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Unsatisfactory spa package
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A spa treatment is a pampering experience, the environment is part of the experience. It is in no way acceptable to lump two friends together in the same room. Any treatment is personal.0
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What is it you want, if it's a refund, ask them for it. If they don't give it LBA.
Try social media if you feel that will help.0 -
This isn't legal advice, but if you post something on their Twitter account about the service you receive it may very rapidly concentrate their minds..................
....I'm smiling because I have no idea what's going on ...:)
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The original deal was use of the spa facilities which included us of the pool, jacuzzi, sauna and a sixty minute treatment which we split into two half hour treatments. It also included coffee and danish on arrival, 20% off food and drink (which we used as we bought lunch there) and 20% off treatments.
Just to point out the facilities seemed to be massively overbooked as we couldn't even swim in the pool due to it being overcrowded. The jacuzzi didn't work but that was full of people!
Apparently there was a relaxtion room that we were shown after our treatments to relax. We didn't even know the room was there and we couldn't use it because it was full!!!!!!
Their goodwill gesture is "A spa day with full use of the facilities for two, with a thirty minute treatment each".
I replied by saying although it was generous, the offer only matches less than half of our experience and asked them to reconsider and asked if we could visit the next nearest hotel as we didn't feel comfortable re-visiting the original and their lack of facilities. The original hotel that we visited was a round trip of over an hour.
After a long wait for a reply (nearly two weeks), they said that they stand by their offer stating it to be "fair and appropriate". They would allow us to take this offer at another hotel, subject to availability.
We haven't asked for a refund because all we want is what we paid for!!!!!!!!
Which is why I've turned to MSE for help and advice and I really appreciate all of the responses.
The shame of all this is - if they had offered us another spa day, as we should have had in the first place, then I wouldn't be writing this now and sounding like a whinger. This spa day was meant to be a bit of special, pampering time which was really hard to arrange. Sorry for moaning......................................................
Lendusapoond0 -
Lendusapoond wrote: »The original deal was use of the spa facilities which included us of the pool, jacuzzi, sauna and a sixty minute treatment which we split into two half hour treatments. It also included coffee and danish on arrival, 20% off food and drink (which we used as we bought lunch there) and 20% off treatments.
Just to point out the facilities seemed to be massively overbooked as we couldn't even swim in the pool due to it being overcrowded. The jacuzzi didn't work but that was full of people!
Apparently there was a relaxtion room that we were shown after our treatments to relax. We didn't even know the room was there and we couldn't use it because it was full!!!!!!
Their goodwill gesture is "A spa day with full use of the facilities for two, with a thirty minute treatment each".
I replied by saying although it was generous, the offer only matches less than half of our experience and asked them to reconsider and asked if we could visit the next nearest hotel as we didn't feel comfortable re-visiting the original and their lack of facilities. The original hotel that we visited was a round trip of over an hour.
After a long wait for a reply (nearly two weeks), they said that they stand by their offer stating it to be "fair and appropriate". They would allow us to take this offer at another hotel, subject to availability.
We haven't asked for a refund because all we want is what we paid for!!!!!!!!
Which is why I've turned to MSE for help and advice and I really appreciate all of the responses.
The shame of all this is - if they had offered us another spa day, as we should have had in the first place, then I wouldn't be writing this now and sounding like a whinger. This spa day was meant to be a bit of special, pampering time which was really hard to arrange. Sorry for moaning......................................................
Lendusapoond
The legislation that would cover this is Supply of Goods and Services Act 1982. There is a summary on the link below and although relating to a restaurant there is a draft template letter you could adapt in relation to the spa.
http://www.which.co.uk/consumer-rights/regulation/supply-of-goods-and-services-act-1982
As others have said you could send them a letter before court action (even though you do not wish to proceed) as a bit of a threat but then that may only obtain you a refund, when what you really want is the pampering day and you also take the risk that they may withdraw any goodwill offer you currently have and get their legal dept to deal with it. Certainly if you paid full rack rate for the deal it is not a lot to ask that they offer you what equates to a danish pastry and coffee, reduction on what is probably an overpriced lunch orginally and an extra half hour of a treatment.0 -
The problem with spa days at hotels is if the hotel has a large group of people there or a conference they most likely are allowed to use the pool as part of their hotel stay .0
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When we have previously visited this spa
explain to them "hey i use this place often but today was utter c**p and i am not happy" you need to be a thorn in their side to get what you want......which is a good experience there, they have offered you another day so am not really sure what more your after.0 -
Out of interest how much did you pay for this and was it a voucher purchase?0
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So, originally you had a spa day for 2, plus 2 x 60 minute treatment, and they have now offered you a spa day for 2 with 2 x 30 minute treatments, and have said you can it at a different hotel?
It sounds as though you while the original day was not up to your expectations, it was not a complete washout - was your friend happy with her treatment? What does she think about the offer they have made? As she was the one being treated by a trainee it would not seem unreasonable to me that she should be given a replacement treatment - you got the 60 minute treatment you paid for, so why would it be reasonable for them to give you another?
TBH what they are offering does not sound unreasonable.
I agree with the PP who said that if you have a skin condition it would be appropriate for you to mention it as well as writing it on the form ( I have various sensitivities and always do this)
Being in the same room - I think this is very much a personal choice. Depending on the type of treatment I think it is quite common - spa treatments are often sociable as well as personal pampering, so I think if you said nothing at the time it's not reasonable to expect the spa to have guessed that this would be important to you.
Obviously you can chose to push for more if you wantAll posts are my personal opinion, not formal advice Always get proper, professional advice (particularly about anything legal!)0 -
So, originally you had a spa day for 2, plus 2 x 60 minute treatment, and they have now offered you a spa day for 2 with 2 x 30 minute treatments, and have said you can it at a different hotel?
It sounds as though you while the original day was not up to your expectations, it was not a complete washout - was your friend happy with her treatment? What does she think about the offer they have made? As she was the one being treated by a trainee it would not seem unreasonable to me that she should be given a replacement treatment - you got the 60 minute treatment you paid for, so why would it be reasonable for them to give you another?
TBH what they are offering does not sound unreasonable.
I agree with the PP who said that if you have a skin condition it would be appropriate for you to mention it as well as writing it on the form ( I have various sensitivities and always do this)
Being in the same room - I think this is very much a personal choice. Depending on the type of treatment I think it is quite common - spa treatments are often sociable as well as personal pampering, so I think if you said nothing at the time it's not reasonable to expect the spa to have guessed that this would be important to you.
Obviously you can chose to push for more if you want
On what do you base your statement that being in the same room is quite common? I've never heard of such a thing apart from for couples?
Of course it's a personal choice. A personal choice the op wasn't given.0
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