⭐ 1 star – Major decline in quality and service. I have frequented this establishment multiple times before and have always had a great experience, making this visit particularly disheartening. This stay was intended to honor two special occasions – my mother’s 80th birthday and my daughter’s 28th. Sadly, it fell short of acceptable standards. The room was outdated and in desperate need of repairs, with worn carpets and old décor. The birthday package (£45) was extremely disappointing – it consisted of a bottle of prosecco, two glasses for three people, and a box of chocolates that were expired and had to be discarded. The spa experience was also subpar: a long wait to check in without an apology, messy changing rooms, and a jacuzzi that was out of order, missing the control button. I have given the venue three opportunities to address my complaint. Aside from an initial response, all further communication has been ignored, which is unacceptable and shows very poor customer service. I will certainly not return, which is unfortunate since I previously enjoyed my visits. However, the standards have evidently changed drastically, and customer service is now severely lacking. Until these issues are adequately addressed, I would strongly advise others to avoid this venue, especially for celebrations or special occasions.
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