This is the first time I have ever posted a negative review - about anything - but I feel strongly compelled to share my concerns. The terrible experience I had at Peterstone Court Hotel has been compounded by the shockingly poor customer service I have received since.
Myself and a relative recently visited the hotel having been given half spa day packages as Christmas gifts. Firstly, hotel staff seemed unaware that a two course lunch was included in our package and when our food finally arrived my order was completely wrong. Both of these errors are forgivable and would be easily and happily forgotten if it was not for what followed when we went down to the hotel's spa.
We were first left to wait for a long time before being greeted and provided with robes. The floor of the changing room was very dirty. We made use of the jacuzzi for around 40 minutes which was fine until we noticed that sediment had suddenly gathered beneath our feet. It felt like sand or salt and at first we weren't sure whether maybe it was supposed to be there. We then noticed that it was all over us and so we got out. We waited for the jacuzzi to stop so that we could see what it was and there was a large amount of dirty sediment that had settled at the bottom of the jacuzzi, as well as fragments floating in the water (see attached photo). We alerted the spa staff and the way it was handled was less than professional. It was treated with joviality; we were told not to use it any longer and that we would "probably best have a shower".
We showered before going in for our aromatherapy massages - the relaxation element of which was marred by the yawning and suppressed giggling of the two therapists. One of the therapists also burst back into the room just minutes after leaving us to get changed "in our own time", saying she had forgotten we were there! They were clearly in a rush to pack up - we saw them leaving at 4.25pm despite the fact that our package was supposed to go on until 5pm (granted, once the Jacuzzi was off limits, there was not a lot to do)!
I contacted the hotel asking for a refund as the services provided were of poor quality and not as advertised, the facilities were not fit for purpose, and the situation with the jacuzzi was frankly disgusting. The Hotel's General Manager, Helen, took over a week to respond to my complaint. She ignored several of our concerns and offered vouchers for a return to visit to the spa. I assured her that there are no circumstances under which I would wish to return to the spa. Refusing to make suitable recompense for our abysmal experience in her establishment, she stated that they "can't just hand out refunds to everyone who doesn't have a nice time". This made me wonder how many people fail to have a nice time at Peterstone Court Hotel! When I highlighted the seriousness and deep unpleasantness of the issue with the Jacuzzi, she assured me that the filter contents we had been bathing in would not pose a serious health risk as they would have been chemically treated. Unsurprisingly, this was of no great comfort!
During this conversation, Helen also intimated that I was lying about the actions of the spa staff, and accused me of blackmail when I explained my intentions to share my experience should they not take responsibility for, and rectify, the terrible service they had thus far provided.
My last contact with Helen was over a week ago, when she phoned on a Saturday evening. At her bequest, a meeting was set up for the following morning with Mr Glynn Bridgeman, one of the directors. I cancelled my Sunday plans so that I could attend, only to receive a phone call from a receptionist less than an hour before the meeting was due to take place saying they had been unable to contact Mr Bridgeman and would need to cancel. Astounding. read more