855melanieg
June 2, 2024
The hotel is beautiful. The rooms are exceptional with luxury elements. However, I don’t believe the 4-star rating reflects service. I should stress at this point that every single staff member we met was kind, helpful and courteous. However, the systems in place and management element of the hotel is somewhat lacking and really needs improvement. * There is no-one to help with bags on arrival. This is the first 4-star hotel I’ve visited that didn’t provide this service. * Requests made via the initial booking and follow-up pre-check in survey were not even acknowledged and had to be re-requested on check-in. * This was a special occasion, notified in advance. Not acknowledged by a single member of staff. This is the first 4-star hotel we’ve stayed in that has never asked at any point if it was a special occasion. * Our “Spring Package” booking stated a welcome drink of a glass of CHAMPAGNE. We had to follow up with reception and ask, as it was not forthcoming. When delivered to our room, it was NOT champagne, but Prosecco. We are well-travelled, are used to high end hotels, fine dining and absolutely know the difference. A cheap shot. * The champagne bar and one of the restaurants were closed for refurbishment. We were not notified in advance, nor at check-in. * We were informed by reception staff that a large party was booked into the restaurant at 7:15pm so were encouraged to book dinner earlier to avoid delays in ordering. On arrival at the restaurant at 7:00pm, it was evident that this was NOT the case (there were no large tables set up) and it was simply a ruse to encourage diners to book early (I assume that this ensures an earlier finish for staff?) * Breakfast service was chaotic. All we heard throughout service were staff apologising to each and every table for missing items, queries on orders, etc. This is NOT a 4-star standard service. It’s clear that the hotel relies on the unique setting. Despite all of the above, we DID enjoy our stay, but would not return, unfortunately.