Very disappointing experience at Casuarina Spa, Cape Royale Hotel.

What a disappointment! My sister-in-law booked a spa package for my mother-in-law`s 60th birthday, for her and 5 of her close friends and family for today (16 December 2019). The package was boughy through Wiki Deals, and the appointment was made months in advance. When we arrived there, we stood at the front desk very embarrassed, as the lady at reception told us that we had no booking. After my sister-in-law said that she spoke to the lady doing the bookings twice, the lady at reception said that there is no booking, no space and nothing she can do about it. She said that the same thing happend to another couple today. My sister-in-law could not remember the name of the lady who she spoke with to make the appointment, as it was made months in advance. The lady at reception said then there is nothing she can do. This would have been the birthday girl's first spa experience. We said that that this is unacceptable, as my sister-in-law spoke with the lady twice for the booking times. Inturnal procedures was not followed. The lady at reception was unprofessional, she said, in a agitated tone of voice, that she is trying to be civilized here. That gives the client the indication that you are about to loose your temper. We traveled far to make my mother-in-law's day special, she was so disappointed, and so were we! The whole day was spoiled! The lady at reception did not make an effort, whatsoever, to accommodate us. She did not speak with the manager or supervisor to help sort out this problem. All she said was that is nothing she can do! That is so unprofessional! This is a booking mistake from Casuarina, which ended up being our problem!