Limited Air conditioning in rooms which was very disappointing considering the cost of the room

Basic facilities

Had a nice pool and sauna, but always full of kids at the times we wanted to use it.

Food at breakfast was either cold, overcooked or undercooked or there wasn’t any left. Staff were lovely and would replenish when asked. Duvet didn’t fit the bed. Bar food took over an hour to arrive, one of the staff got shirty when asked how much longer it would be. We were sat in a draft as that was the only place with a suitable table and it took 30 mins for them to turn down the aircon.

Location to Heathrow Airport. We used the hotel after a long trip, to get our bearings before the heading home. Free parking is also a bonus.

Steam room not working in the spa and there were a couple of baby swim classes which made the spa very noisy.

Some of the room fittings looked a bit tired

Reception

Checking out One member of staff was super, sadly I didn’t get his name, he was tall blonde white hair mid twenties, said he grew up in sandbanks area, been working within this hotel for three weeks, noticed me wheeling my mum in wheelchair loaded up with bags on her lap along the corridors and immediately offered any help required, all I can say is train him out to be a manager as he has all the professional care skills of a manager, the only member of staff that offered to help us with no prompt required, thank you very much to him

Fact the receptionist didn’t even say welcome as I was checking in. I was presented with forms to complete and a welcome letter of information, when I asked what time breakfast was the reply was it is all written on the welcome paper information ( read yourself response then! ) When I asked the easier route to take my mother in a wheelchair to our room due to endless corridors the reply was I am unable to change the hotel layout ( I wasn’t asking for change in lay out just helpful direction, self service I work it out for yourself then attitude! ) On arrival to our room stepping out into our patio area on the steps there was bagged dog poo and used coffee cup from previous guest and a rat running across the court yard, I reported this and was sorted quickly. Evening meal for three of us, we all left food, tasted frozen heated up! Morning restaurant breakfast self service system, guests asking guests where items were, mugs instead of cups and saucers, no pamper. If you like a robot self service large conference hotel then this hotel is for you. If you are looking for welcoming personal care to be spoilt or pampered drive past fast! The welcome is only written in letters attached

Breakfast was nice but the food was not replenished in a timely fashion.

We had to check in an hour late as the room wasn't ready. When we got to the room it was set up for 2 people not 3 so we had to sit and watch the beds be remade, when we complained to reception that this was not acceptable the gentleman on reception replied what do you want me to do about it?

Roof was nicely presented

Bar Service was very poor Breakfast service was adequate at best

Would have liked scrambled or boiled eggs