Address: | 607 W Thames St, Norwich, CT 06360, USA |
Phone: | +1 860-425-3500 |
Site: | thespaatnorwichinn.com |
Rating: | 4.3 |
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Ray Kaplan
We visited The Spa at Norwich Inn to spend a weekend at the Mohegan Sun in August and attend a concert Saturday night. While the property was OK - a bit old and outdated with a good restaurant, the customer service was absolutely the worst we have ever experienced at a hotel. Originally we had a reservation for 2 rooms on Friday night. Upon arrival, we inquired as to whether we could extend our stay to Saturday night and add a 3rd room. At that point in time, the supervisor indicated that there were 3 rooms available and that we could extend our stay. We had another hotel booked so we had to cancel that hotel and then book the The Spa at Norwich Inn. Saturday morning comes around and we proceed to the front desk to inquire as to whether the rooms were still available so that we could cancel our other reservation. Obviously we would not cancel our other hotel reservation without confirming the 3 rooms at The Spa at Norwich Inn were available. After checking the computer, the woman behind the front desk indicated that the 3 rooms were in fact available. We indicated to the front desk that we were canceling our 3 rooms at the other hotel and wanted to book the 3 rooms at the The Spa at Norwich Inn. We proceed to cancel the other hotel incurring a cancellation fee for the rooms at the other hotel. Right after we get off the phone cancelling our other rooms, the front desk worker tells us that she only has 2 rooms available and not 3 and that one of the rooms available was a duplex suite that 4 people could stay in. The duplex suite was not suitable for 4 people as there was no privacy with a pullout murphy bed on the lower level in the living room. If we were told that 3 rooms were not available, we would have never cancelled our 3 other hotel rooms incurring a cancellation fee. At this time the front desk informed us that there was nothing they could do because they had no more rooms so basically we had to accept this suite after we were told that 3 rooms WERE AVAILABLE. So the situation now was that we had 3 couples with 2 hotel rooms to stay in. At this time, we asked to speak to a supervisor to see what could be done and a gentleman wearing a red shirt who was at the front desk at the time we had this fiasco indicated to us that he was the supervisor. After discussing the situation with this gentleman, he tells us that he was standing behind the desk the entire time and that we never said that we needed 3 rooms. He basically said that we were lying and that we NEVER requested to book 3 rooms. Nevermind the fact that 4 of us were standing there when we made this request, but instead of saying, "Im sorry this was an honest mistake and this is what we will do for you..." he argues for 5 minutes about how we were wrong and that we never said what we were claiming. There were 4 adults in our party who were all standing right there when this whole fiasco went down and can corroborate the story. Again, instead of apologizing for this situation, both the front desk workers denied the entire thing and ARGUED with us. This is not the way to treat customers at a hotel. Even though we were in the right, the point isnt who is wrong or right. We completely understood that the hotel was sold out and that an honest mistake could have been made, but to have the hotel workers stand there and argue about the situation was completely unprofessional and I have never seen such poor customer service in all my years of travel. None of us could believe the audacity that the supervisor had by arguing with us for 5 minutes about what happened and completely denying the situation. We were all appalled at the situation.. We can all say that we will NEVER be back to The Spa at Norwich Inn because they could care less about their customers. The entire situation was absolutely horrible and was not the way that any customer should ever be treated.
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Heather Harris
I had a strange experience at Norwich Day Spa and I am still not over it enough to go back. If what happened to me didnt happen then I would be over the moon about this place. Make sure to have them give you a print out of your itemized bill at the end of your experience. I went with my family for a much needed spa day and at the end we went to pay and literally had no idea what we were paying for on top of our package. I asked for a print out and they said it wasnt ready yet but they were about to close so that was strange to me. I paid the hundreds of dollars that it was and received a phone call from my sister the next day saying that they made a mistake on all of our bills. I called the Spa and spoke to Mary ONeil who told me some of my drinks were put on another womans bill with my same first name. I was driving on my way to work and I told Mary I would have to call her back. She was very pushy and wanted me to give her my credit card over the phone while I was driving. I finally got her off the phone and called her back when I got to work. She told me there was a glitch in the computer system and that was how this happened. I refused to give her my card and let her know that if there was a glitch in the system I would rather send a check. She was irritated and whatever relaxation I had paid hundreds of dollars for was diminished. She made me feel as if I stole something and all I kept hearing was that Norwich made mistakes and now she is wanting me to drop everything and give her my credit card knowing there was a mistake and a glitch. I sent the check right away because I dont feel $30 is worth the aggravation but I am surprised and disgusted on how this situation was handled. My family spent in a half a day several thousand dollars and left planning our next trip. This woman Mary ONeil has zero tact and should create better systems then treating her customers so poorly. Who does business like that.
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Diane L. Richardson, PMP
I chose to book my room and spa treatments/exercise classes separately as it was a better deal. Also, there was an additional AAA discount (which is always a bonus). The outside of the Inn is charming while, as other reviews have mentioned, the interior of the hotel is quite dated (theres a difference between historic and dated). However, the room was a sufficient size, the bed was quite comfortable and the bathroom modern looking. The service provided was outstanding. There were several hiccups when I arrived (the room door wouldnt lock, the tv wouldnt turn off, and the blow dryer only had one setting that worked) but when I called the front desk, all were resolved immediately. The spa treatments were amazing. I opted for the signature message (a great way to begin your stay), followed by the honey milk wrap (my skin never felt so soft) and ended with a site specific message (which was awesome). I signed up and took the rhythm class which was a great cardio workout despite the fact I have no rhythm. The ladies locker room was spacious but again dated, and had a sufficient size hot tub and a dry and steam sauna (I used the latter which was good too). I ate and drank at both Ascot (which was a cute pub that had that fireplace wood burning smell) and the main restaurant. I found the indoor portion of the restaurant to be too dark and again dated, but breakfast and dinner on the terrace was so pretty. I would certainly go for a weekend getaway.