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I had made my booking by email but when we arrived our reservation hadn't been noted (even though I had received a response). This was particularly disappointing when it was a treat for my sister's birthday. However, the staff tried there best to make it up to us and squeezed in a treatment (although not what we'd booked). Therapist was very good. Facilities were disappointing - the pool was closed and the hot tub only big enough for two people. As there were already two people in there we couldn't use it. We didn't even get offered the tea and cake.