Lily of the Valley

We have stayed here before (2 years ago) and it was lovely. We have recommended it to many people. However, this second stay was very poor in comparison. The grounds are lovely, but the staff and service aren’t at a 5 star level anymore. We got in late the first night and was told room service was available. Once we went to order, they told us that no hot items were available despite their menu and reception telling us otherwise. After arguing with us for 30 minutes, we decided to pass on the cold snacks they had. Their manager then proceeded to bring us the food we originally requested 30 minutes later without notice (it was now close to midnight) and charged us for it. Thankfully this was reversed after 6 hours the following day. Their staff largely appear to be unhappy and are not warm or welcoming (aside from a few). We asked for a one hour late checkout and we were denied despite numerous availability online for the same room. It took 2.5 hours for them to even tell us they couldn’t accommodate it. There wasn’t any major item that cause the stay to be unsatisfactory but rather a lack of care. This was one of our favorite places to recommend and now we really wouldn’t come back. We have told two family members who have trips booked later this summer to cancel and go elsewhere; it’s a real shame to see the difference from one trip to another.