Guest User
January 2, 2024
I booked one night to celebrate an anniversary with my boyfriend after having such a wonderful experience at the hotel a few years ago and have to say that we were really disappointed. The hotel has undergone a recent renovation/expansion which has really affected the charm and layout of the hotel and the quality of service. A few things to point out: - We arrived at 2 pm and weren’t allowed into our room. No one asked us if we wanted to get changed and enjoy the pool or enjoy a cup of coffee or glass of wine in the bar. We just sat in the breakfast room and then asked if we wanted to pay for a spa trea**ent while we waited. I had to ask find someone to see if the room was ready and then ask people for help with our bags when we were finally let into the room. - We got into our room2:45 pm and the bottle of champagne I had ordered was not there. When I asked where it was, the woman told me I had ordered a turn down service at night, which I hadn’t. I then asked her to cancel the champagne and that we would just go out to have a drink instead. - Due to our late checkin, we were late to the pool and by then, most of the loungers were taken and then sun was tucked behind the giant corridor that has been built connecting the old building to the new one. We had to ask staff for new towels - no one was there to assist or to clean up the pool area. The new pool that is being built was in the sun but still under construction and so we weren’t able to use it. - My partner and I had a lovely dinner at Ficks Pool and then came back to a turn-down service was lovely but not what we had ordered and also had drank enough champagne at that point. - Breakfast the next day was also disappointing. The woman take our order gave my boyfriend used milk from another table for his tea. We had no cutlery or menus. Someone from the spa took our breakfast order and giggled the whole time. The chef then walked out of the kitchen to confirm our order and then delivered our food, but forgot a few key items, like the sausage and toast we had ordered. After having such an amazing experience a few years ago, it was really disappointing to see the downhill turn the service has taken along with the hotel amenities as part of its efforts to expand. I really hope it’s just a matter of growing pains because it is such a special spot but they have a long way to go before we’d go back especially for that price. w