Booked a package for me and my Husband for our 2nd year wedding anniversary and I didn't even get to stay here.
I booked via e-mail the Romantic Escape for 2 1 week prior, got a e-mail confirming it had been booked in. Called and sent an e-mail 2 days before date of booking, no answer. Called 1 day prior to booking, no answer. Called the morning of the booking, someone answered finally!
I asked to confirm everything was booked in and whether the Facial and Massage that me and my Husband were to share (a part of the package) had been booked in and when (This is what I asked in the e-mail that no one replied to) The man (Didn't give his name) then told me to call the Day Spa to book it in because they were both separate companies. I thought this was odd as they were having a package together, but no way of communicating AND didn't tell me this is what I needed to do? I called the Day Spa, no bookings for the day we were to stay or the next day. I asked who am I suppose to complain to if you're both separate businesses? She just gave me excuses and said it should have been done on Brentwood Manor's end so I said "Thank you" and hung up.
I asked my husband to call Brentwood Manor again because I was too upset at this point. The same man (Asked for his name this time - Jojo) picked up and said he had been out of the country and just got back. He said he passed the information on and didn't follow up, it wasn't his responsibility and it was the Day Spa (The opposite of what the Day Spa said to me only minutes before)
Either way, poor communication & poor customer service skills
I will NEVER book here again and have already told my family (Who live in Wallaceville, who tell people about this place, who even told ME about this place) about how horrid the customer service was here and how they blamed me for their mistakes.
5 Brentwood St Trentham Upper Hutt 5018