I am writing to make a formal complaint regarding our recent stay at Lea Marston Hotel & Spa. I can honestly say that this was one of the most disappointing hotel experiences my family and I have ever had. We booked this stay expecting a relaxing family break, but instead left feeling upset, uncomfortable and extremely disappointed.
The biggest concern was the spa and pool facilities. The entire area was dark, dated, dingy and, most importantly, visibly unclean. The floors appeared as though they had not been cleaned for several days, the changing rooms smelt strongly of stagnant water, and there was hair, dirt and grime throughout. The surfaces were clearly not being maintained to an acceptable hygiene standard.
I feel it is important to point out that my concerns are based not only on what I observed as a paying guest, but also on my own professional knowledge.I have previously worked within a spa environment and have been trained in pool water quality, hygiene standards and the day-to-day maintenance expected within spa and leisure facilities. I therefore understand the standards that should be maintained to ensure guest safety, comfort and compliance. Based on my experience, I do not believe the spa and pool facilities were being maintained to an acceptable standard during our visit, and this left me genuinely concerned.
The level of customer service in the spa was equally disappointing. Upon arrival, there were no staff members
