bannatyne.co.uk

UNPROFESSIONAL AND UNSANITARY EXPERIENCE - A WARNING TO OTHERS

UNPROFESSIONAL AND UNSANITARY EXPERIENCE - A WARNING TO OTHERS My relative and I booked a joint cupping massage, and the entire experience was unacceptable from beginning to end. I want to raise awareness for those expecting clear communication, professionalism, quality treatments, and hygiene standards. I filled out the necessary online consultation form days prior, stating specific needs, including requests for reasonable adjustments. However, it was clear that the form had not been adequately reviewed. No adjustments were made, essential supports were missing, and I had to reiterate the same information to the therapist multiple times before and during the treatment. Midway through, I was asked to assume positions that contradicted what I had disclosed on the form, confirming that it had been overlooked. My relative booked via phone and thoroughly explained her situation to both the reception and the therapist. At no point was she informed that a doctor’s note was needed or that a medical form should be completed beforehand. Instead, she received the form at the last moment upon arrival. There was confusion and inconsistent information at reception regarding the forms, and although an apology was eventually offered, the lack of clarity was evident. My relative’s form was taken away and we were told it had been reviewed before being sent to the relaxation room. Any issues should have been addressed then, but nothing was mentioned until we were in the treatment room and she was already undressed, which was entirely inappropriate. Only after this did the therapist inform my relative that she could not proceed with her booked treatment, stating a doctor’s note was required. This had never been mentioned during the booking call and should have been communicated much earlier. She was then offered a facial instead, which she felt pressured to accept due to the circumstances, even though it was not what she had originally booked. The treatments were of extremely poor quality. The cups used were plastic—completely different from the traditional glass cups that enhance blood flow and circulation. The plastic cups had minimal suction, frequently popped off with loud sounds, and provided no therapeutic benefit. The massage pressure was nearly nonexistent, and I was never consulted about pressure or temperature. My relative’s treatment was also poorly executed, with oil dripping down her neck during what was meant to be a facial, which was uncomfortable and unprofessional. Hygiene was a significant concern. The towels were damp, musty, and had an unpleasant odor—they did not feel clean. The oils smelled old, unless that odor was coming from the towels. I have experienced massages worldwide in over 60 countries, and this was by far the worst in terms of hygiene, treatment, and overall service. When we raised our concerns, a goodwill gesture was declined, and we were required to pay in full for services that were not worth the cost. An apology alone is insufficient when systems are clearly failing. This location needs significant oversight and accountability. I strongly recommend others to steer clear of this branch. ---------
*** UPDATE 14th Jan 2026: Management responded privately but did not take responsibility, altered key elements of the timeline, and failed to address core issues. They did not acknowledge that my relative was informed she could not have her treatment after being taken into the treatment room and undressed, rather than in the waiting area when the forms had already been reviewed. My complaint remains unresolved. Instead of addressing these failures, the management stated they would “consider taking action” in response to this review. This review is not about being "negative", but about transparency, honesty, and accountability. It reflects our genuine experience, and I am entitled to keep it public.

Date of experience: Jan 14, 2026