I haven't ever felt it necessary to leave a bad review like this before but I feel so let down by The Grange Hotel's customer service that I am compelled to.
I had booked and paid for a spa visit for myself and my sister to celebrate her 18th birthday. We booked the visit around a month in advance and had call backs to confirm the arrangement around this time too. At this point the dealings I had on the phone were very positive. However, when we turned up at the arranged time we were told the lady who was to be carrying out our treatments was off sick and she was the only one employed for the spa treatments.
Understandably I wasn't happy and initially there was barely an apology despite the fact I'd made an hour journey to the venue. They said the reason they hadn't called was because they did not have my number - this was despite the fact I had had calls from them a month prior and you would think they would keep a record if they only have one member of staff able to carry out treatments, as of course I understand illness occurs.
After I expressed my dissatisfaction at this we were offered lunch and the option to reschedule. We accepted this, though of course for about a month we had been looking forward to the treatments so it was a poor substitute.
We did reschedule and the next time they could fit us in was around a month later. Unfortunately the morning we were due to attend my sister was violently sick and therefore unable to attend. I called straightaway with my apologies in not being able to attend and the man on the phone advised that generally they apply a 24 hours cancellation policy but as I explained the only reason we had rescheduled was due to the error on their part he said it would be fine and that he'd ask someone to call back to reschedule.
About an hour or so later I was called by the same man who said that they couldn't honour it as basically policy is policy. I expressed my upset explaining once again I had felt extremely let down that we had had to reschedule and if we had not had to this issue would never have presented itself.
The man once again went away and came back with the answer no, come today or my paid treatments are lost. I politely asked to speak to management, the director came on the phone and I felt he was deeply patronising as he felt the need to keep quoting the policy at me which I understood but felt that we should be offered discretion given the error they had made previously.
We were unable to move forward from him quoting the policy at me so I ended the conversation very upset and disappointed and ultimately having been told the money I had spent on treatments would no longer be honoured leaving my sister without an already delayed 18th birthday present.
Very disappointed and wouldn't book again
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- Also Known As:
- Grange Hotel Bury St Edmunds