4/10 Poor
Rebecca
Sep 18, 2025
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
The property itself was stunning but I had a number of issues that were not remediated satisfactorily. I booked a suite with a bath and on my first night I was given the wrong room being the smallest and most basic on offer. I was assured by 11am the next morning I would be given the correct room. At 12 this was still not the case so I went out for the day. I came back in the evening and they said they still couldn’t give me the right room so they upgraded me to another suite. To confirm, this is not an upgrade as the room was still not the right room and was still no bath - essentially u was downgraded again. At no stage did they offer to reimburse me and I had to chase up a number of times. I then chased up a refund a number of times and excuses were made - eventually I asked them to give me the difference in merchandise from the gift shop. Totally unacceptable and would not return on this basis as was a lovely hotel. It’s not enough to say come stay again and we will offer a discount, I want the room I booked and paid advanced for.
Rebecca
Stayed 3 nights in Sep 2025