We had a mixed experience with reception. Upon arrival, Nicki wasn't particularly attentive. We didn't feel she was unfriendly, but she wasn't particularly friendly either. I think that if you are working in a hotel reception then going that extra mile to greet your customers is expected.
When we called to enquire about moving to a room with an actual double mattress - rather than just two mattresses put together - we had to call again after not hearing anything for 15 minutes. Also, we had to remind reception about getting ice a second time, and then when someone turned up with it, the ice bucket was maybe a fifth full. The fridge in the room was also not working.
Furthermore, my wife emailed the spa in advance to ask that she got someone strong to give her the kind of deep-tissue massage that she needs for her shoulders and she was assured that everyone who work there is capable of this. But this wasn't the case, and despite repeatedly asking the girl to use more pressure, she didn't get the kind of massage she needed.
The restaurant staff were excellent - polite, professional, warm and welcoming. The food was also excellent.
There was a guy on reception in the evening who was really good too - he was friendly and answered our questions.