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Paid in advance for a lesson that wasn’t booked, wasn’t refunded
Manolo Santana Racquets Club的点评
点评：I paid in advance for two lessons through their receptionist and received confirmation that everything was booked.
When I arrived at the club, however, I was told there was no record of my lesson whatsoever. Despite this being entirely their administrative error, the manager and owner, Christian, refused to issue a refund.
To make matters worse, the only solution offered was credit toward future lessons—of little value to someone on holiday with limited free time who was due to leave Marbella shortly. Rather than taking responsibility for their mistake, they simply expected me to absorb the inconvenience and the cost.
A reputable tennis club would have apologized, refunded the lessons immediately, and, at the very least, covered the roughly $50 I spent on Uber fares travelling to and from the club because of their error. Instead, I was left out of pocket and treated as though the problem was mine.
The entire experience was remarkably unprofessional and showed a complete lack of customer service or accountability. If you’re planning to play tennis during your holiday in Marbella, I would strongly recommend looking elsewhere. Based on my experience, Manolo Santana Racquets is not a club you can rely on.
Don’t think I’ll ever get the money back…
When I arrived at the club, however, I was told there was no record of my lesson whatsoever. Despite this being entirely their administrative error, the manager and owner, Christian, refused to issue a refund.
To make matters worse, the only solution offered was credit toward future lessons—of little value to someone on holiday with limited free time who was due to leave Marbella shortly. Rather than taking responsibility for their mistake, they simply expected me to absorb the inconvenience and the cost.
A reputable tennis club would have apologized, refunded the lessons immediately, and, at the very least, covered the roughly $50 I spent on Uber fares travelling to and from the club because of their error. Instead, I was left out of pocket and treated as though the problem was mine.
The entire experience was remarkably unprofessional and showed a complete lack of customer service or accountability. If you’re planning to play tennis during your holiday in Marbella, I would strongly recommend looking elsewhere. Based on my experience, Manolo Santana Racquets is not a club you can rely on.
Don’t think I’ll ever get the money back…
翻译：我通过俱乐部的接待员预先支付了两节课的费用，并收到了确认信息，表明课程已成功预订。
然而，当我到达俱乐部后，却被告知根本没有关于我预约课程的记录。尽管这完全是他们管理上的失误，但经理兼老板克里斯蒂安却拒绝给我退款。
更糟糕的是，他们提供的唯一解决办法就是将费用抵扣为今后上课的费用——但对于一个假期时间有限、很快就要离开马贝拉的游客来说，这一措施几乎毫无用处。他们非但没有为自己的失误承担责任，反而指望我来承担由此带来的不便与损失。
一家信誉良好的网球俱乐部理应道歉、立即退还费用，至少也应该承担因他们的失误而让我为往返俱乐部支付的约50美元打车费。然而事实并非如此。我损失了金钱，还被当作问题的制造者来对待。
整个经历极其不专业，完全体现了缺乏客户服务与责任感。如果你打算在马贝拉的假期中打网球，我强烈建议你另选其他地方。以我的经历来看，Manolo Santana Racquets绝不是一个值得信赖的俱乐部。
我觉得自己永远都拿不回那笔钱了……
然而，当我到达俱乐部后，却被告知根本没有关于我预约课程的记录。尽管这完全是他们管理上的失误，但经理兼老板克里斯蒂安却拒绝给我退款。
更糟糕的是，他们提供的唯一解决办法就是将费用抵扣为今后上课的费用——但对于一个假期时间有限、很快就要离开马贝拉的游客来说，这一措施几乎毫无用处。他们非但没有为自己的失误承担责任，反而指望我来承担由此带来的不便与损失。
一家信誉良好的网球俱乐部理应道歉、立即退还费用，至少也应该承担因他们的失误而让我为往返俱乐部支付的约50美元打车费。然而事实并非如此。我损失了金钱，还被当作问题的制造者来对待。
整个经历极其不专业，完全体现了缺乏客户服务与责任感。如果你打算在马贝拉的假期中打网球，我强烈建议你另选其他地方。以我的经历来看，Manolo Santana Racquets绝不是一个值得信赖的俱乐部。
我觉得自己永远都拿不回那笔钱了……
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