Well, where to start with my disappointments with this hotel?!
In one word (well, several!) just DO NOT book any day spa packages. What a con and rip off!
I came as part of a hen do and I just have to leave this review so that hopefully no other parties make the same mistake.
So my experience...
I called twice in the week before to check it would be OK for me to arrive in the morning to decorate the table for afternoon tea as I was told it would be reserved for us. I also had cupcakes to come out as a surprise. Both times I was told we would be eating in the bar area and it would be fine to arrive early to do this yet when I arrived at around 11.15, I am told by the reception that I am unable to do this, and it is only due to my perseverance and refusal to leave that I manage to get into the restaurant (not the bar) to decorate the table. This took some time and resulted in me being late picking up the bride to be.
When I returned with the bride to be and entered the Spa area I have never felt so surprised, disappointed and conned. Even though a fellow bridesmaid who had booked the day had rung many many times in the weeks before to confirm the numbers had increased from 9 to 10, there was no record of this. And therefor not enough robes , AND NO SLIPPERS! When you have to walk up barefoot out of the spa, along a carpeted hotel corridor to your treatment room this is really unacceptable. I believe another robe was eventually found, after our asking may I say, but the slippers were unavailable entirely.
There really isn't an actual spa either! Just two treatment rooms and a waiting room outside, which is out of the leisure centre and up some stairs and a corridor. Definately not a typical spa day experience.
On realising that the communication of numbers had just not happened, we triple checked all afternoon that upstairs for afternoon tea knew we had 10 people not 9. We were told over and over it was fine. Actually when we got there we were only served 9 portions and had to continuously ask for the 10th portion of each item. This is after the hotel happily taking 10 peoples money for the experience!
The changing room facilities are small and dirty. The showers and toilets in particular.
I must say the girls working in the Spa and doing the treatments seemed to be trying to their best under hard circumstances. How a hotel claiming to be a spa hotel, a hotel that happily takes peoples hard earned money for a so called spa package then can't find enough robes, towels (I was never given a towel either) or slippers is beyond me and downright disgusting.
I later remembered that the bridesmaid who booked it was told we would get complimentary champagne. Needless to say this didn't happen either.
So if you're looking for a spa day package for an event or party steer clear is my advice!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I am really disappointed to hear of your experience with us and I would like to thank you for your separate letter that you wrote to us directly.
This is certainly not our normal standard of service that we deliver and I can assure you that we have amended our process to ensure we meet all of our guest’s expectations.
Currently we have not received a response from you since the letter has been sent, as the letter has mentioned I do hope you will us an opportunity to restore your faith in us in the very near future and please feel free to contact myself directly on 0208 29810000.
Director Of Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.