Most unprofessional spa experience ever.

I don’t easily give 1 star ratings, but this was horrible.

Treatment morning, they confirmed that we could add a 6th person to our fully paid, booked, and confirmed group booking of 5 ladies doing the R200 45-minute massages (as per their price list they sent us)(for the same time slot and treatment), and that it’s fine to pay for the 6th person at the spa. When we arrived, however, we were told that they had booked 4 people for 60-minute massages of R250, not the 45-minute massage of R200 for 5 people like we had confirmed and paid for, and then they claimed they couldn’t accommodate the 6th person at all. Directly contradicting what we had discussed earlier & totally messing up the initial booking. We had to wait a while but after going through the conversation where the booking was made, they eventually proceeded with the treatment (late). Then a lady came and said that she will massage the 6th person if she really has to, that we must just wait 15 minutes and we said okay. That never happened.

Despite booking two chairs for ladies with medical needs (one for surgery recovery and one with vertigo), they ignored this and put the lady with vertigo on a massage bed. When booking, I was told they didn’t have massage chairs, but I said any comfortable chair would work fine, and they agreed to it. Yet, they still placed her on a bed. The other lady who requested the chair as she had surgery was left waiting in her towel for nearly half the treatment time as they said they would bring a chair for her but didn’t. She did not know what was going on & felt uncomfortable so she just got dressed.

The massage was constantly interrupted. The receptionist came in during our massages, demanding payment for the 6th person, and we told her that we’d pay when we’re done–as we were mid-massage laying on the beds covered in oil and just a towel–and she said okay that’s fine. She left, but shortly after handed a card machine to the lady who had surgery (who paid for her massage but was kept waiting/didn’t receive it), telling her to bring it to us mid-massage so that we can tap for payment. Extremely unprofessional and inconsiderate.

Unhygienic. The beds and all the ladies towels were oily. My towel even had two wet brown stains on it. The the******s all laughed among themselves during the entire massage and spoke to each other, the environment was noisy, and there was constantly people walking in and out of our room, even with one of our ladies being massaged right at the door. I assume this must be the norm for them since they were so comfortable doing this.

We respectfully tried to discuss the situation with the owner over the phone. Instead of taking accountability, we were met with hostility & she tried shifting blame to us. She ignored the fact that they made a mistake with the booking & insisted that the confusion was all our fault, despite clear evidence to the contrary. She tried at every angle to twist the story and put it on us. She called me while at a wedding and spoke very condescending and inappropriately to me– even those seated around me could hear her and were disgusted at her tone and manners, the way she speaks over you, & how she puts off in your face when you can finally speak. She called one of the other ladies (who got store credit for her lack of massage) adamant in trying to shift blame but she ended up apologizing to that lady, as that lady was clued up in the entire booking process & knew everything so she wasn’t entertaining her or her rudeness.

The lack of respect, hygiene, and common decency + unprofessionalism made this experience incredibly disappointing. I would not recommend this place to anyone. If you want to spoil yourself or your mom, you’re better off finding a spa that values customer service, promises, and basic etiquette.

If not an apology, then please don’t bother responding to this trying to defend yourself, as you do with your other reviews. You’ve made it quite clear that this spa values nothing and takes zero accountability. I will add photo evidences to the above if needed.