Complaints, Compliments and general feedback

[Kitten]

Love Radley.

[Kitten]

I complained to the Spa about our day - impressed with the response, just goes to show it is worth telling them when they get it wrong.

Here at xxxx we strive to exceed every guest’s expectations and truly apologize that in this case we have disappointed yourself and your mother with what seems to be an extremely unfortunate and unacceptable sequence of events.

I have alerted other department heads relevant to the issue to assist with the investigations to this day and want to assure you that we have already taken steps to avoid this happening in the future as detailed below and are also continuing with ongoing changes to greatly improve the guest experience.

Regular scheduled guest service training
Recruitment of additional reservationists and a custom made reservation centre in order to respond to telephone enquiries and email enquiries promptly
Front of house training on all areas for welcoming and check in of guests
Re-location of the fish pedicures to upstairs within the spa area
Additional staffing during peak times at the main leisure reception
The purchasing of brand new robes to fit all sizes comfortably and discreetly.

In addition to the above we are also in the process of writing a new menu with a far more varied food offering and have employed a new manager in the Spa Café area who is drastically improving the area and taking ownership of it’s success.

Following on from your experience myself and my colleagues in the F&B and Front of House Departments would like very much to invite yourself and your mother back to us at your convenience for the following with our compliments

Full Spa Day with use of facilities, sparkling wine reception and a choice of an hour long luxury treatment of your choice for both yourself and your mother, a fish pedicure in our new surroundings and lunch for two.

Following your treatments we would like to offer you both a Traditional Champagne English Afternoon Tea in the Brasserie and Lounge Bar later on in the afternoon courtesy of our F&B Manager

To complete your day we would like to invite you to an overnight stay at the Hilton xxx compliments of our Hotel Front of House Manager.

I can only hope that this gives us an opportunity to rebuild your trust in our establishment and provide you with the spa and hotel experience you first anticipated.

Feedback of this kind is extremely important to us and we value greatly the time you have taken to draw these issues to our attention.

If you prefer to respond with a contact number I would also be more than happy to speak with you over the phone and discuss your experience.

[Knipples]

Nice one lady

[vix]

Result!

[Desmo]

Bonza

[Will]

yay!

[lostkat]

Thats bloody brilliant!!!

[jmc41]

Work has blocked BD. During working hours anyway, couldn't access beyond the front page the other day though its now okay at 7pm.

Also hating Windows. It died, like two weeks ago, and won't boot. Nothing works, even when I got it to recognise the RAID1 setup again it fluctuates between thinking there is no windows, thinking there is no boot record, to thinking it's fine, to there is no error, to finding an error that it promises to fix. System restore failed and deleted itself and seemingly all others (as I hadn't deleted them and it must have taken more than one over a year).

Must have rebooted the damn thing 50 times.
Anyone ever tried backing up to a passport drive via initially dos and then 'load drivers' from windows 7 startup disk? No multiple select, no file transfer details, one window only, nightmare.

And finally hating Nationwide. Moved my ISA (from them to them, bonus ended so one can apparently transfer to a different one with a bonus). Did that Sunday, Wednesday PM the money vanished, ISA still there, just empty. Thursday the account disappeared, no sign of the new one. Customer services dire including indicating I may lose a weeks interest for this internal move, this after a 25 minute wait to get through. Time for another complaint, got £25 when they had me on hold 15 minutes until 7pm and then cut me off saying the office was now closed.

Kitten: That is an amazing response, good to know there are still some companies that believe in decent CS!

[Dymetrie]

Went into Tesco the other day and picked up a load of stuff from the 'Two dine for £10' shelf...

When we ran it through the till (along with other stuff, so I didn't notice at first) the deal didn't go through! Spotted it on the receipt and queried it with the girl on the till, who said that we'd have to go to customer services.

Wandered over to customer services and put forward the issue. The girl there checked what we had, checked the offer, phoned her manager and then refunde us double the difference of what we were overcharged! Considering that it came to about £21 for everything we received a £22 refund!

RESULT

[SidewinderINC]

Originally Posted by Dymetrie

Went into Tesco the other day and picked up a load of stuff from the 'Two dine for £10' shelf...

When we ran it through the till (along with other stuff, so I didn't notice at first) the deal didn't go through! Spotted it on the receipt and queried it with the girl on the till, who said that we'd have to go to customer services.

Wandered over to customer services and put forward the issue. The girl there checked what we had, checked the offer, phoned her manager and then refunde us double the difference of what we were overcharged! Considering that it came to about £21 for everything we received a £22 refund!

RESULT

Score!

*must see if this works at my local tesco*