Sparkling Water Hotels & Spa

Comfortable and clean, service could improve The trip was to celebrate our wedding anniversary and my wife's birthday. No website made it difficult to get access to spa packages. When we did arrive at the spa the team was not prepared or expected us.

Wednesday 20th December 2023. I firstly want to say that I thought I was getting the deal of 2023 when I got the accommodation for less 56% breakfast included!!!!! I expected 5-star service. This was supposed to be my Christmas gift to my special lady, spa treatment and all. On arrival the reception was hugely impressive, and Desiree really wonderful. I received the key to unit 23 and immediately on entry heard the toilet running. could not stop it so changed to room 22. Rooms are old but clean. now we order lunch.... We get told that the delivery for the kitchen was not yet made, and not all meals available. After many attempts we finally ordered. My wife then poured salad dressing on her chicken salad only to find that the dressing had expired in February 2023!!! Betty told us that the salad dressing was bought 2 days prior. My wrap was heated AFTER the salad was put in so lettuce now like hot cabbage. Off to the Spa. Really delightful and the 2 ladies did a good job. Highlight of the stay, although easy to beat the rest. OK, so moving on. supper time. Nothing available on the menu still as stock not yet there. I take the only pasta dish available and the wife orders ribs. The only 2 things available according to Betty. Betty then returns and says the ribs are not available, but she can replace with pork chops. We accept.............. What do we get??? Pork rashers. Breakfast time........ Full buffet, only missing the steam fruit, hot Scottish porridge, croissants, jams, fruit salad and fruit preserves. instead of filter coffee, sachets of Nescafe were on offer. Now we butter our toast, and the butter is rancid!!!! I tell the waitress and the answer is "Oh OK". We then eat the toast without butter. 45 minutes later the hot breakfast arrives. I ordered baked beans, but I received Butter beans instead. I then went to check out and again found very helpful staff at reception and relayed my frustrations. The manager was called, and I again told my story. He in turn called the head chef and I again explained my frustration. he told me he was on duty and remembers the food order but then walked to the kitchen and came back with spareribs!! The bill clearly showed Pork chops, although rashers were given. I asked the manager on duty to hand my number to the owners to call me to avoid a negative review. Still waiting for the call. Now, I feel I should not have paid for the lunch or supper in light of the "breakfast included" which was absolutely shocking, as was all the other meals, but I did. I feel if anyone has pride in the service they offer, a phone call is not too much to ask. Not received. I am in the customer service game, and in fact handle ALL customer complaints regionally. I call every customer personally and make sure the complaint is resolved. I only expect what I offer myself. I WOULD NOT RECOMMEND THIS HOTEL TO ANYONE. DO NOT GO THERE!!!!!!!

Beautiful nature, gardens and surroundings. Some areas of the facility eg. dining areas are well kept, some areas need urgent attention. Storage space next to the swimming pool is inapproriate, play room very dillapidated. The food is very expensive and sub standard.