Horrible unprofessional experience

I received a unprofessional couples massage experience on the 31 March 2021.

I should mention I have been to cape royale 3 times before this experience and have never received such unprofessional behavior.

Myself and Boyfriend had booked a Massage Experience. Upon coming to the hotel, I understand there is covid protocols and that we needed to wait downstairs for spa staff to take us upstairs to our appointment, this caused us to be late for my initial booking at 1pm. I communicated this with the staff member at the front reception desk and he assured me, that no time would be taken off my treatment.

Firstly, I never received any refreshments at all. Wasn't even asked. Yet my voucher allows for this. Upon going into the massage palour, we were led by one of the staff members, she professionally explained how our massage experience would play out and asked us which massage pressure we wanted and I explained not to give me a head massage as I had had my hair done and to please spend this time on my shoulders and neck.

The two ladies entered the room. Did not dim the lights to create the massage experience as has happened on my previous 3times also having a back scrub done. To my surprise, my lady was chewing bubblegum so loudly, even popping bubbles. This does not create a relaxing experience at all. My boyfriends staff member, was just rubbing him, no sequence of rubbing, no massage.. Just rubbing. He paused and asked her to please massage or rub with intention as my lady was doing sequences and massaging the scrub into my back, it felt lovely, he had a completely different experience. He had to stop her on two occasions to please just ask her to massage him with intention.

After the second pause, she pulled the towel off his head and now proceeded to have a conversation with him. He explained, he also just wants to have a good experience and go home feeling relaxed. After both ladies barked at him when he calmly asked just to massage or rub the scrub into his back with intention.

As the massage went on. It seemed they had realized the lights weren't dim, and then dimmed the lights. It was too late to create this experience, they had already made the environment hostile. They had soft conversations with eachother that they thought we couldn't hear and thought speaking in their own language would allow for us not to understand. But this made us feel all the more uneasy as we could understand.

Lastly, due to them having a conversation, our massage time was taken, no time was spent extra on my shoulders to compensate for my head massage. As we left, they stood outside the room, waited for us to greet them and to ask them how to exit the space. Why would it be a necessity for us to be lead inside but when it's time to leave they left us to our own devices to wonder our way out of the establishment.

As I read the voucher it's a back of body massage, "body" as I understand to be meaning the whole of the back of your body?. Please correct me if I am misunderstanding this concept. Only my legs and my back were massaged leaving out the back of my arms.

I'm very disappointed by the experience I received from such a well-known and supposed to be 5 star hotel.