⭐ 1 star – Significant decline in standards and customer service. I have visited the establishment several times before and always had a pleasant experience, making this visit particularly disappointing. This stay was meant to celebrate two special occasions – my mother’s 80th birthday and my daughter’s 28th. Unfortunately, it did not meet acceptable standards. The room was outdated and in dire need of maintenance, featuring worn carpets and old décor. The birthday package (£45) was extremely poor value – it included 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 lacking: there was a lengthy wait to check in with no apology, disheveled changing rooms, and a jacuzzi that was out of service, with the control button missing. I have given the venue three chances to address my complaint. After an initial response, all subsequent communication has been ignored, which is unacceptable and reflects very poor customer service. I will definitely not be returning, which is unfortunate since I have enjoyed my previous visits. However, the standards have clearly deteriorated, and customer service is now severely lacking. Until these issues are properly resolved, I would strongly recommend others to steer clear of this venue, especially for celebrations or special occasions.
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