Absolutely appalling customer service skills. Their contact number goes straight to answer phone and I left a message, with no reply. So I left another and yet again no reply. I left 4 messages over 4 weeks and numerous emails. Not one was replied to until 3 days before I depart. I spoke to “David James- Concierge Team Manager” via email who seems to only put the blame onto myself for misunderstanding the booking, if my first email had been replied to they could have clarified everything and I would be looking forward to my weekend away this Saturday. Instead David felt the need to patronise and blame me for everything that has gone wrong. When I told him i would be leaving a review he said he would forward any review onto his legal team to take action. What’s the point of review sites for customers to put up their honest opinion if companies threaten legal action. Appalled at the lack of customer service received and would highly recommend booking with another company rather than this one. Saying this i do hope my weekend away will be enjoyable and this fiasco will not get in the way.