Hi Treen,
I do apologise for the delay - I have been having a look at the various review sites and speaking with the Holiday Creator.
In terms of Trip Advisor, we always recommend that travellers take these reviews lightly. In the past 2 years, with almost 400 customer service questionnaire responses, this hotel is generally well received by our travellers. About 12 months ago we received a few negative comments about this hotel which we raised with the hotel directly. Since then the hotel has improved their food and service for Just You. We continue to monitor all feedback we receive from travellers on this tour and feedback all comments from our customers to the hotel so that they are able to make any necessary changes.
I hope this information helps.
Kindest regards,
Julia