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AbingdonAbbey
Is the spa area lovely - yes, very much so. But do they care about YOU - No evidence found.
Spa at Mercure Warwickshire Walton Hall Hotel的点评
点评：Terrible customer service!
I booked a treatment as part of a hotel stay with an event and on arrival discovered that hotel guests were eligible for 30% off treatments. I, of course, therefore wanted to have my booking adjusted (as it was for a subsequent day) and was fobbed off by the hotel ("nothing to do with us"). I then called the Spa reception and the receptionist took my details as was personally unable to assist.
When I then arrived for my appointment, I was advised that 'Tom' would contact me about the offer. Somewhat reassured the 'right thing' would be done. I proceeded to have my treatment (note, it's the treatment and therapist who get the 2 stars, as they were lovely - the remainder are lost due to the lack of care and communication)...
So, was I contacted by Tom? No!
Did I have to chase Tom? Yes!
Did I have to chase several times? Yes!
Did Tom seem to understand the query? No!
Was Tom somewhat condescending in tone? Yes!
Did I have to continually chase Tom for a reply/resolution? Yes!
Did Tom 'eventually' offer a resolution? Depends how you look at it? I was offered 50% of a further treatment, but not only am I not local - was I made to feel compelled to return - ABSOLUTELY NOT!!
I can't even put this down to a one-off as many people in my group also reporting trying to contact the Spa (due to reports of pool closure) to ask about other facilities and the usual fee applied to hotel guests for using the spa (i.e, was this wavered as result of the pool being closed) and to my knowledge - NONE got a reply !!
Is the spa area lovely - yes, very much so. But do they care about YOU - No evidence found. If you want to leave feeling relaxed and rejuvenated - you may, like me, feel very much on the contrary !!
I booked a treatment as part of a hotel stay with an event and on arrival discovered that hotel guests were eligible for 30% off treatments. I, of course, therefore wanted to have my booking adjusted (as it was for a subsequent day) and was fobbed off by the hotel ("nothing to do with us"). I then called the Spa reception and the receptionist took my details as was personally unable to assist.
When I then arrived for my appointment, I was advised that 'Tom' would contact me about the offer. Somewhat reassured the 'right thing' would be done. I proceeded to have my treatment (note, it's the treatment and therapist who get the 2 stars, as they were lovely - the remainder are lost due to the lack of care and communication)...
So, was I contacted by Tom? No!
Did I have to chase Tom? Yes!
Did I have to chase several times? Yes!
Did Tom seem to understand the query? No!
Was Tom somewhat condescending in tone? Yes!
Did I have to continually chase Tom for a reply/resolution? Yes!
Did Tom 'eventually' offer a resolution? Depends how you look at it? I was offered 50% of a further treatment, but not only am I not local - was I made to feel compelled to return - ABSOLUTELY NOT!!
I can't even put this down to a one-off as many people in my group also reporting trying to contact the Spa (due to reports of pool closure) to ask about other facilities and the usual fee applied to hotel guests for using the spa (i.e, was this wavered as result of the pool being closed) and to my knowledge - NONE got a reply !!
Is the spa area lovely - yes, very much so. But do they care about YOU - No evidence found. If you want to leave feeling relaxed and rejuvenated - you may, like me, feel very much on the contrary !!
翻译：糟糕的客户服务！
我预订了一项护理疗程，作为酒店住宿和活动的一部分。抵达酒店后，我发现酒店客人可以享受护理疗程七折优惠。因此，我当然想更改预约（因为是第二天），但酒店却敷衍了事（“这跟我们没关系”）。于是我打电话给水疗中心前台，前台接待员记下了我的信息，因为她本人无法提供帮助。
当我到达水疗中心进行预约时，他们告诉我“汤姆”会联系我，告诉我优惠的事。我稍微安心了一些，觉得他们会“妥善处理”。然后我继续进行护理（需要说明的是，我给两星是因为护理疗程和理疗师都很棒——剩下的两星都是因为缺乏关怀和沟通……）
所以，汤姆联系过我吗？没有！
我需要催汤姆吗？是的！
我需要催好几次吗？是的！
汤姆似乎理解了我的问题吗？没有！
汤姆的语气有点居高临下吗？是的！
我是否需要不断催促汤姆回复/解决问题？是的！
汤姆最终是否提供了解决方案？这取决于你怎么看。他们提出给我下次疗程五折优惠，但我不仅不是本地人，而且他们是否强迫我再次光顾？绝对没有！！
这并非个例，因为我同行的许多人也反映，他们曾试图联系水疗中心（因为听说泳池关闭），询问其他设施的情况以及酒店客人使用水疗中心的通常费用（例如，泳池关闭是否免除了费用），但据我所知——没有一个人收到回复！！
水疗中心环境优美吗？是的，非常优美。但他们是否关心你？没有发现任何迹象。如果你想带着放松和焕然一新的感觉离开——你可能会像我一样，感觉恰恰相反！！
我预订了一项护理疗程，作为酒店住宿和活动的一部分。抵达酒店后，我发现酒店客人可以享受护理疗程七折优惠。因此，我当然想更改预约（因为是第二天），但酒店却敷衍了事（“这跟我们没关系”）。于是我打电话给水疗中心前台，前台接待员记下了我的信息，因为她本人无法提供帮助。
当我到达水疗中心进行预约时，他们告诉我“汤姆”会联系我，告诉我优惠的事。我稍微安心了一些，觉得他们会“妥善处理”。然后我继续进行护理（需要说明的是，我给两星是因为护理疗程和理疗师都很棒——剩下的两星都是因为缺乏关怀和沟通……）
所以，汤姆联系过我吗？没有！
我需要催汤姆吗？是的！
我需要催好几次吗？是的！
汤姆似乎理解了我的问题吗？没有！
汤姆的语气有点居高临下吗？是的！
我是否需要不断催促汤姆回复/解决问题？是的！
汤姆最终是否提供了解决方案？这取决于你怎么看。他们提出给我下次疗程五折优惠，但我不仅不是本地人，而且他们是否强迫我再次光顾？绝对没有！！
这并非个例，因为我同行的许多人也反映，他们曾试图联系水疗中心（因为听说泳池关闭），询问其他设施的情况以及酒店客人使用水疗中心的通常费用（例如，泳池关闭是否免除了费用），但据我所知——没有一个人收到回复！！
水疗中心环境优美吗？是的，非常优美。但他们是否关心你？没有发现任何迹象。如果你想带着放松和焕然一新的感觉离开——你可能会像我一样，感觉恰恰相反！！
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