The day itself was fine overall. The treatments were average — nothing particularly memorable — and my friend’s Indian head massage was well below expectations. Lunch was okay, but the service was slow and we waited far too long for our food. What also stood out was the fact that no drinks were included with lunch, which feels unfair given the cost of a full spa day experience.However, the real issue — and the reason for this review — was the poor communication around additional charges. We were told that no extras would be charged, yet we were later informed that payment had already been taken without our knowledge. There was no clear explanation provided at the time on the processes.What’s most frustrating is the refusal to take responsibility for this lack of transparency. Rather than owning the error or acknowledging the miscommunication, we were met with defensive responses and no offer of resolution. It felt as though this situation was managed in a way that prioritised the business’s convenience over fairness to the customer — and that comes across as deliberate.For a spa that claims to offer a premium experience, this handling was completely unacceptable. I left feeling frustrated and let down. I will not be returning to Moddershall Oaks, and I would not recommend it to others based on this experience
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