I stayed at the Knighbrook 18/07/2020. I booked a ...

I stayed at the Knighbrook 18/07/2020. I booked a one night stay, including dinner, and also booked a day spa package with afternoon tea as an additional treat. The spa was lovely, the staff were always attentive and professional. The level of cleanliness was outstanding. Check-in was fine, we waited a few minutes, no issues with that. It is to be expected. I signed the required documents and paid, got my key, clearly labeled room 212, booked a time slot for breakfast, and thanked the receptionist for her help. We went upstairs for afternoon tea. We were seated promptly, and the waitress explained the tables could not be set in advance due to the current restrictions. We waited at least 20 minutes for someone to come back and ask if we wanted tea/coffee. We ordered two small bottles of Prosecco as a treat, again we had a long wait for them to arrive. All in all, we were seated 50 minutes before our afternoon tea arrived.

We proceeded to the bar for drinks after as we wanted to relax on the terrace to be met with the sign saying only food and beverages purchased on the premises could be consumed there. It also displayed the charges for a glass or glasses with ice. I was so appalled; I took a picture of the signage. I booked fully aware of the current guidelines regarding time limitations and substantial meal requirements, which I am happy to adhere to. Choosing instead to bring a bottle of our favourite tipple to indulge in in the room. The charge for glasses and ice completely contradicts the image of a elegant luxury and modern sophistication you market yourselves as. Personally, I view it as exploitation at worst and it is definitely in bad taste.

We had two drinks in the bar and decided to grab our suitcases and get settled in the room. Off we go to room 212, we go in, only to find it is already occupied. Thankfully, only by the guest's bags and not them in person. Generally, you have a right to expect privacy in your hotel room as long as you are using the hotel room in a normal, responsible way. We are not living in general times and this breach in a complete contradiction to point 8 the hotel's COVID safety procedures, "Guest bedrooms cannot be accessed or serviced by our accommodation team during your stay following social distance guidelines." I don't have confidence that the guests in 212 were informed of the safety breach. My partner went to reception and we were upgraded to a golf view room as a result but the whole situation made me very uncomfortable.