Freezing room, rude staff and no complaint resolution. The air con was broken on a previous stay so
Freezing room, rude staff and no complaint resolution. The air con was broken on a previous stay so they offered a discount on my next stay (pretty cruddy resolution for a fundamental problem but I accepted it). I now needed to stay Bicester again (not something I have to do very often admittedly) so thought I would use my offer, called to book at a rate £157 they said they'd come back to me, the next day they did, but the best rate was now £205! Apparently I was lucky that they were even honouring the previous offer of discount despite the fact that I paid full price previously for a room with no heating in winter, then I had to have a maintenance man round in the middle of the night to give us an ancient portable heater, then got a terrible night's sleep, lucky me! In all honesty the spa is lovely, but the staff are in desperate need of some customer service training, complaint resolution training and social skills. My original complaint on check out was met with literally no response, just a blank expression from the member of staff at the time! When I then repeated the complaint to him, he said 'we'll fix it for next time'. My now current customer experience was a manager, who kept speaking over me on the phone and not really listening, expressing any empathy or looking for a satisfactory solution, 'those rates you called to take are gone now because we took so long to respond, so tough' basically! Doesn't look like they reply to bad reviews on here either; customer service and complaint resolution training would be great investment if anyone from the Bicester Hotel and Spa management team reads this... RESPONSE TO YOUR REPLY: missed the point again, exactly what I’ve come to expect from you. I don’t need to stay in Bicester another day, I needed the day I originally asked for at the price it was when I asked, you delayed it, the price went up, you expect me to pay the increased cost because of your delay. Funny that you continue to think you’re in the right.