"staff are excellent"

"Staff did the best they could and were extremely friendly but the overall stay was a big let down. We quite understood that our room would not be ready before the specified time but, as the website had mentioned a snack bar/deli we thought we'd spend some time there. Unfortunately it had closed some time ago. Although there was comfortable seating in the reception area it was freezing. We subsequently discovered that the hotel is only heated for an hour or two in the morning and again in the...