Warner Leisure Hotels
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Very disappointed
We've been going to Warner's for many years and sad to say, things have very much sadly declined, especially over the past 4 years. Our recent stay at Cricket St Thomas was very much in this vein. I would like to say at this stage that I have passed these thoughts on within the end of stay survey and voiced some concerns at the time and unfortunately have heard nothing back. The stay was at the end of August. A treat for my husband and I who have the same birthday. We decided on a room at Cricket House to take advantage of the beautiful views of the lovely gardens. On arrival you (should) be greeted at a little hut on the driveway and receive your welcome pack. We arrived dead on 3pm and there was no one in the hut. A young man was outside the hut talking to a friend on a motorbike. We slowed down but got no acknowledgement so parked up and went to the main reception. The receptionist tried to contact the check in hut via radio and got no answer so walked himself to get our welcome pack. No real apology. We drove around to Cricket House and struggled to find our room. No clear direction other than to the rooms on the upper floors. We asked at the bar there and the young lady actually said "I love it when customers ask me about rooms ..as if I should know" and smiled at me. She did help us but it appeared reluctantly. The room itself was a delight. Beautifully decorated and I felt my mood lifting slightly. Until I looked out of the window to be greeted by traffic cones and tape sectioning off an area. The following day scaffolding was erected, so no view. One of the Free Waters was an empty bottle. We took it to reception and asked for a replacement which never materialised. There was a squashed crisp on the carpet which was still there the next day and our bathroom was very poorly cleaned on day 2. Overnight there was a noise - rather like a cistern trying to fill up, which disturbed my husband. The people next door actually asked to be moved as it was louder for them. Dinner on night 1 was a very poor experience. No water in the jugs - I struggle to swallow and so need water with my meals. It took 20 minutes for them to be filled. My husband choose from the Chefs menu, along with the tables either side of us, who along with my husband had the baked Trout with white wine sauce. The fish was extremely dry, the sauce extremely gluppy. The new potatoes like bullets and the seasonal vegetables extremely anemic. The table the other side asked for a medium rare steak which smelt burnt on arrival and was sent back to the kitchen. I opted for the buffet on both nights of our stay. I'm a pescatarian and the vegetarian and fish choice I felt, were extremely poor. The buffet was a very sad affair. The salad leaves were brown. The cucumber slimy in the middle. On both nights I had to wait for dishes to be refilled which lead to huffing and puffing from fellow guests in the queue who were having this option as a starter.. The chap re filling the section either didn't understand or chose not to understand when I asked for the empty fish plates to be topped up.... Breakfast wasn't much better. We were only able to get late table bookings so I wonder if this was the problem? Although in my opinion, the availablity of dishes and time you eat shouldn't be a factor. The dining experience led us not to want to go to the entertainment so I am unable to comment. We chose to sit in the lounge after dinner and have a quiet drink. There was a sign at the bar to say it was table service but that never happened..... There is no longer any daytime crafting. I used to learning new things. I did go for a lovely walk around the gardens which are very beautiful and the saving grace. This is the second break this year at Cricket St Thomas which has been disappointing. We left comments at the hotel and complained direct last time as well and got no response on either occasion. Sadly, we have decided not to return. A real shame especially as this hotel is literally 25 minutes from home and so an Ideal short break for us. Highlights - our server at meal times was lovely and really should not have been put in the position she was. There were many verbal complaints which she handled well The gardens are still very beautiful.