下载App
资质规则
旅行
账户
Tarnia G
Terrible customer service
Reynolds Retreat的点评
点评：I chose Reynolds Spa for a milestone birthday treat because I had such a lovely experience here last year. Unfortunately, this visit couldn’t have been more different.
Before I even arrived, I hadn’t received a confirmation email and my booking was recorded under the wrong name. I had to provide proof of payment before they would confirm my booking, and the incorrect name has remained an issue.
On the day itself, I found the staff unwelcoming and largely felt ignored. I mentioned several times that it was my birthday, but this was never acknowledged. I wasn’t expecting a huge fuss, but when you have specifically booked a spa day to celebrate a milestone birthday, a little warmth and basic attentiveness would have made a huge difference.
The service was equally disappointing. I waited around 30 minutes for two scones, which then arrived without the tea I had requested. When the tea eventually arrived, there was no sugar. I even had to ask for water. Rather than spending the first part of my spa day relaxing and feeling looked after, I spent it frustrated and repeatedly having to ask for basic things.
I also felt there was a greater emphasis on promoting gym memberships and using areas as working spaces than on creating the relaxing, attentive spa environment I remembered from my previous visit.
I didn’t immediately turn to a public review. I contacted Reynolds directly afterwards and explained my experience in detail, giving them the opportunity to address it privately.
Their response acknowledged the booking problems, the poor service, the fact that my birthday hadn’t been acknowledged and how let down I had felt. I was told my feedback would be raised with the Senior Duty Manager who had been on shift. However, I received no actual resolution, no attempt to put things right and no meaningful follow up.
That’s probably the most disappointing part. I made the effort to provide constructive feedback directly and give Reynolds an opportunity to resolve things, but ultimately felt that my complaint had simply been acknowledged and passed on.
A real shame after such a positive experience last year. What should have been a special and relaxing milestone birthday treat left me feeling overlooked, and the way my feedback was subsequently handled hasn’t restored my confidence.
Before I even arrived, I hadn’t received a confirmation email and my booking was recorded under the wrong name. I had to provide proof of payment before they would confirm my booking, and the incorrect name has remained an issue.
On the day itself, I found the staff unwelcoming and largely felt ignored. I mentioned several times that it was my birthday, but this was never acknowledged. I wasn’t expecting a huge fuss, but when you have specifically booked a spa day to celebrate a milestone birthday, a little warmth and basic attentiveness would have made a huge difference.
The service was equally disappointing. I waited around 30 minutes for two scones, which then arrived without the tea I had requested. When the tea eventually arrived, there was no sugar. I even had to ask for water. Rather than spending the first part of my spa day relaxing and feeling looked after, I spent it frustrated and repeatedly having to ask for basic things.
I also felt there was a greater emphasis on promoting gym memberships and using areas as working spaces than on creating the relaxing, attentive spa environment I remembered from my previous visit.
I didn’t immediately turn to a public review. I contacted Reynolds directly afterwards and explained my experience in detail, giving them the opportunity to address it privately.
Their response acknowledged the booking problems, the poor service, the fact that my birthday hadn’t been acknowledged and how let down I had felt. I was told my feedback would be raised with the Senior Duty Manager who had been on shift. However, I received no actual resolution, no attempt to put things right and no meaningful follow up.
That’s probably the most disappointing part. I made the effort to provide constructive feedback directly and give Reynolds an opportunity to resolve things, but ultimately felt that my complaint had simply been acknowledged and passed on.
A real shame after such a positive experience last year. What should have been a special and relaxing milestone birthday treat left me feeling overlooked, and the way my feedback was subsequently handled hasn’t restored my confidence.
翻译：我选择Reynolds SPA来庆祝人生的一个重要生日，因为去年我在那里有着非常愉快的体验。可惜，这次的体验却截然不同。
在我到达之前，既没有收到确认邮件，我的预订信息也被登记成了错误的名字。我不得不提供付款证明，他们才确认了我的预订，而那个错误的名字问题至今仍未解决。
当天，我觉得工作人员态度冷淡，几乎把我当透明人。我多次提到当天是我的生日，但始终无人理会。我并不指望有什么盛大的庆祝仪式，不过既然特意预订了水疗服务来庆祝这个具有纪念意义的生日，哪怕只是一点温暖的关怀与基本的体贴，也足以让我感到开心。
服务方面同样令人失望。我等了大约30分钟才拿到两块司康饼，可送来的时候却没有我点的茶。等茶终于送来时，又没有糖。我甚至还得主动去要水。本以为在水疗中心的第一段时间里我能放松身心、享受悉心照料，结果却满怀挫败感，还不得不反复要求获得一些最基本的服务。
我还感觉到，如今这里似乎更侧重于推销健身房会员资格以及将各种区域用作办公空间，而却忽略了营造出我上次光临时所体验到的那种放松且体贴入微的水疗氛围。
我并未立刻发表公开评价。事后我直接联系了Reynolds，详细讲述了自己的经历。这给了他们一个私下解决问题的机会。
他们的回复承认了预订方面的问题、服务质量的糟糕，也承认我的生日并未得到庆祝，以及我有多么失望。他们告知我会把我的反馈转达给当时值班的高级值班经理。然而，我并没有得到任何实质性的解决方案，也没有任何补救措施或有意义的后续跟进。
这或许是最令人失望的地方。我尽力直接给出建设性的反馈意见，也想给Reynolds一个解决问题的机会，但最终感觉我的投诉只是被受理后便被搁置不管了。
去年的经历原本那么愉快，如今却令人遗憾。原本应该是一次特别又放松的生日庆祝，结果却让我感到被忽视；而我的反馈事后得到的处理方式也未能让我重拾信心。
在我到达之前，既没有收到确认邮件，我的预订信息也被登记成了错误的名字。我不得不提供付款证明，他们才确认了我的预订，而那个错误的名字问题至今仍未解决。
当天，我觉得工作人员态度冷淡，几乎把我当透明人。我多次提到当天是我的生日，但始终无人理会。我并不指望有什么盛大的庆祝仪式，不过既然特意预订了水疗服务来庆祝这个具有纪念意义的生日，哪怕只是一点温暖的关怀与基本的体贴，也足以让我感到开心。
服务方面同样令人失望。我等了大约30分钟才拿到两块司康饼，可送来的时候却没有我点的茶。等茶终于送来时，又没有糖。我甚至还得主动去要水。本以为在水疗中心的第一段时间里我能放松身心、享受悉心照料，结果却满怀挫败感，还不得不反复要求获得一些最基本的服务。
我还感觉到，如今这里似乎更侧重于推销健身房会员资格以及将各种区域用作办公空间，而却忽略了营造出我上次光临时所体验到的那种放松且体贴入微的水疗氛围。
我并未立刻发表公开评价。事后我直接联系了Reynolds，详细讲述了自己的经历。这给了他们一个私下解决问题的机会。
他们的回复承认了预订方面的问题、服务质量的糟糕，也承认我的生日并未得到庆祝，以及我有多么失望。他们告知我会把我的反馈转达给当时值班的高级值班经理。然而，我并没有得到任何实质性的解决方案，也没有任何补救措施或有意义的后续跟进。
这或许是最令人失望的地方。我尽力直接给出建设性的反馈意见，也想给Reynolds一个解决问题的机会，但最终感觉我的投诉只是被受理后便被搁置不管了。
去年的经历原本那么愉快，如今却令人遗憾。原本应该是一次特别又放松的生日庆祝，结果却让我感到被忽视；而我的反馈事后得到的处理方式也未能让我重拾信心。
© 2026 Tripadvisor 版权所有。
部分照片由 VFM Leonardo 提供。
TripAdvisor公司对外部网站的内容一概不负责。优惠价格中不含税和其他费用。
ICP证：沪B2-20200433
沪ICP备20013175号
沪公网安备31010502005427号鹰程信息技术（上海）有限公司
