Park Plaza London Riverbank

em lc 3 weeks ago

We booked two nights at this hotel for a relaxing girls weekend and chose the hotel because of the complimentary use of the pool and spa. We planned to spend a full day by the pool. Overall, we had a lovely weekend - food was good and staff were friendly, especially Dennis on the door and the young men who bought room service. However, we would like to give feedback on the spa and wellness facilities. After an hour at the spa we were told by a staff member that pool usage had to be booked in 45 minute slots - at one slot per day. This information was not made clear on the website when booking the hotel, and was also not clear when booking a time slot - in fact, it allowed multiple bookings per day. When asked where this information is made clear to guests, the answer was “this is what we are told in meetings”. We did try to explain that this was our reason for booking the hotel and that this wasn’t clear anywhere online, but staff were reluctant to hear our reasoning and questions. Thankfully it was a quiet day, and the spa staff did kindly allow us to use the facilities for the majority of the day, which we are grateful for - but given this was the reason for choosing this hotel, it should be made clearer on the hotel website. Additionally, when signing into the spa - your name and room number was publicly visible at the spa reception to other guests - and the desk was not constantly manned. Considering we were two young women, who unfortunately shared our time-slot with a man who continuously stared at us for the majority of the session, the fact our room number and name was visible to him is a safeguarding risk and data privacy issue.