I booked this for me and my partner for our anniversary we were looking forward to it, the deal as a whole we loved, but I am very unhappy about the service we received. As soon as we arrived we were not given a consultation which should be given on arrival, I explained to the girl at the desk that we were booked for the spa package and I gave her the name and asked if she wanted the reference number, she said “no” and just gave us robes and towels and told us where the changing rooms were, no explanation of where to go for lunch or where to go for our treatments and was not shown anywhere, we were clueless. She could not have cared less.
She didn't even explain how to use the spa. We weren't even aware that the spa had 3 floors.
Going by the email I received I knew lunch was at 2pm so me and my partner ran back to the changing rooms and got ready for lunch, we came back out to the desk and it was the same girl, I asked where the lunch was and she was rushing speaking to us to get to another guest. She said its up the stairs or through to the right, so we walked to the right and it wasn't there. Went up to the stairs and one of the girls upstairs explained to us that it was through to the left. We walked in to a whole load of people sitting with their robes on, and we were confused because we had got ready for lunch expecting it to be formal. Came back from lunch and asked the girls upstairs where to go for the massages, one girl explained that we could come back up when our time for massages was, I explained to the girls we were confused as to why people were in their robes at lunch, she then told us that we should have had a consultation with them and been told that we could have went to lunch in our robes, so we had to go all the way back down to the changing rooms and get undressed again to get massages. We were totally satisfied with the deal as a whole the spa was lovely and so was the food and the treatments! But we are appalled at the service from one of the staff! We are really angry about it as we spent a lot of money for our anniversary, and a place like that to be having service like that is unbelievable! The girl did not help us at all! Didn't know what she was talking about and it felt like she just wanted us out her sight, she just couldn't be bothered and for this purpose we will not be returning! I am appalled.