We booked one night here for us and the DDs aged 2.3 and 6 months as a treat just after the Easter weekend 2013 (during school holidays). We were really looking forward to popping the girls in the creche for a couple of hours, making use of the facilities with them (like the pool) and then having a grown up dinner whilst using the listening service.
However DD1 wouldn't settle in the creche. I don't really blame the staff for this BUT they did say that their policy was to give the child 20 mins to settle in before calling parents back, and they called us back after 10. Of course I didn't want to leave DD upset, but felt that at that age, another quick story/cuddle from staff might have made all the difference.
We then took the girls to the pool, which was lovely - apart from the fact the nice receptionist had assured me that there was no need to go back to the car to collect the swim nappies as they were available for free in the pool, and I was then charged for them.
There are plenty of options re kids eating - they can either eat at a children's only high tea setting, or you can take them into the main dining room for a later (but still earlier than most adults) proper dinner with the family. As the girls were so little we opted for the former. We had been asked to book in a time and to pick from the menu. However, when we arrived, they weren't doing a la carte service, and it was in fact from a buffet. As we were close to the end of service time the buffet food was rather unpleasant looking leftovers that were all cold (and not the sort of thing I'd ordered at all). When I asked about this I was informed that the buffet was standard during school holidays. Fair enough, but I'd only booked (and been asked to choose DD's food) the week before. Had we been better informed we would have arrived at the start of buffet time.
The biggest problem of the stay was when we went back up to our room to find that there was no hot water. DH went downstairs to find out what was going on, and overheard two staff members discussing the issue with each other saying 'oh well, they'll just have to use kettles'. The boiler had broken and so there was no hot water that evening.
We did enjoy a lovely dinner in the dining room and the listening service worked well. The room was also nice (although a bit cramped with a double, single and cot).
I appreciate that this was a string of relatively minor incidents, but given the cost of a night's accommodation, we were pretty disappointed. No manager was available on site that night/the next morning, but one did call a couple of days later. We were offered a voucher for about 50% of the cost of the stay, and refunded DD's tea, and the nappy! I declined the voucher and was in return offered about half the value in a cash refund.
It was a real shame as hotel very convenient and on paper had loads of things that we wanted and are quite difficult to find (particularly a hotel with a complimentary daytime childcare service that will accept infants!), and a nice spa and restaurant. However, don't think we'd stay there again.