Not relaxing at all
Ollie - verified purchaser
08/03/2023 13:24:18
For Christmas I received a Spa Day Voucher and we discovered the Quad Wellness & Spa was the closest to us. Having been to another Crowne Plaza Hotel spa, we had high hopes, however it took me 2 weeks on and off to get the day booked in because nobody answered the phone everytime I rung or when it rang, someone on the main hotel reception answered and told me to try again later. Eventually we got booked in for this date and I asked if I could book treatments but was told I was ringing up too far in advance (Mid January) to book, call back closer to the day. So, mid February I rang and had the same problem with getting someone to answer, eventually I got through to someone and was told that they are fully booked and to try again on the day as they may have had a cancellation. I didn’t receive any communication from the Spa leading up to the day and having had so many problems calling them I was very anxious about how today was going to be. We was greeted kindly at the Hotel Reception and was giving directions on how to get to the Spa reception, once we arrived, there was no one at the Spa Reception Desk. We waited for 15mins before someone arrived and started talking to us when all of a sudden a woman, presumably a guest or member demanded the staff member help her get into her locker! So the Staff Member went off and then came back. Half an hour after we arrived, we was able to book ourselves in for a Massage at 3pm and then let into the changing rooms by the staff member. We got changed and met by the pool to find a limited number of untaken Sun loungers by the pool. We sat down and looked around to find the room in a poor condition with lights hanging out over the Jacuzzi, another light extremely rusty/ corroded, Ceiling has a poorly matched patch of paint, with multiple cracks as well and other parts of the ceiling covered in soot/ dust from the vents. After having a little swim, we decided to try the Steam Room which again the Ceiling is in need of redecoration. We then went into the Dry Heat Sauna to find the ramp by the door in a very bad condition and quite sharp if you are bare foot, one of the heating Lamps doesn’t have any protection around it, there was a plastic bottle cap on the floor as the Emergency Information Sign was under one of the benches with presumably the screw to hold it onto the wall above the emergency button. We found a water fountain with plastic cups but the water coming out of it was luke warm. We sat back down on the sun loungers and discussed our thoughts which were not positive. I then looked around and counted 10 “Caution Wet Floor” Signs! 3 on the walls and 7 on the floor (like the ones you set in supermarkets). Never have I ever been to a swimming pool and seen so many signs, surely that’s far too many, especially in a pool this small. We had an Afternoon Tea booked for 2pm, but we had to get fully dressed before we could go to the Restaurant area to eat it. Unfortunately the Afternoon tea didn’t have the cakes listed, and only plain scones, no fruit. Upon returning to the changing rooms, some how glue had got onto the key press stopping 2 buttons from being pressed therefore not allowing me into the locker to get my clothes, wallet, keys etc out. Thankfully the Hotel had a maintenance team who came down and after swearing and blinding, managed to break into my locker. On a positive note, the Male Masseuse was very good and the view of the lake and A404 was nice!
When did your experience take place? 07 Mar 2023
What was the name of the venue where your experience took place? Crowne Plaza Marlow Abbie - Quality and Review Management Hi,
Thank you for your feedback and I can only apologise that you were unhappy with your experience at Crowne Plaza Marlow.
We are investigating this, and will pass all of your feedback over to the supplier. Once I have looked into this I will get in contact with you regarding the matter.
Kind regards,
Abbie
Response from The Gift Experience
