We chose this hotel because it was good value. Check-in was quick and, when we found our first room hadn't been cleaned properly, reception moved us immediately without any fuss.
Unfortunately, the first room contained rubbish, a towel on the floor, and an unclean bathroom with an unflushed, stained toilet.
The spa was disappointing. The hot tub was the highlight, but we were charged extra for towels and £5 for a locker, which wasn't made clear. The pool was very shallow, and the sauna and steam room were in separate male/female changing rooms, so couldn't be used together. The upstairs restaurant was closed and the downstairs bar food was mediocre.
The biggest issue came the following morning when my partner suffered a medical emergency and needed an ambulance. The room phone wouldn't connect to reception, so I had to call the hotel using the website number. Even the ambulance crew commented on how unhelpful reception had been.
After my partner left on a stretcher, I explained we'd return later for our belongings. Instead of any concern or flexibility, I was told I'd be charged another night's stay. There was no offer of a late checkout or any compassion. On returning my key, reception were dismissive and insisted I register my car again despite already giving my registration four times.
Over 12 hours later, not a single member of staff has checked on us. The complete lack of empathy turned what should have been an average stay into a truly disappointing experience.
