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This place is most certainly a beautiful and relax...

This place is most certainly a beautiful and relaxing place to stay. I came recently for a 2 night weekend get away with my fiancee to celebrate his birthday. On arrival we upgraded to a Club room which includes the club lounge where you have drinks and snacks throughout the day. We had a package with afternoon tea, spa and 3 course dinner.
The manager checked us in and we went upstairs to unpack - our room was very cold. We went to the spa to have a look around and had a swim. After an hour.. we went upstairs to our room and again freezing. We tried to work the thermostat but there was no air blowing out. I called reception and no one answered from the hotel phone in my room. So I called on my mobile.... And finally someone answers. I explained the situation and was informed that someone would come to check the room. After waiting half an hour sitting there shivering and wet from the spa with no one arriving I called reception again. Karim (from reception) came upstairs apologising as he just got onto his work shift and he was trying to figure out how to work the thermostat. Since it wasn't working he ran downstairs immediately to help us change rooms. Although we wasted almost 45 minutes of the quad club he gave us late checkout for our departure for the inconvenience. We finally head down to the quad club at 5.45pm but alcohol was stopped being served by 6.30pm however again due to the inconvenience they refunded me a discount price for the quad club since we didn't get much from it.
There are positive and negative things to say about the hotel but nevertheless I'll definitely return because of the staff.

Positives: Karim on reception (lovely french man) assisted us on our stay and with our complaints assisted in the best way possible. The views of the lake is beautiful whilst eating breakfast or having afternoon tea. The hotel is renovated and absolutely spotless ! Free parking and loads available. The hotel itself has a lovely feel to it and feels very cosy. Their selection of hot teas are insanely soothing. I recommend you try their Jasmin silver tea !! All staff in the restaurant and lounge are professional and welcoming. You get robes included in the room to go to the spa aswell. Their alcohol is great and they make cocktails too! Peaceful atmosphere. The rooms were always clean and up to standards, comfy big beds.

Negatives : Very few staff on reception which leads to massive wait times (I'm sure this is due to covid). The thermostat in the rooms are very weird ! Our room was freezing and after complaining to reception and moving to another room it wasn't much warmer. The spa was nice but too crowded in my opinion. Only the swimming pool is open and the jacuzzi (2 people inside at once and a 5 minute cycle) so you don't get much spa relaxation. Our afternoon tea was by far the worst I ever had. Everything was very stale ! The bread for our sandwiches were awful quality and they were very hard. We just took the scones away with us to our room. Breakfast was decent. Hot selection to choose from but not many cold selections or pastries to choose from - there was only yoghurt, cereal or fruit available during our stay.

Would I return ?? Of course ! Lovely place, great staff. Every complaint we had, they handled professionally and ensured to make us happy. They just need to improve the heating in the rooms and their food selections.

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