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We had to spend literally hours and hours speaking to person after person, on the phone to arrange our complimentary treatments, which we were initially told we could not have as the Spa rooms were fully booked. This is actually true as I over heard the staff saying they are fully booked for over six weeks. It was only on the third occation that I contacted Last Minute they pulled there fingers out and made the arrangements. The Hotel Manager rang me and said that by way of apology for my problems he would 'ensure that from the moment of our arrival we had exeplary treatment'. We did not, no up grade, no bottle of wine or flowers in the room, not even a note of apology. In fact the room was small and scruffy and we had to ask for our bedding to be changed as they were stained with what looked like blood.