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Tried and failed to go, BPW lost a customer due to terrible customer service and bad T&Cs
Bike Park Wales的点评
点评：I've been a committed and loyal Bike Park Wales customer for several years and have spent a significant amount of time and money at the park. Unfortunately, my most recent experience has left such a bad impression that I won't be returning.
My latest visit was prevented by an unexpected car breakdown. As soon as it became clear I wasn't going to make it, I contacted BPW to see if my booking could be moved. The reception staff member I spoke to was incredibly rude and blunt, immediately telling me that bookings are never moved under any circumstances.
To make matters worse, you can't even contact reception by phone until well after the park has opened, which makes dealing with urgent issues unnecessarily difficult.
I then emailed the company explaining the situation. I was told that moving the booking was actually possible, provided I paid an administration fee of almost £12. Given that a trip to BPW isn't cheap and I'd already lost out through no fault of my own, I paid the fee. After taking my money, I was then informed that the date I wanted was fully booked and therefore unavailable.
At that point, I requested that the administration fee be refunded, as the booking change couldn't be completed. I was told this would happen. However, instead of a refund, I received an email claiming that I had in fact been moved onto the requested date and that I should have checked my online account, despite previously being told that no spaces were available on that date.
The whole situation has been confusing, contradictory, and incredibly frustrating. I've paid £72 for a booking I couldn't use due to unforeseen circumstances, then paid an additional fee for a change that I was initially told couldn't happen, only to receive conflicting information at every stage.
Mistakes happen, but what really disappointed me was the poor communication and the attitude of the customer service staff. As a long-standing customer, I expected far better treatment. Instead, I feel like I've been pushed aside and hidden behind terms and conditions rather than treated fairly and reasonably.
Bike Park Wales has lost a loyal customer, not because of a car breakdown, but because of the way this situation was handled.
Customer service matters, and sadly this experience fell far below what I'd expect from a business that relies on repeat visitors.
Be better, Bike Park Wales.
My latest visit was prevented by an unexpected car breakdown. As soon as it became clear I wasn't going to make it, I contacted BPW to see if my booking could be moved. The reception staff member I spoke to was incredibly rude and blunt, immediately telling me that bookings are never moved under any circumstances.
To make matters worse, you can't even contact reception by phone until well after the park has opened, which makes dealing with urgent issues unnecessarily difficult.
I then emailed the company explaining the situation. I was told that moving the booking was actually possible, provided I paid an administration fee of almost £12. Given that a trip to BPW isn't cheap and I'd already lost out through no fault of my own, I paid the fee. After taking my money, I was then informed that the date I wanted was fully booked and therefore unavailable.
At that point, I requested that the administration fee be refunded, as the booking change couldn't be completed. I was told this would happen. However, instead of a refund, I received an email claiming that I had in fact been moved onto the requested date and that I should have checked my online account, despite previously being told that no spaces were available on that date.
The whole situation has been confusing, contradictory, and incredibly frustrating. I've paid £72 for a booking I couldn't use due to unforeseen circumstances, then paid an additional fee for a change that I was initially told couldn't happen, only to receive conflicting information at every stage.
Mistakes happen, but what really disappointed me was the poor communication and the attitude of the customer service staff. As a long-standing customer, I expected far better treatment. Instead, I feel like I've been pushed aside and hidden behind terms and conditions rather than treated fairly and reasonably.
Bike Park Wales has lost a loyal customer, not because of a car breakdown, but because of the way this situation was handled.
Customer service matters, and sadly this experience fell far below what I'd expect from a business that relies on repeat visitors.
Be better, Bike Park Wales.
翻译：多年来，我一直是威尔士自行车公园的忠实顾客，也在那里投入了大量时间和金钱。可惜的是，最近的一次体验给我留下了极其糟糕的印象，以至于我再也不会光顾了。
最近一次去公园的计划因为汽车意外故障而泡汤。当我意识到自己无法按时抵达时，立刻联系了威尔士自行车公园，询问能否更改预订日期。与我通话的接待人员态度极其粗鲁且无礼。他们立刻告诉我，无论在什么情况下都绝不会更改预订。
更糟糕的是，直到公园开放很久之后才能通过电话联系到前台，这就使得处理紧急问题变得异常困难。
随后我给该公司发邮件说明了情况。对方回复称，只要我支付将近12英镑的手续费，其实是可以更改预订的。鉴于前往BPW的行程费用不菲，而我也因非自身原因导致了损失，我还是支付了费用。在我付款之后，却被告知我想要的日期已经全部订满，无法预订了。
于是我请求退还管理费，因为预订无法完成。对方也承诺会退款。然而，最终并没有收到退款。我收到一封邮件，称实际上我已成功安排在所要求的日期入住，还说我理应查看一下我的在线账户——尽管此前他们明明告诉我那个日期已经没有空房了。
整个情况令人困惑至极，前后矛盾，也极其令人沮丧。由于突发状况，我付了72英镑预订的房间我根本无法使用；随后又因为原本被告知不可能实现的日期更改而不得不支付额外费用。结果就是在每个环节我都得到了相互矛盾的信息。
虽然出错在所难免，但真正让我失望的是糟糕的沟通方式以及客服人员的态度。作为长期客户，我本期望得到更好的待遇。然而事实恰恰相反——我感觉自己被置之不理，还被各种条款和条件所束缚，根本没有得到公平合理的对待。
Bike Park Wales失去了一位忠实客户，原因并非汽车故障，而是这次事件的处理方式实在糟糕。客户服务至关重要，遗憾的是，这次体验远远达不到我对一家依赖回头客的商家应有的期望。
请改进吧，威尔士自行车公园。
最近一次去公园的计划因为汽车意外故障而泡汤。当我意识到自己无法按时抵达时，立刻联系了威尔士自行车公园，询问能否更改预订日期。与我通话的接待人员态度极其粗鲁且无礼。他们立刻告诉我，无论在什么情况下都绝不会更改预订。
更糟糕的是，直到公园开放很久之后才能通过电话联系到前台，这就使得处理紧急问题变得异常困难。
随后我给该公司发邮件说明了情况。对方回复称，只要我支付将近12英镑的手续费，其实是可以更改预订的。鉴于前往BPW的行程费用不菲，而我也因非自身原因导致了损失，我还是支付了费用。在我付款之后，却被告知我想要的日期已经全部订满，无法预订了。
于是我请求退还管理费，因为预订无法完成。对方也承诺会退款。然而，最终并没有收到退款。我收到一封邮件，称实际上我已成功安排在所要求的日期入住，还说我理应查看一下我的在线账户——尽管此前他们明明告诉我那个日期已经没有空房了。
整个情况令人困惑至极，前后矛盾，也极其令人沮丧。由于突发状况，我付了72英镑预订的房间我根本无法使用；随后又因为原本被告知不可能实现的日期更改而不得不支付额外费用。结果就是在每个环节我都得到了相互矛盾的信息。
虽然出错在所难免，但真正让我失望的是糟糕的沟通方式以及客服人员的态度。作为长期客户，我本期望得到更好的待遇。然而事实恰恰相反——我感觉自己被置之不理，还被各种条款和条件所束缚，根本没有得到公平合理的对待。
Bike Park Wales失去了一位忠实客户，原因并非汽车故障，而是这次事件的处理方式实在糟糕。客户服务至关重要，遗憾的是，这次体验远远达不到我对一家依赖回头客的商家应有的期望。
请改进吧，威尔士自行车公园。
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