Disgusting Experience - Mangwanani - Pivot

I would like to bring to your attention incidents that took place at The Pivot Branch whilst trying to have a relaxing spa day for my birthday with my mum and two close friends.

Booking Made for 4 people Treatment date: 06 July 2019 - afternoon slot Branch: The Pivot

Problems We Experienced:

Rooms & Gowns: 1) The locker and treatment rooms were dirty & did not have adequate towels. 2) Cold & small - no space to move, no space to sit down and change properly. 3) No mats to stand on. 4) Gowns were torn, felt like cardboard and looked shabby. 5) Beds for the full body massage - the space when lying on your tummy face down - is painful considering the beds are covered in tough plastic.

Meals & Drinks: 1) Veg food offered was unbelievably disgusting! It looked like regurgitated food. How can you serve such meals? A basic soup and garlic roll or salad and soup would have been the safest easiest and decent meal - I mean the options are abundant. There was no thought that went into the taste/preparation of the meal - my 6-year-old niece will do a better job preparing and serving a meal. 3) There were no labels at the tea station - so you didn't know what you were having. 4) The urn is not the easiest to use - all 4 of us were burnt. 5) The soft drinks served were flat. 6) The chocolate that was given once all treatments were done - literally tasted like chocolate from 10 years ago which was used to bake/cook with.

Treatments: 1) Not planned properly, we literally felt like cattle being shipped in and then out. 2) Treatments started late and ended on time - therefore, complete 1 hour per treatment was not a reality. 3) On the forms given to us to complete - it mentions we should pick an oil/cream option - each containing a combination of different variants of essential oils - the cream/oil mixture used on us did not match what we requested.

Employees: 1) Lack of attention to detail. 2) They have no clue how to effectively and efficiently direct traffic to/from and between treatments. 3) The******s do not pitch up to treatments - we sat waiting for a the****** to arrive - employees need to know where and when they are meant to be stationed - I should not have to go looking for a the******. 4) They do not know how to manage guests and other employees regarding noise levels. After complaining more than 5 times about the noise levels within the first 10 mins of the first treatment, I literally stood up and left my treatment to go look for the manager to complain about the noise considering after asking for her numerous times she failed to make an appearance let alone manage the noise. I walked over to the reception desk where I informed a lady that if the noise level was not dealt with I would change, pack up and leave. The staff behave like its a social night out creating an immense level of noise banging/sliding dishes and furniture. The talking, giggling and screaming from one end of the spa to the other NEVER stopped. People go to spas to relax in silence, not to feel like they sitting in an IMAX Movie with surround sound. It was the responsibility of ALL employees to ensure that guests (and fellow employees) are in silence. 5) There was no serene spa music, when we asked for some, some weird strange music that was far from relaxing was played. It was so loud, again, I had to stop my treatment to get the the****** to go ask for it to be turned down to an acceptable level.

To sum up the experience - we are appalled at the dismal level of service from a 360-degree perspective. We have decided to cancel the future weeks' plans for our families to attend. We would rather spend more and get treated with the care and respect we expect when going to a spa.