I booked a two night stay arriving on my birthday (28th December). The cost of a standard room B&B in total was £350. The person I should of been travelling with couldn’t get the time off work, which was a bit upsetting, but I decided to stay myself as I really needed the break. I drove 2.5hours from home in wet/snowy conditions and arrived at reception, tired, to an extremely frosty welcome. There were no guests being served, however I was left to stand and wait whilst around 5-6 staff members (including kitchen staff) sat/stood talking to each other. This made me feel extremely uncomfortable. When they did finally call me forward the man I spoke to was downright rude. Not welcoming in the slightest, and definitely not the 4star welcome I was expecting. I’ve had better at a Travelodge/Premier Inn tbh. After I went to my room to drop my bags I went back down to reception as I realised he hadn’t asked me about booking for dinner, to which I was curtly told “we are fully booked”. I tried to explain it was my birthday and I really wanted a nice meal in the restaurant. The man coldly repeated again that they were full. I explained I had called and asked if I had to book the week previously and has been told no, that they would arrange this when I checked in. I was then basically accused of lying.. an older women sat next to him interrupted saying “well I’m the only person who’s been on this week and I wouldn’t of told you that” I was nearly in tears at this point. What made it worse was that whilst this conversation was taking place, what looked like a manager was stood behind them both letting this conversation continue. I have never been spoken to like that before, let alone when I’m paying £350 for my stay… at a 4-star (god knows how they managed to get that) hotel. This manager (unsure of his title) finally agreed to let me have dinner at 8:45. When I did arrive, the restaurant was dead. There were 4 couples all sitting around the edge of the room, whilst I (eating alone) was sat right in the centre of the room where everyone could see me. The lights were very bright and I felt extremely uncomfortable. The only thing stopping me from leaving was the lovely young waitress (I didn’t get her name) who helped put me at ease straight away with her pleasant, friendly manner.

In relation to my room (311) I had no real issue with this. However, I did notice the window seemed to be rotten and there was mould in the bottom corners where the wood panelling met the carpet. But the bed was very comfortable, and the shower warm and powerful. The bathroom in general was lovely.

I have no complaints about the food at dinner or breakfast… both very enjoyable. Although, a token gesture at dinner on my birthday would of been nice. Clearly, no one cared.

One of the only saving grace’s of this place are the spa facilities, which I used all throughout my stay. I believe they have recently had an upgrade. The outdoor hot tubs and sauna are brilliant on a crisp day/night. I believe the area is open 7am until 8pm.

In conclusion, I doubt I would return. Whilst the spa facilities may claim that 4 star rating.. the reception staff (middle aged man with glasses and older women with short white hair and glasses) are an absolute disgrace and clearly need better training in how to treat and speak to people. Particularly young women travelling alone.

I’d also like to point out that whilst at the hotel for 3 days I heard countless other guests making complaints about all different things, to which they seemed to be completely brushed off by the reception staff members. These people clearly do not enjoy there job or do not know how to deal with guests who are paying a good amount of money to stay there.