********** Customer Service and Bad Treatment towards a pregnant lady

The hotel side was beautiful, the customer service was wonderful and the restaurant was also exemplary.

Now for my complaint.

I arrived at the spa at 11:50.

When I got there I told Sam that I’m anele and I’m here for my appointment with my husband however we won’t be using the jacuzzi as I’m pregnant and still in my first trimester so I can’t.

She then proceeded to give me the most horrific experience of my life.

She said we can’t get the massages as I’m pregnant and should’ve requested a pregnancy massage.

I stated that I wasn’t made aware of that nor was it written in the terms & conditions but I did tick that I’m pregnant on the form I was sent for my husband and I.

She ignored this.

Then proceeded to say I’m rude and I asked how cause I’m trying to explain to her that I booked.

She kept saying I’m wrong and was supposed to inform the spa that I’m pregnant when I called to book.

I said I didn’t call and booked everything online.

I then said it’s okay we won’t do the massage but can I get my money back then.

She said I won’t be refunded and I left then went to reception.

At reception Kagiso and Joy called her down.

She still proceeded to be extremely rude to me and to speak to in in an extremely disgusting manner, Joy tried calling her aside and was telling her that’s not how a client is spoken to and she ignored this and kept talking to me rudely.

I have never in my life been disrespected like this she even said I’m claiming to run a business but I’m rude, I was never rude to that lady in any way shape or form.

I got to reception extremely upset and was not rude to Kagiso or Joy, if I was a rude person then surely I would have been rude to them to but nobody else in the establishment can say I was ever rude to them.

Even Sam I kept asking her to not speak over me as I was trying to explain over and over that I wasn’t informed that pregnant people can’t get the massage.

I’d like my money back please for the spa that was paid as I will never be coming to Vivari again, Sam left a very unpleasant taste in my mouth.

Worse today is my husband and I’s anniversary but she’s ruined it for us and we had to checkout and leave.

Please teach your spa stuff customer service plus how to deal with clients, I’m horrified plus traumatised at the experience I received.

To make matters worse I’m now being told that they won’t refund me unless I delete my review.