The only issue we had was with the spa management booking which resulted in undisclosed fees at the end.
We called the hotel to confirm whether Spa is included as it was unclear upon booking, to which one of the staff replied that all are included. We also then spoke with the Spa Manager, and at no point in our conversation that the details of payments and quotes were given. We were also told not to use the online booking system as we would have to pay. We received a confirmation letter but still nothing regarding payment. These strengthened our impression that the cost of the spa treatments was included. The spa manager also came across as passive-aggressive and impatient over the phone.
We were shocked when the treatment bill - £850 was presented at check-out, as we always thought it was part of the hotel experience as initially told. The difference between facilities and treatments was explained afterward, but we felt the terms were not well-defined on the website. We did not receive any clear indication that the spa requires additional payment upon booking. We explained our situation to the hotel, but no re-evaluation, as it seems General Manager has already decided from the beginning and also credited the Spa Manager's behaviour.
Apart from this, everything else was great; the service staff was polite, and the spa treatments were relaxing. The room had great beach views and very welcoming decor. The food was delicious. Just a pity on the Spa management side.