Champneys no longer a good spa, disappointing break

nzmegs

There's a good chance that staff members (probably in marketing or management) have a Google alert set up so that every time their establishment is mentioned online they know about it immediately.Why they thought such a response would be a good idea is beyond me. They are probably too embarrassed to give the OP a reply now that their true side has been exposed.

My husband and I recently searched online for hours to find a spa for our anniversary weekend and considered Champneys. I was concerned it seemed a little expensive and too big. Thankfully we have booked elsewhere and hopefully will have a good weekend. When you pay several hundred pounds for a short stay you deserve the very best, on par with the top hotels. It should be a 5 star establishment and this includes the way you are treated and the facilities.

I hope you get a response at some point, if not them shame on them.

OnTheUp_2-2

Just to let you all know I have recieved a reply to my complaint in writing and I am currently typing it up for you to read, as I believe it encompasses what I intially felt about Champneys and their attitude towards guests.

As I pointed out earlier in this thread, I felt I had every right to "review" my experience regardless of how my complaint was dealt with. If I had written a complaint and then received an apology from Champneys, I would have still written the same review, as it will not have changed my stay in any way..

I still had dirty chipped china and still had to complain about the lack of cleanliness

This is a consumer forum FOR consumers and that is all I will take into account

OnTheUp_2-2

Sorry hectic day !!! Will post after the school run :-)

OnTheUp_2-2

Sorry for the delay, this is the reply I disappointingly received today



Dear ****

Thank you for taking the time to complete the on line questionnaire and also for email it to me separately. Yes I have taken the time to do this

I am extremely sorry that you have found it necessary to write setting out your dissatisfaction concerning your stay. Sorry that i was disatisfied or sorry I felt then need to complain about it?

I see no point in responding to each point raised by you individually oh???, save to say that on this occasion Champneys does recognise your stay did not meet all our your expectations.

Whilst we appreciate some of the issues raised by you are valid so some arent? we can only apologise that on this occasion your expectations were not met.

As a previous guest to Champneys you are of course aware of the Champneys ethos and ability to provide a relaxing and revitalizing stay or inability in my case

I am disappointed you have not given us the opportunity to investigate and respond to you before publically placing your comments on Trip Advisor. I did complain about the mess when I could snatch a minute away from my guest and was merely told it would be dealt with. I am not going to spend an hour complaining when I am only there for 24 hours

I am not aware of any of these comments being raised during your stay at which time any member of the management team would have been happy to address the matters you raise. An issue to take up with employees if they have failed to pass on a guest complaint.

Once again thank you for taking the time to respond to the questionnaire and I am sorry you did not enjoy your brief stay with Champneys this time.


Yours sincerely


General Manager

OnTheUp_2-2

I was very unhappy with the above response, as basically the manager is not interested in looking into my complaint because I have shared my thoughts with other consumers.

I made a further complaint to someone else who was not the appropriate person, doesnt appear to be a complaints procedure or access to a head office address and this is the response I got ;

Dear *****

Thank you for your email addressed to ****** and forwarded to me as the relevant person to deal with dissatisfied guests.

Firstly Champneys is of course extremely sorry you have found it necessary to write concerning your stay and this matter has been brought to the attention of the Senior Management Team. Disappointed to see that "necessary" word again.

Secondly we can only apologise your stay fell short of your expectations.

You are of course at liberty to express your dissatisfaction to who and where you like. Although we would point out that those specifically on the website forum you have provided the link to and giving positive feedback, are not so far as we are aware Champneys employees and the responses given are provided entirely voluntarily. So they condone employees posing as satisfied guests? This is not something we would encourage staff to participate in, but again as an open forum participants are at liberty to provide their views.

We appreciate fully the need to have a balanced and unbiased view from guests. However we would state that it is usual for guests, if dissatisfied with any aspect of their stay to speak to a member of the Management Team during their stay to allow matters to be rectified. I did complain and was just told the mess would be sorted out, no offer of speaking to management?? This approach is one we encourage, although in your case it may not have been possible to address all of the issues it may have been possible to rectify some and at least allow you to leave the resort feeling relaxed and happy with your stay. Whilst I note you spoke to someone at the departure desk on the 2nd May I can only apologise this complaint was not followed through.

Please be reassured we do encourage guest feedback good or bad as this does allow Champneys to review and improve areas where necessary.

May I take this opportunity to thank you once again for taking the time to bring this matter to the attention of the Senior Management Team and please accept our apologies for the inconvenience this matter has caused.

Not one issue addressed

Yours sincerely

OnTheUp_2-2

The long and the short of it is- I will not visit Champneys again, especially after the way may complaint has been dealt with. They clearly have no desire to explain or discuss the individual aspects of my complaint, for which i might add I am not alone on. Other people have complained about EXACTLY the same things as me and as Champneys clearly reads Trip Advisor, they have previously ignored those complaints too.


Champneys profits are obviously so that they do not care about their individual guests!!

OnTheUp_2-2

Your right I wouldnt have gone back but at least I would not have been left with such a bitter taste... now I would be compelled to go out of my way to not recommend it...

I also would have still liked to have my complaint answered in full, at the end of the day I spent nearly £500 in 24 hours there.. the least they could have done was to have given a better explaination.

As I have said these are complaints poeple have made before.. you only need to read Trip Advisor (serves me right for not checking beofre I went lol)

I have just booked the Royal Spa in Tunbridge Wells and a boutique hotel, I know I get the quality there that was lacking at Champneys

pendulum

The man in charge of customer relations at Champneys should be crying himself to sleep at the state of it, along with other senior staff.

trumpton

Is it just me or does that second response from Champneys basically contain an admission that their staff have posted the fake glowing reports on MSE?

Chanpneys are coming out of all this looking pretty bad imo. - grotty place to stay, dreadful customer service, seem to condone their staff passing themselves off as customers. Nice.

OnTheUp_2-2

Trumpton I did reply to the second letter stating this. By saying they do not encourage it... does that mean they dont discourage it??

I just think its hilarious that the person had the time and energy to write 2 glowing reviews on here.. but couldnt spend that same time openly and honestly addressing my complaint..

Well it seems the points I raised were unworthy of a response