FB
Fairlawns Boutique Hotel & Spa
Unclaimed Business
FB
Fairlawns Boutique Hotel & Spa
Unclaimed Business
4 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#9
in Travel & Vacation
NPS Score
-100
Recommended: Unlikely
Review Distribution
2|4 Reviews
May '25 - Apr '26
5(33.3%)
4(0%)
3(0%)
2(0%)
1(66.7%)
5(33.3%)
4(0%)
3(0%)
2(0%)
1(66.7%)
Recent reviews (4)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceCN
Clarissa N
1 reviews | Active since Jan 2020
3 Feb 2026, 15:59
Marvelous
After visiting the spa on 2 different occasions, I can confirm it is nothing short of a 5 star experience. From the warm welcoming staff at reception, to the most relaxing massage. The complimentary treats are devine. The heated pool and jacuzzi are an absolute delight! The sauna is just a big plus. Absolutely loved every minute of being there. Definitely a new favorite spot.
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Clarissa N
1 reviews | Active since Jan 2020
3 Feb 2026, 15:59
Marvelous
After visiting the spa on 2 different occasions, I can confirm it is nothing short of a 5 star experience. From the warm welcoming staff at reception, to the most relaxing massage. The complimentary treats are devine. The heated pool and jacuzzi are an absolute delight! The sauna is just a big plus. Absolutely loved every minute of being there. Definitely a new favorite spot.
0
Replies (0)CB
Cezanne B
1 reviews | Active since Jan 2020
8 Jan 2026, 12:18
Three Visits, Three Disappointments — No Accountability
This was my third visit to this spa, and unfortunately my third poor experience. • December 2021: Visited with my mother. Multiple service issues, including lunch delayed by two hours. I sent a detailed complaint email and was assured the issues would be addressed. • 2024: Returned for a friend’s 40th birthday. I emailed in advance referencing my 2021 complaint. Despite this, the same lunch delays occurred. • December 2025: Booked a year-end spa day for my assistant. Sadly, nothing has improved. We were placed indoors without being asked about preferences. Treatments were average, products were not explained, and facial masks were not properly removed. Lunch was again late (almost an hour), incorrect, and identical to previous failures. Repeated requests to speak to a manager went unanswered until we returned to reception - and she was more concerned about the lunch order. No warm refreshments were available in the garden area during long delays despite stormy weather - only available at reception. Another guest in the change room was visibly upset and stated she would not be returning. I cancelled the remaining treatments and I ended up taking my assistant to a mall salon instead. A stark contrast to the refined experience promised. Most telling: despite raising concerns during the visit, no one from the spa has followed up at all. After these experiences I cannot recommend this spa.
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Cezanne B
1 reviews | Active since Jan 2020
8 Jan 2026, 12:18
Three Visits, Three Disappointments — No Accountability
This was my third visit to this spa, and unfortunately my third poor experience. • December 2021: Visited with my mother. Multiple service issues, including lunch delayed by two hours. I sent a detailed complaint email and was assured the issues would be addressed. • 2024: Returned for a friend’s 40th birthday. I emailed in advance referencing my 2021 complaint. Despite this, the same lunch delays occurred. • December 2025: Booked a year-end spa day for my assistant. Sadly, nothing has improved. We were placed indoors without being asked about preferences. Treatments were average, products were not explained, and facial masks were not properly removed. Lunch was again late (almost an hour), incorrect, and identical to previous failures. Repeated requests to speak to a manager went unanswered until we returned to reception - and she was more concerned about the lunch order. No warm refreshments were available in the garden area during long delays despite stormy weather - only available at reception. Another guest in the change room was visibly upset and stated she would not be returning. I cancelled the remaining treatments and I ended up taking my assistant to a mall salon instead. A stark contrast to the refined experience promised. Most telling: despite raising concerns during the visit, no one from the spa has followed up at all. After these experiences I cannot recommend this spa.
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Replies (0)TS
Tumi S
1 reviews | Active since Jan 2020
18 Sept 2025, 18:41
Fairlawns spa
Reception lady was friendly. Welcomed me, showed me the refreshment corner and the changerooms and bathroom. Some of lockers in the changerooms weren't working, the staff was aware but no signage was put to indicate this. Went to the massage rooms. Massages were okay, nothing great. When we were done, noone attended to us to atleast show us where the other amenities were. Finally figured our way to the pool area. Found a couple who ordered a bottle of sparkling wine. Asked for the same and we were told by the male waiter that we can't order the bottle as they had a romantic package. He took his time to bring the drinks to us. On our way out we enquired about the romantic package and the lady at reception checked and noone had book a romantic package that day. Just poor service all round. The lady at the reception saved the day as she was sweet and very friendly.
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Tumi S
1 reviews | Active since Jan 2020
18 Sept 2025, 18:41
Fairlawns spa
Reception lady was friendly. Welcomed me, showed me the refreshment corner and the changerooms and bathroom. Some of lockers in the changerooms weren't working, the staff was aware but no signage was put to indicate this. Went to the massage rooms. Massages were okay, nothing great. When we were done, noone attended to us to atleast show us where the other amenities were. Finally figured our way to the pool area. Found a couple who ordered a bottle of sparkling wine. Asked for the same and we were told by the male waiter that we can't order the bottle as they had a romantic package. He took his time to bring the drinks to us. On our way out we enquired about the romantic package and the lady at reception checked and noone had book a romantic package that day. Just poor service all round. The lady at the reception saved the day as she was sweet and very friendly.
0
Replies (0)NM
Nikiwe M
1 reviews | Active since Jan 2020
14 Apr 2025, 18:00
Persistent phone line issue!
As a guest, I expected a much higher standard of service from a hotel that presents itself as a five-star establishment. The spa phone line has proven to be consistently unreliable. Calls frequently go dead, ring indefinitely with no answer or only to be dropped or ignored. This is not a one off occurrence, but something I’ve encountered on multiple occasions. On March 24th, I was able to get through on my first call to make a booking assisted by Karabo. However, when I attempted to call back shortly after to make changes to my treatment, I was unable to reach anyone despite trying several times throughout that morning. I was only assisted to change my treatment once I physically arrived midday that day. The same problem occurred last week when I tried to book a treatment for my sisters, who visited today (April 14th). They also struggled to get through—calls were either ignored or dropped after one successful attempt. This confirms a pattern, not a coincidence. On the day of my treatment, my partner even witnessed staff ignoring the ringing phone and commented on it afterward, completely unprompted. I called again today regarding another matter and requested to speak with a manager or supervisor. I was told the lines were down and that IT was working on the issue. Frankly, I find this explanation unconvincing, as I’ve been experiencing this problem since March, and the situation has clearly not improved. At one point, I was kept on hold for over five minutes without any response. This level of service is entirely shocking. A spa operating under a five-star brand should have a direct line or extension propt for consistent communication. Guests should not have to call multiple times or physically show up to get assistance.
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Nikiwe M
1 reviews | Active since Jan 2020
14 Apr 2025, 18:00
Persistent phone line issue!
As a guest, I expected a much higher standard of service from a hotel that presents itself as a five-star establishment. The spa phone line has proven to be consistently unreliable. Calls frequently go dead, ring indefinitely with no answer or only to be dropped or ignored. This is not a one off occurrence, but something I’ve encountered on multiple occasions. On March 24th, I was able to get through on my first call to make a booking assisted by Karabo. However, when I attempted to call back shortly after to make changes to my treatment, I was unable to reach anyone despite trying several times throughout that morning. I was only assisted to change my treatment once I physically arrived midday that day. The same problem occurred last week when I tried to book a treatment for my sisters, who visited today (April 14th). They also struggled to get through—calls were either ignored or dropped after one successful attempt. This confirms a pattern, not a coincidence. On the day of my treatment, my partner even witnessed staff ignoring the ringing phone and commented on it afterward, completely unprompted. I called again today regarding another matter and requested to speak with a manager or supervisor. I was told the lines were down and that IT was working on the issue. Frankly, I find this explanation unconvincing, as I’ve been experiencing this problem since March, and the situation has clearly not improved. At one point, I was kept on hold for over five minutes without any response. This level of service is entirely shocking. A spa operating under a five-star brand should have a direct line or extension propt for consistent communication. Guests should not have to call multiple times or physically show up to get assistance.
0
Replies (0)MS
Mercia S
1 reviews | Active since Jan 2020
6 Jan 2025, 14:34
The most pathetic service ever!
This spa does not even deserve 1 star rating, that's how pathetic their customer service is. Been trying to book an appointment for over 4 days, holding the line for over 10 minutes and being told by main operator to leave a message, which I did about 4 times with no call back. The only reason why I bothered is because I got a birthday gift voucher. The spa obviously got too popular with bookings cause the service staff behave like they don't need customers. With this level of pathetic service, I can only wish them goodluck with repeat customers.
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Mercia S
1 reviews | Active since Jan 2020
6 Jan 2025, 14:34
The most pathetic service ever!
This spa does not even deserve 1 star rating, that's how pathetic their customer service is. Been trying to book an appointment for over 4 days, holding the line for over 10 minutes and being told by main operator to leave a message, which I did about 4 times with no call back. The only reason why I bothered is because I got a birthday gift voucher. The spa obviously got too popular with bookings cause the service staff behave like they don't need customers. With this level of pathetic service, I can only wish them goodluck with repeat customers.
0
Replies (0)LB
Lisa B
1 reviews | Active since Jan 2020
5 Jul 2023, 13:49
Disappointing
Terrible experience at the restaurant and spa. Management made our party of 8 ladies feel most unwelcome and uncomfortable from start to finish.(To be fair waitress tried her best but the sour taste left by those running the facilities was hard to overcome) Be warned if you’re looking for a relaxing spa and restaurant to celebrate a special occasion, avoid Fairlawns at all costs.
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Lisa B
1 reviews | Active since Jan 2020
5 Jul 2023, 13:49
Disappointing
Terrible experience at the restaurant and spa. Management made our party of 8 ladies feel most unwelcome and uncomfortable from start to finish.(To be fair waitress tried her best but the sour taste left by those running the facilities was hard to overcome) Be warned if you’re looking for a relaxing spa and restaurant to celebrate a special occasion, avoid Fairlawns at all costs.
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Anonymous
1 reviews | Active since Jan 2020
23 May 2019, 14:25
No tranquil ambience at Fairlawn Spa
Fairlawns spa impressed me with their advertising for a tranquil ambience, with heated pool so I invested in the occasion to enjoy the ambience through the facilities and massages. Unfortunately, this was not the case. The pool was cold despite having asked about it when making the booking , the steam room you could hear the construction and ironically, next to the silent area is a dinner table where people where dressed and chatting loudly. Upon remarking about this issue the manager said she wouldn't know when construction would happen, she said she can't force the people at the dining area to wear spa wear nor be quiet and that the pool had been adjusted accordingly. What upset me is that I had to complain twice to a waiter and staff at reception before anything was done. Also, one can have a policy for quiet and spa gowns in the spa area. I also believe a heads up bout construction would have been the least they could do since I had indicated interest to use the facilities. Alternatively à discount. Moreover, that an update was only given by the manager once we were dressed and on the way out. Unapologetic and disappointing service, not what I'd expect at a 5 star boutique hotel.
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Anonymous
1 reviews | Active since Jan 2020
23 May 2019, 14:25
No tranquil ambience at Fairlawn Spa
Fairlawns spa impressed me with their advertising for a tranquil ambience, with heated pool so I invested in the occasion to enjoy the ambience through the facilities and massages. Unfortunately, this was not the case. The pool was cold despite having asked about it when making the booking , the steam room you could hear the construction and ironically, next to the silent area is a dinner table where people where dressed and chatting loudly. Upon remarking about this issue the manager said she wouldn't know when construction would happen, she said she can't force the people at the dining area to wear spa wear nor be quiet and that the pool had been adjusted accordingly. What upset me is that I had to complain twice to a waiter and staff at reception before anything was done. Also, one can have a policy for quiet and spa gowns in the spa area. I also believe a heads up bout construction would have been the least they could do since I had indicated interest to use the facilities. Alternatively à discount. Moreover, that an update was only given by the manager once we were dressed and on the way out. Unapologetic and disappointing service, not what I'd expect at a 5 star boutique hotel.
0
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