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842stephenf
Newly refurbished site with great facilities but let down by poor customer service
Hollywood Bowl Liverpool Edge Lane的点评
点评：Party of 13 with a mixture of adults and young children. Booked for 2 games and we were allocated 2 lanes. Arrived on time at 17:00. Confirmation email stated that we would have the lanes until 19:20 to complete our games.
Clearly, we all played at different speeds so one lane finished before the other. The adults finished their games on one lane and the children obviously took a bit longer to finish theirs, but we were all still within our allocated time of 17:00-19:20.
Unfortunately, the adults were asked to leave their lane before the children finished their game on the next lane. The adults ended up standing around for over 30 mins for the children to finish their game so they were supervised. It was one booking and we were still within our allocated time.
I appreciate it can get busy but common sense tells me that you can’t ask adults to leave their children under supervised.
Raised this as an issue with the receptionist who was argumentative. Further escalated to the head of receptionist who didn’t understand why I was bothered by the situation. She apparently didn’t understand why I had an issue. Issue only got addressed when I requested to speak to the centre manager after several requests.
Customer service was very disappointing. Staff was very argumentative even though they were in the wrong. When I pointed out that they had violated their own terms and conditions on their website, the head receptionist simply advised that she didn’t write the terms and conditions. I would suggest further customer service training for your staff.
For anyone who is going as a large party occupying multiple lanes and want to stick together, I suggest you all play at the same speed. If one lane is ahead of the other, make sure you don’t make your last bowl and finish your game until the others have caught up. This is what I have learnt today.
Clearly, we all played at different speeds so one lane finished before the other. The adults finished their games on one lane and the children obviously took a bit longer to finish theirs, but we were all still within our allocated time of 17:00-19:20.
Unfortunately, the adults were asked to leave their lane before the children finished their game on the next lane. The adults ended up standing around for over 30 mins for the children to finish their game so they were supervised. It was one booking and we were still within our allocated time.
I appreciate it can get busy but common sense tells me that you can’t ask adults to leave their children under supervised.
Raised this as an issue with the receptionist who was argumentative. Further escalated to the head of receptionist who didn’t understand why I was bothered by the situation. She apparently didn’t understand why I had an issue. Issue only got addressed when I requested to speak to the centre manager after several requests.
Customer service was very disappointing. Staff was very argumentative even though they were in the wrong. When I pointed out that they had violated their own terms and conditions on their website, the head receptionist simply advised that she didn’t write the terms and conditions. I would suggest further customer service training for your staff.
For anyone who is going as a large party occupying multiple lanes and want to stick together, I suggest you all play at the same speed. If one lane is ahead of the other, make sure you don’t make your last bowl and finish your game until the others have caught up. This is what I have learnt today.
翻译：我们一行13人，包括成人和儿童。预订了2场游戏，我们被分配了2条球道。我们于17:00准时到达。确认邮件中说我们可以在19:20之前完成所有球道。
显然，我们每个人玩的速度不一样，所以一条球道比另一条球道先结束。成人在一条球道上完成了游戏，而儿童显然花了更长的时间才完成，但我们仍然在17:00-19:20的分配时间内。
不幸的是，在儿童完成下一条球道的游戏之前，成人被要求离开他们的球道。最终，成人们在球道上站了30多分钟，等着孩子们完成游戏，这样他们就有人看管了。虽然只有一次预订，但我们仍然在分配的时间内。
我知道这里可能会很忙，但常识告诉我，你不能要求成人把孩子留在无人看管的地方。
我向接待员提出了这个问题，但她很固执。我进一步向前台主管反映情况，她不明白我为什么会被这种情况困扰。她显然不明白我为什么会有问题。直到我多次请求与中心经理沟通后，问题才得到解决。
客户服务非常令人失望。工作人员明明错了，却仍然争吵不休。当我指出他们违反了网站上的条款和条件时，前台主管只是简单地说，条款和条件不是她写的。我建议你们对员工进行进一步的客户服务培训。
对于大型团体参加多条球道比赛并希望保持团结的玩家，我建议大家以相同的速度进行游戏。如果一条球道领先于另一条球道，请确保不要投出最后一球，并在其他球道赶上来之前完成游戏。这就是我今天学到的。
显然，我们每个人玩的速度不一样，所以一条球道比另一条球道先结束。成人在一条球道上完成了游戏，而儿童显然花了更长的时间才完成，但我们仍然在17:00-19:20的分配时间内。
不幸的是，在儿童完成下一条球道的游戏之前，成人被要求离开他们的球道。最终，成人们在球道上站了30多分钟，等着孩子们完成游戏，这样他们就有人看管了。虽然只有一次预订，但我们仍然在分配的时间内。
我知道这里可能会很忙，但常识告诉我，你不能要求成人把孩子留在无人看管的地方。
我向接待员提出了这个问题，但她很固执。我进一步向前台主管反映情况，她不明白我为什么会被这种情况困扰。她显然不明白我为什么会有问题。直到我多次请求与中心经理沟通后，问题才得到解决。
客户服务非常令人失望。工作人员明明错了，却仍然争吵不休。当我指出他们违反了网站上的条款和条件时，前台主管只是简单地说，条款和条件不是她写的。我建议你们对员工进行进一步的客户服务培训。
对于大型团体参加多条球道比赛并希望保持团结的玩家，我建议大家以相同的速度进行游戏。如果一条球道领先于另一条球道，请确保不要投出最后一球，并在其他球道赶上来之前完成游戏。这就是我今天学到的。
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