下载App
资质规则
旅行
账户
Curiosity5293687****
Extremely disappointing experience trying to redeem existing spa vouchers
The Regent Health Club & Spa的点评
点评：Extremely disappointing experience trying to redeem existing spa vouchers
I am extremely disappointed with my experience with The Regent Health Club & Spa, particularly as I had been a regular and very happy customer of Clifton Spa before the change of ownership.
I visited Clifton Spa many times and always had a really positive experience. I enjoyed the spa facilities, had some excellent massages and treatments, and particularly enjoyed the cream/afternoon teas. I liked it enough that I purchased further spa vouchers in October 2025, which were paid for in full.
Following the change of ownership, I specifically contacted The Regent Health Club & Spa to check whether my existing Clifton Spa vouchers would still be accepted.
On 28 April 2026, Regent confirmed to me in writing:
“They will be honoured by the new owners subject to a £4.99 charge per person.”
I relied upon that written assurance and subsequently arranged a spa visit for two people for 25 October 2026 as a birthday celebration.
I was therefore shocked to discover two separate transactions of £39.98 from The Regent Health Club against my card, totalling £79.96.
I did not authorise two payments of £39.98 or a total payment of £79.96.
When I telephoned to query this, I was told that the administration fee had changed in July 2026. My concern is that I already had a specific written assurance from Regent in April that my existing vouchers would be honoured subject to a £4.99-per-person charge.
I cannot understand why a later change to an administration fee should override the specific terms Regent had already confirmed to me in writing regarding vouchers I had purchased and paid for months earlier.
Unfortunately, the telephone call made the situation considerably worse.
I tried to explain that I had the £4.99-per-person agreement in writing and that I had not authorised £79.96 to be charged to my card. The member of staff repeatedly spoke over me and then accused me of shouting and being rude.
I completely dispute this. I was not rude or abusive and I was not shouting.
I have specifically asked management to preserve and listen to the telephone recording because I am entirely comfortable with the complete conversation being reviewed.
When I asked the member of staff for her name, she refused to give it to me and ultimately terminated the call while I was still trying to resolve the issue.
I found the whole experience extremely upsetting and disappointing.
I have now submitted a formal written complaint requesting that management review the relevant telephone recordings, explain the two £39.98 transactions, refund/reverse the £79.96 that I did not authorise, and honour my existing vouchers on the terms Regent itself confirmed to me in writing.
What makes this particularly sad is that I wanted to continue being a customer. I had enjoyed many lovely visits under Clifton Spa and was genuinely looking forward to returning for a relaxing birthday celebration.
Instead, I have spent my time trying to resolve disputed card charges and dealing with an upsetting customer-service experience.
I have retained the written correspondence, booking information and evidence of the card transactions.
I sincerely hope management puts this right. I will update this review fairly once I have received a response to my formal complaint and will happily acknowledge it if the matter is satisfactorily resolved.
I am extremely disappointed with my experience with The Regent Health Club & Spa, particularly as I had been a regular and very happy customer of Clifton Spa before the change of ownership.
I visited Clifton Spa many times and always had a really positive experience. I enjoyed the spa facilities, had some excellent massages and treatments, and particularly enjoyed the cream/afternoon teas. I liked it enough that I purchased further spa vouchers in October 2025, which were paid for in full.
Following the change of ownership, I specifically contacted The Regent Health Club & Spa to check whether my existing Clifton Spa vouchers would still be accepted.
On 28 April 2026, Regent confirmed to me in writing:
“They will be honoured by the new owners subject to a £4.99 charge per person.”
I relied upon that written assurance and subsequently arranged a spa visit for two people for 25 October 2026 as a birthday celebration.
I was therefore shocked to discover two separate transactions of £39.98 from The Regent Health Club against my card, totalling £79.96.
I did not authorise two payments of £39.98 or a total payment of £79.96.
When I telephoned to query this, I was told that the administration fee had changed in July 2026. My concern is that I already had a specific written assurance from Regent in April that my existing vouchers would be honoured subject to a £4.99-per-person charge.
I cannot understand why a later change to an administration fee should override the specific terms Regent had already confirmed to me in writing regarding vouchers I had purchased and paid for months earlier.
Unfortunately, the telephone call made the situation considerably worse.
I tried to explain that I had the £4.99-per-person agreement in writing and that I had not authorised £79.96 to be charged to my card. The member of staff repeatedly spoke over me and then accused me of shouting and being rude.
I completely dispute this. I was not rude or abusive and I was not shouting.
I have specifically asked management to preserve and listen to the telephone recording because I am entirely comfortable with the complete conversation being reviewed.
When I asked the member of staff for her name, she refused to give it to me and ultimately terminated the call while I was still trying to resolve the issue.
I found the whole experience extremely upsetting and disappointing.
I have now submitted a formal written complaint requesting that management review the relevant telephone recordings, explain the two £39.98 transactions, refund/reverse the £79.96 that I did not authorise, and honour my existing vouchers on the terms Regent itself confirmed to me in writing.
What makes this particularly sad is that I wanted to continue being a customer. I had enjoyed many lovely visits under Clifton Spa and was genuinely looking forward to returning for a relaxing birthday celebration.
Instead, I have spent my time trying to resolve disputed card charges and dealing with an upsetting customer-service experience.
I have retained the written correspondence, booking information and evidence of the card transactions.
I sincerely hope management puts this right. I will update this review fairly once I have received a response to my formal complaint and will happily acknowledge it if the matter is satisfactorily resolved.
翻译：尝试兑换现有的水疗券，结果极其令人失望
我对在Regent Health Club & Spa的体验感到非常失望，尤其因为我曾在该水疗中心易主前，作为Clifton Spa的常客并一直对其服务非常满意。
我曾多次光顾Clifton Spa，每次的体验都极佳。我很喜欢那里的设施，也享受过多次出色的按摩与护理服务，尤其钟爱那里的奶油茶/下午茶。我对那里的体验相当满意，以至于在2025年10月又购买了更多的水疗中心代金券，并且已全额付款。
在业主变更之后，我特意联系了Regent Health Club & Spa，询问我之前购买的Clifton Spa代金券是否仍然有效。
2026年4月28日，Regent以书面形式向我确认：
“新业主会接纳这些代金券，但需收取每人4.99英镑的费用。”我信赖了那份书面保证，随后便安排了两人于2026年10月25日前往水疗中心，作为生日庆祝活动。
因此，当我发现我的信用卡被The Regent Health Club分别扣款两次，每次39.98英镑，总计79.96英镑时，感到十分震惊。
我并未授权进行两次39.98英镑的付款，也未同意支付总计79.96英镑的费用。
当我打电话询问此事时，对方称管理费用自2026年7月起有所调整。我担心的是，四月份时我收到了Regent的书面保证，承诺只要支付每人4.99英镑的费用，我之前购买的优惠券就依然有效。
我不明白为什么后来更改的管理费规定，能够凌驾于Regent早已以书面形式向我确认的关于这些优惠券的使用条款之上——这些优惠券可是我几个月前就购买并付款了的。
不幸的是，那个电话让情况变得更糟了。
我试图解释说我已经准备好那4.99英镑了。我同意以每人99英镑的价格进行书面约定，而且我并未授权从我的卡上扣除79.96英镑。那名工作人员多次打断我的话，随后还指责我大喊大叫且态度无礼。
我完全不认同这种说法。我既没有无礼也没有出言不逊，更没有大喊大叫。
我特意要求管理层保存并聆听电话录音，因为我完全不介意让所有人来审视整段对话内容。
当我询问那名工作人员的名字时，她拒绝把东西给我，在我还在试图解决问题时便直接挂断了电话。
整个经历让我极为心烦和失望。
如今我已提交了一份正式的书面投诉，要求管理层审阅相关的通话记录，解释那两笔39.98英镑的交易，退还或撤销我并未授权的79.96英镑款项，并按照Regent以书面形式向我承诺的条件来兑现我现有的优惠券。最令人难过的是，我原本还想继续成为这里的顾客。我在Clifton Spa享受过多次愉快的体验，也真心期待着能再次光临，好好庆祝自己的生日。
然而现实却是，我不得不花费大量时间去处理有争议的信用卡扣款问题，还要应对令人不悦的客户服务体验。
我保留了所有的书面通信记录、预订信息以及信用卡交易的凭证。
我衷心希望管理层能纠正这一状况。在我收到关于正式投诉的回复后，我会及时更新此评价；如果问题能得到妥善解决，我也会欣然予以认可。
我对在Regent Health Club & Spa的体验感到非常失望，尤其因为我曾在该水疗中心易主前，作为Clifton Spa的常客并一直对其服务非常满意。
我曾多次光顾Clifton Spa，每次的体验都极佳。我很喜欢那里的设施，也享受过多次出色的按摩与护理服务，尤其钟爱那里的奶油茶/下午茶。我对那里的体验相当满意，以至于在2025年10月又购买了更多的水疗中心代金券，并且已全额付款。
在业主变更之后，我特意联系了Regent Health Club & Spa，询问我之前购买的Clifton Spa代金券是否仍然有效。
2026年4月28日，Regent以书面形式向我确认：
“新业主会接纳这些代金券，但需收取每人4.99英镑的费用。”我信赖了那份书面保证，随后便安排了两人于2026年10月25日前往水疗中心，作为生日庆祝活动。
因此，当我发现我的信用卡被The Regent Health Club分别扣款两次，每次39.98英镑，总计79.96英镑时，感到十分震惊。
我并未授权进行两次39.98英镑的付款，也未同意支付总计79.96英镑的费用。
当我打电话询问此事时，对方称管理费用自2026年7月起有所调整。我担心的是，四月份时我收到了Regent的书面保证，承诺只要支付每人4.99英镑的费用，我之前购买的优惠券就依然有效。
我不明白为什么后来更改的管理费规定，能够凌驾于Regent早已以书面形式向我确认的关于这些优惠券的使用条款之上——这些优惠券可是我几个月前就购买并付款了的。
不幸的是，那个电话让情况变得更糟了。
我试图解释说我已经准备好那4.99英镑了。我同意以每人99英镑的价格进行书面约定，而且我并未授权从我的卡上扣除79.96英镑。那名工作人员多次打断我的话，随后还指责我大喊大叫且态度无礼。
我完全不认同这种说法。我既没有无礼也没有出言不逊，更没有大喊大叫。
我特意要求管理层保存并聆听电话录音，因为我完全不介意让所有人来审视整段对话内容。
当我询问那名工作人员的名字时，她拒绝把东西给我，在我还在试图解决问题时便直接挂断了电话。
整个经历让我极为心烦和失望。
如今我已提交了一份正式的书面投诉，要求管理层审阅相关的通话记录，解释那两笔39.98英镑的交易，退还或撤销我并未授权的79.96英镑款项，并按照Regent以书面形式向我承诺的条件来兑现我现有的优惠券。最令人难过的是，我原本还想继续成为这里的顾客。我在Clifton Spa享受过多次愉快的体验，也真心期待着能再次光临，好好庆祝自己的生日。
然而现实却是，我不得不花费大量时间去处理有争议的信用卡扣款问题，还要应对令人不悦的客户服务体验。
我保留了所有的书面通信记录、预订信息以及信用卡交易的凭证。
我衷心希望管理层能纠正这一状况。在我收到关于正式投诉的回复后，我会及时更新此评价；如果问题能得到妥善解决，我也会欣然予以认可。
© 2026 Tripadvisor 版权所有。
部分照片由 VFM Leonardo 提供。
TripAdvisor公司对外部网站的内容一概不负责。优惠价格中不含税和其他费用。
ICP证：沪B2-20200433
沪ICP备20013175号
沪公网安备31010502005427号鹰程信息技术（上海）有限公司
