So... this was previously a 4 star! Not anymore following our experience yesterday! Went to baby book club which is great, and then stayed for food in the bistro (2nd floor) as we have done every week the club has been running... They put up ALOT of resistance to opening the baby change on 1st floor to myself and to other mums in our group! Picture us standing there with a crying baby who needs changing! We couldnt understand this as the club is for babies!! Staff tryed telling us it had been double locked and we had to go to the ground floor when other staff had opened it earlier that day! After repeatedly asking it was opened with annoyed huffs! We ordered cake and coffee as we have done weekly and have been able to take advantage of the deal! Well... the staff yesterday said it was a deal for downstairs and would only do it this once as we had been given it before! The plates werent cleared from the table despite us being there for a while! Last week we also asked for cream to go with the cake, were told yes by one staff, another said they didnt have any, then another brought it over no questions asked... very disjointed! Could you not be bothered? Credit to a few staff members, one older lady and 'Stan' who goes out of his way on previous weeks to give great service! But the most of the ones we had the displeasure of yesterday need to find a job they enjoy! Also... fyi... the toilets upstairs are ALWAYS dirty and bins in toilets smelly! Maybe they are forgotten about by the cleaners... maybe thats why they wouldnt open the baby change... one less room to clean/bin to empty? These wouldnt be nice if you had a wedding there! After coming for weeks for the book club i am considering not going back, unless the nice staff are on! Thanks for ruining our experience yest 👎