Bartley Lodge Hotel, The Queens Room

We visited here for my daughters 2nd birthday to visit peppa pig world, as this hotel was recommended by peppa pig world it did look lovely from the outside & inside the rooms & hotel itself was nice to look at. However when we arrived they was no warm welcome from the staff. The staff members didn’t ask if we needed a cot I had to request one. Even though our booking showed a triple room (2 adults 1 child). Then we waited in reception for 15 minutes until the lady went to check if the room was sorted for us which I’m assuming it wasn’t ready as we had a long wait. We also wasn’t notified that the lift wasn’t working and we also wasn’t shown to our room as this is our first time they told us where it was but we had no clue to where it was. I had to carry the pram and bags and suitcase up 4 flights of stairs with no help from the staff after asking them if the lift is working their reply was “no” instead they could of offered their help as we are their customers. Once arrived in the room it was lovely no complaints about the room the only thing I found was the bath plug was too big fitted for the drain in the bath so the water kept on getting out and the temperature of the bath wasn’t that hot. Overall the room was ok. We tried ringing reception numerous times for room service as we had a little one I couldn’t always keep going downstairs to when I needed something but I had to ask my partner to go for me for drinks. I have never known a hotel to not do room service or answer their phones. The doors also close at 11pm which I find bizarre to those who smoke. The restaurant - food was appalling - breakfast was included in the package but if it wasn’t I wouldn’t have wanted to pay for it. Microwave warmed up pancakes. The breakfast was ok but nothing special. We had the food but then no one came over to check how it was for us. We also had witnessed another table complaining about the food and how stale it looked & tasted & how dry the pie was. I ordered fish and chips and the only thing nice was the fries. I didn’t eat the fish at all. The sausages are definitely not fresh sausages because the meat inside of the sausage is stale. We had no clean bedding put on our bed/fresh towels given to our room during the 2 night stay. I requested a spare quilt for my little girl as the cot she was sleeping in was very hard, the floor would have been comfier. The day of leaving the hotel , checkout is at 11am. I came downstairs to reception and gave the lady (who wears the black blazer). I said thank you as handing her the key. She then went “okay” and took the key from me, I waited to see if she would say anything else but she honestly shocked me to not even saying “I hope you enjoyed your stay, thank you for coming” etc .. but just “okay” we got. I found her really rude and her face was very moody. This is the same lady who checked us in & now checked us out. I asked her upon leaving why they is no staff working downstairs at night time she said no 2 nights a week they is no staff which I find is absolutely disgusting and I have never ever heard of no staff being on night time duty for 2 nights. I think staff should be working night time and room service should happen as well as the lift working. I think if I would have read the reviews before coming here I would have ran to the hills and never of booked here with the Paultons package. The staff are rude and helpless, food is appalling & you feel very unwelcome here. I would 100000% not recommend this hotel to anyone. Very upsetting to say we have travelled 5 hours here to get rubbish service. Very disappointing.