We were a party of 11 who book a spa day via spa breaks back in June.
On arrival at the hotel we were invited to sit in the bar area. We were not offered drinks or given any guidance on making our way to the spa which resulted on us arriving at the spa after our booking time. This was the first of many poor examples of customer service we were to experience through the course of the day.
On arrival at the spa we were all issued with our robes and slippers, no problems there, and directed to the changing room and pool area.
After an hour or so, we decided we would order some drinks – having been up very early to travel to the spa and not previously being offered anything earlier in the morning.
We found a menu at the spa reception area and chose our drinks and light snacks – that the menu stated refreshments were served form 10am. There were no staff members to be seen, so we made our way to the main reception area (in our robes) to enquire about refreshments.
We were then told that we would not be served any refreshments due to the fact a wedding from the previous day were currently eating their breakfast! I clarified this as I found this absolutely shocking and did not believe that a hotel of such standard would claim this.. I was assured this statement was correct and that this had come from the deputy manager who was on duty that day.
I found this totally unacceptable and asked to speak to the deputy manager personally.
After approximately half an hour the deputy manager appeared (again – unacceptable as we were waiting around the reception in our robes) He explained that there was a wedding on and that the hotel was busy in dealing with those guests! I stated to him that this was totally unacceptable, as I myself am seven and a half months pregnant, and also all the other ladies had been up early to get to the spa for 9am. He stated that they would serve snacks from 11am, I explained that some ladies had spa treatments booked in at 11am, therefore this would not provide them with any refreshments until lunchtime - which we were again not happy about.
The deputy manager then agreed to serve us drinks and allowed us in to the restaurant to ‘help ourselves’ to the leftovers from the wedding party!!!!!!!
I cannot begin to tell you how humiliating this was – but having not eaten and given no other option we had no choice but to do so.
We were also asked to pre order our lunch and that a card would be needed to make a pre authorisation – we were still in our swim wear and robes at this time. This gives off the impression that the hotel has a very dim view of their customers. We were also told that we were fine to come and eat lunch in our robes.
On arriving back in the main reception / bar area lunch was served prompt and was delicious. However, we then had to go to the bar to request a desert menu as none were on the tables. Bearing in mind we were still in our robes (which we had previously clarified would be ok) only to find that there was another wedding party who had gathered in the bar. Again, we felt completely humiliated and treated like we were an inconvenience to the hotel rather that paying guests.. I dread to think what the wedding party thought of us eleven ladies in our robes with wet hair at their wedding!! I would’ve been very disgruntled had this been my own wedding.
We ordered desserts, some came and were delicious, and however the 3 ladies who had ordered scones had to wait 15 minutes before having to reminding the staff about them. Once they eventually arrived they had been served with used butter and jams!!
What should’ve been a nice relaxing lunch together had again been ruined by shockingly poor customer service and being dealt with as unwelcomed guests. We never even managed to eat desserts together as more spa treatments were booked at 1pm.
Also, we were never given our complimentary glass of sparkling wine, as per our spa package.
I would, however, like to compliment the ladies who worked in the treatment rooms in the spa. The treatments were fabulous and they were all very pleasant.
I would also like to mention the state of the pool. It actually looked green as oppose to the actual blue colour due to the tiles being discoloured that much – very un inviting and off putting. Also, I do not know what is used in the pool but several ladies had skin reactions and came out in red blotches – myself included. Luckily, no lasting damage came from this unlike our jewellery.
The five of the ladies who were wearing silver had severe discolouration to the jewellery items. Again, I myself included. This has never happened at any other spa or pool – so I do not accept that it is simply due to chlorine. Two of these pieces of jewellery were very precious and I sincerely hope the jeweller can restore the items!!
I totally accept that the hotel needs to look after the wedding guests, but this should not be at the extent of other paying guests. If the hotel cannot accommodate both, then both should simply not be booked in at the same time.
I have e mailed the hotel manager with our complaint - however they have not replied!!!!!
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- Also Known As:
- Chevin Country Park Hotel And Spa
- Chevin Country Park Hotel Otley
- Chevin Country Park Leeds
- Chevin Hotel Lodge
- Chevin Country Park Hotel & Spa Otley, Yorkshire