I have just returned from a two night leisure stay which is currently featured on the hotels website as a seasonal offer. The deal states online that the package includes a two night stay for two people including evening meal, breakfast and use of the hotels leisure facilities. Initially my sister was going to be joining me but due to having a young daughter who is refusing to take a bottle she was unable to stay overnight. I therefore rang the hotel in advance to inform them that she would not be staying but would it be possible for her to join me in the use of the leisure facilities and evening meal on the first night. I spoke to both the hotel and spa staff over the phone and both agreed that this would be fine. The room was spacious, clean and comfortable and as this is my first stay away from three small children in three years I was looking forward to relaxing. My sister and I went to use the leisure facilities on the first night and like other reviews previously posted we were informed that the pool was a little on the cooler side due to the installation of a new boiler which limited your use of the leisure facilities somewhat. After we headed to the restaurant and were told that as we were here on the leisure package we were allocated 3 courses with a £25 allowance from the set menu. The food and service were wonderful (my sister is both vegetarian and gluten free and was well catered for) and the table staff were very attentive however at the end of the meal we asked for our drinks bill and we were presented with a bill totaling £60 as we had been charged for the meals as well. After a confused conversation with the waitress we asked to speak to the restaurant manager who checked the system and explained to the waitress that the meals were included and wiped the meals from the bill. On the second night my TV was not working correctly I called down to reception and the manager came up swiftly to my room and although he was unable to fix the problem he quickly moved me to the room next door without any hassle. On check out I was again told that I needed to settle an outstanding £35 for my evening meal and breakfast. I again explained that the meals were included in the package and again the receptionist went on the system and said that she would sort it and allowed me to check out. I then returned home and found that several days later on checking my bank account that the hotel had charged the £35 and taken it from my account. I called the hotel and spoke to a lady called Pam who said she would investigate the problem. She called back and said that she had looked into my stay and the reason I was being charged was that the restaurant allocation was only supposed to be £14.95. I explained on both nights I was told to choose 3 courses with an allocation of £25. She said she would look into it. She then called back to say she had been looking back at receipts and on the first night two people had eaten. I explained that I had purchased the leisure package inclusive of two people and that due to my sisters responsibilities she had to drop out and all of this had been previously agreed. She again said she would call back. Due to my frustrations with the matter I went online and double checked the deal and pricing myself. I called back to inform the hotel that I had infact paid for two people for two nights so if anything I was out of pocket to the sum of two breakfasts and an evening meal. She at that point said she had also checked the online package and I was correct but that she needed to confirm with the manager before any refunds could be made. A day later the hotel (Pam) called back and asked for my card details to refund the £35. I explained that although I was glad to have the refund, I was not happy that several times in my two night stay and subsequently leaving I have had to explain myself to several members of staff and have added stress to what should have been a well deserved relaxing break. Her response was 'Well we all learn by our mistakes'. Indeed you do but none of the mistakes were due to myself or my sister and as a paying customer I paid for a package which had been advertised and I feel it is the responsibility of ALL staff to get it right.

First visit to this hotel. Beautiful place rooms very nice. Breakfast good. However the whole purpose of our visit was to go into the spa and pool. I did this Saturday afternoon only to find it very cold even the hot tub was barely warm. This made the weekend a waste of money has we known we would have come another time.

Beautiful setting with a good size and clean room. Pool area really nice and all staff friendly and helpful. My bed was not comfortable at all, though, which was a huge shame because I loved the place otherwise. Great Breakfast in a dining area with a pretty view.