Lost out on 2 hours at spa- money back?

B.Inky

I booked a day at a beauty spa over the weekend, and when I arrived, they’d had a small fire and closed for the day. They said that I could be transferred to another one, where I could still spend the day, which I did. However, the other spa was about an hour and a half drive away (they told me it was a 40 minute drive), so after all the faffing around, I missed out on 2 hours of my 8 hour day. I realise that it’s not their fault, but are they obliged (legally and/or morally) to give me some of my money back? I’ve been saving up for months to go and although I ended up having a good day still, the morning was very very stressful (didn’t really know the way and I had no sat nav with me) and I didn’t get the time I had paid for. Would it be reasonable of me to ask for a small amount of money back? I’ve not heard anything from them at all, although I understand that they’re open again now. There’s nothing in their terms and conditions about if they have to do this (although quite harsh penalties had I cancelled at short notice).

B

gordikin

Surely you must have had an idea the drive was more than twice what they said and left earlier? From where I live I know how long it takes to go 10, 20, 50 or 100 miles in any direction.

B.Inky

Sorry, I didn't explain myself clearly. The day was meant to start at 9am. I arrived at the first spa (the one that had the fire) at 9am, when I was sent to the othe spa. I had no idea where the other spa was, and got my map out so they could show me the location. So I wasn't travelling from home, I was travelling from the first spa. I don't have a sat nav, so I believed their estimation of the time it would take. But even if it had taken 40 minutes, I still would have missed out on some of my day, as the travelling time ate into the time I was meant to be there. Sorry for the confusion!

lucylucky

What did you miss out on?

Googlewhacker

I think so, I would ask for 25% of the money back as that is what you missed out on

B.Inky

Nearly 2 hours of much-needed relaxation! By the time they had explained the situation to me, and I've found my way to the alternative, it was almost 2 hours after the day had been due to start. You pay for the day- so from 9-5 and I didn't arrive at the alternative until after 10.45.

gordikin

I'd look for a bit more than 25% to compensate you for the extra travelling.

lucylucky

Write them a nice letter explaining that although you enjoyed your alternative, the spa day you had paid for was not actually delivered.

Point out the inconvenience, extra cost (petrol) and time and ask if they would be willing to make some sort of gesture (not rude) towards you.

You will possibly be offered some other spa related experience as this is much cheaper for them to provide.

If however you want money back then take a different tone stating that you did not get what you paid for and are seeking a refund.

B.Inky

Thanks you for the advice, it has had a positive outcome. They've sent me a voucher for a free day at the spa- which is way beyond what I ever expected them to do! Very impressed!
(If anyone is interested, it's Champneys Spa in Henlow.)