Modern lap of Luxury

We'd happily stay again. The rooms are gorgeous, the staff were really friendly, and the bar was great. We had drinks on arrival, then got food after our event at around 9:30 pm. The pizza was 10/10! The service was excellent, but our 2:15 pm arrival turned into a wait until 3 pm because the room wasn't ready. It seemed like about 50 other check-ins were told the same, and the queue stretched out the door. Letting people into rooms as they become ready might speed things up. Maybe the reception area upgrade will help too. From our room, we heard the lift ding every time someone wanted to go down, which didn't seem necessary. The plugs weren't ideally placed for using heat tools near a mirror either.

The rooms were nice and the location was good, but the service was terrible. We called about early check-in and were told it depended on availability on the day. When we rang that day, they said we could check in early but didn't mention the extra £15 until we got there. We paid on the spot, but nobody should have left out that charge. Staff seemed clueless, and gave us different answers about when we could use the leisure facilities and what time checkout was. Breakfast was decent apart from the hash browns, which were rock hard. The rooms also only had lamps and LEDs, with no large main light.

We got gym and spa access for the price we paid, which made it really worthwhile. The hotel and rooms were spacious and really clean, and the staff were friendly and nice. It's not right in the city centre, but only a ten-minute walk from thé train station. We enjoyed our stay!

My room was nice and clean, but the rest of the hotel experience was horrible. I spent five days reporting problems at the front desk, and the three managers I spoke with listened but didn't help. If management says they'll fix something, don't trust it, because they didn't follow through. Room service was supposed to bring clean bedding and towels, but didn't. I reported it again and they eventually sorted it out. Dirty dishes were left outside rooms and smelled bad. Breakfast was included in my offer, but the food was cold, the bread wasn't fresh, and the coffee pod box was empty. On the second morning, staff wouldn't let me in because someone had used my room number. I had a lot of arguments with them and nobody helped. Once I finally got to breakfast, every table was covered in dirty dishes, so I couldn't sit and eat. It was hard to tell staff from guests because the staff wore ordinary casual clothes. The restaurant 'tavern' was awful too. We waited 20 minutes for service, then our food arrived cold. The steak was cold and chewy. The swimming pool was disgusting, with a very dirty changing room, broken showers and fungus everywhere. There was fungus on the damaged walls by the pool as well. The staff member who was meant to clean the changing room hid by the lockers and spent time on their phone. I had five days of this.