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Mazza515
Disappointing stay – lovely hotel, but the service and “spa” let it down
Spa breaks Burnham Beeches Hotel的点评
点评：We recently stayed at Burnham Beeches Hotel & Spa and, unfortunately, came away feeling quite disappointed. There are some lovely aspects to the hotel, but for us the experience didn’t live up to what we expected from a hotel of this standard.
The hotel itself is beautifully decorated and has a lovely feel to it. The beds were very comfortable, and breakfast was genuinely very nice. A special mention also has to go to the gentleman on front of house, who was friendly, welcoming and extremely helpful. He was a real credit to the hotel.
Unfortunately, the same cannot be said for some of the other staff we encountered. We found some of the female front-of-house staff to be quite unfriendly and unhelpful, which really affected the overall impression of the stay. There also seemed to be a lack of bar staff during busy periods, leaving guests waiting when the bar was clearly busy.
The rooms were another disappointment. We had two rooms, and unfortunately both had the same issues. There was no fridge and no air conditioning, which is particularly difficult during warmer weather.
The housekeeping situation was particularly disappointing. Neither room had been serviced during the day and, at around 6pm, while we were getting ready to go out for dinner, housekeeping knocked on the doors to ask whether we still wanted the rooms cleaned as they hadn’t yet got around to them. By that point, we were getting ready to leave and it was no longer convenient for us to have someone come into the rooms.
We had also been provided with just one bottle/carton of water between two people, and this wasn’t replenished the following day. What was particularly frustrating was that there was clearly housekeeping available on the morning we were leaving, as both rooms were attended to then. It would have been much more useful to have had the rooms serviced at a suitable time during our actual stay.
We also paid extra to use the pool because we had booked through a third-party provider. We were told that guests booking directly with the hotel don’t pay this additional charge, despite the room rates being the same, which we felt was rather unfair. Given that we were paying extra, we expected the facilities to be of a good standard.
Unfortunately, the “spa” or “leisure centre” left a little to the imagination. The pool was very small and cold, and unfortunately it also had an unpleasant smell. One of our party tried to use the treadmill and other gym equipment, but none of it appeared to be working.
That said, the spa treatments themselves were excellent. The ladies who carried out the treatments were absolutely amazing and were probably the highlight of our stay. They were professional, friendly and made us feel genuinely relaxed.
So, there are definitely positives: beautiful décor, comfortable beds, a lovely breakfast, excellent treatments and one particularly lovely member of the front-of-house team.
However, the lack of timely housekeeping, limited room facilities, only one bottle of water between two guests, cold and small pool, non-functioning gym equipment, additional charge for the leisure facilities, inconsistent customer service and lack of staff during busy periods meant that, overall, we left feeling that the hotel didn’t quite deliver the experience we had paid for.
It has so much potential, but for us there is a noticeable gap between the beautiful appearance of the hotel and the level of service and facilities being delivered.
The hotel itself is beautifully decorated and has a lovely feel to it. The beds were very comfortable, and breakfast was genuinely very nice. A special mention also has to go to the gentleman on front of house, who was friendly, welcoming and extremely helpful. He was a real credit to the hotel.
Unfortunately, the same cannot be said for some of the other staff we encountered. We found some of the female front-of-house staff to be quite unfriendly and unhelpful, which really affected the overall impression of the stay. There also seemed to be a lack of bar staff during busy periods, leaving guests waiting when the bar was clearly busy.
The rooms were another disappointment. We had two rooms, and unfortunately both had the same issues. There was no fridge and no air conditioning, which is particularly difficult during warmer weather.
The housekeeping situation was particularly disappointing. Neither room had been serviced during the day and, at around 6pm, while we were getting ready to go out for dinner, housekeeping knocked on the doors to ask whether we still wanted the rooms cleaned as they hadn’t yet got around to them. By that point, we were getting ready to leave and it was no longer convenient for us to have someone come into the rooms.
We had also been provided with just one bottle/carton of water between two people, and this wasn’t replenished the following day. What was particularly frustrating was that there was clearly housekeeping available on the morning we were leaving, as both rooms were attended to then. It would have been much more useful to have had the rooms serviced at a suitable time during our actual stay.
We also paid extra to use the pool because we had booked through a third-party provider. We were told that guests booking directly with the hotel don’t pay this additional charge, despite the room rates being the same, which we felt was rather unfair. Given that we were paying extra, we expected the facilities to be of a good standard.
Unfortunately, the “spa” or “leisure centre” left a little to the imagination. The pool was very small and cold, and unfortunately it also had an unpleasant smell. One of our party tried to use the treadmill and other gym equipment, but none of it appeared to be working.
That said, the spa treatments themselves were excellent. The ladies who carried out the treatments were absolutely amazing and were probably the highlight of our stay. They were professional, friendly and made us feel genuinely relaxed.
So, there are definitely positives: beautiful décor, comfortable beds, a lovely breakfast, excellent treatments and one particularly lovely member of the front-of-house team.
However, the lack of timely housekeeping, limited room facilities, only one bottle of water between two guests, cold and small pool, non-functioning gym equipment, additional charge for the leisure facilities, inconsistent customer service and lack of staff during busy periods meant that, overall, we left feeling that the hotel didn’t quite deliver the experience we had paid for.
It has so much potential, but for us there is a noticeable gap between the beautiful appearance of the hotel and the level of service and facilities being delivered.
翻译：我们最近下榻了伯纳姆比奇斯酒店及水疗中心，遗憾的是，离开时我们感到相当失望。这家酒店确实有一些可圈可点的地方，但对我们而言，整体体验并未达到我们对这种档次酒店的期望。
酒店内部装饰精美，氛围宜人。床铺极其舒适，早餐也确实很美味。另外，必须特别提一下前台的那位男士，他十分友善、热情。他热情友好且极其乐于助人，真是酒店的骄傲。
遗憾的是，我们遇到的其他一些工作人员则并非如此。我们发现有几名前台女员工相当冷漠且不予协助，这严重影响了我们整个住宿体验。在高峰时段，酒吧似乎也缺乏工作人员，导致顾客在酒吧人流密集时不得不等待。
客房方面也同样令人失望。我们订了两间房。不幸的是，两间房都存在同样的问题。没有冰箱，也没有空调，在天气较热的时候这就相当难以忍受。
客房清洁服务也令人大失所望。当天白天两间房都无人打扫；到了晚上6点左右，正当我们准备出门吃晚餐时，清洁人员敲响房门，询问我们是否还需要打扫房间，因为他们还没来得及做。那时……我们当时正准备离开，此时再让别人进房间对我们来说就不方便了。
此外，两个人只分得了一瓶/一盒水，而且第二天水也没有得到补充。最让人沮丧的是，在我们离开的当天早上，显然有清洁人员来过——因为两个房间都被打扫过了。要是在我们入住期间有个合适的时间来打扫房间，那就会有用得多。
我们还因为通过第三方平台预订而额外支付了泳池使用费。我们得知，虽然房价相同，但直接向酒店预订的客人则无需支付这笔额外费用，我们觉得这相当不公平。既然我们付了额外费用，自然期望能享受到质量上乘的设施服务。
可惜的是……所谓的“水疗中心”或“休闲中心”其实有些名不副实。泳池非常小且水温冰凉，不幸的是还有难闻的气味。我们一行人中有人试图使用跑步机及其他健身器材，但似乎全都无法运转。
不过，水疗服务本身倒是相当出色。为我们提供服务的女士们简直棒极了，她们或许是我们此行最难忘的亮点。她们专业又友善，让我们真正放松了下来。
所以，当然也有优点：精美的装饰、舒适的床铺、可口的早餐、出色的护理服务，还有一位特别亲切的前台工作人员。
然而，客房清洁不及时、房间设施有限、两位客人仅能共用一瓶水、泳池又冷又小、健身器材无法使用、使用休闲设施还需额外付费、客户服务水平参差不齐，以及在高峰时段人手不足等问题，使得整体体验大打折扣。离开时，我们觉得这家酒店并没有提供我们所付费应得的体验。
它其实有很大的潜力，但对我们而言，酒店美丽的外观与其所提供的服务及设施水平之间存在着明显的差距。
酒店内部装饰精美，氛围宜人。床铺极其舒适，早餐也确实很美味。另外，必须特别提一下前台的那位男士，他十分友善、热情。他热情友好且极其乐于助人，真是酒店的骄傲。
遗憾的是，我们遇到的其他一些工作人员则并非如此。我们发现有几名前台女员工相当冷漠且不予协助，这严重影响了我们整个住宿体验。在高峰时段，酒吧似乎也缺乏工作人员，导致顾客在酒吧人流密集时不得不等待。
客房方面也同样令人失望。我们订了两间房。不幸的是，两间房都存在同样的问题。没有冰箱，也没有空调，在天气较热的时候这就相当难以忍受。
客房清洁服务也令人大失所望。当天白天两间房都无人打扫；到了晚上6点左右，正当我们准备出门吃晚餐时，清洁人员敲响房门，询问我们是否还需要打扫房间，因为他们还没来得及做。那时……我们当时正准备离开，此时再让别人进房间对我们来说就不方便了。
此外，两个人只分得了一瓶/一盒水，而且第二天水也没有得到补充。最让人沮丧的是，在我们离开的当天早上，显然有清洁人员来过——因为两个房间都被打扫过了。要是在我们入住期间有个合适的时间来打扫房间，那就会有用得多。
我们还因为通过第三方平台预订而额外支付了泳池使用费。我们得知，虽然房价相同，但直接向酒店预订的客人则无需支付这笔额外费用，我们觉得这相当不公平。既然我们付了额外费用，自然期望能享受到质量上乘的设施服务。
可惜的是……所谓的“水疗中心”或“休闲中心”其实有些名不副实。泳池非常小且水温冰凉，不幸的是还有难闻的气味。我们一行人中有人试图使用跑步机及其他健身器材，但似乎全都无法运转。
不过，水疗服务本身倒是相当出色。为我们提供服务的女士们简直棒极了，她们或许是我们此行最难忘的亮点。她们专业又友善，让我们真正放松了下来。
所以，当然也有优点：精美的装饰、舒适的床铺、可口的早餐、出色的护理服务，还有一位特别亲切的前台工作人员。
然而，客房清洁不及时、房间设施有限、两位客人仅能共用一瓶水、泳池又冷又小、健身器材无法使用、使用休闲设施还需额外付费、客户服务水平参差不齐，以及在高峰时段人手不足等问题，使得整体体验大打折扣。离开时，我们觉得这家酒店并没有提供我们所付费应得的体验。
它其实有很大的潜力，但对我们而言，酒店美丽的外观与其所提供的服务及设施水平之间存在着明显的差距。
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