Awful customer service

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BennettJohnson's review of Spa Breaks www.spabreaks.com

★☆☆☆☆

“Awful customer service”

Written on: 20/10/2021 by BennettJohnson (1 review written)

Awful customer service experience. Made an online booking for an overnight spa break, received an email saying that the booking would be confirmed within 3 working days despite money already being taken in full from my account.

After 3 working days, confirmation had not been received so I called Spabreaks, told that the booking had not been made, the venue had not been contacted, that this would be chased up, resolved the same day and that confirmation of booking would be emailed. This didn’t happen and I was told this for 4 consecutive days each time I phoned them. I didn’t receive any confirmation, calls back with an apology or explanation. This was after being on hold between 30-45 mins each day on the phone.

I was advised on one of the days I called that the head of customer services was unavailable to talk to but that a request for a cancellation and refund could be made in writing or vouchers could be offered. As I wouldn’t want to book through them again, I requested the cancellation and refund in writing, had an automated message saying that I would receive a response in 48 hours but did not hear back.

After 7 days of the initial online booking, I emailed the head of customer services directly about the issue. She later replied saying that cancellation and refunds are not given (you apparently tick a box on the web site agreeing to this in their T&C’s but definitely not clear), despite being told otherwise by her team, and that my booking was to replace a cancellation they already had from another customer! She did offer to change venue but clearly missed the point that I didn't have an issue with the venue, I had an issue with their booking process and customer service. After 8 days, I finally received booking confirmation but at this point did not want to have anything to do with Spabreaks but unfortunately now have no options of cancelling and booking elsewhere.

It seems that as soon as they take your money they do not care about the service their give you, repeat business, positive referrals to others and are quite happy to ignore you. You only have to look at the shocking reviews all over the internet with customers who have faced the same experience.

Avoid at all costs, book directly with the venue if you can or through a more reputable company with positive reviews. Despite them trying to sell you a relaxing break, it causes so much stress and hassle making the booking that it is not worth considering this company.

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