Unfortunately this hotel and our stay was really let down by poor customer service. Staff all well meaning and politejust a little hopeless. When we arrived at the hotel after a very long journey and after having called in advance to tell them of our delay and new ETA, the staff were confused when we arrived and even suggested we might have the wrong hotel?! We had booked for 5 of us, but when we got to the room there were only 3 beds and it took considerable time to arrange the other two beds and help staff rearrange furniture. By this time it was very late (around 10:30pm) and we were struggling to get very tired small children bathed and into bed when the receptionist appeared in our room demanding payment (we had already paid 50%)not an appropriate time especially after all the confusion and frustration leading up to this point. The restaurant staff were exceptionally slow at times, got very confused with our orders, kept bringing the wrong things out etc and then, after we had waited for 45 minutes for our food at dinner, I was told that what I had asked for wasnt available after all?! A lot of things on the menu for breakfast, dinner and drinks didnt seem to be available and the breakfast buffet had two half filled Pyrex dishes of cereal with no milk. Tea and coffee took forever to arrive because the water wasnt kept hot or the cups and saucers prepared in advance. I also booked a massage but found the spa totally characterless in comparison to the rest of the hotel - two rooms with hard couches, no candles, music, ambience. Bored staff sitting around on their phones unable to even find a spa menu for me for some time. The masseuse didnt speak any English and couldnt explain or talk through the treatments, so in the end I cancelled and left
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