The hotel impresses by beautiful buildings & lovely grounds. We also appreciated an upgrade due to our recent wedding celebration. Unfortunately, our potentially beautiful room was dirty - stains on the carpet, curtains, & bed throw… cobwebs in almost every corner…. broken glass on the floor in the bathroom. On the 1st day it took 40 mins from sitting down to breakfast to get a cup of coffee… During our stay, the front of the hotel was decorated with dead flowers from a previous month’s wedding...
They are obviously short-staffed and struggling - as are many hotels in this current climate - but when charging £595 a night, we feel we should expect excellent service, not 2* service in a 5* building.
We generally like to give a business the chance to put things right, so we spoke to the manager on the first day. The result was much better service the next day at breakfast (we worried that may have been at a cost to other guests), and the stains were removed from the curtains and carpet. Cobwebs were still present & our radiator remained adorned with dust. Perhaps because we hadn’t literally pointed it out…
As a token, the manager took the cost of one breakfast and £100 off our bill. On a bill of £1130 for two nights, that didn’t do the job.
The hotel need to do a great deal to their service in order to justify their current pricing and sadly, we won’t be returning.