Επισκέπτης Χρήστης
14 Μάιος 2024
I did make the staff member on reception aware when we left today that I would be sending this email as we were extremely disappointed with our experience at Stanley House this weekend. Had there been one thing that we weren’t satisfied with I probably wouldn’t have contacted you in this way. However, I feel that given the total cost of our stay and the number of issues, you need to know so that these can be resolved. We found Stanley House via the Spa Seekers website, after booking through the website the email confirmation I received stated that it was my responsibility to contact the venue with regards to timings. I sent an email on 30/04/24 stating that I was contacting Stanley House regarding timings and that we would likely arrive between 1-2 pm. I allowed a few days but I did not receive a reply to my email and therefore phoned up. I spoke to a lady in the spa reception and explained that I had emailed the info@ email address (that I had got from the footer of your own website), to be told “Well, that’s the wrong email address, I’ve never heard of that email address”, That isn’t actually of my concern, that is something which should be taken up in-house, however, she did seem to be able to read my email back to me from what she could see on her screen. Anyway, I explained what my email was regarding and was told that she would speak to the hotel team and call me back - I asked that if I didn’t answer the phone she could email me the information instead as I may be seeing to my baby. I didn’t receive a call, missed call or email following this. A few days later my husband made a phone call and was given the following details: Arrive for 13:00-14:00. Thermal at 14:00 Massage at 16:00 Dinner at 19:00 Breakfast next day Afternoon tea at 12:30 On arrival at the hotel, we went to reception hoping to check in, as I had emailed and my husband had called and confirmed that we were hoping to arrive between 1-2 pm. We were told by the receptionist “You’re early, check-in isn’t until 3 pm”, which is fine but had someone confirmed this, we probably wouldn’t have rushed to get to get there from the other side of the country. We were told that we could go and get a drink and that she would come and find us ‘if’ the room was ready early, we didn’t have high hopes for this and alas, she didn’t come to find us. We made our way to the spa just before 2 pm and were taken through to the guest lounge where we were asked to fill in forms and wait for someone to show us the facilities. As part of the booking, my husband was told that the use of the thermal spa was from 2 until 4 pm, however filling in forms, changing etc all ate into this time. We felt that maybe we should have been told to arrive 15-20 mins earlier than our booked time, plus had we had access to our hotel room, we could have changed into our swimwear and put a suitable covering over before arriving at the spa. We also obviously needed our luggage with us as it contained our swimwear, theref
Μετάφραση