Unfortunately the service was appalling. The hotel had the opportunity to be great but reading previous reviews ours would be aligned. It felt that the front office staff just didnt care, perhaps worn out by poor feedback and lack of support. When I asked for the room to be serviced (which I still think is strange for such an expensive hotel) I was told I need to request a clean the day prior although this was not informed at anytime. I had to ask for more towels after 3 nights and was met with the reply we have none on premise so I asked 4 times between 9am and 6pm. Other guests and I discussed this, we just couldnt believe that staff seemed put out by a request for towels. Many items in room broken - lights, hairdryer, lamp, TV. Checkin was not ready by 4pm although we were given a bottle of Prosecco. On the final day we requested storage of luggage and this seemed to be a big hassle for the front office staff who had to find space and I had to carry the bags there myself. This stay was an example of the little things making a big difference, review feedback being ignored and staff not being motivated to bring the best experience to their guests. We travel often and understand staff shortages pand busy times but this was more a lack of care and attention, it makes me sad that holiday experiences are ruined by such simple oversights and minor details. Interestingly we seemed to see staff going through reviews or interviews by managmrnt while we where there but the female manager saw me many times and didnt ask a guest what was your experience? What could we do better?. These are not insurmountable issues. Care and attention could make this holiday great.
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