Decline customer service

I've been to Soulstice Day Spa in Pretoria for massage treatments on more than one occasion. The experience has generally been good, but they are no longer worth a 5 star rating. The experience of my last 2 visits during 2018 will lead me elsewhere in the future.

Ladies change rooms: - Upon arrival you are sent to the change rooms with instructions to collect a gown and slippers from any open locker. The only gown available was multiple sizes too large and had a stale sour smell. - After the treatment I went for a quick shower, the drain was blocked and I was soon standing in a puddle of dirty water.

Massage treatments - The treatment rooms are very impressive. well insulated against outside noise and the light therapy adds a nice touch. - The massage treatments and the******s have always been great. - On the last occasion our the******s came to fetch us about 10 minutes after our scheduled time, we did however finish on the sceduled time. I don't much appreciate my treatment being cut short to catch up on behind schedules.

Jet pool - The jet pool has generally been a nice experience, though on our last visit it was dirty, we could see algae floating around on the bottom and it was not smelling great.

Restaurant - If visiting on a Sunday it would be best to book meals and drinks in advance. On my previous visit my friend and I ordered wine and lunch, but had to go through a few rounds of orders before we could find something that was in stock.

Admin This was the really aggravating part of my last visit. I had paid via EFT 8 days in advance, as we were not planning on having lunch or any additional treats, and had to get going shortly after our treatments. On my way out one of the reception staff stopped me and requested I come settle my bill. I informed her that I had paid via EFT, had emailed the proof of payment a week before, and had received a confirmation mail that all was in order. She then rudely informed me that this was sufficient and that I had to wait round while she checked bank statements to verify my payment. This situation was handled completely unprofessionally, not only had she had more that a week to check for discrepancies, she made my husband and I stand at the reception counter like fools, in front of other guests, while checking our integrity.

Summary Service has gradually been going south, no longer worth the extra cost.