would have been turned down. No mention of why I was misled about it being a quiet room. Back to breakfast when I rang reception after the breakfast was 30 minutes late the girl who answered the phone asked me three times what I had ordered because she couldnt remember. I was rung back by a man who said and I quote 'the guy is doing the best he can he is run off his feet'. When I pointed out that it was not my problem if the hotel didnt employ enough staff he just kept repeating - he is doing the best he can! When I asked when I would get my breakfast he said he is doing it now. That was over 30 minutes ago - still no breakfast. The point of my review is - if you are paying top prices to be staying at a top hotel then you expect top service as that is all part of the experience. The guest should not have to lose their temper in order to get what is offered as a service but not delivered. It will be interesting to see what they do about making amends. Later in the day I went to Reception as I had not heard anything about my complaint and was told the Duty Manager would speak to me, which she did. She apologised about being misled about the 'quiet room' and she apologised for my extremely late breakfast which I didnt eat as the poached eggs were cold - not my thing. When I pressed her about compensation she offered me a late check out, or a bottle of prosecco or a voucher if I were to come back to the hotel. I pointed out that I didnt require a late checkout and that I definitely would not be coming back. The bottle of prosecco would have been welcome but I didnt really think it was adequate compensation. After some persuasion she agreed to refund me £40. which I can confirm has been received. It does not alter the fact that what should have been an enjoyable weekend attending my great-niece's wedding was spoilt by my experience and the main point I would like to make is a guest should not have to fight to get some recompense when a hotel fails in delivering the service that it is charging for. Before I finish I must mention the guy who eventually delivered my breakfast, his name is Lutanda, which means Star and he truly was a star, he was extremely kind to me as he could see I was upset and he treated me as a fellow human being rather than just another paying guest who will be gone tomorrow. Thank you Lutanda - I wish you every success in your future life.

On arrival we had a mix up on reception found the staff bit on rude side. Room was small but well equipped quite noisy seemed to be a lot of work going on. Food was really nice great breakfast, hotel staff friendly and helpful . It was ok but not what I expected

Amazing SPA day. Very modern and has great facilities. Lunch was great and was also included in the package. Will be back, thank you.