Check in was fine until we found that we didn’t have the twin bedded room we had booked however this was handled well and we were offered a king size bed in another room instead. Unfortunately it was a particularly cold night and this room had no heating. Various people made trips to ‘the boiler room’ but were unable to fix it. It was too cold to have a bath or shower! There were no low tables or luggage racks so we had to balance our suitcases on the chairs. This left only the bed to sit on.
We had booked the dinner, bed and breakfast. £180. This included £80 towards food and drink. However this turned out to be a rather clever marketing ploy as it was impossible to keep within this budget as the restaurant prices were very high. One of us had a steak at £28 which was over cooked and inedible. This was replaced by another which was just as bad. We gave up on the meal at that point and put some extra clothes on and went to bed.
The staff are young and helpful. The manager is probably doing his best. He did a lot of running about. The ethos is a bit ‘full on trendy’, lots of artefacts, chalk boards (awful writing) , and branded goods for sale. An entrepreneurial mind has been allowed to forget the customer in this enterprise.
No manager was available when we checked out, we left our feedback with a young person but no contact has been made since,
All rather sad and disappointing, especially as this was supposed to be a special occasion.