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Email address to complain to center parcs?
RoxieW
Posts: 3,016 Forumite
Does anyone have any info on how to complain by email to center parcs? I cant find the info on their website. Anyone complained about the spa previously?
I visited the spa with a friend yesterday and it was a shambles of an experience. It would almost have been laughable if we hadnt spent so much money on our 'relaxing' day.
To outline the issues -
Booking - very unfriendly, almost rude customer services. On hold 25 mins. No email confirmation despite specifically requesting it twice. Told I couldnt have a treatment same time as friend so had to book different times.
On arrival - no record of my treatment booking. Very rude staff insisting that I have not booked or paid for my treatment (I have.) Told there is no availability for me to have the treatment anyway. Then told there is availability but only if I pay again unless I want to go home and bring a photocopy of my bank statement (an hour away). Told that they have searched through every booking that I have ever made and that I have definately not paid for or made the booking. Erm, actually I know that I have so please dont tell me that I am lying! Waiting 1 HOUR in reception before being summonsed to the managers office. Stood like a naughty school girl while she laughs and jokes on the phone to head office. Oh and what do you know - they have found my booking! Oh and I can have it at the same time as my friend. NO APOLOGY from either the manager or the very rude girl on reception!
Changing rooms - Jam packed. No space to get changed. Basically drop your trousers whereever you can and get changed butt cheek to butt cheek with another woman, Tried 5 lockers before I found one that worked.
Welcome - no one there to welcome us, tell us how to get out 'welcome drinks' etc etc. Had to find someone.
Spa - busy. No beds or loungers available for the duration.
Pool - Banged my leg on a concealed concrete wall (with the corner jutting out!) that is impossible to spot when the jacuzzi bubbles are going and difficult to spot even when not.
Treatment no 1 - Waiting 15 mins - no one comes for me. Thinking oh no they've lost my booking again. Have to go and find someone myself.
After the treatment - given a glass of wine from the girl who did my treatment and told 'sorry about the mix up earlier - here are sample bag for you and your friend by way of an apology'. Oh great I think, lets have a look whats inside. Nothing -its an empty bag. Wonderful! My friend wasnt given a drink - had to ask for one.
Lunch - a green fly in my friends salad. Not allowed water with lunch (paid for as part of the package) - can have tea, coffee or juice but not water??
Treatment no 2 - a wrap. On entering the room notice a towel hanging up that is literally thread bare and has holes in it. Yes that is for my use! How luxurious! On talking to my friend about the treatment I said how nice it was being wrapped in the tin foil blanket to let the oil absorb. 'What blanket?' she asks - turned out she was just wrapped in a towel!
From start to finish it seemed almost farcical!
The following is the blurb from the website -
The best spa experiences from across the globe, all in one very special place, Aqua Sana. Come and relax in pure luxury, try one of our fabulous Spa Days or indulge on one of our Spa Days, plus a treatment, the choice is yours.
Ummm - couldnt be further from the truth really - I think I left more stressed then I arrived and I wouldnt describe the changing facilities or holes in the towels as 'pure luxury!'
We paid nearly £300 for this day so obviously I'm going to complain but can find very little online about how to go about this. Anyone had any experience? Thanks
I visited the spa with a friend yesterday and it was a shambles of an experience. It would almost have been laughable if we hadnt spent so much money on our 'relaxing' day.
To outline the issues -
Booking - very unfriendly, almost rude customer services. On hold 25 mins. No email confirmation despite specifically requesting it twice. Told I couldnt have a treatment same time as friend so had to book different times.
On arrival - no record of my treatment booking. Very rude staff insisting that I have not booked or paid for my treatment (I have.) Told there is no availability for me to have the treatment anyway. Then told there is availability but only if I pay again unless I want to go home and bring a photocopy of my bank statement (an hour away). Told that they have searched through every booking that I have ever made and that I have definately not paid for or made the booking. Erm, actually I know that I have so please dont tell me that I am lying! Waiting 1 HOUR in reception before being summonsed to the managers office. Stood like a naughty school girl while she laughs and jokes on the phone to head office. Oh and what do you know - they have found my booking! Oh and I can have it at the same time as my friend. NO APOLOGY from either the manager or the very rude girl on reception!
Changing rooms - Jam packed. No space to get changed. Basically drop your trousers whereever you can and get changed butt cheek to butt cheek with another woman, Tried 5 lockers before I found one that worked.
Welcome - no one there to welcome us, tell us how to get out 'welcome drinks' etc etc. Had to find someone.
Spa - busy. No beds or loungers available for the duration.
Pool - Banged my leg on a concealed concrete wall (with the corner jutting out!) that is impossible to spot when the jacuzzi bubbles are going and difficult to spot even when not.
Treatment no 1 - Waiting 15 mins - no one comes for me. Thinking oh no they've lost my booking again. Have to go and find someone myself.
After the treatment - given a glass of wine from the girl who did my treatment and told 'sorry about the mix up earlier - here are sample bag for you and your friend by way of an apology'. Oh great I think, lets have a look whats inside. Nothing -its an empty bag. Wonderful! My friend wasnt given a drink - had to ask for one.
Lunch - a green fly in my friends salad. Not allowed water with lunch (paid for as part of the package) - can have tea, coffee or juice but not water??
Treatment no 2 - a wrap. On entering the room notice a towel hanging up that is literally thread bare and has holes in it. Yes that is for my use! How luxurious! On talking to my friend about the treatment I said how nice it was being wrapped in the tin foil blanket to let the oil absorb. 'What blanket?' she asks - turned out she was just wrapped in a towel!
From start to finish it seemed almost farcical!
The following is the blurb from the website -
The best spa experiences from across the globe, all in one very special place, Aqua Sana. Come and relax in pure luxury, try one of our fabulous Spa Days or indulge on one of our Spa Days, plus a treatment, the choice is yours.
Ummm - couldnt be further from the truth really - I think I left more stressed then I arrived and I wouldnt describe the changing facilities or holes in the towels as 'pure luxury!'
We paid nearly £300 for this day so obviously I'm going to complain but can find very little online about how to go about this. Anyone had any experience? Thanks
MANAGED TO CLEAR A 3K OVERDRAFT IN ONE FRUGAL, SUPER CHARGED MONEY EARNING MONTH!:j
£10 a day challenge Aug £408.50, Sept £90
Weekly.
155/200
"It's not always rainbows and butterflies, It's compromise that moves us along."
£10 a day challenge Aug £408.50, Sept £90
Weekly.
155/200
"It's not always rainbows and butterflies, It's compromise that moves us along."
0
Comments
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Can I ask which Aqua Sana this was? The only email address I have is [EMAIL="bookingenq@centerparcs.co.uk"]bookingenq@centerparcs.co.uk[/EMAIL] which I think is just for booking enquiries.0
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it was sherwood - thanksMANAGED TO CLEAR A 3K OVERDRAFT IN ONE FRUGAL, SUPER CHARGED MONEY EARNING MONTH!:j
£10 a day challenge Aug £408.50, Sept £90
Weekly.
155/200
"It's not always rainbows and butterflies, It's compromise that moves us along."0 -
Sorry, I don't have an answer for you, but personally in a case like yours I would write a letter to them rather than e-mail - I'm of the opinion that letters are usually taken more seriously than e-mails.0
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