Spa needs TLC and Spa staff need improvement
01/10/2017 Noyemrsc, Peterborough, United Kingdom
I booked a Sunday special for my mums 60th. The accommodation was fine and the restaurant staff were good in the main. We had an issue with our evening meal starter but the main courses were very ni... more
I booked a Sunday special for my mums 60th. The accommodation was fine and the restaurant staff were good in the main. We had an issue with our evening meal starter but the main courses were very nice.
Lunch wasn’t great, and was very expensive, staff had little or no knowledge of the menu and there seemed to be 3 trainees working with no support.
We were told to go through to an outside table and our coffees would be bought to us - 15 mins later a waitress came to apologise for the delay and explained it was because other customers had arrived at the bar?! Hmm so because we weren’t visible we were left until last?!
The treatments themselves were very nice but the experience in the spa was extremely poor, the receptionist was rude and said as little as possible to us. We sat in the restaurant area of the spa and ordered a cup of tea - it was brought to us in polystyrene cups?! Not the best way to enjoy a cup of tea.
I wouldn’t book the spa again. less
Lauren S, Guest Relations Manager at Quy Mill Hotel & Spa, Cambridge, BW Premier Collection, responded to this review
Thank you for reviewing the hotel for your recent stay. We often experience busy periods during peak times, and it is regrettable that you felt we could not commit our full attention to you during your visit. This is not our usual standard of service, so I do apologise. I have raised this with the relevant Head of department, and have been assured that staffing levels will be as they should be going forwards.
I also have passed on your comments to Imagine, the company that seperately manage our Spa facilities, and your comments will be actioned.
Thank you once again for taking the time to review our property, and we hope to one day welcome you back in order to give you the service that we pride ourselves on.