Jas Matharu

Review of Stoke by Nayland Hotel, Golf a...

I booked a spa break for my partner's 40th, we wer...

I booked a spa break for my partner's 40th, we were due to stay on the 23rd of march 2020. My father died unexpectedly and suddenly of covid on the 13th of march 2020 and so obviously I cancelled my stay.
Due to coronavirus and the first lockdown, Stoke by nayland shut on the 23rd of march.
I then lost my grandmother on the 30th of March, at home. As you can imagine it was a very difficult time for us, I called Stoke by Nayland to request a refund as I didn't imagine going to a spa would be on my list of priorities this year. Also being a frontline NHS worker I have made sacrifices by not seeing my family and friends due to the potential risk I pose to them, I wouldn't consider spending time at a spa due to the same reasons.
Stoke by Nayland's response was "we don't do refunds".
I found this a little difficult to understand, I felt my circumstances were extenuating, but Stoke by Nayland did not agree.

I have given up on getting my money back from them but I feel it's a smack in the face to see they now have a "covid promise" where they will refund money if the spa/hotel is closed due to covid. I was obviously not worthy of this back in March.
I think it is important to know how Stoke by Nayland treated me before you consider booking or paying for a stay with them.