Lovely hotel, very welcoming. Nice room, spotlessly clean. Staff are professional and friendly. We ate in the Palm Court restaurant and Nelson's bar and would recommend both. Lots of choice on the menu, including several gluten free options, which was great. Pool area well maintained, plenty of space to swim and relax. Also a steam room and sauna. We had treatments in the spa, which were also fabulous. We will definitely return.

We recently stayed at the hotel for a wedding and I must admit the hotel is striking when you look online. The reception area portrays grandeur and elegance, whilst the Palm restaurant offers a more sophisticated dining experience over Nelson’s bar which is more child friendly.

However, once we checked in & went to find our room for the 2 nights we booked, we were left incredibly disappointed.

We booked an executive family room as we also had our 3 week old baby with us. This was our first time staying away from home with the baby so, when I booked the hotel room i booked based on the ‘Family’ aspect. Expecting the room to be large as shown on the images, with enough space for us all. I did contact the hotel prior to our stay to ensure the room had a fridge for our baby milk as we’d have a newborn and the hotel assured me they’d put a fridge in the room and even asked if I require a travel cot but I said no as we brought our own.

One thing I would say is the lift in this hotel is not fit for purpose. I would not say the hotel was accessible past the ground floor. The lift is located in a random area that’s right next to a staff room and what I assume is the Nelsons bar Kitchen. The lift is small and compact so not ideal for a pram with luggage and 2 adults.

Whilst embarking to our room we were met with a further 2 flights of stairs with no lift access to get to our room… not ideal when you have a newborn baby or even other children. Our room was right at the top of the hotel, located in the roof I’d say. Once we walked in we were shocked at the appearance and size of the room. I’d say it was no bigger than your standard hotel room. The decor was outdated and you could see the discolouration on the wooden tables and accents around the room. The crevices of the carpets were also thick with dust where the hoover hasn’t managed to reach. It was not an ‘executive family room’. It was incredibly disappointing especially after hearing how lovely other rooms were.
They did ensure we had a fridge which I was happy about.

We did head to reception to ask if we could move, as the stairs were a problem with the pram and as I was only a few weeks postpartum I’d struggle if I needed to bring the baby back to the room by myself.
Unfortunately as there was 2 weddings that weekend they were fully booked, which we can understand.

Fast forward to the next morning and my husband takes a shower. The bathroom was located just off the bedroom which had only a velux window that couldn’t be opened and the bathroom had no window and extractor fan.
My husband leaves the bathroom after the shower - opens the door to come out and the fire alarm goes off… the fire alarm was located on the ceiling right outside the door of the bathroom and the steam from the bathroom set it off.. not really ideal when the bathroom has no way of extracting the steam. My husband is not one for hot showers like myself, so I know he didn’t have the shower on that hot to create more steam. One of the receptionist came to the room and immediately asked if we’d had a shower and left the door open… Almost as if this was a re-occurring issue…

Luckily the alarm didn’t wake the baby but it was far from ideal, especially with the hotel room being so compact - with only 1 window that was located in the living space.

Overall our stay was heavily tainted by these issues and we wouldn’t stay in this hotel again because of these problems.

We did express our issues on our check out and when we asked to move rooms but unfortunately they couldn’t accommodate this which is perfectly understandable.

The amount of money we paid to stay did not reflect the experience and aesthetic of the room we stayed in. As we booked a family room we expected this to be suitable for a family. This was not the case.

I’d also like to add there was no indication when booking that our room would be located up 2 flights of stairs that had no lift access. If we knew this we would have booked a separate room. Also when I contacted the hotel for the fridge they didn’t inform me of the room location, even when I mentioned I’d have a newborn and they even offered a travel cot.

The wedding was lovely but our stay was not.

I booked for a 3 night stay and checked out after 1 night the stay was very disappointing I travelled 2 hours to get to the property the room was disgustingly dusty, there was dead flys in the bathroom and spiders/webs in the corners of the bathroom .The food was terrible the prawn linguine was in a pile of oil rather than sauce I was provided wrong information of the receptionist and they was so rude when correcting it and the cleaners was in no rush to clean my room the following morning I wanted the room cleaned by 2pm the room still had not been cleaned! I WOULD NEVER STAY HERE AGAIN