Unprofessionalism, reflexology team told us after massaging us that they are cleaners who massage clients feet. Not the******. Still paid full amount even after excluding a treatment

De oude kraal On the 25th of July 2018, i called De Oude Kraal and made a booking specifying to lady that we would like to choose our treatments when we arrive, and i was told that i have to choose the treatments prior because management has to book the The******s for the day etc, I understood and chose a massage and facial for both, letting them know, that we have to be at the airport by 17h00. the agreement was that we would arrive at 10h30.

The morning of the 26th of July 2018, we realized that we were going to be late, and i took the phone and called the Spa, alerting them that we were going to run late, however we will still pay the full amount due to our commitment to the spa on the day.

When we arrived, we were taken to the Spa and had our first contact with a lady by the name of Augustine, which after the entire day of her directing us of where to go etc, we were told that she is a Receptionist. We have never received such an unpleasant and angry face at any Spa or Wellness areas, and this lady, did not have a smile, she asked us to fill one form and she said it will count for the both of us, which was surprising because that form accommodated information for one individual, and cer*****y our medical condition if we had any were different, let alone personal detail of being either male or female. After a few minutes of Augustine directing us of this, Sharon then came and game me a form and asked me to fill it. We all stood at the reception area debating which treatments to do, because now the time was not allowing for what we initially booked for. We then followed Augustine and the day resulted in unpleasant regret for us due to the following: We were welcomed by a receptionist who was very unhappy and gave a tour of facilities without caring but she was speaking her script and did not wait for us to speak or ask questions and she moved on. (No smile, just unhappy).

We were taken to the massage area and it was more like putting oil on the body than a massage which the second time Sharon was informed the second time around of how we preferred the massage. (Which she did not give a good massage), like we said it was like putting oil on the body.

After the massage we were left in the room, and was not told whether to leave or wait in the room to be called, and we waited in there, up until we decided to walk out of the room ourselves. (No communication)

On our way out we met Augustine and we were told to go into the foot/reflexology room to get our feet treated, this was by far most shocking experience for us, because knowing what reflexology is, and the ladies were rubbing our feet, we asked them questions about the pressure points, and we were told by the The******s, that they are actually cleaners, they were just taught to do feet and they did not go to school for it. Needless to say, the foot treatment was nothing but a simple wash of the feet and putting lotion. The ladies said their occupation at the Spa is to clean.

Time for lunch, we set outside and with no attention to us, we wondered f we were getting the restaurant food, but we sat there for than 20min with no attention to us, and finally Augustine comes to us and tells us the food is ready. I thought they were probably preparing food, but to my surprise, the food was already prepared, and the food was half finished no rice, beef and salads, and cooked corn bread, which was the only thing we eat and we asked why are we not getting restaurant food, and only then Augustine says to us, we have a choice to do if we want.

Food was then ordered but it was now time for our next treatments, we went back and facial began by the lady washing my face and the first layer of exfoliation, burned my skin, and she tried another one, and still my face burned, and after trying this, and decided to stop, the The******s ask me f I do not want another massage, at this point i was irritate by the incompetence of everybody and trying to keep calm, because as a 5 star spar, surely you must have other products to accommodate extremely sensitive skin such myself, i said it over and over that I use Thalgo products or Babor and Sharon told me that Thalgo has been discontinued, and yet I was never offered anything else

I asked to leave the room because clearly I could not do my facial.

I went to get my laptop to work and wait as i say the team carrying our food, once i was done I walked in the lounge, and i found our food not covered from 20 minutes ago and bees flying around them, i asked if that is our food not covered, and Augustine instructed the cleaner/foot massage lady to get something to cover our food. (hygiene).

We got the food and the neck we ordered mine was extremely dry and Marie-Louise has since given us R250 refund for that, which I told her it’s not about the money, the stand that was set for me has unfortunately been lost because of today.

Then the The****** Head came to speak to me to tell me that because I only did back and shoulder massage and with no other treatment, they won’t charge for the facial, because their products burned me and I did not do the facial, surprisingly, when i received the invoice at home, we paid for the full treatment. ( Even if there was not facial or a substitution of product to give me a facial.)

Bottom line for me, is that De Oude Kraal sold me class and high standard, and i got nothing close to that, it doesn't matter how many Spas one goes to, the treatment and attitude of staff actually relaxes people, and we were in a Spa feeling unwelcomed, after driving so long and by passing other Spas and only to find that the team is unprofessional.

Moreover, I sent the very same complain to them on the 26th of July and I still have not heard from them.