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Fredricks's Hotel: Staff respond to Tina's reader review
We are sorry that the last reviewer highlighted some areas of our service that they were not happy with, particularly with the comment about one member of staff. This is extremely unusual as our staff are trained in customer service and always willing to help. We pride ourselves in providing exceptional levels of customer care.
Every guest receives a show round and the facilities are explained accordingly. However, it seems it was inexplicably missed on this occasion and I have re-iterated the importance of doing this consistently to the staff.
With regards to the pool doors opening and making the inside pool area cold is very valid feedback. The automatic pool door sensor has now been replaced with a manual button so this now alleviates this issue. Unfortunately the combination of the exceptional cold weather and the heat of the water caused the steam to operate the sensor.
Headsets are located at the entrance to the gym, I can only apologise if these were missed and again re-iterate the importance of a "complete" show round to all of our guests.
The Cardio Vascular equipment in the fitness suite has integral heart rate monitors fitted, so we don’t supply separate heart rate monitors. The member of staff this reviewer spoke to should have known this.
We do work hard to maintain extremely high standards and welcome such constructive feedback so we don’t get complacent and continue to exceed our guests expectations.
We look forward to welcoming back the reviewer with her complimentary vouchers.
Mark Bryant
Spa Manager of Fredrick's
March 2010
See also:
* Contact Details for Fredrick's
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