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Atrocious Experience: Spa at Lourensford (Wellness in the Winelands)
Lourensford Wine Estate的点评
点评：We had an absolutely horrific encounter at the spa in Lourensford this past weekend. My sisters had a planned, booked and paid for massages and treatments at the spa for an appointment at 9am.
Upon arrival, we met with a particularly rude and aggressive women at the front desk, Bridget, who barked at us, didn't even greet and was insistent that there was no booking made under our name. We then spent 10minutes showing her email and telephone correspondence with the owner - Mark - but she was insistent that there was no booking and they were fully booked.
She was rude, raised her voice at us throughout the conversation, and never once apologized on her own, a complete lack of manners and any customer care. Never once attempting to accommodate their 'oversight'. Rather claiming that we sent emails which bounced (even though we showed a back and forth correspondance with final confirmation from the manager and proof of payments with Mark).
As paying customers who had traveled far for what was meant to be a relaxing family day, this was most disappointing but the treatment of us by Bridget was completely unacceptable and unprofessional.
After being ushered out of the premise, with no accomdation or rescheduled appointment made, Mark then reached out to my sister who made the appointment to apologize and acknowledge that we INDEED HAD AN APPOINTMENT and tried to remedy saying that they could infact accommodate us at any time that day with added freebies (this after, Bridget was insistant that they were fully booked). Also to note there were absolutely no other customers in the spa at that time.
This all left a disgusting taste in our mouths. And we won't be back. Ever.
Upon arrival, we met with a particularly rude and aggressive women at the front desk, Bridget, who barked at us, didn't even greet and was insistent that there was no booking made under our name. We then spent 10minutes showing her email and telephone correspondence with the owner - Mark - but she was insistent that there was no booking and they were fully booked.
She was rude, raised her voice at us throughout the conversation, and never once apologized on her own, a complete lack of manners and any customer care. Never once attempting to accommodate their 'oversight'. Rather claiming that we sent emails which bounced (even though we showed a back and forth correspondance with final confirmation from the manager and proof of payments with Mark).
As paying customers who had traveled far for what was meant to be a relaxing family day, this was most disappointing but the treatment of us by Bridget was completely unacceptable and unprofessional.
After being ushered out of the premise, with no accomdation or rescheduled appointment made, Mark then reached out to my sister who made the appointment to apologize and acknowledge that we INDEED HAD AN APPOINTMENT and tried to remedy saying that they could infact accommodate us at any time that day with added freebies (this after, Bridget was insistant that they were fully booked). Also to note there were absolutely no other customers in the spa at that time.
This all left a disgusting taste in our mouths. And we won't be back. Ever.
翻译：上周末我们在劳伦斯福德的水疗中心遭遇了一场极其糟糕的经历。我的姐妹们提前预订并支付了早上9点的按摩和护理项目。
到达后，我们遇到了一位名叫布里奇特的女士，她态度极其粗鲁且咄咄逼人。她冲我们大吼大叫，连招呼都没打，还坚持说没有我们的预订记录。我们花了10分钟向她出示了与老板马克之间的邮件和电话记录，但她仍然坚持说没有我们的预订，而且水疗中心已经客满了。
在整个过程中，她态度恶劣，不断提高音量，而且从未主动道歉，完全缺乏礼貌和任何客户服务意识。她从未试图弥补他们的“疏忽”，反而声称我们发送的邮件被退回了（尽管我们出示了与经理的最终确认邮件以及与马克的付款证明）。
作为远道而来、本想享受轻松家庭日的付费顾客，我们感到非常失望。但布里奇特对待我们的方式完全不可接受，也极其不专业。
我们被赶出店外，店方既没有提供任何安排，也没有重新预约。之后，马克联系了帮我预约的姐姐，向她道歉并承认我们确实有预约，并试图弥补，说他们当天可以随时接待我们，还会赠送一些额外服务（此前布里奇特一直坚持说他们已经预约满了）。需要说明的是，当时水疗中心根本没有其他顾客。
这一切都让我们感到非常失望。我们以后绝不会再来了。
到达后，我们遇到了一位名叫布里奇特的女士，她态度极其粗鲁且咄咄逼人。她冲我们大吼大叫，连招呼都没打，还坚持说没有我们的预订记录。我们花了10分钟向她出示了与老板马克之间的邮件和电话记录，但她仍然坚持说没有我们的预订，而且水疗中心已经客满了。
在整个过程中，她态度恶劣，不断提高音量，而且从未主动道歉，完全缺乏礼貌和任何客户服务意识。她从未试图弥补他们的“疏忽”，反而声称我们发送的邮件被退回了（尽管我们出示了与经理的最终确认邮件以及与马克的付款证明）。
作为远道而来、本想享受轻松家庭日的付费顾客，我们感到非常失望。但布里奇特对待我们的方式完全不可接受，也极其不专业。
我们被赶出店外，店方既没有提供任何安排，也没有重新预约。之后，马克联系了帮我预约的姐姐，向她道歉并承认我们确实有预约，并试图弥补，说他们当天可以随时接待我们，还会赠送一些额外服务（此前布里奇特一直坚持说他们已经预约满了）。需要说明的是，当时水疗中心根本没有其他顾客。
这一切都让我们感到非常失望。我们以后绝不会再来了。
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