My friend and I recently visited Champneys in Tring and were sorely disappointed by our experience. We are regular visitors to Champneys and usually have a nice, relaxing time but this recent visit was way below the usual standard. Firstly, at breakfast there were no plates available and nowhere to sit and eat so we had to pile our food into tiny cereal bowls instead. It was only around 9am at this point so it seemed odd to have run out of things already. The staff looked very harassed. The food was good though the salmon rolls were a little dry. Not long after, I popped to use the bathroom and found there was no toilet paper. It was not yet 10.30am at this stage and I thought this was totally unacceptable for a place that bills itself as luxurious. The next issue was how busy it was. I have visited on many occasions in the past and never found it to be so overrun. It was near impossible to get a lounger or anywhere to lay and relax unless you went outside, where it was cold and raining. The hot tubs and Thalassotherapy pool were particularly busy and it was hard to find a space. This ruined our enjoyment, as we had to waste time walking around trying to find somewhere to go. It seemed to us that too many people had been admitted and bookings should have been capped at a much lower number to ensure a good experience for guests. The signage was also inadequate and my friend and I kept getting lost, as did many other people. Lunch was excellent and I could not fault that. My friend and I had both booked Body radiance for 5pm so we arrived in the trea**ent area at 4.50pm to await our therapists. My friend was collected for her trea**ent and I continued to wait until there was only me and one other lady left. There was no-one on the trea**ent reception to ask where our therapists were. At one point, a member of staff walked by and we asked her and she said the therapists were on their way. By 5.15pm both myself and the other guest were getting concerned. As there was still no-one to ask, I went into the shop and asked the lady in there, who checked on the system and said there was no booking for in the system for me. She sent me to the main reception. It turned out that despite my booking being confirmed in writing for 5pm, they had erroneously booked my trea**ent for 3pm, so it had been missed. I didn’t have time to take a later slot and requested a refund, but the receptionists said they weren’t able to process this and it would need to be done by Reservations, so I walked out £110 poorer for a trea**ent I did not receive. It was the final nail in the coffin for what had been a very below par spa day and the sort of experience I would expect from a leisure centre spa, not a luxury health resort. I contacted reservations the next day to share my experience, expecting at the very least to receive an apology, but my email was completely ignored. I am absolutely shocked at this appalling level of customer service towards guests who