As a group of four adults, one five-year-old, and one six-year-old, we reserved the Santa experience to create a magical moment for our two little girls. While we were initially impressed by the lovely Christmas decorations in the lobby, the overall experience quickly declined from the adults' perspective. Upon being seated at our designated table, it became clear that it had not been cleaned from the previous guests, and the staff only attended to this while we were sitting there. The lukewarm coffee served by the elves lacked enthusiasm. After a lengthy wait, our food finally arrived. The tiered stand was filled with store-bought cakes, with not a single homemade scone in sight! I had previously confirmed my food allergy information regarding cocoa, and it was supposedly recorded, yet a chocolate cake had to be swapped out for a biscuit that was clearly store-bought. As our food was served, we were called to take the girls to see Santa, leaving our meal unattended. Santa was wonderful, and the girls truly cherished the experience. They received gifts, which unfortunately caused quite a commotion. Both girls had long, loose hair, and the toys quickly became tangled in their hair, leading to tears and one child needing to have her hair cut to free the toy! With a lack of entertainment, the children resorted to playing with the fake snow scattered on the floor, which was disheartening for us as parents. I completed the follow-up questionnaire regarding our thoughts about the event, stating we wouldn't book again, but I have yet to receive any feedback.
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The Celtic Manor Resort in Wales has three hotels, self-catering lodges, six restaurants, two spas, three championship golf courses and conference facilities.
