We have returned home from our 2 night break with you and felt the need to inform you of the many disappointing issues we experienced during our stay. On your website you promote yourself as Luxury however the standards we experienced fell way short of this. Having checked in and gone to our room 217, we were greeted with a twin room and not the double that had been booked. We weren't offered an alternative but for someone to come to our room to convert to a double. It was impractical as we wanted to go to the spa etc so we agreed the room could be done when we went to dinner. The conversation with the gentleman on reception was unnecessary as he repeatedly questioned us on the double bed we wanted and had booked. The shower lever to control the flow and temperature is a serious issue as its stiff and difficult to obtain the correct temperature. The number dial with the heat indicator also rotates which means we were guessing the correct position to get the desired temperature which was dangerous as my partner almost got scolded. Picture attached. At dinner on Friday, we were disappointed with the portion size of the mackerel starter which bizarrely on Saturday was far more generous and a much improved presentation. The dining room was chaotic and so noisy, so much so we couldn't hear the staff when they were bringing out food leading to more confusion. Saturday morning at breakfast was shambolic- you had many guests booked in and when we arrived at about 9am, there were queues for the hot drink station as there were no mugs. There were queues for hot food as there were no plates and queues for juices as there were no glasses!! The cereal station had run out of milk with no dairy free alternative ready. The soya milk when it came out was put in a tea cup not even a milk jug. A manager/ supervisor was putting sauce sachets into a pot- surely a pre- service task? To top this off, you ran out of eggs- how does a hotel run out of eggs when you have 80 plus golfers all having breakfasts? Whether it's supplier issue or poor kitchen management, someone should've managed this issue on Friday. Can I ask why, given your guests ratio is 95% adults you serve children's cereals - coco pops and rice crispies? Where are the cornflakes, weetabix etc. The fruit offering was dire, prunes, grapefruit and peaches- no yoghurt was available on Saturday. Having asked for our room to be serviced, it was disappointing to get back from golf on Saturday to find we weren't given additional toiletries. 3 small bottles to last 2 nights for 2 guests - not enough! Saturday night, one of our guests who has an allergy to onions was served food that had come into contact with onions. You were made aware of this allergy however still failed to manage this information. I understand our guest is expecting a follow up call regarding this. On both Saturday and Sunday after golf, we wanted crisps in the Terrace Bar but you had run out. When I asked the young lad on Sunday
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