Our experience at the resort had many positive aspects however was disappointing due to consistently poor service in several areas. We encountered abrupt and, at times, extremely rude behaviour from some members of staff. I raised these concerns with reception during our stay, however there was never any follow-up or acknowledgment.
On one occasion, we were seated for dinner at a table which had bird droppings all around the wooden plinth edging the table. It was very clear this had not just happened and had been there for some time. Again, this was reported but there was no follow-up.
We also reported issues within our room to reception and, similarly, nothing was actioned or communicated back to us.
The buffet restaurant was an area of frustration. Food items frequently ran out and were often not replenished promptly, leaving limited options available, i felt that overall the buffet had limited options, (also, not a major deal to many, however a pet hate, please change your 'fresh orange juice' to freshly squeezed not synthetic).
Breakfast service in particular felt chaotic. Tea and coffee service regularly took a very long time as drinks had to be ordered through staff, and on many occasions we found ourselves walking around searching for basic cutlery such as knives and forks. Many times there was no fruit or wholemeal bread left and hunting around trying to find someone to replenish items was frustrating.
Some mornings I didn't go to breakfast as I couldn't face the chaos.
Rooms do need to be cleaned more thoroughly (we had a mold or something similar growing on the bathroom wall which remained there until second to last day (we had to ask twice), also mini bar and bathroom items not being restocked.
After several disappointing experiences, I eventually contacted the resort manager. To his credit, he was responsive, listened to the feedback and ensured we had a lovely meal and were well looked after afterwards. However, it was a shame that this only happened on our second-to-last day at the resort.
Positive aspects, the service at Anno, The Nest rooftop bar, Banyan and Château Mon Désir was very good as was the food. The grounds and overall setting of the resort are absolutely beautiful. We also found the gentleman at the equestrian centre to be extremely pleasant and accommodating, and the gentlemen providing the towels were consistently friendly and welcoming.
Something worth being aware of, all the restaurants are NOT open every night (only the main buffet), off memory the others are open only a couple of times, maybe 3 times per week, we stayed 12 nights and although we really liked Anno, we could only visit once during our stay, if food is a big part of your holiday this is definitely worth bearing in mind.
The resort itself is stunning, i do feel the manager listened and hopefully future guests will benefit from feedback if changes are implemented, its unfortunate that the inconsistent service and lack of follow-up impacted our experience.