Latoya
6 months ago
Really disappointing customer service from the management of Careys Manor.
Understandably, the hotel and spa closed during the coronavirus pandemic, however what is not okay is to refuse refunds.
After some abysmal communication during those few months, Careys Manor decided they were entitled to keep our 拢500 for our stay that we did not have, because they closed, and told us we could use it to come another time, perhaps next year.
I politely but firmly reply no thank you, I would just like to be refunded, to then be told again no I cannot have a refund, by the manager of a different hotel. How concerning that the management of Careys Manor itself couldn鈥檛 bother to reply.
In an email riddled with mistakes and poor grammar this 鈥渕anager鈥?did offer an extra free night when we did come and stay again.
Sorry no thank you, I will decide IF I come back, I will not be forced because you tried to hold my money hostage.
Knowing this goes against consumer law I sent another email to the 鈥渕anager鈥?and the area manger requesting again, my money back, and expressing my distress and disappointment. I heard nothing.
They were extremely active on Facebook, daily posts, however they were ignoring all the comments from disgruntled customers, of which there were plenty.
I eventually was granted a refund after sending a letter to the CEO. It took 5 months to receive my money back.
This horrible experience and their absolute disregard for their guests has me sworn off visiting Carys Manor ever again, I will also tell my friends and family not to bother either.
They sell themselves as a relaxing luxury experience, I can tell you it鈥檚 absolutely not worth the money.
Yes I have actually been and stayed before so I have experienced it for myself, the best thing about it is the Senspa, so do yourself a favour, skip the hotel part and just visit the spa for the day.
The actual hotel is overpriced, the receptionist told us we didn鈥檛 have a booking when we checked in because she forgot what day it was, the room looked stylish at first glance but was full of cobwebs, and our bill got mixed up with another couple.
To summarise, work on your customer service Careys Manor, it is really letting you down. You know you have to give refunds by law if you cancel bookings, so don鈥檛 fight with your guests, it鈥檚 not classy.
Understandably, the hotel and spa closed during the coronavirus pandemic, however what is not okay is to refuse refunds.
After some abysmal communication during those few months, Careys Manor decided they were entitled to keep our 拢500 for our stay that we did not have, because they closed, and told us we could use it to come another time, perhaps next year.
I politely but firmly reply no thank you, I would just like to be refunded, to then be told again no I cannot have a refund, by the manager of a different hotel. How concerning that the management of Careys Manor itself couldn鈥檛 bother to reply.
In an email riddled with mistakes and poor grammar this 鈥渕anager鈥?did offer an extra free night when we did come and stay again.
Sorry no thank you, I will decide IF I come back, I will not be forced because you tried to hold my money hostage.
Knowing this goes against consumer law I sent another email to the 鈥渕anager鈥?and the area manger requesting again, my money back, and expressing my distress and disappointment. I heard nothing.
They were extremely active on Facebook, daily posts, however they were ignoring all the comments from disgruntled customers, of which there were plenty.
I eventually was granted a refund after sending a letter to the CEO. It took 5 months to receive my money back.
This horrible experience and their absolute disregard for their guests has me sworn off visiting Carys Manor ever again, I will also tell my friends and family not to bother either.
They sell themselves as a relaxing luxury experience, I can tell you it鈥檚 absolutely not worth the money.
Yes I have actually been and stayed before so I have experienced it for myself, the best thing about it is the Senspa, so do yourself a favour, skip the hotel part and just visit the spa for the day.
The actual hotel is overpriced, the receptionist told us we didn鈥檛 have a booking when we checked in because she forgot what day it was, the room looked stylish at first glance but was full of cobwebs, and our bill got mixed up with another couple.
To summarise, work on your customer service Careys Manor, it is really letting you down. You know you have to give refunds by law if you cancel bookings, so don鈥檛 fight with your guests, it鈥檚 not classy.