It falls short of 5* in many ways: powdered milk, no robes, no fresh juice, rooms very dated and a little shabby... nothing to ruin a stay but enough to make you wonder how they got this rating. For the first 24hrs of our stay we couldn’t access our room without a porter as the keys didn’t work, despite every time we returned being told they would. Having to wait for a working key to be made, go up, find out it didn’t, come back down and then wait for an available porter... again didn’t ruin the stay but became quite irritating.
And the Spa really isn’t; or at least wasn’t for our stay. The Jacuzzi doesn’t work- and will not be for a year or so- and the steam room was not working either for our visit, which left only the Sauna. Even this has restricted opening times and a booking system, so you cannot just turn up and use it. This is not mentioned anywhere. We were also left standing for an age in the cold corridor shared with the garage waiting for someone to open the door.
With the notable exception of an argumentative manager- who insisted the steam room was working despite us having just been in it to witness the opposite, and adamant we should have known that the jacuzzi was out of operation, there would be no staff in the spa, and that there are restricted hours/ booking system in place- the rest of the staff are lovely.
The common areas are also beautiful.