Pathetic service !!!

I am writing this email as a very very disappointed and upset client.

I received poor welcoming from Natasha who is supposed to be a manager . We couldn’t find the people to do the massage until we had to call reception and walk around the pool area at the palazzo.

Michelle’s massages were not good- poor to say the least. I have been to many mangwnani’s but the one done at the palazzo was very disappointing.

At first the massage was extremely light though I had noted medium massage on the sheet. I then told her to give a little more pressure as it was too light and I could not feel anything . Then the massages became too hard on my legs and I had to tell her to make it less hard as it was now painful . It disappointingly started to rain and after the first msssage she said we need to do it in our room but it would be 2 hours for my hubby and 2 hours for me which needed to be done separately one by one due to covid, which I understood but it would mean that we had to have an extra 2 hours which would mean we would miss our reservation for dinner. So we said if it was ok we would like to continue and if they started getting rained on they should say . The ladies agreed. I started getting rained on. I asked the ladies if they were too and they initially said no. We continued and the massage i got for my back was like someone just putting lotion on my back - I now was getting frustrated and just wanted the massage to end as I was not enjoying it at all. I asked when the massage would finish. I ended up getting so annoyed as the massage was poor that we Stopped the massage even my head massage together with my husband said stop because now there was only 5 minutes left . It would be pointless to do the head massages as even the rest of the body massages done were so poor. I didn’t even fill out the sheet and my husband too to note the experience as I was so annoyed and just wanted to leave. After spending so much money at the spa and stay package I was so looking forward to some rest and but was so disappointed

Today as we were checking out the hotel I asked that I would like to put in a complaint and they called Michelle . She was very defensive and took no responsibility or accountability but instead was blaming me saying I wanted to massage hard and changed.wow!!! The service received was so poor . She walked away from me when I said to her I didn’t want to discuss with her as I wanted to mail the regional manager as I suspected she would be defensive - which ended up being true . I wasn’t happy . she just said ok and walked away.

Very very disappointed with the service received at mangwanani at the palazzo - even more disappointed at someone like who is supposed to be a manager .

From this experience , I really don’t think I will use the mangwanani palazzo again