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JonRalph
TERRIBLE SPA EXPERIENCE
Pace Health Club & NuSpa Durham的点评
点评：My wife and I fancied a spa day here and were really looking forward to visiting Durham for a treat day in this hotel.
We couldn't get through on the phone at all despite several attempts but eventually booked up for a Saturday afternoon and they emailed to confirm the booking and asked me phone up to pay the £10 surcharge for it being on a Saturday - no problem I thought.
Couldn't get through on the phone again, so I emailed them asking for a call back and eventually got a call from their Manchester branch to take payment - at last!
On the Friday prior to our visit my wife experienced some dizzy spells as she had also done the weekend before and didn't feel well, so she suggested we postpone our visit.
Knowing what they're like at answering the phone, I emailed them straight away so they could re-arrange another time for us to attend and also to allow another couple to take our Saturday slot.
The reply shocked me somewhat saying they have a 48hour cancellation policy, whereby no re-booking or refund can be made if the cancellation was within 48hours of the appointment unless medical evidence could be given to prove the genuine reason for our cancellation. But again, no problem I thought, my wife had an email about her doctors appointment for blood tests the day before.
So I sent a dated copy of the blood test appointment but they said they couldn't accept it as it had actually been made the day before the 48hour window (when my wife was actually feeling fine) and that we could have notified them then!
What has happened to customer service?
It was a genuine situation that couldn't be helped, I tried to communicate with them as early as possible (more than 24 hours prior) and now I've lost a load of money and feel extremely let down by the whole experience.
We couldn't get through on the phone at all despite several attempts but eventually booked up for a Saturday afternoon and they emailed to confirm the booking and asked me phone up to pay the £10 surcharge for it being on a Saturday - no problem I thought.
Couldn't get through on the phone again, so I emailed them asking for a call back and eventually got a call from their Manchester branch to take payment - at last!
On the Friday prior to our visit my wife experienced some dizzy spells as she had also done the weekend before and didn't feel well, so she suggested we postpone our visit.
Knowing what they're like at answering the phone, I emailed them straight away so they could re-arrange another time for us to attend and also to allow another couple to take our Saturday slot.
The reply shocked me somewhat saying they have a 48hour cancellation policy, whereby no re-booking or refund can be made if the cancellation was within 48hours of the appointment unless medical evidence could be given to prove the genuine reason for our cancellation. But again, no problem I thought, my wife had an email about her doctors appointment for blood tests the day before.
So I sent a dated copy of the blood test appointment but they said they couldn't accept it as it had actually been made the day before the 48hour window (when my wife was actually feeling fine) and that we could have notified them then!
What has happened to customer service?
It was a genuine situation that couldn't be helped, I tried to communicate with them as early as possible (more than 24 hours prior) and now I've lost a load of money and feel extremely let down by the whole experience.
翻译：我和妻子本想在这里享受一天水疗服务，也一直期盼着能到达勒姆，在这家酒店度过一个放松的惬意日子。
尽管尝试了多次，我们始终无法拨通电话；不过最终还是成功预订了周六下午的时段。酒店发来邮件确认了预订，并让我打电话支付因周六预订而产生的10英镑附加费——我当时觉得这没什么问题。
然而，我又一次无法拨通电话。于是我给他们发邮件，请求回电，最终终于接到了他们曼彻斯特分部的电话，以便收取费用——总算成功了！
在我们计划前往的前一个周五，我的妻子出现了头晕的症状，其实上周末她也出现过同样情况，当时就感觉不太舒服，所以她提议我们推迟行程。
鉴于他们接听电话的办事效率，我立刻给他们发邮件，希望他们能重新安排我们前往的日期，同时也让另一对夫妇能填补我们原定周六的预约名额。回复让我有些震惊：他们有一项48小时取消政策，即如果在预约时间前48小时内取消，除非能提供医疗证明来证明取消的真实原因，否则既无法重新预约也不能退款。不过我心想，这没什么问题，因为前一天我妻子确实收到了关于她去做血液检查的医生预约邮件。于是我发去了带有日期标注的血检预约单，但他们称无法接受，因为该预约实际上是在48小时期限的前一天安排的（那时我妻子身体状况良好），他们还说我们当时就应该通知他们！
客户服务都变成什么样了？
这确实是无法避免的客观情况，我也尽可能早地尝试与他们沟通了（提前了24小时以上）。如今我损失了一大笔钱，整个经历也让我感到极其失望。
尽管尝试了多次，我们始终无法拨通电话；不过最终还是成功预订了周六下午的时段。酒店发来邮件确认了预订，并让我打电话支付因周六预订而产生的10英镑附加费——我当时觉得这没什么问题。
然而，我又一次无法拨通电话。于是我给他们发邮件，请求回电，最终终于接到了他们曼彻斯特分部的电话，以便收取费用——总算成功了！
在我们计划前往的前一个周五，我的妻子出现了头晕的症状，其实上周末她也出现过同样情况，当时就感觉不太舒服，所以她提议我们推迟行程。
鉴于他们接听电话的办事效率，我立刻给他们发邮件，希望他们能重新安排我们前往的日期，同时也让另一对夫妇能填补我们原定周六的预约名额。回复让我有些震惊：他们有一项48小时取消政策，即如果在预约时间前48小时内取消，除非能提供医疗证明来证明取消的真实原因，否则既无法重新预约也不能退款。不过我心想，这没什么问题，因为前一天我妻子确实收到了关于她去做血液检查的医生预约邮件。于是我发去了带有日期标注的血检预约单，但他们称无法接受，因为该预约实际上是在48小时期限的前一天安排的（那时我妻子身体状况良好），他们还说我们当时就应该通知他们！
客户服务都变成什么样了？
这确实是无法避免的客观情况，我也尽可能早地尝试与他们沟通了（提前了24小时以上）。如今我损失了一大笔钱，整个经历也让我感到极其失望。
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