Allergy at Spa - Advice?

TheBadgerCat

Sorry, this is a long one!

For my birthday, my partner bought me a Spa day including a Rhassoul mud treatment for us both. We both assumed this to be actual mud, so did not bother to inquire regarding our allergies before booking.
When the treatment time came, we both filled in the health check, including allergies (I am allergic to Rose Oil) The therapist took the forms from us, but did not question us about any of our answers or query the allergies. We were taken to the Rhassoul area where we were left a tray containing the mud mask (no product bottles or labels). This treatment was self applied to the entire body.

About 5 minutes after we left the treatment room, I started to feel a burning sensation in my face. After checking that my partner was not experiencing the same (thinking perhaps it was normal for the product to sting a little) I went to reception and asked if there was any Rose Oil in the mud mask.

Initially they said no, but then showed me the product bottle which clearly stated 'Rosa Damascena Extract' - the most common form of Rose Oil.

I cancelled my upcoming treatments as I did not want any further irritation to my raw skin, and spent my final 2 hours at the spa sitting with an ice pack on my face - not the most relaxing experience!

The manager spent the entire time covering her backside, telling me first that the products were hypoallergenic, then that the manufacturer had not informed them of the ingredients, that the ingredients were all natural, that perhaps I was experiencing the burning sensation because I was warm from the saunas and steam rooms? She only apologised when I told her I wasn't happy she had shown no concern and had spent the entire time covering her butt, blaming anyone but themselves!

By the evening I had intense itching, and spent all evening scratching at my whole body. This morning I woke up with swollen lips - the most severe my reaction to Rose oil has been so far, and an indicator that the allergy is becoming more severe with repeated exposure.

I'm understandably not happy about this. Luckily my allergies are relatively mild and I only suffered some discomfort and a spoilt day of relaxation, but what would have happened if I had a severe allergy to Rose oil? The Spa asked us to detail our allergies, but then did absolutely nothing with that information. In my opinion, that is a serious case of negligence!

I did not feel the Spa took any responsibility or indeed took the issue seriously, and despite the manager promising to call me back first thing in the morning to discuss, I have heard nothing.

I will definitely be asking for a refund for the day, but I feel that it is important to ensure that they take this opportunity to really review their processes to ensure that they don't kill someone next time with their negligent practices.

Any ideas/advice for me whilst I sit here scratching at myself like a flea-ridden dog?!

TheBadgerCat

Update: I went to the Dr this afternoon who said I had contact dermatitis which should clear up in 6 WEEKS. In the meantime I have antihistamines and thick gloopy cream for moisturiser. Still no call from the Spa as promised.



Do I have a case for a negligence claim? I'm not a big believer in suing, but considering how blas! they've been, I feel like it needs to go further before somebody else is seriously hurt!

TheBadgerCat

Anyone out there....?

moneyistooshorttomention

Well I'm sympathising - though I don't know that I can think of anything useful to add.

Considering that I gather many spas these days rule out cancer sufferers - quite wrongly so - as any treatment there is hardly likely to exacerbate their health problems. To the extent that it seems to be advisable for anyone with cancer/recovering from cancer to deliberately not mention it.

So I'm surprised that they've totally ignored something where they were specifically told by the customer "I can't have x - as I'm allergic to it". It's not an allergy I've ever heard of - but clearly it does happen to some and the spa should have taken you at your own self-evaluation about that.

I'm guessing they've probably "lost" the form you filled in to start with - so I'm guessing you don't have any proof you told them this by now. It may be that the only remedy you have now is to "Facebook" them re this. There are probably also reviews up for them on Trip Advisor.

elsien

I'd start off by making a formal complaint detailing what redress you expect.

Saying something is hypoallergenic or natural doesn't mean that there isn't someone out there who won't react to it, just that it's fine for most people, so the manager really should know better on that front.

BucksLady

If I was in your situation and suffered allergies of this kind, I think I would have double-checked with the therapist before allowing her to apply the mud all over ie - this product doesn't contain rose oil does it? I just would not have left it to chance. Having said that, the therapist should have paid heed to the form. In which case I would write a letter (with photo's attached) stating in no uncertain terms that I wasn not happy and what would they do to recompense me and ensure it never happens to anyone else again.

Toothsmith

If they take a medical history, then don't look at it, and slap you all over with something you've declared yourself allergic to - then there are certainly dangerous gaps in their procedures!

I'm assuming that you at least got your money back?

I would write a letter of complaint to them, detailing your experiences and what the Dr has said (Contact dermatitis is a very variable thing and can last a lot longer than 6 weeks). If you have photos, then as said above, those would be useful too.

If they have lost your questionnaire - then especially as you had the reaction there on the premises, then that would reflect very badly on them. Similarly if there is no mention of this made in their accident/incident book.

Be clear in the letter about what you would consider a satisfactory solution too though, but make it conditional to the dermatitis settling down relatively quickly.

'Hypoallergenic' and 'natural' do not mean they can't cause problems. A peanut is a perfectly natural thing!!

ManofLeisure_2

Not sure why anyone with such sensitive skin/allergies would take a chance with such a treatment to be honest. Yes. you alerted them to your rose oil allergy and they should not have overlooked this. However, there may have been other components which you were also allergic to, but did not know about.

Toothsmith

The OP doesn't not report having a particularly sensitive skin, and only a single allergy to rose oil.

She declared this on her medical form at the spa.

No one picked up on it or realised it was in the product they gave her to cover herself with.

If you have a business offering things like this to the public, you have a duty of care for their safety.

BucksLady

Toothsmith wrote: »

The OP doesn't not report having a particularly sensitive skin, and only a single allergy to rose oil.

.

That doesn't mean that she isn't allergic to other things. I asked my husband (a GP) whether someone suffering from an allergy to rose oil would be more likely to have a more sensitive skin . He replied that it's quite likely, and added that she may be allergic to other substances (particularly essential oils) whether she's aware of it or not.

donnac2558

I am allergic to rose oil and rosehip oil products on my face only. I break out in spots if I use them. I can use rose oil products on my body, lotions etc with no problems, but know my rosacea does not handle it on my face.