"Upon arrival on the Thursday, we were informed that the pool, sauna, jacuzzi etc were closed for renovation. We were not informed of this at any point during booking/prior to arrival. However we were assured we’d be able to use a local rival hotel’s facilities on Saturday and Sunday. We were unable to use them at all on Thursday or Friday.
On the Saturday morning, we were informed that as we were not a “priority customer”, we were only able to use the facilities at Park Hotel until 3PM. Seemingly, guests who had reserved bookings before Feb 2026 had priority. This representative then tried to argue we would have been told when booking — which we were not.
We contacted Expedia, who thankfully were able to resolve. Expedia spoke to Martin - who was very kind and helpful - to get us access to another hotel’s facilities. Thankfully, the neighbouring hotel’s spa facilities were 10/10 (hotel Braunbar if interested — it was gorgeous).
Disappointingly, we also learned that other guests were offered a partial refund for each night they were unable to use the spa facilities. We weren’t offered this and reached out repeatedly to seek this to ensure we were treated the same as other customers. Unfortunately, we’ve received no response to date, and our stay was a month ago.
Therefore overall whilst the hotel did find a solution in the end re: spa, overall the customer service experience was very mixed and inconsistent. Not good value for money given so outdated and no facilities."