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Underwhelming
The Spa at Pennyhill Park的点评
点评：I visited Pennyhillpark Spa 10 years ago with my friend and that experience was incredible. We had very excited to return 10 years later for a full spa day, but unfortunately we went away really not having had a great time.
I must start by saying the pools, hot tubs and facilities are great and the setting itself is beautiful.
However, the service and staff do not match up.
- I ordered 2 coffee’s at their main restaurant to bring downstairs to the seating by the indoor pool - the staff expected me to carry this myself and take it down a flight of steps. Not what you would expect from a 5* experience and why charge me a service charge for this the?
- I had to ask my therapist 3 times to make the massage firmer. After the third time I gave up. They also used a Eucalyptus oil which once applied, leaves you cold and shivery for the whole duration
- The lunch portions are too small. We ordered 3 mains between us 2 small girls as there wasn’t enough food. Which is not acceptable when you’re paying £25 for a burger and chips.
- by 4pm we wanted another hot drink and cake but their restaurant’s oven is shut by then. Surely you should keep slices of cake. The only offering was the left over pastries from breakfast.
Given it wasn’t the great experience which you have paid £££ expecting, I even fed my concerns as I was leaving and was told a manager would contact me. No one did. After chasing them up myself, I relayed my concerns to their manager Sara. At this point, usually a 5* venue should really try to change your experience around. But she apologised and asked me to spend £££ again on another spa day to give them to opportunity to improve it. No thank you! Poor customer service at this venue all round.
I must start by saying the pools, hot tubs and facilities are great and the setting itself is beautiful.
However, the service and staff do not match up.
- I ordered 2 coffee’s at their main restaurant to bring downstairs to the seating by the indoor pool - the staff expected me to carry this myself and take it down a flight of steps. Not what you would expect from a 5* experience and why charge me a service charge for this the?
- I had to ask my therapist 3 times to make the massage firmer. After the third time I gave up. They also used a Eucalyptus oil which once applied, leaves you cold and shivery for the whole duration
- The lunch portions are too small. We ordered 3 mains between us 2 small girls as there wasn’t enough food. Which is not acceptable when you’re paying £25 for a burger and chips.
- by 4pm we wanted another hot drink and cake but their restaurant’s oven is shut by then. Surely you should keep slices of cake. The only offering was the left over pastries from breakfast.
Given it wasn’t the great experience which you have paid £££ expecting, I even fed my concerns as I was leaving and was told a manager would contact me. No one did. After chasing them up myself, I relayed my concerns to their manager Sara. At this point, usually a 5* venue should really try to change your experience around. But she apologised and asked me to spend £££ again on another spa day to give them to opportunity to improve it. No thank you! Poor customer service at this venue all round.
翻译：10 年前，我和朋友一起去过 Pennyhillpark Spa，那次体验真是太棒了。我们非常兴奋，10 年后又回来享受一整天的水疗，但不幸的是，我们离开时真的没有玩得开心。
首先我必须说，游泳池、热水浴缸和设施都很棒，环境本身也很漂亮。
然而，服务和员工不匹配。
- 我在他们的主餐厅点了 2 杯咖啡，带到楼下室内游泳池旁的座位上 - 工作人员希望我自己拿着咖啡，然后把它拿下一段楼梯。这不是你对 5* 体验的期望，为什么要向我收取服务费？
- 我不得不三次要求我的治疗师加大按摩力度。第三次之后，我放弃了。他们还使用了一种桉树油，一旦涂抹，就会让你在整个过程中感到寒冷和颤抖
- 午餐份量太小。我们两个小女孩点了 3 份主菜，因为没有足够的食物。当你为一个汉堡和薯条支付 25 英镑时，这是不可接受的。
- 下午 4 点，我们想再喝一杯热饮，吃一块蛋糕，但他们餐厅的烤箱已经关闭了。你当然应该留下几块蛋糕。唯一提供的是早餐剩下的糕点。
鉴于这不是你支付了 £££ 所期望的美好体验，我甚至在离开时表达了我的担忧，并被告知经理会联系我。没有人联系我。在我自己催促他们之后，我向他们的经理 Sara 转达了我的担忧。在这一点上，通常一个 5 星级酒店应该真正尝试改变你的体验。但她道了歉，并要求我再花 £££ 在另一个水疗日，让他们有机会改进。不，谢谢！这家酒店的客户服务总体上很差。
首先我必须说，游泳池、热水浴缸和设施都很棒，环境本身也很漂亮。
然而，服务和员工不匹配。
- 我在他们的主餐厅点了 2 杯咖啡，带到楼下室内游泳池旁的座位上 - 工作人员希望我自己拿着咖啡，然后把它拿下一段楼梯。这不是你对 5* 体验的期望，为什么要向我收取服务费？
- 我不得不三次要求我的治疗师加大按摩力度。第三次之后，我放弃了。他们还使用了一种桉树油，一旦涂抹，就会让你在整个过程中感到寒冷和颤抖
- 午餐份量太小。我们两个小女孩点了 3 份主菜，因为没有足够的食物。当你为一个汉堡和薯条支付 25 英镑时，这是不可接受的。
- 下午 4 点，我们想再喝一杯热饮，吃一块蛋糕，但他们餐厅的烤箱已经关闭了。你当然应该留下几块蛋糕。唯一提供的是早餐剩下的糕点。
鉴于这不是你支付了 £££ 所期望的美好体验，我甚至在离开时表达了我的担忧，并被告知经理会联系我。没有人联系我。在我自己催促他们之后，我向他们的经理 Sara 转达了我的担忧。在这一点上，通常一个 5 星级酒店应该真正尝试改变你的体验。但她道了歉，并要求我再花 £££ 在另一个水疗日，让他们有机会改进。不，谢谢！这家酒店的客户服务总体上很差。
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