We were really looking forward to this stay, but unfortunately it didn’t live up to what you’d expect from a 5-star hotel. Check-in wasn’t welcoming at all. The lady at the front desk didn’t make us feel comfortable, and first impressions really do matter. She came across as impatient and slightly judgemental, and didn’t explain anything about the facilities or breakfast. At this level, that information should be offered without guests having to ask. The room itself was gorgeous, very spacious, clean, and well laid out. There was water provided, amenities were working, and everything was easy to use. However, the drainage was an issue!! Both the sink and shower overflowed before slowly draining, which was frustrating (pretty disgusting) and not what you’d expect from a hotel of this standard. Later, we went to the Garden Room for drinks, and this is where things really went downhill. There was no tequila available on a weekday night, meaning half the cocktails couldn’t be made. These things happen, so we chose something else but the cocktails were served in water glasses which just didn’t feel 5-star at all. There was only one drinks menu available, so we had to borrow one from another table. There was no table service, and when we asked to pay, staff seemed confused and asked us to remind them what we had ordered. At one point, someone randomly asked if we were looking for a teddy (no children), which honestly just added to how disorganised everything felt. It didn’t seem like there was clear management or structure. Breakfast was good. Fresh options and quick enough service. But even then, there were small gaps. We were asked “if” someone had served us rather than staff knowing themselves. In a 5-star hotel, you expect smoother communication between the team. We didn’t use the pool or golf course, so can’t comment on those. Overall, based on this experience, and having stayed in many 5-star hotels, this was very below par. Sadly, we wouldn’t return.

2 weeks ago

I have mixed feelings about this stay. On the positive side, the rooms and facilities are beautiful, and overall the property has a lot of charm. One of our rooms did have a slight mold odor, but aside from that, the accommodations were comfortable. The staff were genuinely lovely and welcoming, and while the food was decent, it did not quite meet the expectations typically associated with a luxury property. The main disappointment was the Christmas experience, particularly given the premium price charged. For a stay marketed as a special or luxury holiday experience, we were expecting something far more immersive and memorable. Instead, it felt quite minimal, with a very brief interaction and what came across as low-effort elements, which did not align with the price point or the overall branding of the experience. Overall, while the property itself has many appealing aspects, I would recommend setting expectations carefully. If a stay is being marketed and priced as a luxury seasonal experience, the execution should match that standard.

a month ago

We had a lovely one night stay for the bank Holiday. The positives: really friendly check in staff, restaurant staff were excellent as was the food, we got an upgraded room and the pool was lovely. Grounds are fabulous and it's conveniently located so very easy to get to. A few improvements could be made, the line was very long at check in and our room wasn't quite ready, they upgraded us and I still wasn't overly impressed with the standard on the room. The family room has 2 double beds and I like to feel more comfortable than home when we go away as we have a superking bed so we were a bit squashed. The bathroom is in need of an upgrade, the drains were also slow to drain water away. There was no lockers free at all in the women's changing room, the pool was very busy there was about 100 people in it so notice space to swim. The playground could do with an upgrade it's a bit tired looking and some things half broken. We would definitely stay again though and our kids had a lovely one night stay.

a month ago