Thank you for your feedback. We are genuinely sorry that the property did not meet your expectations, although we do feel some important context is needed. This is a large, character property and parts of the spa retain the original tiles and fittings, some of which are around 40 years old. Close-up photographs of aged tiles, grout and normal corrosion/wear can unfortunately give a rather misleading impression of the overall cleanliness and condition of the property. Age and cosmetic wear are not necessarily an indication that an area is unclean. That said, the issues you mention regarding the laundry left in the machines and dust on the fans should not have occurred, and these have been raised with our cleaning team. We take cleanliness extremely seriously, and we believe our guests’ experiences over many years provide the fairest reflection of the property. We have received almost 300 five-star reviews for cleanliness and consistently excellent feedback from our guests. This is the first time we have ever received a cleanliness/property rating as low as 4 out of 10, so naturally we were very disappointed to read it. We will, however, take the constructive elements of your feedback on board and continue to maintain and improve the property for future guests.

Dear Susan, I am so sorry you didn’t enjoy to stay enough to rate the spa higher or give me the opportunity to support you in anyway during your stay. I am confident I could have given you a 10/10 experience. I note you didn’t message me at anytime since you booked so was completely unaware of any issue assuming there were some. I would have welcomed any feedback so I could improve things for future guests.