I was genuinely excited to visit this spa — my partner had booked it as a surprise for my birthday, and also because I had lost my Nan just two months earlier and he wanted to do something special to cheer me up. Unfortunately, the experience has been nothing but disappointing.Our original booking in August was cancelled the day before due to the spa “not being able to gain access to the building.” We decided to give them the benefit of the doubt and rebooked for 5th December. However, just a few days before our visit, we received another cancellation call, this time due to “landlord issues.” After reading other reviews, it’s clear this is a recurring problem, despite my partner being told it was a rare occurrence. They’ve also said they contacted us 9 days prior to our appointment which is a complete lie, it was much less.Both times, we were contacted by email first, emails we didn’t see straight away and only received a call afterwards. If you’re cancelling something at such short notice, a phone call should be the first point of contact, not an afterthought - not everyone is able to read their emails immediately. Because of these last minute cancellations, we’ve lost out on non refundable train tickets and a hotel reservation, costing us a significant amount of money. Although we were offered the chance to rebook for a third time, we declined — the birthday surprise was already ruined, and given the growing number of negative reviews, we no longer had any confidence in booking again. While our treatment was refunded, our request for compensation for our wasted travel and accommodation costs was completely ignored.To make matters worse, we received a call yesterday from the spa offering an extra 30 minutes of extra treatment, something we had already been offered after the first cancellation, showing they hadn’t properly reviewed our situation. They keep making out like it was a complimentary offer but actually really frustrating because they offered this prior then again a second time & it’s like they thinkIt justifies the fact that they cancel last minute for what seems to be reoccurring excuses. They also asked my partner to remove his negative review simply because they had issued a refund. Not only is this inappropriate and against Google’s review policies, but it also feels like an attempt to silence honest customer experiences.Overall, this has been a frustrating and expensive experience. If a business repeatedly cancels on paying customers and refuses to take responsibility, I would strongly recommend avoiding it. Such a shame as there’s a chance it could’ve been a nice treat.
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