Rated 1,0 out of 5,0 by FamilyDisappointed Children ordered to leave empty pool - very poor customer service
We booked to stay for 1 night at the Marlow Crowne Plaza with our two children aged 10 and 7 during the school Easter holidays. Our two children are keen swimmers and access to the pool was high on our priority list.
We were extremely disappointed when we arrived after 6pm to find we were too late to go into the pool (last entry for children 6pm). Never the less we looked forward to swimming the following morning.
Meeting with friends that evening for a meal our children had a late night, but it was the school holidays and we had been told that breakfast was until 10.30am and that as Priority members we could check out up to 2pm.
Before going to bed we checked the pool times and found that last entry for children was 10am! We then had to get them up to take to breakfast at 9am and then straight from breakfast to the pool! Having a late night and then being woken up the children did not feel ready for breakfast. Obviously it was not ideal to go straight from breakfast to swim.
Imagine our concern when we arrived at the pool to find that most of the pool was taken up with a very noisy aqua aerobics class full of exercising women generating choppy waves in the remaining 1 lane left for swimming. We expressed our concern and disappointment to the leisure club staff member and to the hotel reception manager. We were extremely disappointed with the level of customer service from them. We were told that we could not stay after 11am and that there is a children’s pool. This is in fact a toddlers’ pool for children who cannot swim and not suitable for a 10 year old and 7 year old who swim 500m every week.
We tried to swim in the 1 lane available. It was extremely unpleasant , noisy and choppy, with the waves generated by the exercising women, being similar to swimming in a rough sea. The exercise class finished late about 10.40am. We then managed to swim in the same 1 lane that children were allowed to swim in. Shortly after 11am, when there was no one else in the pool except us, the leisure club staff member told us we would have to leave. We were very surprised by this as there were no other people in the swimming pool.
We did not check if there were any restrictions for children swimming before we booked at the Marlow Crowne Plaza. However we have just checked the web site again and see that although it does say last entry for children for swimming is 6pm, there is no mention of last entry before 10am in the morning.
The level of customer service demonstrated in the leisure club and at the hotel reception was extremely poor and spoilt our enjoyment of our stay at the hotel.
14. April 2013
Rated 1,0 out of 5,0 by Redjack13 Nice Hotel, Non Existent Customer Service
Early this year I had booked to stay at this hotel for 2 nights. At 16.40hrs of the day that was due to be my first night I was told that my room would not be available as they had overbooked. This came as quite a surprise as I had reserved over 2 weeks prior....
I won't go into the conversation details that night for sake of expletives being used.....
To this day the hotel still hasn't had the decency to contact me via phone or mail to apologise.....
It really is a shame as I quite enjoyed my stays at this venue. The hotel is very well kept and the rooms are superb.
Being a Platinum Elite member and a frequent visitor I expected better.
4. April 2013
Rated 3,0 out of 5,0 by Kirsty Nice food, but spa night not very 'relaxing'.
We stayed as a group of 4 on the "Girls Night In Package" on a Saturday night. Treatments were good, but the leisure facilities were very busy therefore not relaxing at all. Could hear children screaming in the pool whilst having a massage the other side of the wall. Sitting by the pool was a very noisy and not relaxing experience and nowhere near enough loungers. In fact we ended up going back to our rooms to sit in there instead!
Probably more suitable for a business hotel during the week and a leisure centre - open to the general public/children at weekends. Certainly not a Spa package hotel.
Saying that the rooms were clean and nicely presented and the food in the restaurant was very nice.
19. Februar 2013
Rated 5,0 out of 5,0 by Streets99 Great service and lovely food !
Great service from the staff - very informative, felt like they actually cared and wanted to look after you.
The food was great as well.
Overall the facilities were brilliant and we had a great weekend. Would definately recommend to people.
12. Februar 2013
Rated 4,0 out of 5,0 by Stevetwell The Best Modern Hotel in the Area
Nice large rooms, great modern bathrooms, fantastic breakfast buffet and excellent value. I have tried all the Other hotels in the area and they all need a revamp.
Just one gripe - why not provide free wifi for more than 30 minutes per day. It costs nothing and in this day and age it is expected! Otherwise an excellent hotel.
4. Januar 2013
Rated 4,0 out of 5,0 by michelangelo50 Great hotel but let down by executive lounge
We have visited this hotel many times and mostly it is very good. Great facilities with at. lovely swimming pool, sauna, steam room and indoor and outdoor hot tubs.
The executive rooms are very nice, although I haven't experience of the standard ones. However, the executive lounge is getting worse every time we visit. There is a couple of hours in the evening when they provide wine, beer and canapes. This last time we visited the wine was so appalling we really could not drink it. The wine glasses were horrible and would never be served in any other part of the hotel - or indeed in any other half reasonable bar. We were forced to go out to Waitrose to get a drinkable bottle. The food provided was equally terrible. Bits of cold, dried up and very inferior pizza - plus some other things which had been deep fried to death and which are normally served with dips to take off the dryness - however there were none provided even though we asked. I feel that most people who go for the executive rooms are used to a decent wine - not very inferior 'plonk' - and food that is eatable.
All in all the hotel is very good - but the executive lounge really needs some thought and work put into it. Such a shame.
6. November 2012
Rated 3,0 out of 5,0 by Bazza21 Most things OK, not wonderful.
Comfortable room, nice shower (which some hotels can't seem to manage), good breakfast, as were the bar meals though service a bit slow, which at least means they're probably cooking it fresh, staff helpful. Noisy at night, kids running round corridors and teenagers playing loud music late, had to phone reception to get someone to shut them up. Location a bit back-of-beyond. Had to phone booking line a few times as there was some sort of foul-up with my booking, why do I have to pay premium rate to phone them? Then they have the cheek to ask me to stay on the line to answer a quick survey about how they handled the call, yeh, while I'm paying them 10p a minute or something, right.
2. November 2012
Rated 3,0 out of 5,0 by Customer75 Comfortable beds and well appointed room
Restaurant service poor. In spite of having a full hotel you did not have sufficient staff to cope with Sunday breakfast , it was caotic!
Banqueting did not fair any better with insufficient staff for the 160 customers consequently by the time the last table was served the top table had finished their meal. Pudding plates were not cleared at all.
Although it was a poor menu with pastry for starter and sweet the quality of food was good.
1. November 2012