Firstly, good things,hotel has beautiful location,very impressive estate and grounds.Vineyards supplying local wineries is definitely something very unique for a hotel.However,the property itself does not make up for very inexperienced staff which seems to have no clue what luxury hospitality is. Zero information about the grounds,facilities,attractions,activities.The front desk was unable to make bookings on our behalf claiming places are booked out or closed and we managed to make the bookings ourselves - it happened twice during just a 2 day stay...
Clearly unhappy, unaccommodating waiting staff during breakfast with no knowledge or customs to be capable of servicing guests in luxury establishment. No communication with guests, no courtesy at any level of service. The only exception was Karen which seemed to be the only member of staff capable of interacting with guests in a polite, professional and courteous manner - thank you, so great to see someone smiling! Fresh breakfast station’s quality of food below acceptable level. Custom-made omelette ordered for our first breakfast at the facility was served as basically scrambled eggs.
Very disappointing - clearly poor hotel management leads to employing unexperienced staff that is not ready to serve guests expecting 5* service.Most of the staff seemed to be surprised with simplest requests/questions.If you don't invest in the right people and staff training,even the most beautiful scenery won't make up for it