I submitted a complaint following my recent visit, yet I have not received any feedback. On January 4, 2025, I booked a day spa for my mother and me, including an express treatment, to help her unwind after a recent surgery. Unfortunately, the experience was quite disappointing compared to our previous enjoyable visits. Upon arrival, we faced problems in the changing rooms, as several lockers did not function with the provided key fobs. The spa facilities were small and often unavailable. Relaxation beds were consistently occupied with towels and robes for extended periods, sometimes up to an hour, without guests returning. Although there were signs advising against this, staff did not seem to enforce it. Consequently, we had no suitable place to lie down and relax, and the only seating available was uncomfortable green deckchairs, which were particularly unsuitable for my mother given her recent surgery. This led us to leave earlier than planned. Many facilities were in poor condition. In the sauna, one of the small benches was positioned in front of the vent, causing the alarm to trigger when leaned back on. At lunchtime, several plates were visibly dirty. I brought this to the attention of a staff member, who seemed taken aback but took no action. Additionally, the dining area and salad section were untidy, making it hard to serve food hygienically. We both booked the “Express in the Clouds” treatment, which we felt did not offer good value for money and seemed more commercial than relaxing. Overall, we were extremely let down by our spa day and felt it did not meet the standards we had previously experienced. I would appreciate a response to this complaint and an explanation of how this experience aligns with the level of service the company aims to provide.
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Four elegant countryside health spa resorts, two luxury spa hotels and three tranquil city spas offer a relaxing refuge from the everyday.
