Standard of service dropped

My name is Jane and i am very dissapointed with Mangwanani,as i feel like their standard or level of customer service has dropped.I had an issue which i had escalated to the complaints department and had given them a week or so to get back to me and I am yet to be contacted,and thus i have opted to voice my dissapointment.I normally use Mangwananis services,I have been to the Pivot and the River Valley branches and i only have good things to say about those branches.However on the 15th of March it was my friends birthday and i booked us a night spa,i wanted to book the Pivot but unfortunately it was fully booked.I then opted to use their other branch namely the Birchwood,which was a huge dissapointment,our arrival was not very warm,the receptionist was not at all hospitaple,we did not feel welcomed.We were directed to the what seemed like a dinning area.We were given gowns and told to go change,we were not offered refreshments upon our arrivals and were not told what the program would be as to now what to expect and since i have done this before i knew what to expect which is why i noticed a few things.We were given the pamphlet which normaly you have to document your experience with the different experience weather it be the host or the ladies who were massaging us.We were just given those and nothing was explained nor were we told to fill out the paperwork.Non the less,we were taken to the first session which was a shoulder massage,I noticed that there was no music,so i asked where the music was,i was then told the speaker is brocken.I eventually had to ask for refreshments as i realised we were not going to be offered anything at this point.We were the only customers on that day,which i thought we would get extra special treatment especially since it was my friends birtday,and that i had paid more than usuall for this package.The second session was the foot massage,during this session there was music playing,however it stopped mid way through our session,i had to asked as to what had happened to the music,the lady stopped my session and went to see to the music which i felt was not ok,as that disrupted my session and thus meant my session was cut,when someone else could have sorted that out,as there were other workers on the day.Lastly our last session full body massage,we were sent on our way to the restaurant,at this point i hadnt said anything about my special requests i assumed they would sing or make some mention of my friends birthday.I assumed perhaps this would take place at the restaurant and end of the night still nothing.I was so imbarrased because i sang raving songs to my friend about your eatablishment only to be dissapointed.The fact that i even emailed to complain and no one seems to have bothered to try reach out to me,as a courtesy.And thus i decided to voice my dissapointment and just hope this kind of service will not bw handed down to another customer.Let it be documented that i had no problem with the treatments received from the ladies,just that what i had expected was a huge let down.I dont think Birchwood represented you very well,or upheld the standards i best knew mangwanani to be.