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Resort4811787****
Awful staff and a strange rude manager
Bannatyne Spa Fairfield的点评
点评：I booked a spa day for a birthday on 25th July and paid for a full spa day including use of the facilities.
Before attending, I was informed that the steam room was not working, so I called the branch to ask to cancel and rearrange. I was told that the treatments could not be cancelled at short notice and was advised to still attend for the treatments and use the facilities on another day. I agreed based on that advice.
Nobody subsequently contacted me to let me know that the steam room had apparently been repaired before our arrival. Nobody mentioned it when we checked in either, and we were still under the impression that it was unavailable.
The real issue for me now is how my complaint has been handled.
Today, I spoke with Kirsty, who told me that she has no manager above her and that because my complaint had been escalated to her, it had reached the highest level it could go. I have since established that this is not the case and that there are supervisors/management above her who can review the complaint. I will now be escalating the matter to them.
I was also previously refused the Head Office email address and had to obtain it through another branch. During my conversation today, Kirsty also ended the call while I was trying to discuss the complaint.
Kirsty has said that she trusts her staff and therefore does not believe that I was told I could return another day to use the facilities. Rather than properly investigating what I was told during the original call, my account has effectively been dismissed.
I have retained my correspondence and records of the relevant conversations, so I am now taking the matter further.
It is extremely disappointing that what should have been a straightforward complaint has turned into this. Customers should be able to raise a legitimate complaint, access the appropriate escalation route and have their concerns investigated fairly.
In my experience, the way this complaint has been handled has left a lot to be desired, particularly at management level. I sincerely hope the supervisors above the branch manager take the time to properly investigate what happened and how this complaint has been dealt with.
Good luck to you Kirsty and the reception staff who kept hanging up the phone x
Before attending, I was informed that the steam room was not working, so I called the branch to ask to cancel and rearrange. I was told that the treatments could not be cancelled at short notice and was advised to still attend for the treatments and use the facilities on another day. I agreed based on that advice.
Nobody subsequently contacted me to let me know that the steam room had apparently been repaired before our arrival. Nobody mentioned it when we checked in either, and we were still under the impression that it was unavailable.
The real issue for me now is how my complaint has been handled.
Today, I spoke with Kirsty, who told me that she has no manager above her and that because my complaint had been escalated to her, it had reached the highest level it could go. I have since established that this is not the case and that there are supervisors/management above her who can review the complaint. I will now be escalating the matter to them.
I was also previously refused the Head Office email address and had to obtain it through another branch. During my conversation today, Kirsty also ended the call while I was trying to discuss the complaint.
Kirsty has said that she trusts her staff and therefore does not believe that I was told I could return another day to use the facilities. Rather than properly investigating what I was told during the original call, my account has effectively been dismissed.
I have retained my correspondence and records of the relevant conversations, so I am now taking the matter further.
It is extremely disappointing that what should have been a straightforward complaint has turned into this. Customers should be able to raise a legitimate complaint, access the appropriate escalation route and have their concerns investigated fairly.
In my experience, the way this complaint has been handled has left a lot to be desired, particularly at management level. I sincerely hope the supervisors above the branch manager take the time to properly investigate what happened and how this complaint has been dealt with.
Good luck to you Kirsty and the reception staff who kept hanging up the phone x
翻译：我为7月25日的生日预订了一整天的水疗服务，并支付了相应费用，其中包含使用各项设施的权利。
前往之前，我得知蒸汽房无法使用，于是打电话给门店要求取消预约并重新安排时间。对方告知我无法在短时间内取消预约，建议我仍按原定时间前往接受护理，之后再另行使用各项设施。基于这一建议，我同意了。后来没有人联系我，告诉我蒸汽房其实在我们抵达前就已经修好了。我们办理入住手续时也没人提及此事，我们始终以为蒸汽房无法使用。
现在真正让我困扰的是我的投诉是如何被处理的。
今天，我与Kirsty交谈，她告诉我自己没有上级主管；由于我的投诉已经上报到她那里，这意味着投诉流程已经走到了最高层级。后来我确认，事实并非如此，她之上还有主管/管理层可以审查该投诉。现在我将把此事上报给他们。
此前我还被拒绝提供总部的电子邮件地址，不得不通过其他分支机构才获得。今天交谈时，当我试图讨论该投诉事宜时，Kirsty也直接挂断了电话。柯尔斯蒂表示，她信任自己的员工，因此不认为有人告诉我可以改天再回来使用设施。然而，他们并未对我在最初通话中听到的内容进行妥善调查，我的陈述实际上被置之不理。
我保留了相关的通信记录与对话记录，因此现在我将把此事进一步追究下去。
原本应该是个简单的投诉事宜，如今却演变成了这种局面，实在令人极为失望。顾客应当能够提出合理的投诉，通过适当的渠道进行申诉，并且他们的顾虑能够得到公正的调查。
以我的经验来看，此次投诉的处理方式实在不尽如人意，尤其是在管理层层面。我衷心希望分行经理的上层主管能花时间仔细调查事情的经过以及该投诉是如何被处理的。祝你好运，Kirsty以及那些不断接听电话的前台工作人员 x。
前往之前，我得知蒸汽房无法使用，于是打电话给门店要求取消预约并重新安排时间。对方告知我无法在短时间内取消预约，建议我仍按原定时间前往接受护理，之后再另行使用各项设施。基于这一建议，我同意了。后来没有人联系我，告诉我蒸汽房其实在我们抵达前就已经修好了。我们办理入住手续时也没人提及此事，我们始终以为蒸汽房无法使用。
现在真正让我困扰的是我的投诉是如何被处理的。
今天，我与Kirsty交谈，她告诉我自己没有上级主管；由于我的投诉已经上报到她那里，这意味着投诉流程已经走到了最高层级。后来我确认，事实并非如此，她之上还有主管/管理层可以审查该投诉。现在我将把此事上报给他们。
此前我还被拒绝提供总部的电子邮件地址，不得不通过其他分支机构才获得。今天交谈时，当我试图讨论该投诉事宜时，Kirsty也直接挂断了电话。柯尔斯蒂表示，她信任自己的员工，因此不认为有人告诉我可以改天再回来使用设施。然而，他们并未对我在最初通话中听到的内容进行妥善调查，我的陈述实际上被置之不理。
我保留了相关的通信记录与对话记录，因此现在我将把此事进一步追究下去。
原本应该是个简单的投诉事宜，如今却演变成了这种局面，实在令人极为失望。顾客应当能够提出合理的投诉，通过适当的渠道进行申诉，并且他们的顾虑能够得到公正的调查。
以我的经验来看，此次投诉的处理方式实在不尽如人意，尤其是在管理层层面。我衷心希望分行经理的上层主管能花时间仔细调查事情的经过以及该投诉是如何被处理的。祝你好运，Kirsty以及那些不断接听电话的前台工作人员 x。
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