First, regardless of our experience, it stands that this is NOT a five star boutique retreat. There is no room service, there is no complimentary water, there is no welcome pack, there is nothing luxurious or particularly special about this place. Anything available, is so at an exorbitant price. Further, presumably because of COVID19, the lunch service is currently not available. However, this was never made known before arrival. And, given this was part of the reason we booked, thinking we could get lunch on site; that was very poor form.
We were booked in for two nights in a King Spa Suite, but the room they offered was not anything like those that they advertise extensively — the French door suites on the ground floor. No, we were expected to stay in a room, upstairs, that looked like a converted office space with a thin veneer door to boot. After explaining to the Assistant Manager specific personal reasons as to why this was not satisfactory, we were moved to a ground floor room— but it was made clear this was for one night only. The next day, we were offered the opportunity to move, again, but this just misses the point of what our two night stay was meant to be: a relaxing, stress free break.
The room we were given, as with the rest of the resort, was tired, worn and shabby looking: the lounge and carpet were heavily stained, the fire place had paint peeling off, the bathroom was outdated, the aircon broken, etc. The bed was a challenge and anyone taller than 6ft will find it uncomfortable! And, as another reviewer has commented; the walls are so thin there is very little privacy afforded.
On checkout there was no overture to compensate for the inconvenience to us, and certainly not to refund the lost night. And, at the time, we didn't need the added stress of arguing a clearly principled matter. It was made plain to us we were not valued as customers. Consequently, it is highly unlikely we will ever recommend or choose to stay at any Spicers property, again.
