Booked a spa package for our anniversary. After phoning and e-mailing I booked the times for booking in (2pm), spa (4pm) and dinner(8pm). We set off from the Isle of Man. On the motorway we received a phone call at 10am asking where we were. I explained that we were not in Harrogate yet as booking was for 4pm. They said we had missed the spa:-(
We got to the hotel and check in was not available.
We went to the spa and they apologised and admitted they were wrong and this was due to staffing and covid. They said they would give us a refund and gave us an afternoon tea to apologise. This refund is still not with us one month later. Lots of calls and e-mails and nothing!! Danielle the manager has not returned our call.
The hotel was nice enough but not enough staff and customer service not adequate.
I have complained to Hilton head office asking for our refund and the hotel have 5 days to respond….hopefully we get the refund but in general the anniversary was tainted.More
- Free Wifi