Disappointing Customer Service…
Disappointing Customer Service Undermined an Otherwise Lovely Stay
I recently stayed at the Crowne Plaza Hotel in Winnersh, and while much of my experience – including the spa – was genuinely enjoyable, I feel compelled to write this review due to a disappointing incident that completely changed my perception of the hotel and its staff.
In the room, there were hangers provided that had small plastic teeth or grips on them. I used one of these hangers to hang my jumper — something I’ve done in countless hotels without a second thought. Unfortunately, when I removed it later, I discovered that the hanger had ripped holes in the fabric. This was frustrating, but rather than complain, I went down to reception simply to inform them, so they might consider either warning guests or using a different hanger style in future.
However, the receptionist’s response was shockingly rude and dismissive. Her name Ogechi - Instead of acknowledging my concern, she told me I had hung the jumper the “wrong way” and should have hung it over the hanger, not across it. Frankly, I found her tone condescending, as though I was being told off rather than being listened to.
When I asked to speak to the manager, she disappeared for about five minutes before informing me that the manager was in a meeting. At no point did she apologise for the damage to my clothing or for the way she addressed me. What began as a polite suggestion turned into a formal complaint simply due to the way I was treated.
I left feeling undervalued as a guest. This kind of poor conflict resolution reflects inadequate training in how to deal professionally with customers. One member of staff has unfortunately undermined what could have been a very positive review of a beautiful hotel with great facilities.
If you’re staying here, beware the hangers they have teeth — and more importantly, don’t expect understanding or empathy if something goes wrong.