Never book a treatment

Myself and 5 friends booked and paid for the half day spa! Well overall it was disappointing and when I raised the issue with the branch manager via email, I got a half hearted sorry and excuses for their bad service trying to justify. I escalated my complaint to the group customer services consultant who has yet to even acknowledge receipt of my email.

1st: Full body massage - due to the establishment being overbooked 2 out of us 6 were put in the shower as a makeshift massage cubicle, it was noisy and not a very calming atmosphere - the manager explained that when they are full they have to make a plan - meaning that they are more concerned about the quantity of customers than providing quality service! These 2 friends massages started late but they finished the same time as the rest of us! 1 friend only got a back neck and shoulder massage - not the full body! Manager failed to comment on this Another friend had an unfriendly masseuse who just disappeared for 10 minutes. Herself and another friend said they could feel that their ladies were just going through the motions of their jobs, wasn't satisfying and didn't fee like a massage. A very half hearted attempt by the masseuses. More like a full body tickle 2: Neck, shoulder and head massage - 3 of us found it to again be very half hearted and not very engaging. With the head massage all they did was put lots of oil in our hair and move our hair around and knot it. The other 3 found their ladies to be satisfactory, but not great 3rd: Leg foot and calf massage: Well my 1 friend didn't have a lady to do her massage, when I asked my lady as she was starting where is this person she just rep**** someone will come and she refused to go loo****! All the masseuses around could see a client not attended to but just sat and did not assist. After 10 minutes my friend got up and went to the dining area to enquire and then someone rushed through. She app**** the sugar exfoliator and immediately washed off to catch up to the rest of us. No extra time given to the client!!!! 4 out of us 6 were not satisfied - half hearted again and this time you face your the****** and they all sat there rubbing, not massaging our legs and feet and looking extremely bored!

If it had not been that we were a group of 6 and got to spend the afternoon together we would have hated it! However all of us have said we will never return as it isn't worth the money!

The branch manager said a sorry in the email - no follow up call to personally apologise and made excuses for the lack of service - either very fully booked so don't have enough space to accommodate clients in the environment they have paid for and providing sub standard service but it is okay as long as they are making money! Also misunderstood both times I told him that it is not that the the******s aren't trained, they are - they lack passion, motivation and they are just going through the motions of their jobs and are bored!

Head of customer service department at the Orion Group - no response! Enough said