Rude Manager and Extremely Bad Customer Service

I booked for 3x half day packages for my mother’s birthday. The booking consisted of 3x60 min treatments. We only received 1x60min treatment and the others were 30 min and 45 min.

The explanation we were given was that it is our responsibility to specifically request for a room to accommodate people (a booking for 3 does not say that we want a room for 3??) Otherwise 1 person is automatically placed into a room on their own (I explained over and over that this takes away from the experience, why would I book for 3 people just to be in separate rooms??). There was ZERO communication about this when I made the booking or when I arrived (on time) at the spa.

The manager, Asanda, was dismissive and unapologetic about our experience. When I requested a refund for the -30min treatments we did not receive, I was basically given another middle finger by a Tasneem. No apology, no offer for an alternative way to make up for the unsatisfactory service we overpaid.

This experience of bad customer service completely takes away from the beautiful property.