Guest User
December 8, 2024
My wife and I recently finished a one night stay, an overdue escape from the kids after over two years of constantly interrupted sleep. We booked using Bonvoy points, which confirmed into a classic room (the lowest category; the only one available for points booking), situated in the Brew House (separate annex building). I made two requests of the hotel. First, to give us a room in the Main House (the spa is situated there, and it’s freezing outside: there’s nothing less conducive to a relaxing trip to the spa than having to run a gauntlet between buildings in a bathrobe). Second, to give us late check-out (to make the most of a rare stay without the kids). I didn't have high expectation that my requests would be approved as this is not a huge hotel (big plus for us) and I lost Ambassador status when our little one arrived due to medical complications (having been on it since it was launched in 2011), so am only a lowly lifetime titanium. To my surprise, the first request was confirmed by email a few days before check in. The second was confirmed within hours of arrival. To my even greater surprise, and despite no mention of it at check in, when we were escorted to our room, we’d been upgraded to a junior suite - room 16 (one of three bedrooms which, together with a living room (not provided to us), makes to the Duke of Marlborough (Presidentlal) Suite. We were very appreciative of this. We settled in and then went for dinner at Cedar, the hotel’s restaurant. I have severe (anaphylaxis) allergies to shellfish and had advised the hotel in advance. All staff knew about this and we were assured all food would be prepared separately, with no risk of cross-contamination. In fact, the F&B manager came out to see me with some menus and asked for my meal preferences so things could be organised in advance. As a severe allergy sufferer, this is amazing and I'm so appreciative of the efforts. Needless to say, I had no allergy problems! The food in Cedar was out of this world. The wine (a very good bottle of Pommard) was delicious and the service absolutely faultless. It was one of the most enjoyable meals we’ve had in a hotel, and put us in a really good mood. On return to the room, it felt rather chilly. We tried adjusting the temperature but the panel was unresponsive. I was very reluctant to call down as they’d treated us so well, but it was cold and, with draughts from the huge Georgian (single glazed) sash windows, it would only get worse during the night. Someone came up and tried adjusting the temperature, to no avail. They then tried adjusting the temperature from reception and the night supervisor (a very nice gentleman) told me it only changed it by 0.3 degrees Celsius. Oddly, he didn’t offer us an alternative room (I assume the hotel was fully booked), nor any practical solution. So I requested some extra duvets. First a child’s duvet was delivered by very friendly housekeeper, which wouldn’t have made much of a diffe