Cottons Hotel And Spa

I am writing following my recent stay at Cottons Hotel. I have already left a review online, and whilst I appreciated receiving a response, I was disappointed that it addressed only the duplicate room charge and made no acknowledgement whatsoever of the poor customer service we experienced throughout our stay. My friends and I had attended a ball at the hotel and had booked two rooms. We decided to stay on the following day to work remotely and enjoy the facilities, spending a considerable amount during our visit on coffees, wine, cocktails, lunch and dinner, as well as our accommodation. Unfortunately, the overall experience fell far below the standard we expected. Our stay started poorly when we were allocated the wrong room at check-in. Thankfully, the member of staff who dealt with correcting this was excellent and quickly resolved the issue. Throughout the following day, however, the service was disappointing. The bar staff were unhelpful and appeared uninterested. During lunch, service was inattentive; we repeatedly had to ask for drinks and other items rather than staff checking whether everything was satisfactory. It simply didn't feel like the level of hospitality you would expect from a hotel of Cottons' reputation. The one exception was our evening meal. The food was excellent, and the restaurant team were attentive, friendly and professional. They were a real credit to the hotel and demonstrated the standard of service we had expected throughout our stay. The issue that caused the greatest inconvenience, however, was being charged twice for our room. Although your response to my review acknowledged the payment issue, it does not reflect the reality of what happened. The duplicate charge remained unresolved from 28 June, and I was ultimately left to sort it out myself. I had to make eight separate calls and messages with my bank before the matter was finally resolved. At no point did Cottons take ownership of resolving the issue directly with the payment provider or proactively keep me updated. Helen on Reception was the only member of staff who genuinely tried to help, and I appreciate her efforts, but the hold on my funds was still never released by the hotel. Instead, I was left without access to my own money for weeks while I chased the matter personally. What disappoints me most is that your response to my review completely overlooked the wider customer experience. There was no acknowledgement of the poor service, no apology for the multiple issues we encountered, and no recognition of the considerable time and inconvenience involved in resolving a problem that should never have become my responsibility. Good customer service isn't measured by how things go when everything runs smoothly; it's measured by how problems are handled when they arise. Sadly, on this occasion, Cottons fell well short. I would welcome a response that addresses the overall experience rather than focusing solely on the payment issue. In particular, I would like to understand: Why the wider concerns regarding customer service were not acknowledged. Why I was left to resolve the duplicate payment with my bank instead of Cottons taking ownership of the issue. What steps are being taken to improve both service standards and the handling of payment errors. What you feel would be an appropriate gesture of goodwill given the level of inconvenience and disappointment caused. I genuinely wanted this to be a place we would return to, as there were elements of the experience that were excellent, particularly the evening restaurant team. However, the overall experience and the lack of acknowledgement in your response have left me feeling that our concerns have not been taken seriously. I look forward to your reply. Kind regards, Ashley Costello

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