Super disappointing experience as a diamond...not like me to complain but I felt compelled!
I used to use this hotel a lot (pre covid). Travel patterns have changed a bit since then so I don't come to Birmingham very often, but I came back a couple of months ago and really liked it (especially the new lounge), elevated it back to the top of my list.

But I came today, excitedly bearing my swimming shorts, to find:
-as said in earlier messages, pool is now 90 minute slots, pre booking only, and paid. Don't have energy to battle the booking system and I don't think it's fair to pay extra having already paid £130 to sleep here, so cross that one off.
-lady at reception proactively told me I had 40 minutes till the lounge stopped serving, I thought great, at least I can have some food
-go down to the lounge, key doesn't work. No staff around so back to reception and wait in the queue. Guy does my key again, I walk back, doesn't work again. Back a second time and get a totally fresh key which lets me in
-But, at 7.37pm, not really any food left, just scraps and the vegetarian option. Not even the cheese and biscuits that I remember so well from last time and would have happily settled for

I spoke to a staff member and he said well it closes in 20 minutes so it's understandable that there is no food. Even told me they had refilled the food 7 times. I speak to the manager and she said it's the chefs decision when to stop serving, nothing they can do (even if as I said to her they advertise opening until 8 and actually we still have 20 minutes out of the 120 minutes still to go). Offered to go and check and approx 15 minutes later they bring one plate of lemon sole goujons. At least 30 people in the lounge still.

And, just occurred to me that the reception staff didn't ask if I had a car or for the registration, so I guess I'll need to queue up again to add the parking so I don't get stuck in the morning.

Rubbish experience and I definitely won't be going back unless I really have to. It's a shame to see some properties get things so right yet others like this one get them so wrong. You would like to feel that someone cares at the property if you get hold of them but sadly I suspect they won't.