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Jack G
Bad customer service,
The Spa at Mottram Hall的点评
点评：Booked hotel and spa plus treatments in November; (£500+) all on the website. Website was really difficult to use and not very clear; and booking took a long time.
Only received confirmation for the hotel stay at the time and so assumed we would hear back from the spa. We didn’t hear back for weeks and so I called up the spa separately and they had told me they had my booking and cancelled, and so they didn’t bother to contact me. The hold time was 45 minutes on the call and when they answered the phone service was really poor, I requested for the the massages and spa access for two; and the call service kept cutting but we eventually got there in the end (gave card details multiple times due to service).
Finally got a confirmation confirming our treatments
I have now arrived at the hotel and have been told we do not have spa access, only treatments booked; despite on the phone asking for spa access alongside the massages.
We booked the place for the sole purpose of the spa and have essentially been told we have paid £500 for just a hotel and two treatments. We have been told to keep walking to the spa to see if a spot opens up; despite them cancelling our original booking and not correctly booking our second booking (only treatments).
Although the receptionist and spa peoeple have been kind, the service across the website, lack of confirmation emails, the treatment confirmation email not mentioning spa access; booking for wrong service; it’s been very poor.
Not worth the money, very stressful, poor booking system; try other spa resorts, this one is not relaxing. Spent this whole stay so far back and forth between the spa, on hold to customer service and emailing and attempting to use their poor website to chat to a robot.
Will be requesting a refund. Only bad experience we’ve had; suggest going to Stanley House or Hale they have great customer service within the same area.
Only received confirmation for the hotel stay at the time and so assumed we would hear back from the spa. We didn’t hear back for weeks and so I called up the spa separately and they had told me they had my booking and cancelled, and so they didn’t bother to contact me. The hold time was 45 minutes on the call and when they answered the phone service was really poor, I requested for the the massages and spa access for two; and the call service kept cutting but we eventually got there in the end (gave card details multiple times due to service).
Finally got a confirmation confirming our treatments
I have now arrived at the hotel and have been told we do not have spa access, only treatments booked; despite on the phone asking for spa access alongside the massages.
We booked the place for the sole purpose of the spa and have essentially been told we have paid £500 for just a hotel and two treatments. We have been told to keep walking to the spa to see if a spot opens up; despite them cancelling our original booking and not correctly booking our second booking (only treatments).
Although the receptionist and spa peoeple have been kind, the service across the website, lack of confirmation emails, the treatment confirmation email not mentioning spa access; booking for wrong service; it’s been very poor.
Not worth the money, very stressful, poor booking system; try other spa resorts, this one is not relaxing. Spent this whole stay so far back and forth between the spa, on hold to customer service and emailing and attempting to use their poor website to chat to a robot.
Will be requesting a refund. Only bad experience we’ve had; suggest going to Stanley House or Hale they have great customer service within the same area.
翻译：11月通过网站预订了酒店、水疗中心及护理项目（总价超过500英镑）。网站使用起来非常困难，而且信息不够清晰；预订过程耗时很长。
当时只收到了酒店住宿的确认信息，所以以为水疗中心会尽快联系我。几周过去了，我们仍然没有收到回复，于是我单独打电话给水疗中心。他们告诉我他们已经收到我的预订信息，但取消了，所以没有主动联系我。电话等待时间长达45分钟，接通后服务质量非常差。我要求预订两人的按摩和水疗中心服务；通话断断续续，但最终还是接通了（由于服务问题，我多次提供了信用卡信息）。
最终收到了护理项目的确认信息。
现在我已经到达酒店，却被告知我们只能使用水疗中心，不能使用水疗中心；尽管我在电话里明明要求的是按摩和水疗中心服务。
我们预订这家酒店的唯一目的就是体验水疗，结果却被告知我们花了500英镑，只享受了酒店住宿和两项护理。他们让我们继续去水疗中心碰碰运气，看看有没有空位；尽管他们取消了我们最初的预订，而且第二次预订（也只是护理）也出了错。
虽然前台和水疗中心的工作人员态度还算友好，但整个网站的服务都很糟糕，确认邮件也很少，护理确认邮件里甚至没有提到水疗服务，而且还预订错了项目；体验非常差。
不值这个价，压力很大，预订系统也很差劲；建议去其他水疗度假村，这家一点也不放松。整个入住期间，我们都在水疗中心、客服热线、邮件和他们那糟糕的网站之间来回奔波，试图跟机器人聊天。
我们会申请退款。这是我们唯一一次糟糕的体验；建议去附近的斯坦利庄园酒店（Stanley House）或黑尔酒店（Hale），他们的客户服务非常好。
当时只收到了酒店住宿的确认信息，所以以为水疗中心会尽快联系我。几周过去了，我们仍然没有收到回复，于是我单独打电话给水疗中心。他们告诉我他们已经收到我的预订信息，但取消了，所以没有主动联系我。电话等待时间长达45分钟，接通后服务质量非常差。我要求预订两人的按摩和水疗中心服务；通话断断续续，但最终还是接通了（由于服务问题，我多次提供了信用卡信息）。
最终收到了护理项目的确认信息。
现在我已经到达酒店，却被告知我们只能使用水疗中心，不能使用水疗中心；尽管我在电话里明明要求的是按摩和水疗中心服务。
我们预订这家酒店的唯一目的就是体验水疗，结果却被告知我们花了500英镑，只享受了酒店住宿和两项护理。他们让我们继续去水疗中心碰碰运气，看看有没有空位；尽管他们取消了我们最初的预订，而且第二次预订（也只是护理）也出了错。
虽然前台和水疗中心的工作人员态度还算友好，但整个网站的服务都很糟糕，确认邮件也很少，护理确认邮件里甚至没有提到水疗服务，而且还预订错了项目；体验非常差。
不值这个价，压力很大，预订系统也很差劲；建议去其他水疗度假村，这家一点也不放松。整个入住期间，我们都在水疗中心、客服热线、邮件和他们那糟糕的网站之间来回奔波，试图跟机器人聊天。
我们会申请退款。这是我们唯一一次糟糕的体验；建议去附近的斯坦利庄园酒店（Stanley House）或黑尔酒店（Hale），他们的客户服务非常好。
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