Pro:
Cleanliness
Staff at the breakfast service
Spa: Swimming pool and sauna, steam rooms and jacuzzi were very clean
Cons:
We arrived at 9pm and first thing we were asked by Peter (the receptionist) our passports. We travel around UK and we have never asked to show our passports, specially when we have a London address although is not a problem. We showed him the NHS ID as we came straight from work and when my sister told him, she had dual nationality (British and Spanish, suddenly we did not need to show him a copy.
The room was slightly dark
Breakfast was ok.
The use of the spa was not very flexible during the holidays period and would be courtesy to be informed before the booking.
The checking out was upsetting! The night before, we asked if we could check out 1 hour late (noon) as we wanted to use the Spa before leaving the room (Spa facilities opened at 10am and checking out was 11am). She told us yes. The morning of the 1st January, when going for breakfast, I informed Peter that we were allowed to stay one hour extra to be able to use the spa and had a shower in the room as our train back to London was at 2pm. He told us it will be fine with an extra charge of £10. I told him it was not what we were told and he insisted we had to pay the extra £10 for us to stay. At the end I told him, I want to speak with the manager and of course, the manager was busy and never came to talk to us. It is not about the £10 as we paid £380! It is about customer services
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