I can not reccomend visiting this spa (Champneys)

Member Name: A Byford

Product:	Champneys
Date:	03/03/08 (276 review reads)
Rating:

Advantages: Beautiful location

Disadvantages: Just about everything else

I am a sporadic spa user and have visited Forest Mere as a Premier Guest approximately 18 months prior to the stay commented on below, that stay was good, however, this visit.........

o My husband made a booking for a Weekend Mini Break at the Superior standard as a gift in April 2007.
o I made contact with the booking service in June/July and confirmed the September date of my stay. During that conversation I requested that I could have a room with a lake view which the operative confirmed. I went on to quiz the operative as to the differences between the types of room and was assured that all Superior rooms would have either a balcony or a patio.
o I called the booking service twice during the week prior to my visit to confirm the details of my stay and was again assured that I would have a lake view room and that the room would have either a balcony or a patio. I also asked if I could book the times for my treatments but was informed that these times would be fixed for me prior to my arrival.
o I arrived at Forest Mere at 11am on Saturday, my room was not ready which I knew would be the case. I was informed that my treatment was booked for 6pm which I felt was a little late, however I thought that if I could eat my evening meal before the treatment it would be acceptable.
o I then went to book my evening meal but was told that the only time available was 6:30pm unless I was prepared to share my table with a complete stranger and eat at 7:30pm.
o I was not comfortable sharing a table so had no choice other than to accept the 6:30 time, which clashed with my already inconvenient treatment booking. The day was already loosing it's desired relaxing theme.
o Given the lack of choice for dining times, I went to the treatments reception to try to change my treatment appointment to fit in with the inconvenient dining times and was offered a booking for my treatment of 11am on Sunday, which was not what I wanted as it clashed with a class that I wanted to attend. However, when I checked the classes schedule, I would, as an alternative, be able to attend the "Manager's Choice" class in the afternoon instead so I accepted the 11am treatment time.

Throughout the whole booking process the staff showed no proactiveness, with all checking for the interaction with classes undertaken by me. I was constantly treated with a "Take it or leave it" attitude.
o I returned to reception at 2pm to collect my room keys. I found my way to my room:
o My bag was not there
o There was no lake view
o There was no balcony or patio
o I returned to reception to speak with the manager. She informed me that I was not entitled, as a Superior guest, to either a lake view or a balcony/patio and there were no other rooms available, again "Take it or leave it" and no apology with the only explanation being that the telephone operatives, "always get it wrong"!
o After just standing there and waiting and some whispering with the receptionist the manager told me that a suite was available but it was not yet cleaned. The manner it was offered was as if I was being provided with some great favour. I was told that the room would be ready within 45 minutes. Needless to say by this stage I was feeling far from relaxed.
o As a note, the Manager said that only Premier Guests have a balcony or patio but I know for a fact that this is not correct as I have previously stayed as a Premier guest and did not have either.
o Eventually I made my way back to reception and collected my keys and went to my room.
o I sorted my belongings and decided I would sit on my patio, unfortunately, three of the four deckchairs on my patio were occupied by other guests which made me feel very uncomfortable with people sitting right outside my door. I decided that I would sit outside and went to sit on the fourth chair, which the other guests quickly informed me was broken.
o I undertook a fruitless walk along the building looking for another chair. By now there was little chance of any relaxation.
o On Sunday afternoon I went to the studio area to attend the "Manager's Choice" class only to find a sign stating that the class was cancelled.
o In addition there were other matters which perhaps would not have concerned me, howevr.....
o The Steam Room was out of order and there was not even a notice to this effect.
o In the ladies changing area there are four hair drying stations, only two had hairdryers and one of the two did not work. You can imagine the queue of guests waiting to dry their hair?
o There was nowhere in my "Suite" to hang towels to dry.

I have persued Champneys for a refund but have encountered non-responses, delayed responses and completely unacceptable responses.

Summary: Not good value for money