The following event happened mid july. Despite raising the issue on the day plus the following day and then in writing Nothing has been addressed AT ALL. VERY disappointed here is the gist of what happened
Mid July myself and two friends visited the establishment, Overton Grange, in hope for a relaxing swim and lunch/refreshments afterwards. Initial impression was fantastic an amazing setting. Therefore, I was under the expectation that this was going to be an excellent day. That morning both myself and a friend called to check that swimming there was available plus informed staff that young babies were coming too. Once there we were all impressed by the look of the pool and changing facilities. I was the first to enter the pool the water felt very cold I questioned if it was the temperature of the water or as it was warm out of the pool was it just the initial feel. Both friends agreed and one went to ask for pool temp as none of us were happy to put babies in a cold pool A member of staff stated they would find out and inform us. We sat for fifteen minutes on the side of the pool awaiting someone to inform us of temperature and no one came. We all then decide to redress and have refreshments instead.
Once out and seated, my friend attempted to speak to the only staff member available, regarding the above issue and asked if it was possible for a refund seeing we did not use the pool. The staff member was very unhelpful basically stating he was left in charge but was unable to resolve the issue. With the lack of an adequate response my friend requested to speak with the manager (anyone who could help us). Seeing that my friend was getting nowhere with her query I spoke to the staff member regarding how to contact someone more senior. The gentleman informed me he wasn’t able to give me that information.He then and this is totally unacceptable behaviour. He called my friend ‘ANNOYING’. We all acknowledged that it was most likely a miscommunication when exchanging shifts and we just wanted to be reimburse for not swimming. We even suggested coming another time instead. To end this complete lack of respect and inability to work in hospitality sector he then walked off leaving nothing answered and no further way to resolve this situation.
I was and am still mortified, I was so dumbfounded by this rude behaviour that I then contacted via the telephone, another hotel in the same ownership, for some assistance hoping my concerns would be addressed, unfortunately so far I have not heard anything.
And still to this Day I have heard NOTHING. My requests were simple to solve. I feel they were at least. I requested that my friend has an apology for the manner she was spoken too. I also believe that we are all entitled to a refund for not actually swimming. NOTHING
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