Manisha B.
Very disappointing experience from…
Very disappointing experience from start to finish. Before booking, I specifically called to confirm that Elemis products would be used for our treatments. The member of staff I spoke to advised that the treatment would be classed as a deep tissue massage but that Elemis products would be used and that pressure could be tailored to individual preference. Unfortunately, this was not what we received. The person in our group who specifically requested a deep tissue massage did not receive anything close to a deep tissue treatment. It also appeared that ESPA products were used rather than Elemis, as the products smelled identical to those used on the rest of the group. To make matters worse, one of the therapists displayed a poor attitude which made us feel uncomfortable and unwelcome. As a group, we all left feeling disappointed and dissatisfied with the service. (The therapist did not even say hello or goodbye.) The treatments provided did not match what was discussed when booking, and despite raising our concerns, we have been left feeling that our complaints have not been taken seriously. I would not return or recommend this spa based on our experience. UPDATE: What has made this experience even more disappointing is the way our complaint was handled afterwards. Rather than acknowledging our concerns or attempting to resolve them, the response we received was dismissive and implied that our account of events was untrue. We felt as though we were being accused of misrepresenting what happened, despite simply providing honest feedback about our experience. No meaningful resolution, apology, or goodwill gesture was offered, and the spa has refused to take any further action. This lack of professionalism and customer care has only reinforced our disappointment.