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26 Mayıs 2024
We arrived after a long drive having travelled across Canada (taking in 5 hotels in total) and were initially wowed by the friendly check in service and then the amazing view from our room, plus the freestanding bath in the room. However there was nowhere to conveniently put our cases, so we had to store them under the beds. But we noted there were only toiletries for one person, the sliding door in the toilet had no actual handle, and was difficult to close. The 3 pull down blinds for the huge windows let at least 4” of light in either side which blazed into the room, thus waking us up earlier than we’d have liked. No complimentary water at all-we asked for some at reception and it never arrived. No coffee or tea making either- surely this should be a given? The service in the cocktail bar was just awful-we arrived 40 mins before our dinner reservation for a calm drink and as there was only one waiter doing all the drinks, they arrived after 35 mins. We asked the waitress if she could let the restaurant know (just one floor up) we would be a bit late and she said she wasn’t able to!! We came back from a trip on the second day to find a wet, dirty cleaning rag left on the desk and the beds had not been properly made-just the duvets thrown roughly back. No toiletries had been replenished either. We went to reception to politely complain and the duty manager we spoke to listened to our concerns and refunded us one cocktail each and got our room cleaned while we waited downstairs. That night, when we had an early start the next day, there was a very noisy group of women upstairs who kept us awake. We called reception to ask if they could deal with this and during the call, the reception was more interested in verifying our credit card details from check in, than dealing with the actual complaint! Dinner and breakfast were great however- our dinner waitress Shannon was wonderful and Jess for our last breakfast was also cheerful, and efficient. The food was also excellent with lots of vegan options (is we are not vegans!). The spa was beautiful, with an outdoor heated infinity pool overlooking the lake. But the ladies showers were filthy and needed a good scrub. In summary-beautiful building and rooms, but scratch the surface and the staff seemed rather uncertain and inexperienced. Basics like water and coffee/ tea in the room, in a hotel of this calibre should be a given basic standard. Two water stations in the whole hotel is not adequate (one was out of order the whole time). We stayed at many places during our trip and this was the only hotel we had any issues with. Such a shame
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