Unfriendly atmosphere and lack of customer service

I booked an appointment for my husband’s birthday (22 January 2024) since we were at The Blyde and the Spa was closer. The lady sent me a text on the day of my booking to advise that they do not have electricity due to cable theft. She further advised that the cables will be installed the next day, power will be restored and she will call me the next day. I waited for her call and later tried calling just to get an update on the power issue because i genuinely understand the power crisis we have in our Country. 2 days later no call or update from the lady and mind you we have to check out from The Blyde and drive back home (112km away which is 1hr 33min away from the Spa). Eventually she rep**** to my whatsapp after numerous attempts of trying to get hold of her. The lack of communication really threw me OFF!!! She briefly apologised and we booked for 12pm on Friday the 26th Jan 2024… I was running a bit late and requested that we move my appointment to 12:30pm. We arrived at the Spa and we were greeted by a nice gentleman. He then walked us to the masseuse room and the lady did not even greet us, nor introduce herself to us as the hostess. She was very hostile and cold towards us. Client experience is important and would definitely rate this lady a detractor (NB: I am referring to her as a lady because she did not greet us, introduce herself nor welcome us to the Spa). This is not the kind of treatment and customer service we expect from such a place of rejuvenation. I have been to several Spas and i have received much better treatment than what i got today! The massage was good but the tension and unwelcoming treatment made it awful… Customer service is important and we need to learn how to be client centric especially if there were underlying issues during the booking. A simple welcoming smile and that personalised touch would have went a long way. I love supporting black business BUT Ubuntu abukho!!! An important character to have when you are dealing with people…