Overall we were relatively happy with our stay, but at £820 a night (for the Sapphire Family Retreat) I expected so much more.
The listing on Expedia & hotel’s website do not indicate that the family retreat is essentially two hotel rooms with interconnecting doors - not sure these interconnecting doors are worth paying more for. We had a member of staff confess this is a complaint the hotel has heard before.
During our stay, we celebrated my mum’s 70th birthday. We mentioned this in the notes when we made the reservation, and reception confirmed they were aware of this at check-in and that they would organise a nice surprise for her. On the day of her birthday, it got to 6.30pm before I decided to go down and speak to guest relations (GR) about where her ‘surprise’ was, as we hadn’t planned a cake (given the hotel said they would provide this). GR apologised for the delay and said there was an event happening that evening at one of the restaurants that everyone had been focused on. When the cake did arrive, it was a standard chocolate cake - no writing on the plate etc. Very underwhelming.
My brother asked GR if there was anything they could do to help him plan his proposal. One of the GR women told him he was “giving her a headache” which I thought was quite rude.
Food selection at breakfast and dinner was great, but food itself was super bland. Haute Living lounge snacks were the same.
Rooms were lovely, as were the pools & lake.