Member since 2022
Disappointing customer service
stayed: October 2023
We arrived on Saturday 28th October - room was ready & clean upon arrival. When we used the shower in room Premier room 396 there was little to no water pressure & water just kept stopping so much fiddling with shower head & hand held attachment managed to rinse shampoo out eventually.
Sunday we spent the day using the spa & showered after our treatments so no need to use room shower that evening. Monday we required a shower & hair wash to find no water coming out of shower - went to reception which was unmanned but sign requesting you ring hotel & go to ext 500 only to be told by Finn that if our shower isn t working then go use spa shower - not what I d paid for - eventually one & half hours later reception gave us a room key to use shower in another room after they had inspected our shower & found it not continuously running.. I was told I would receive monies off accommodation to compensate this however all they did was remove the 12 bar bill & I was told to speak to offpeakluxury direct - as that s whom I had booked hotel with - 2 phone calls later & I have still not had an email nor a call back - therefore I rate the whole experience as disappointing. The hotel was clearly short staffed with long waits at buffet breakfast to use the single self serve coffee machine also with breakfast items running out & long waits for refills - food quality was overall good. The spa staff were extremely pleasant but under pressure & definitely under staffed some older areas in need of some minor maintenance - tiles fell off in the steam room when you sat down!
offpeakluxury says:
Thank you for your review.
We are sorry to hear that your stay did not meet your expectations, as you know we referred this to the hotel and they have offered you a complimentary night stay, which you have accepted.
We contacted the hotel immediately after you contacted us, unfortunately it does take time for the hotel to investigate the matter and come back to us.
We are pleased that you are satisfied with the resolution and wish you a lovely stay next time.
Kind regards,
Off Peak Luxury
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