Disgusted with my experience here. I am waiting for a refund.

I’m extremely disappointed with my recent experience at this spa. I purchased two packages for my mother’s birthday, having supported and visited this spa over the years, and trusted that the standard would be as good as before. Unfortunately, this visit was completely unacceptable.

Firstly, we did not receive items included in the package, such as the mocktails. The gowns provided were extremely old, damaged, and had an unpleasant smell. Another guest in the changing room even raised the same concern, so cleanliness is clearly not being maintained to an acceptable standard even though management claimed that it is. There no is proper order, how does it make sense to have a massage before the rasul chamber - (the the****** even agreed with us), which they recommend knowing the room wasn’t working. Instead we were told there were clients in there when we asked to go in there first. They have security tags of used oily flip flops and gowns that look like they’ve been through WW2 - which is frankly insulting and makes clients feel like suspected *******. The locker assigned to us was not functioning, and we were not offered any refreshments throughout our visit. I had specifically booked a package that included the Rasul chamber, but we were told it was occupied by other clients. This turned out not to be true—the rooms were simply not operational. Being misled in this way is very concerning.

This experience was especially upsetting as it was meant to be a special celebration for my mother’s birthday. Instead, we had to leave and book at another spa at additional cost.

I have requested a refund, as I do not wish to return. A voucher is not an acceptable resolution given the circumstances and the level of service received and I had very clearly told them I will not be returning, multiple times. The department has stated they don’t want to refund me as per “policy” which is unacceptable so I will be reporting it legally and posting about my experience. I had given them the chance to make it right. This is honestly disgusting treatment.

I am genuinely shocked at how much the standards have declined compared to previous years. I’m even more shocked with how we are being refused a refund and the lack of understanding by management. This experience was deeply disappointing, it ruined my mother’s birthday. I hope the spa takes accountability and addresses these issues seriously.