When I arrived I was told that I hadn’t got a booking, but whilst they sorted it I could go to the bar / lounge and use the facilities. As I am a smoker I was told that I had to use the smoking area to one side of the hotel, which was fine, but there were no chairs to go with the tables. The other side of the hotel was for non smokers and they were provided with table, chairs and seating pads. I had booked an afternoon tea for half past 12 and was told again that I wasn’t booked in. I had to provide the email trail to confirm this was the case. Half an hour later we were given a bowl of cold chips as a gesture for the wait. On then checking in, again, they had no booking on the system ( they still hadn’t sorted it 3 hours later ) Eventually we were allocated a room on the second floor which I could not accept due to health issues with my mum, as there is no lift and my mum can not manage the stairs. I was then given a ground floor room. Again, I had contacted the hotel directly several months ago to make this request. At this point I asked the receptionist to check that our dinner reservation for 8.30 was on the system. On arrival in the room I noticed that there was no netting in the window so to enjoy any privacy we had to close the curtains. Our room was directly opposite the conservatory where people could see in. Looking at our room from the conservatory the following morning I noticed that both rooms either side of our room had netting. After being in the room for about 10 minutes a lady walked in, without knocking, much to our surprise and then disgust. Turned out she was the housekeeper. The receptionist then rang the room to say that our dinner reservation wasn’t booked in, but they had booked it in now.
Overall we were extremely disappointed, frustrated and annoyed with the whole experience as we had stayed here last year and it was really good, hence returning for a second spa break. I would never recommend the hotel and I would never stay here again.