I've been a regular visitor to a location for the past 15 years. Unfortunately, I couldn't attend our New Year’s break due to my mother being hospitalized. The customer service showed no empathy or understanding. I requested to reschedule our break and was denied, as well as my request to transfer our prepaid food package to friends. We lost £800, and although my husband considered going with the kids, they were too upset to leave. The establishment seems more focused on profits than on customer care, and I feel let down as a long-time guest.
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