I had family members visiting from back home in England and for Christmas this year I had decided to give them a day at the Spa including two massages, Instead what I was met with was a huge display of incompetence and a complete lack of organisation and to top the whole experience off, a gross lack of sincerity or sympathy for a series of errors created by the staff themselves, in fact the staff left us we leaving that we had actually made the mistake.
I booked this through the telephone with them as online what I was looking for was not a compatible package; I simply wanted entrance to the spa and the ginger massages for two persons on a single a receipt. I was passed from department to the department the first lady told me it was possible to do over the phone and passed me through to the Spa to make an appointment for the massages. I asked for 2pm if possible, however was advised 3.30pm was able left my name and then was passed back to reception to give payment details etc. I asked on the phone if they could send me booking through email, was told this was not possible and that i could arrange postage or come to collect them myself. I said that I would come to collect them the following day.
The next day I drove to collect the booking and vouchers so I could present them to my family members as a gift for when they arrived. I went to the Spa reception, was told they are not kept here and that I had to go to the Hotel part to collect this, at this point I am really losing patience already as I am running round like a blue fly the same way I felt with being passed round back and forth on the phone. Terrible Customer Service and Organisation.
Family arrived: We went to the reception, this is so far the only part that has worked well. We enjoyed the heated pool had a look around the Spa and so forth, I decided to confirm the massages at the reception while we were nearby, gave name and the time and was told everything is fine see you at 3.30pm. So my family went to get their massages while the rest of us stayed in the pool after max 10mins later they are already back, Apparently they were told very abruptly you are too late and sent packing, as it unravelled two names had been booked similar to my own at 1 for 3pm and 1 for 3.30pm despite me booking 3.30pm and then even going to check the booking was all good to go and told yes it is 3.30pm, They had been booked for 3pm !!
told you are too late and sent away, at this point I was embarrassed, I had arranged this as a christmas gift for the incompetence of staff to ruin the whole day, not once had they been apologised and made to feel like a nuisance.
I have since asked for a refund of 112euro for the cost of the massages for which I am told it can only stay on the gift card, the guests have left and they must be in another world to think I would ever put my faith in this diabolical company again. No managers were also available to speak to on the day of the incident and was told that I MUST call them the following day to resolve the payment, To which I replied i will not be calling anybody the General Manager can call me the following day, I have since waited 2 days with no return phone call.
All in all, a disaster of service and it must be a daily disaster for the staff to work there because no department seems to want to speak to other and will happily allow this customer to do all the running around.
To sum up; AVOID!! You will made to feel like you are trespassing it is over-priced in comparison to what is available and if you run into a problem FORGET IT !! They do not care, you wont get a refund an apology or anything to compensate for the errors, instead you will leave out of pocket an furious you allowed yourself to be treated like an idiot.
