Disgusting facilities

I sent the below complaint to the Spa's management : I am writing about a recent experience I had at the Casuarina spa at the Cape Royal hotel on the 15th of November 2022. I have not yet had a chance to write this email until now but believe that it needs to be brought to the attention of the spa's management team, as well as the hotels. I bought the Moonlight couples package for my husband's birthday and was horrified at the conditions of the facilities in terms of cleanliness. When we got into the initial room where treatments were supposed to be done in, my husband noticed that there were ****roaches crawling in the bath. We alerted the the****** and she just picked them up with toilet paper and moved us to another room. Secondly, while we were getting our treatments, there was constant noise as there were renovations being done at the hotel. What was supposed to be a relaxing 3 hours was not very relaxing at all with all the intermittent banging and drilling. Third thing, when it came to the 30 min hydro tub experience, the water was so boiling hot that we took almost 20 mins out of the 30min slot to try and cool the water down. The the****** did not ask if the temperature was to our satisfaction nor did she explain how to let water out in order to add cold water. We had to get into the very hot water limb by limb and my husband actually nearly fainted when we got out not even 10 mins later as the water was just way too hot. What I expected to be a lovely experience for a special occasion left a really bad taste in my mouth and I really would not recommend this spa to anyone. I actually feel like, because I had bought a wikideals voucher, that I was not treated the way a full-paying patron would have been treated, had they paid R4000 for this package, and if I had paid R4000 for this package, I would have demanded my money back. Please ensure that you put measures in place to avoid this from happening to other patrons of your spa.

Their Manager, Shaheeda Rasdien's response: Good Day Tarren

I trust that you are well

I thank you so kindly for the email and informing us about your spa session

I was Informed by the the****** Nasipi that she had to move you to another room due to a ****roach that was in the bath

We do apologise about this as we do have routine fumigations that are ongoing and due to having restaurants downstairs and food we do have an occasional appearance of these little insects crawling around

With regards to the noise this was outside our control as there is retail stores busy with renovations and we are not informed of when they plan to drill or bang on walls extra

I will address the issue of water temperature and go over this with the The******s to ensure they take care of basic things like checking before allowing the client to step into the bath

Once again thank you for the feedback and I will most certainly attend to this

Thanks Shaheeda Rasdien Operations Manager

She is basically saying that ****roaches are inevitable in her spa, as well as in the hotel's RESTAURANTS? That is gross!

Regarding the noise, they would need to ask the retail stores to liaise with the spa staff, so that they can inform patrons, this is a WELLNESS spa where people like myself pay a large some of money to RELAX. I find this reasoning unacceptable. I would like this to be escalated to someone that is not just going to make excuses for unacceptable service!

What about the money that was paid for an unsatisfactory experience? I could have much rather used that money and gone to another establishment where my experience would have been pleasant, they are now telling me sorry and they will address the issue of the boiling hot hydrotub temperatures – but it is what it is? Not acceptable!

Tarren Mackay ***