"We recently stayed at this hotel during the February half-term as a family of four (2 adults and children aged 13 and 8). Overall, we felt the hotel has great potential, but unfortunately our experience was mixed.
On a positive note, the restaurant and front desk staff were extremely kind, friendly and genuinely helpful throughout our stay. The indoor pool was a real highlight, especially during the colder February weather – it gave the kids something fun to do each day. The bar area was also a nice place to relax after dinner, and we enjoyed the entertainment that was on most evenings.
However, the hotel was extremely busy during half-term, and at times it felt overstretched. Some evenings we had to wait for a table at dinner. The restaurant staff seemed overwhelmed, although to their credit they remained polite and professional. Midway through our stay, the bar menu changed and drink prices increased, which we found a little strange given we were already in-house guests.
The rooms were average but in need of attention. Our two children were expected to share a small double sofa bed, and one of the legs was broken, making it uncomfortable and resulting in poor sleep. The main bed mattresses also felt well used quite lumpy and uneven. In addition, the hotel switches off air conditioning during winter months, which made the room uncomfortably warm with four of us sharing. We had no option but to keep the balcony door open at night to cool the room down.
Unfortunately, the final three nights were particularly disappointing. A sports team checked in on our floor, and there was significant noise late into the night – banging doors, shouting from balconies, and screaming in corridors, noise was amplified as balcony doors needed to be kept open. This caused several sleepless nights. While we did raise our concerns with reception during our stay, no action was taken at the time. We only received a response to our written complaint after we had already returned home.
In summary, the hotel has some really strong points especially the friendly staff and family-friendly facilities like the pool but it struggled to cope with off peak demand. With better room maintenance, improved noise management, and more proactive handling of guest concerns, it could be a much better experience."
