The hotel is quite grand and has an old-world charm. Given its star rating, one would expect the standards to be exceptional. However, our experience with the service was inconsistent. While some staff members were friendly and helpful, others seemed untrained, particularly in the restaurant and bar. This lack of training can lead to frustration, as customer needs should always come first. The cleanliness of the lounge and bar was average and could definitely improve. I noticed that many non-disabled guests used the disabled toilet, which should be monitored, as I often found it occupied and in poor condition. The hotel rooms appeared clean, but the cleaning standards were not as thorough as they should be for a hotel of this caliber. Some staff seemed disengaged, lacking knowledge about the menu and showing poor communication skills. We attended a pre-booked Christmas dinner, and while the servers were polite, there was a clear lack of communication among the staff. I witnessed an unfortunate incident where a guest had her meal spilled by an inexperienced waitress, causing her distress. The staff uniforms looked smart, but their professionalism varied. Our booking was meticulously arranged to accommodate dietary restrictions, yet upon arrival, the table was not properly set, lacking even a tablecloth or Christmas decorations until we asked. Although we were reassured that the restaurant would be quiet, the Christmas music was too loud for one of our party members with sensory sensitivities. Additionally, there was confusion over our prepaid meal and the number of courses ordered, resulting in our mains being served first. Fortunately, the staff handled this well, and the mains were fresh when we received them. However, our starters were delayed. Overall, the food was just average, and while the drink selection was good for those who drink alcohol, options for those who don't were limited. The entire experience was disappointing and left much to be desired.
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