I wish to extend my personal apology for not making your stay as enjoyable as it should have been.

Unfortunately the Resort was not aware that you had a dog with you, and whilst we love pets, we do not advertise the resort as pet friendly, The Manager, upon seeing the dog, felt it best to move you to a more suitable room so to allow the dog to stay with you. It is clear that this was not explianed to you very well and it is clear we could have managed this much better.

On the night you stayed there was a problem with the temperature of the hot water, whilst there was hot water it was 4 degrees below the temperature that should have been flowing into the rooms. With regret a pipe from the boiler rom to the North wing had cracked and it allowed too much cold water to mix with the thermal water, this has now been replaced and the water is flowing again

I am most disappointed to receive this feedback.

We certainly do care and respond to our customers, and we certainly did respond to this guest.

In this situation the guest purchased a voucher for a studio room, the guest made a booking for 2 adults and 2 children, so we provided them an upgrade to a one bedroom apartment.

When the guest arrived she insisted on a two bedroom apartment, we advised her on check in that we could not accommodate this as the voucher was only for a studio room. The guest created a "fuss" in reception so the Manager did provide the guest with a two bedroom apartment.

The guest was of the opinion that as she had two children we should have provided them a two bedroom apartment, and she was not happy that we had only booked her into a one bedroom apartment, and she was not happy that the reception staff advised her she was not entitled to a two bedroom apartment.

The Resort did respond to this customer with best intentions, and I personally spent two hours also explaining this to the customer. We did advise the customer she could have a two bedroom apartment but was not prepared to pay for the upgrade.


We will always provide the very best service, and whenever possible we do provide upgrades, but these are subject to availability