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Disgusting.
Hellaby Hall Hotel Spa的点评
点评：Albeit I got our booked date mixed up, but the Spa said they had rung and emailed us on the day to remind us - turns out they used wrong phone number and wrong email address - though they wont admit any responsibility. Got told by spa staff that we could reschedule with no problem, they even confirmed a date with Spabreaks - promised to send a confirmation. Then we receive email from Spabreaks saying Hellaby Hall have totally gone back on everything they previously confirmed, both to us and them, saying they have incurred the costs so there will be no reschedule and no refund. So they take £220 for nothing. Absolutely disgusting customer service. Staff who are not trained in the T&C's of the company. Managers who pass the issue from one to the other. Zero empathy for the situation that actually caused the mix up. Apparently although they are a Best Western hotel, Best Western CEO/Managers/Head Office are not interested in getting involved in any issues and simply pass this back to the hotel staff. So there is nowhere to go if the hotel Manager makes an unfair decision. Should have read the reviews before booking. Will never, ever go to this hotel again. Unfortunately cannot put Zero stars.
翻译：虽然我把预约的日期搞混了，但水疗中心称他们在当天给我们打电话并发邮件提醒过——结果证明他们用错了电话号码和电子邮箱地址——不过他们拒不承认有任何责任。水疗中心的工作人员告诉我们可以毫无问题地重新预约，他们甚至还和Spabreaks确认了新日期，并承诺会发送确认函。然而随后我们却收到了Spabreaks发来的邮件，称Hellaby Hall完全违背了之前确认的所有约定。对我们和他们都这么说，声称他们已经产生了费用，所以不会重新安排时间，也不会退款。于是他们毫无理由地收走了220英镑。这种客户服务简直恶劣至极。工作人员根本不了解公司的条款与细则，而经理们则把问题互相推诿。对于引发混乱的实际情况，他们毫无同理心可言。据说，虽然这是一家Best Western酒店……Best Western的CEO、管理人员及总部对介入任何纠纷都毫无兴趣，只会把问题转回给酒店 staff 处理。因此，一旦酒店经理做出不公正的决定，客人也无处申诉。本来应该在预订前看看评价的。我绝对不会再光顾这家酒店了。可惜无法给出零星评价。
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