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Emily C
I’d give it 0 stars if I could
Macdonald Craxton Wood Spa的点评
点评：To be clear I have since received a full refund after much insistence via email. Here is the complaints email for any other reviewers that require it: spamgr.craxton@macdonald-hotels.co.uk
We both arrived at the spa at 8.30am, we had travelled from Crewe and with the predictability of early morning traffic, we had set off with plenty of time, I entered the spa asking to use the toilet facilities ahead of time, to which a staff member who was on the front desk, was very kind and accommodating. I returned to the car and we both entered the spa reception a few minutes before 9amas when booking online it advised, our spa morning started at 9am. We were both asked to fill out a health form in preparation for our booked massages, where I mentioned openly about me previously having had Cancer and how I was having ongoing immunotherapy. We returned to the front desk, to where the original staff members had gone, but a male staff member was there. He handed us robes, not checking the sizes and said very candidly they did different sizes so if they were wrong, just bring them back, instead of actually asking or checking, and a pair of slippers each. No towel, no information about where the towels are, no directions on where to go and no card key. This resulted in us returning to the front desk, 3 separate times. The piece of paper I had been handed also said our spa morning started at 9.30am. Something that had not been communicated to us.
The building itself appeared poorly maintained including water leaking from the ceiling in the cafe. Some facilities were closed, others open but damaged and dirty. Mold appearing in the corner of the showers, rubbish on the floor and cubicle doors being broken are amongst the few signs of a clear need for Maintenace. I struggled to get a drink of water in the morning as the water cooler had not been put out yet, and when we did find one, tucked around a corner in the cafe, we had to ask staff for glasses.
Our Massages where both booked for 10.30am, I had to ask a passing staff member where to wait, as of course, we had not been instructed at the start of the morning. We both sat in the waiting area from 10.25am, at 10.30am, a staff member came to collect my partner, without acknowledging me. My partner has told me this was a very good massage and the staff member was kind and friendly. I waited in the waiting area until 10.42, thinking it was strange that no staff had even come through the waiting area in this time, I went to the front desk to ask if everything was ok. I was advised by a member of staff that someone would be with me 'in two minutes' and to return to the waiting area. So I did. At 10.52, I returned to the front desk, explaining that I was still waiting, that the treatment was 25 minutes long, so my partner would be coming out of his massage soon, and we were there to spend time together. Again, I was told someone would be with me 'in a minute' and to go back to the waiting area. When I went back, my partner came out of his treatment and I explained what had happened. At 11.02, a member of the team, came to speak to us. He advised that because I was having ongoing Cancer treatment, they would need a specialist member of staff to do the massage for me, and they simply 'could not find' the member of staff, so I would not be having the treatment. I explained to him that I had not had immunotherapy for over 4 months as it is on a 6 monthly cycle, and that I was more than safe to have a normal massage, having done so on multiple occasions at other spas. He said he was not aware of this, following the information I had filled out on the form. I asked why no one had discussed this with me? why had no one spoken to me about my own health like a human being? why had I been left to wait coming close to an hour for a service I was never going to receive? To which he had very little answers. The staff member offered to refund the treatment, which should have been standard, as I had not received the treatment. He also offered to give us a bottle of prosecco with our meal that had been booked, which I declined as my partner was driving and I would not drink a bottle of prosecco on my own. He agreed that our soft drinks would be covered for the rest of our time there, and he would make the staff aware for our meal at the Craxton Wood Grill, this I accepted.
After having the majority of the morning tainted, we spent a little time in the pool and decided to go for lunch, hoping this would somewhat redeem the experience. I received a refund for the treatment (£29.50) at the front desk, with no apology from the dismissive memeber of staff who had told me to wait for the treatment, that was to never come.
On arriving at the Craxton Wood Grill, we were greeted by a friendly member of staff at the front desk and directed to go to the conservatory area. We were sat down by a member of staff in the conservatory, a poorly ventilated room, with pealing ceilings and brown staining on the walls. The staff member had no idea about the free drinks promised by the previous member of staff and handed us a piece of paper asking us to select a choice of sandwich or salad and a choice of 3 desserts. When we booked online, the description of a 'two course spa lunch in the Craxton wood Grill, prepared by our chefs' led us to believe that we would be expecting a warm meal at the very least, this seems extremely misleading especially for the prices that are charged. Another disappointment added to the day. We both ordered a sandwich, one egg mayo on white, one tuna mayo on white. After a close to 30 minute wait (for a sandwich?!) the staff member appeared with a cheese sandwich on white and a tuna mayo on brown. Although it may seem very silly to be upset over a sandwich, it was just the last straw of a disastrous morning. When the staff member returned to the kitchen, we left informing the member of staff at the front of the Craxton Wood Grill that we were leaving to discuss our complaint at the spa and we did not want the food.
On returning to the spa front desk, which is where I felt like is spent the majority of my morning, I asked to speak to the original member of staff again and was told to wait in the cafe. He arrived and I gave him an over view of the further issues we had, and that I just wanted a refund and to leave. He said he would see what he could do, apologised and left. When coming back, he advised that he could only refund £20 each and that I would have to raise the complaint through this email as he could not help any further. Although polite through all our interactions, this was there bare minimum. I received the £40 refund and left.
We both arrived at the spa at 8.30am, we had travelled from Crewe and with the predictability of early morning traffic, we had set off with plenty of time, I entered the spa asking to use the toilet facilities ahead of time, to which a staff member who was on the front desk, was very kind and accommodating. I returned to the car and we both entered the spa reception a few minutes before 9amas when booking online it advised, our spa morning started at 9am. We were both asked to fill out a health form in preparation for our booked massages, where I mentioned openly about me previously having had Cancer and how I was having ongoing immunotherapy. We returned to the front desk, to where the original staff members had gone, but a male staff member was there. He handed us robes, not checking the sizes and said very candidly they did different sizes so if they were wrong, just bring them back, instead of actually asking or checking, and a pair of slippers each. No towel, no information about where the towels are, no directions on where to go and no card key. This resulted in us returning to the front desk, 3 separate times. The piece of paper I had been handed also said our spa morning started at 9.30am. Something that had not been communicated to us.
The building itself appeared poorly maintained including water leaking from the ceiling in the cafe. Some facilities were closed, others open but damaged and dirty. Mold appearing in the corner of the showers, rubbish on the floor and cubicle doors being broken are amongst the few signs of a clear need for Maintenace. I struggled to get a drink of water in the morning as the water cooler had not been put out yet, and when we did find one, tucked around a corner in the cafe, we had to ask staff for glasses.
Our Massages where both booked for 10.30am, I had to ask a passing staff member where to wait, as of course, we had not been instructed at the start of the morning. We both sat in the waiting area from 10.25am, at 10.30am, a staff member came to collect my partner, without acknowledging me. My partner has told me this was a very good massage and the staff member was kind and friendly. I waited in the waiting area until 10.42, thinking it was strange that no staff had even come through the waiting area in this time, I went to the front desk to ask if everything was ok. I was advised by a member of staff that someone would be with me 'in two minutes' and to return to the waiting area. So I did. At 10.52, I returned to the front desk, explaining that I was still waiting, that the treatment was 25 minutes long, so my partner would be coming out of his massage soon, and we were there to spend time together. Again, I was told someone would be with me 'in a minute' and to go back to the waiting area. When I went back, my partner came out of his treatment and I explained what had happened. At 11.02, a member of the team, came to speak to us. He advised that because I was having ongoing Cancer treatment, they would need a specialist member of staff to do the massage for me, and they simply 'could not find' the member of staff, so I would not be having the treatment. I explained to him that I had not had immunotherapy for over 4 months as it is on a 6 monthly cycle, and that I was more than safe to have a normal massage, having done so on multiple occasions at other spas. He said he was not aware of this, following the information I had filled out on the form. I asked why no one had discussed this with me? why had no one spoken to me about my own health like a human being? why had I been left to wait coming close to an hour for a service I was never going to receive? To which he had very little answers. The staff member offered to refund the treatment, which should have been standard, as I had not received the treatment. He also offered to give us a bottle of prosecco with our meal that had been booked, which I declined as my partner was driving and I would not drink a bottle of prosecco on my own. He agreed that our soft drinks would be covered for the rest of our time there, and he would make the staff aware for our meal at the Craxton Wood Grill, this I accepted.
After having the majority of the morning tainted, we spent a little time in the pool and decided to go for lunch, hoping this would somewhat redeem the experience. I received a refund for the treatment (£29.50) at the front desk, with no apology from the dismissive memeber of staff who had told me to wait for the treatment, that was to never come.
On arriving at the Craxton Wood Grill, we were greeted by a friendly member of staff at the front desk and directed to go to the conservatory area. We were sat down by a member of staff in the conservatory, a poorly ventilated room, with pealing ceilings and brown staining on the walls. The staff member had no idea about the free drinks promised by the previous member of staff and handed us a piece of paper asking us to select a choice of sandwich or salad and a choice of 3 desserts. When we booked online, the description of a 'two course spa lunch in the Craxton wood Grill, prepared by our chefs' led us to believe that we would be expecting a warm meal at the very least, this seems extremely misleading especially for the prices that are charged. Another disappointment added to the day. We both ordered a sandwich, one egg mayo on white, one tuna mayo on white. After a close to 30 minute wait (for a sandwich?!) the staff member appeared with a cheese sandwich on white and a tuna mayo on brown. Although it may seem very silly to be upset over a sandwich, it was just the last straw of a disastrous morning. When the staff member returned to the kitchen, we left informing the member of staff at the front of the Craxton Wood Grill that we were leaving to discuss our complaint at the spa and we did not want the food.
On returning to the spa front desk, which is where I felt like is spent the majority of my morning, I asked to speak to the original member of staff again and was told to wait in the cafe. He arrived and I gave him an over view of the further issues we had, and that I just wanted a refund and to leave. He said he would see what he could do, apologised and left. When coming back, he advised that he could only refund £20 each and that I would have to raise the complaint through this email as he could not help any further. Although polite through all our interactions, this was there bare minimum. I received the £40 refund and left.
翻译：需要说明的是，在多次邮件催促下，我已收到全额退款。以下是其他需要投诉的顾客的邮箱地址：spamgr.craxton@macdonald-hotels.co.uk
我们俩早上8:30到达水疗中心，从克鲁出发，由于早高峰交通拥堵，我们提前出发了。我提前进入水疗中心，要求使用洗手间，前台的一位工作人员非常友好热情，给予了我们帮助。我回到车上，我们俩在早上9点（上午9点）前几分钟到达水疗中心接待处，网上预订时显示，我们的水疗中心上午9点开始。我们俩都被要求填写健康表格，以便进行预订的按摩。在表格中，我坦诚地提到我之前患有癌症，并且目前正在接受免疫治疗。我们回到前台，原来的工作人员已经走了，但那里有一位男工作人员。他递给我们浴袍，没有检查尺码，并非常坦率地说他们有不同尺码，所以如果尺码不对，就直接拿回来，而不必真的询问或检查，他还给每人一双拖鞋。没有毛巾，没有关于毛巾在哪里的信息，没有去哪里的指示，也没有房卡。这导致我们三次回到前台。我拿到的纸条上还写着我们的水疗上午从早上 9:30 开始。这件事并没有通知我们。
建筑本身似乎维护不善，包括咖啡馆天花板漏水。一些设施关闭了，另一些开放但损坏且肮脏。淋浴间角落出现霉菌，地板上有垃圾，隔间门坏了，这些都是明显需要维护的迹象。早上，我很难喝到水，因为饮水机还没有放好，当我们在咖啡馆的一个角落里找到一个时，我们不得不向工作人员要杯子。
我们两人的按摩都预约在上午 10:30，我不得不问一位路过的工作人员在哪里等候，因为当然，我们在早上开始的时候并没有得到指示。我们俩从上午 10:25 开始就坐在等候区，10:30，一位工作人员来接我的伴侣，但是没有理会我。我的伴侣告诉我这是一次非常好的按摩，工作人员也很友善。我在等候区一直等到 10:42，我觉得很奇怪为什么这个时候没有工作人员来等候区，于是我走到前台询问是否一切都好。一位工作人员告诉我，有人会在“两分钟内”来陪我，让我回到等候区。所以我就照做了。10:52，我回到前台，解释说我还在等，治疗时长为 25 分钟，所以我的伴侣很快就要结束按摩，我们在这里一起度过时光。他们又告诉我“一会儿”就会有人来，让我回到等候区。我回去的时候，我的伴侣刚做完治疗回来，我解释了发生了什么事。11点02分，一位团队成员过来和我们交谈。他告诉我，由于我正在接受癌症治疗，他们需要一位专科医生为我按摩，但他们“找不到”这位医生，所以我无法接受治疗。我向他解释说，我已经4个多月没有接受免疫疗法了，因为免疫疗法的周期是6个月，而且我在其他水疗中心也做过多次普通按摩，所以完全可以放心去做。他说，根据我填写的表格，他不知道这件事。我问为什么没有人跟我讨论过这件事？为什么没有人像人一样跟我谈谈我的健康状况？为什么我要等将近一个小时，却得不到任何服务？对此，他几乎无话可说。由于我没有接受治疗，工作人员提出退还理疗费用，这本应是标准做法。他还提出在我们预订的餐食中赠送一瓶普罗塞克起泡酒，但我拒绝了，因为我的伴侣正在开车，而我一个人不会喝一瓶普罗塞克起泡酒。他同意我们剩余时间的软饮料费用将由他承担，并且会通知工作人员我们在 Craxton Wood Grill 用餐的情况，我接受了。
在大部分上午都喝得酩酊大醉之后，我们在泳池里待了一会儿，然后决定去吃午饭，希望这能多少弥补一下这次经历。我在前台收到了理疗费用的退款（29.50 英镑），前台那位不屑一顾的工作人员没有道歉，他们告诉我要等到永远也不会有理疗。
到达 Craxton Wood Grill 后，前台一位友好的工作人员迎接了我们，并带我们去了温室区。我们被一位工作人员安排在温室里坐下，这是一个通风很差的房间，天花板剥落，墙壁上有棕色污渍。工作人员不知道前一位工作人员承诺的免费饮料，递给我们一张纸条，让我们选择三明治或沙拉以及 3 种甜点。我们在线预订时，‘由我们的厨师在 Craxton wood Grill 烹制的两道菜温泉午餐’的描述让我们相信我们至少会期待一顿热腾腾的饭菜，但这似乎极具误导性，尤其是考虑到所收取的价格。这天又添一笔失望。我们都点了一个三明治，一个白底鸡蛋蛋黄酱三明治，一个白底金枪鱼蛋黄酱三明治。等了将近 30 分钟（就为了吃三明治？！）工作人员拿着一个白底奶酪三明治和一个棕底金枪鱼蛋黄酱三明治出现了。虽然因为一个三明治而生气似乎很愚蠢，但这只不过是这个灾难性早晨的最后一根稻草。当工作人员返回厨房时，我们离开时告诉克拉克斯顿伍德烧烤餐厅 (Craxton Wood Grill) 前面的工作人员，我们要去水疗中心讨论我们的投诉，我们不想吃这里的食物。
回到水疗中心前台后，我感觉他大部分上午的时间都待在这里，我再次要求与原来的工作人员通话，但他让我在咖啡厅等候。他来了之后，我向他概述了我们遇到的其他问题，并表示我只想要退款然后离开。他说他会看看能不能帮上忙，然后道了歉就离开了。回来后，他告诉我他只能退每人 20 英镑，我必须通过这封邮件提出投诉，因为他无法提供进一步的帮助。虽然我们每次互动时都很有礼貌，但这已经是最低限度了。我拿到了 40 英镑的退款，然后离开了。
我们俩早上8:30到达水疗中心，从克鲁出发，由于早高峰交通拥堵，我们提前出发了。我提前进入水疗中心，要求使用洗手间，前台的一位工作人员非常友好热情，给予了我们帮助。我回到车上，我们俩在早上9点（上午9点）前几分钟到达水疗中心接待处，网上预订时显示，我们的水疗中心上午9点开始。我们俩都被要求填写健康表格，以便进行预订的按摩。在表格中，我坦诚地提到我之前患有癌症，并且目前正在接受免疫治疗。我们回到前台，原来的工作人员已经走了，但那里有一位男工作人员。他递给我们浴袍，没有检查尺码，并非常坦率地说他们有不同尺码，所以如果尺码不对，就直接拿回来，而不必真的询问或检查，他还给每人一双拖鞋。没有毛巾，没有关于毛巾在哪里的信息，没有去哪里的指示，也没有房卡。这导致我们三次回到前台。我拿到的纸条上还写着我们的水疗上午从早上 9:30 开始。这件事并没有通知我们。
建筑本身似乎维护不善，包括咖啡馆天花板漏水。一些设施关闭了，另一些开放但损坏且肮脏。淋浴间角落出现霉菌，地板上有垃圾，隔间门坏了，这些都是明显需要维护的迹象。早上，我很难喝到水，因为饮水机还没有放好，当我们在咖啡馆的一个角落里找到一个时，我们不得不向工作人员要杯子。
我们两人的按摩都预约在上午 10:30，我不得不问一位路过的工作人员在哪里等候，因为当然，我们在早上开始的时候并没有得到指示。我们俩从上午 10:25 开始就坐在等候区，10:30，一位工作人员来接我的伴侣，但是没有理会我。我的伴侣告诉我这是一次非常好的按摩，工作人员也很友善。我在等候区一直等到 10:42，我觉得很奇怪为什么这个时候没有工作人员来等候区，于是我走到前台询问是否一切都好。一位工作人员告诉我，有人会在“两分钟内”来陪我，让我回到等候区。所以我就照做了。10:52，我回到前台，解释说我还在等，治疗时长为 25 分钟，所以我的伴侣很快就要结束按摩，我们在这里一起度过时光。他们又告诉我“一会儿”就会有人来，让我回到等候区。我回去的时候，我的伴侣刚做完治疗回来，我解释了发生了什么事。11点02分，一位团队成员过来和我们交谈。他告诉我，由于我正在接受癌症治疗，他们需要一位专科医生为我按摩，但他们“找不到”这位医生，所以我无法接受治疗。我向他解释说，我已经4个多月没有接受免疫疗法了，因为免疫疗法的周期是6个月，而且我在其他水疗中心也做过多次普通按摩，所以完全可以放心去做。他说，根据我填写的表格，他不知道这件事。我问为什么没有人跟我讨论过这件事？为什么没有人像人一样跟我谈谈我的健康状况？为什么我要等将近一个小时，却得不到任何服务？对此，他几乎无话可说。由于我没有接受治疗，工作人员提出退还理疗费用，这本应是标准做法。他还提出在我们预订的餐食中赠送一瓶普罗塞克起泡酒，但我拒绝了，因为我的伴侣正在开车，而我一个人不会喝一瓶普罗塞克起泡酒。他同意我们剩余时间的软饮料费用将由他承担，并且会通知工作人员我们在 Craxton Wood Grill 用餐的情况，我接受了。
在大部分上午都喝得酩酊大醉之后，我们在泳池里待了一会儿，然后决定去吃午饭，希望这能多少弥补一下这次经历。我在前台收到了理疗费用的退款（29.50 英镑），前台那位不屑一顾的工作人员没有道歉，他们告诉我要等到永远也不会有理疗。
到达 Craxton Wood Grill 后，前台一位友好的工作人员迎接了我们，并带我们去了温室区。我们被一位工作人员安排在温室里坐下，这是一个通风很差的房间，天花板剥落，墙壁上有棕色污渍。工作人员不知道前一位工作人员承诺的免费饮料，递给我们一张纸条，让我们选择三明治或沙拉以及 3 种甜点。我们在线预订时，‘由我们的厨师在 Craxton wood Grill 烹制的两道菜温泉午餐’的描述让我们相信我们至少会期待一顿热腾腾的饭菜，但这似乎极具误导性，尤其是考虑到所收取的价格。这天又添一笔失望。我们都点了一个三明治，一个白底鸡蛋蛋黄酱三明治，一个白底金枪鱼蛋黄酱三明治。等了将近 30 分钟（就为了吃三明治？！）工作人员拿着一个白底奶酪三明治和一个棕底金枪鱼蛋黄酱三明治出现了。虽然因为一个三明治而生气似乎很愚蠢，但这只不过是这个灾难性早晨的最后一根稻草。当工作人员返回厨房时，我们离开时告诉克拉克斯顿伍德烧烤餐厅 (Craxton Wood Grill) 前面的工作人员，我们要去水疗中心讨论我们的投诉，我们不想吃这里的食物。
回到水疗中心前台后，我感觉他大部分上午的时间都待在这里，我再次要求与原来的工作人员通话，但他让我在咖啡厅等候。他来了之后，我向他概述了我们遇到的其他问题，并表示我只想要退款然后离开。他说他会看看能不能帮上忙，然后道了歉就离开了。回来后，他告诉我他只能退每人 20 英镑，我必须通过这封邮件提出投诉，因为他无法提供进一步的帮助。虽然我们每次互动时都很有礼貌，但这已经是最低限度了。我拿到了 40 英镑的退款，然后离开了。
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