Not good enough to be listed for 'Spa Breaks' and poor customer service from Senior Management
Booked this hotel for a short spa break for special birthday for my partner. We weren't informed the boiler had broken at the Spa, either prior to our arrival or when we got there. The pool was freezing cold, the jacuzzi over crowded as a result so we couldn't use it and no hot water in the showers. We had to walk back in the cold in our towels across the courtyard to our room to have a hot shower. There was a sign apparently at the entrance to the spa, but people were standing there so we didn't see it. Reception didn't check we knew and just handed us towels. The Spa is dated and basic. The room was fine, the breakfast and service good. The boiler had broken on the Saturday and we arrived on the Monday to find it wasn't being fixed till the Wednesday. A local couple using the Spa said they would have to start looking at using another health club as it was always breaking down. It would have been nice of the hotel to have emailed us to let us know the Spa situation so that we could have cancelled and re-booked. When I emailed the Deputy Manager, the response was uncaring and rushed and they basically said 'sorry you felt like that'! For me that wasn't good enough, we did not get what we booked and paid for and the management didn't care less. I then emailed the Director, via the General Manager - no response at all. We may be one customer in hundreds, but every customer should count. It's a shame as we have used the group's other premises at Old Hunstanton for many years, but feel quite differently now after the poor senior management customer service. The location is not as good as other places, so I would not recommend it for a Spa Break and if something goes wrong don't expect a good response. less