SHOCKING TREATMENT AT ARABELLA SPA

<p>After saving for a whole year, We excitedly booked 2 very expensive stress relief packages 6 weeks in advance. We confirmed the booking 3 times with Melinda and on the day of showing up, without any notice, they told us that one of our allocated the******s was absent due to a death in the family (which we respected and took the remaining available treatments)</p> <p>We later found out from a very irritated staff member that they **** to us about the the****** being absent and that she was indeed there but they had messed up the booking. We also found out about 10 employees resigning due to poor management. After sitting there, not being informed of schedule changes or being offered any refreshments ( unlike the rest of the customers sitting there) we decided to leave.</p> <p>We contacted Thys Burger, the quality manager. He apologized and promised feedback in terms of the above situation. After a few days we get an email from Thea Jacobs that our booking has been rescheduled - they totally ignored our complaint and just rescheduled without confirming. We rep**** to the rescheduling email to say to Thea that she must communicate with Thys regarding the phonecall that we were unhappy with the service and just rescheduling is not good enough. Thys was cc'd in this mail.</p> <p>They ignored that email too, on the day of the rescheduled appointment, they phoned and asked an hour after the appointed time if we were still coming. The communication is shocking as none of the staff members communicate with each other and therefore no ones knows whats going on. Within an hour Thys Burger phoned AGAIN and apoligized and said he will give us feedback. He was originally cc'd into all email correspondence.</p> <p>We received another email on the same day to say that Thys has spoken to management and they are offering complimentary tickets for our requested treatments which we were willing to accept. We also requested an appointment for the following week. We sent a follow up email 2 days after not hearing from them again and cc'd both Thea and Thys. After another 2 days we receive an email to say they are fully booked for the dates we requested and they will be able to assist us maybe the week after. After 2 weeks we only received the final feedback today. We decided we would never again use Arabella spa for any services.</p> <p>We did not want to originally complain on social media and we were trying to be accepting of the circumstances but we feel that this service is ridiculous for a 5 star hotel!!!</p>