Parkhurst branch lacking - No response to numerous serious complaints

I had a booking on Sunday for a couples’ massage and a couples’ facial at your Parkhurst branch. I do feel that I need to bring to your attention the dissatisfaction experienced Sunday by both ourselves and another client. I am sure that they will also contact you as they left in a state of rage. My general experience with MoiMooi has been far from pleasant up until now. The only reason we keep coming back is because your the******s are very good and super friendly. As for the rest of your service offering, it is lacking. Sunday we had a booking for 10:00, which I made 4 weeks in advance but my allocated the******s were nowhere to be found!! On arrival we received a friendly greeting from the the******s who also made us a nice cup of coffee as we had to wait a little bit. Later Prudence came back to say that there aren’t enough the******s and they could only assist us one by one. This also enraged the other party of 2 that was so unhappy with the service received that they just left. At this point they had already requested the number of the manager Roeline who communicated with them via Whatsapp only as she was not interested in answering her phone when they called. She said to them that this has never happened before and that another the****** was on her way – both untrue. One would expect a Manager to not only answer her phone, but to come in and ensure the so called the******s actually show up! We were there up until 13:30 and still at that time no additional the******s had come. Prudence was left to deal with angry customers whilst the Manager just didn’t care to apologize or correct the situation!! My guest and I decided to go sit outside and wait for someone to become available to assist us with our 2 bookings. Prudence again jumped and ensured that the table and chairs were clean and it was neat and tidy.. but the pool is in such a horrible state that it puts a complete damper on the experience! Another amenity that should be available to clients, which is just in complete disrepair. We couldn’t access the main toilet and had to make use of a little blue toilet in the back. One that I can’t imagine you would expect any guest to use. Eventually when Prudence and Emma was able to assist we received our treatments in the bottom waxing room, with clients waiting just outside the room at the pool, having a fat chat on their cellphones. Not a relaxing spa environment to be expected when having a massage and a facial! Whilst lying on the bed looking at the floor all I could see is the wax and dirt marks on the floors. The paint job and oil smudges on the walls are again so shocking that I can’t imagine you would let a guest even enter such a room. I am happy to say that the treatments themselves were amazing as per usual and that Prudence and Emma were extremely apologetic and did an absolutely amazing job. This being said, I think that the Management and the spa is definitely not up to standard. Other than the disinterest to communicate with clients and fix the problem the general filth and tackiness of the venue is absolutely shocking. To expect a the****** to handle angry clients whilst Management is uninterested in problem solving is just ***ardly. As for the client services department, they too are not up to scratch. When my profile was initially loaded onto your system your staff had such a great disregard for me as a client that they could not even go through the trouble of spelling my name correctly. I have now complained and requested this to be amended for 2 months.. but nobody gives a damn! The concept is great and your the******s are very good, but as for your Management, customer service and facilities – I cannot say the same! As much as I might still make use of your services due to the quality of the treatments, I will not bring a guest or refer a friend to make use of your facilities, it is just a disgrace. I have never dealt with a company that so grossly disrespect their clients and their clients’ time, and I do think that this should be made known. I can say with absolute cer*****y that at this rate you will be losing a lot of clients in the very near future. I look forward to receiving Senior Managements’ response to my numerous complaints.