Mercure Hotels

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Denise's complaint against Mercure Hotels

Denise Brady


Spa melt day x 2

Complaint against Mercure Hotels

On 26th September I paid £199.98 for myself & my daughter to have a 4 hour spa experience with 2 treatments each & lunch at the Mecure Brandon Hotel. It was purchased as a special treat for my daughters 21st birthday as she would be abroad on the 28th & for the first time wouldn't be with her in that day. The spabreak website advised arriving at 10am, there was no other obvious guidance. By chance I rang the hotel the weekend before, to ask what we did on arrival. I was extremely disappointed to learn that we could not have the experience at same time. This resulted in the following:- 1. Unable to be with each other as had planned a swim, sauna brfore treatments but instead, I had to sit around for an hour & a half while she had her treatments 2. Unalke to use pool during this time due to class taking place 3. No offer of dressing gown & slippers to add to experience as purchased 4. Daughter then had to wait for my 2 treatments to be completed & couldn't use pool as had treatments including pedicure & varnish 5. Staff booked us lunch straight after which, i requested, no dressings on any of daughters food. However salad still came dressed 6. Following all the sitting about, waiting for each other & then lunch. It wasn't then condusive with wanting to go swimming, so came home! 7. Never received Virgin £50 wine voucher as offered with booking Really disappointed with experience & customer service fell short of experience expected for the amount paid. Treatments were good, but consider poor to only have one person to delliver the experience at the hotel. Very disappointed mother, Ms Denise Brady

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