I have been going to spas in NZ, Oz and US for 20 years and love them for feeling pampered, great service and coming out totally blissed and relaxed. I have trained and practiced in spa management and treatments, so I do expect high standards from a spa. This is the first spa experience I came away feeling totally disappointed, not relaxed and wishing I had not bothered booking and finally angry. I should have picked the vibes better from a colleague at work and my hairdresser, they had that hesitation in their voice when I asked what it was like. I booked a East Retreat $530 for 315mins. .On arrival was taken through choice of massage and facial oil and which scrub treatment, offered detox tea or lemon water. Taken to changing room. Changing room is really tiny, really just toilets, lockers and one shower, (have more room in my bathroom at home to change), had to move a number of times due to people having to go to toilet and me and the locker being in the way Given a bathrobe, which I would have thrown out due to the shabby condition. Steam/scrub was good but there was black mold over the floor and the vichy shower was rusty and chipped. Had shower after and the water was filling up due to blockage in shower waste pipe. Had great massage but as someone had forgotten to ask me at my initial consultation my choice for lunch, had to have lights on and make a choice before my facial. Relaxing not, but at least my therapist noticed the error. Next told to get changed, no one takes or tells me where to go so have to ask at reception and am told to wait in "relaxation room" - hardly that right next to main thoroughfare. Waiter who gave me lunch was the best customer service of the day. Had lunch, had to get up and ask again what what to do next as no one checked up on you or made you feel pampered in any way, it was more like a vibe you were interrupting them and they wish you would go away.Was finally asked if I would like a detox tea or water Was taken upstairs to nail salon, hardly a spa experience. Rachel was great and tried to make up for the low level of customer service experienced. Was given East Manicure and pedicure which I queried at the time but was told that was what was booked on the computer. As I had booked a month ahead couldn't remember exactly but was sure it had a warm milk soak. Was taken back down, in the changing room another customer said that there was an argument in the "relaxation room" which was not taken out of the room so that ruined any relaxation she had from her treatment. When I got home I checked on the "experience" and I should have had a Warm milk and sandlewood man/ped. Phoned to query and no one got back to me when they said, emailed and was suggested that I pay another $120 of treatments and would get an upgrade to compensate. This will not be happening. If you want a one off spa treatments but made to feel like cattle come her either rushed to one treatment or the other or left to wander around lost feel free to come here. If you want the true spa experience and come away feeling special, pampered and feel deliciously relaxed and not having to think,do not book here.
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