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Lastminute.com spa rip-off and poor customer service
svcoolgirl
Posts: 2 Newbie
I booked 2 £10 massage treatments at the Hilton hotrl Park Lane. When the voucher arrived, it wasn't the Hilton, it was SenSpa - a concession and not part of the Hilton Group. Oh, well, it can't be bad...
I called the premium-rate number on the voucher to bii, only to be told there is a £3 booknig charge per appointment! So I then tried to book online. Except the dfirst apponitmtne was in 4 months' time. We went ahead anyway, assuming that they were just busy becasue of the offer.
On the day, my friend and I arrived in plenty of time. When we booked in at the reception desk there seemed to be some initial confusion about our booking, but we showed our voucher and booking confirmations and were told to take a seat.
After a lengthy wait (now half an hour after the first appointment time), my friend was called in. She had her treatment and came back to the waiting area. I expected to go in straight after her, but after waiting for a further 20 minutes, I approached the receptionist again. She seemed confused and I saw here ten go and check all the treatment rooms before leaving the salon. She came back after a short while and told me the therapist would be with me shortly. After a long wait the therapist turned up, said that I wasn’t on her list, and that it wasn’t her fault. Having waited so long, and now running late for my next appointment, I asked to see the manager. I was told that there was no Manager on site; the receptionist said there was nothing she could do because she was new. I asked for the appointment to be rebooked, but there were none available for over a month. I then asked for a refund but was told this couldn’t be done there and then, that I would have to call a number and they would resolve it. Feeling that this was unreasonable, I asked the receptionist to escalate the matter there and then – she tried calling someone but there was no answer. She told me that she would ask them to call me back. It hen left the salon, somewhat upset at the way I’d been treated.
Today, I tried calling the spa refund number but was told that the matter had to be dealt with by the salon directly. Without visiting the spa again, which is inconvenient, I have no recourse to a refund.
This ofer was too good to be true
I called the premium-rate number on the voucher to bii, only to be told there is a £3 booknig charge per appointment! So I then tried to book online. Except the dfirst apponitmtne was in 4 months' time. We went ahead anyway, assuming that they were just busy becasue of the offer.
On the day, my friend and I arrived in plenty of time. When we booked in at the reception desk there seemed to be some initial confusion about our booking, but we showed our voucher and booking confirmations and were told to take a seat.
After a lengthy wait (now half an hour after the first appointment time), my friend was called in. She had her treatment and came back to the waiting area. I expected to go in straight after her, but after waiting for a further 20 minutes, I approached the receptionist again. She seemed confused and I saw here ten go and check all the treatment rooms before leaving the salon. She came back after a short while and told me the therapist would be with me shortly. After a long wait the therapist turned up, said that I wasn’t on her list, and that it wasn’t her fault. Having waited so long, and now running late for my next appointment, I asked to see the manager. I was told that there was no Manager on site; the receptionist said there was nothing she could do because she was new. I asked for the appointment to be rebooked, but there were none available for over a month. I then asked for a refund but was told this couldn’t be done there and then, that I would have to call a number and they would resolve it. Feeling that this was unreasonable, I asked the receptionist to escalate the matter there and then – she tried calling someone but there was no answer. She told me that she would ask them to call me back. It hen left the salon, somewhat upset at the way I’d been treated.
Today, I tried calling the spa refund number but was told that the matter had to be dealt with by the salon directly. Without visiting the spa again, which is inconvenient, I have no recourse to a refund.
This ofer was too good to be true
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