Severely disappointing

Liked: I'll start with the good, the bed was comfy, the room was warm and the breakfast was alright. And the night manager was very helpful
Disliked: Now the bad.I booked the superior family suite for a weekend away with my husband and 2 children, I made it clear via a phonecall from the reception staff and following messages to the hotel that I had 2 children and also sent a request to have a cot in the room for my 6 month old. Upon arrival we paid for breakfast at the reception desk, then we got to our room, we discovered there was no cot, and the bedding from a previous guest has been left folded up inside the sofa bed, my husband went down to reception and discovered whom ever had filed the booking on their end had missed off the 2 children completely.The night manager even said himself he was embarrassed by how we found the room, he did bring us a cot and clean bedding and linen for the sofa bed within half an hour. The following morning I went to reception to see about some form of compensation and was told by a new member of staff there was nothing she could do and would speak to her manager and I would receive a phone call later that day, this was at 9.30am. At 7pm, I received a phone call offering me a discounted stay on my next visit, which to me is useless as I won't be returning, the young lady said she would talk to the higher ups and get back to me before the end of her shift at 9pm, at about 8ish I got another phone call saying that there was no solution at this time so I asked for some form of refund and was told because I booked and had paid with booking.com and their system didn't work that way and they wouldn't give me any form of refund, despite paying on site for breakfast using their own card machine. They have yet to resolve this issue and I am severely disappointed with the way this has been handled and how I feel I've been treated.Now this is based on my personal experience as there were other families there and I'm sure they had a great time. I can honestly say I would not return to this hotel ever again.

Fabulous weekend will definitely be...

Liked: The breakfast was fantastic a beautiful selection.Our room was lovely, spacious and comfortable and the spa and facilities was excellent. Gorgeous Spa!Beautiful touch was fresh milk and filter water right outside our room!
Disliked: The only problem we had was the phones in the room had a technical issue, we had trouble calling room service.

Superb

Very bad.

Liked: It was free parking over the weekend
Disliked: The staff. In the spa. Are very rude. And they don’t care about customers as they are getting paid anyway

Gorgeous room, lovely restaurant but...

Liked: Gorgeous rooms & loved the new spa
Disliked: How many kids are in the spa! I think maybe we’re starting to misunderstand the term spa as we assume that’s for adults and a leisure centre is for families but we seem to keep being wrong!

Superb

Very good

Overall an amazing stay which...

Liked: The spa facilities are excellent, although dirty cups could have been picked up a little faster from tables where people have already left
Disliked: The spa staff were a little grumpy

Disappointing. No bottles of water...

Liked: The location. Convenient for the marinas.
Disliked: My meal in the restaurant on my first night was awful. I didn’t eat there again during my stay. The sauce had separated. The chips were frozen and had been re-heated and were rock hardThe chicken was dry.I politely and discretely mentioned it to the restaurant manager who offered me a free desert. But I declined.