Two friends and I stayed for a night in the Best Western in Loxton with a spa. This is an example where missing communication - words are free to use - reduced the experience, which would have been 4 or even 5 stars. The welcome email mentioned the pool, sauna and steam but did not give times, closures or process. We learned the hard way. They wanted bookings online, barriers to entry and was not inclusive, when we could call the hotel and book on the phone. We were told the pool closed at 6.20pm and the whole process was confusing. So phone number and request us to book with opening times right there in the email. Secondly, getting there. This could be simple. Provide an area map and satnav style turn-by-turn directions. We turned off the M5 at junction 22, so far so good, then drove around for over an hour. Simple solution. Turn off at exit xx, take A38. turn left at New Inn, Quick, clear and simple. you'll reach the hotel AND MAP!! a bit of 'show not tell'. It's always good to cater in pictures (1000 words) as well as words. One step at a time. We got to a lane that was closed and then it was miles of wiggling on the very small roads they wanted us to avoid. That was a fail. We discovered in about as indirect a route as possible via notices stuck around, that the pool re-opened at 6.30pm - not mentioned on phone. Incomplete information is a waste of time, effort and energy. Please give a complete picture. Facts create choice. We missed the dinner food entirely, not sure when kitchen was going to close, but they did help us find a takeaway that delivered to the hotel. That was great. The layout of the spa is bizarre and the wet floor slippery. Also, there were unexpected steps in many places. Trip hazards. We were given a towel at the spa reception but there were no keys for the lockers in the first, obvious changing room. Then when we went to the sauna and steam, there was another changing room with lockers and keys and large showers. But these showers had glass between them so no privacy. There were hints at the casino this hotel once was. Secret rooms and strange routes. The room was big and comfortable with a bath with handles and a shower. The bathroom door kept opening so no privacy there either. The breakfast was brilliant. Nice filter coffee kept hot. Fruit juices, fruits and cereals and a full English buffet bar. The tastes of the buffet items were a little off. The kitchen provided items such as local Cheddar cheese, poached eggs and porridge, which I loved. The staff were really friendly and helpful. Just sometimes didn't fully inform us when asked for information. Up the commms, this would be 4 or 5 stars. "please be advised Junction 22 is the most direct route from the M5 motorway with easy access from the main road A38. Sat Nav updates will attempt to bring you through the countryside, please ignore and follow the main road route. " This could be: 1. Junction 22 2. take A38 3. Turn..... 4. the hotel is on your right 5. MAP of this process. Then from welcome email: "Complimentary use of our Leisure Club is included in your stay, this includes a; Heated Swimming Pool, Sauna, Steam Room & Gym." This ought to be: Telephone number and explain when we call when it's open and to book per person. Simples!!
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