Having read lots of negative reviews about the hotel I was keen go with an open mind and not let other opinions sway my experience.
The hotel looks impressive and is exciting to enter, we were buzzing for our weekend! Unfortunately, immediately upon checking in they had no recollection of my booking! My heart sank. I had previously booked to stay in the Paddocks and after reading that most of the bad reviews come from people who have stayed there I decided to pay and upgrade to the main hotel.
The receptionist told me they had no rooms available in the main hotel apart from shared Double bed rooms (I was travelling with my Father for his Father's Day present!) and they said they would offer me a refund of the upgrade. After a bit of a tussle back and forth with the receptionist (who all he seemed to say was "we have no rooms"), I said it was completely unacceptable and I was asked to sit and wait for "Dan". After about a 10 minute wait the receptionist called me over who said they have a double bed in a room which was made of two singles.
I accepted the offer but was offered no compensation for the situation and left feeling completely underwhelmed.
We ended up with a smaller room due to it being a double room and it also took a while for the mattresses to come. The house staff said "oh that's going to be a problem" when seeing they needed x 2 single beds and Dad and I ended up separating the beds and moving the double mattresses and bedding outside ourselves.
The whole checkin procedure was disheartening and time wasting. The customer service was poor. Not everyone wants a refund offered immediately as that does not solve the current situation. The hotel should have sought extra compensation here I feel as that is NOT what you want on your first minute of people in the hotel.
Throughout my stay, I saw multiple people in distress and one lady basically in tears at the spa making a complaint.
SO - seems like the rumours are true. Sorry chaps!
Additionally I will note, the hotel is clean, the bar staff and restaurant were all great. Food is also good and spa was a nice addition, although be prepared, twice I asked for a robe and there wasn't one and once they even didn't have a towel. Both are to be provided as part of your stay!
In final, the check in procedure cast a shadow over the whole hotel and the weekend for me. We were always waiting for the next problem. Fortunately, the golf was superb and everyone in the Atrium and Golf house was fantastic!