We recent stayed in The Holiday Inn in Corby - Kettering. We had bought a night in package for a birthday present which included massages and full use of facilities etc.
We were told back in August that our massages were at 1.30pm. We then heard nothing else until October 22nd, which was just an email saying we couldn’t check in until 2pm, which was a bit odd as the massages were meant to be at 1.30, so we assumed maybe they had be moved. We got to the hotel around 2.30 as we had a bit of a medication emergency and had to contact an out of hours doctor to get some last minute Epilepsy medication for my partner prescribed in Corby which he needs as we left it at home accidentally and we live 2 hours away.
When we arrived we explained about the medication emergency etc and were told we had missed our treatments. We were a bit confused as the email said not to check in until 2pm, so how could our treatments be before then. We were told our room still wasn’t ready and would have to wait, so we sat in the Lobby for 30 minutes will all our luggage and birthday bits. The lady on the desk said she would speak to the beauty therapist Gemma about rescheduling for us. We eventually got given a room key with no information on how to get dinner or breakfast or anything. So after going to the room when came back down to query the massage treatments. The lady behind the counter said we couldn’t reschedule them as the salon was closed on Mondays and the therapist was busy later. We were told we could rather have the cost of the treatments refunded when we checked out or drinks vouchers. We opted for the refund as we were quite disappointed travelling 2 hours pretty much for nothing, at least then we could maybe book something else somewhere else.
We then came to check out the next day and we were told by a different lady at the desk that they can’t refund the treatments or even give us ‘vouchers’ or money towards food we had purchased. We were very upset as we had been told literally the day before by someone that we could have it refunded or have drinks vouchers, we were then denied both and told we’d have to still pay for the drinks and food on top and have no refund given for the treatments. Not even any offer of a future booking or anything. Absolutely awful awful service, we were essentially lied to by someone at the front desk the day before. So we’ve wasted a tonne of money, and didn’t get any sort of help towards a solution.
Not only this but the room itself wasn’t good, there were flies all over the room and the bathroom smelt AWFUL when it had apparently just been cleaned. Service for food and drinks was very very slow. We understand we couldn’t go to the bar due to COVID and that things might take a bit longer but we were told to take a seat and someone would come and take our order. After 35 minutes no-one had come to us and were just standing around so we had to approach them and ask to place an order. The whole of our floor smelt of weed as some students on a trip were obviously smoking in their room, but yet again nothing was done about this. Overall it was an awful experience and really ruined what should have been a lovely birthday trip that we were looking forward to and booked time off work for.
