HS
Heavenly Spa
Unclaimed Business
HS
Heavenly Spa
Unclaimed Business
0 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
TrustIndex
0
Ranking
#14
in Restaurants & Food
NPS Score
0
Recommended: Unlikely
Recent reviews (0)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceS1
Shez 111
1 reviews | Active since Jan 2020
28 Sept 2023, 16:26
Natasha Kennedy-********* management of Heavenly Spa
I had purchased a number of vouchers for myself to use at a future date from the Heavenly spa. On 24/09 I called the Heavenly spa at the Westin hotel to enquire which of these vouchers I have used and which were still valid as it is difficult to keep track. I received confirmation via telephone as well as an email recording in writing that I had 2 vouchers which could still be used. BASED ON THIS INFORMATION PROVIDED TO ME BY HEAVENLY SPA, WHICH I HAVE IN WRITING, I made a booking for the very next day for the sole purpose or using up the one voucher, being a monetary amount. I went for the treatments the next day. Upon checking out, the receptionist advised me that the voucher had in fact been redeemed at a prior date. She said she would get the lady who spoke to me previously to call me. She then called and asked if I would be happy to apply to value of my one unused voucher to settle part of the "outstanding amount" for the treatments I went for, meaning i would forfeit the outstanding voucher which i paid for. I immediately agreed, despite this being their mistake. She said she would have to speak to her manager about the way forward on the "outstanding amount". I reminded her that the only reason i made a booking was because she had advised me that i had unused vouchers -which she seemed to understand. Shortly after, she sends me an email, copying her manager NATASHA KENNEDY and asking whether i would prefer to receive an invoice or a payment link to settle the remainder of the amount! No responsibility taken for providing incorrect information, which I relie_d on, and which they are now shamelessly asking me to pay for. NATASHA KENNEDY has been sending me sarcastic correspondence telling me that she understands that the "situation may be trying" for me and insisting that I pay them for the so-called "outstanding amount". What a convenient, brazen and ********* way to make money after providing clients with false information! A couple of other points: I booked a 45 minute manicure and instead received a 30 minute (substandard) mani. I raised this at reception. Reception queried this with the the****** who told them that she fetched me early and so I received my full 45 minutes. This was incorrect - she fetched me about 3 minutes early and spent another 5 minutes in the treatment itself fetching warm water and random items. The insulting solution offered to me was the charge me for the full 45 minutes "with a 10% discount"!!! Natasha the manager went to the extent of reviewing camera footage and after discovering that I had in FACT been short changed on time, decided to charge me for a 30 minute treatment. What an absolutely unnecessary, draining and terrible experience!! People come to the spa to relax, and should your ther_apists not do what they are supposed to, your customers expect that this should be dealt with in a professional manner in line with an experience expected at a supposed 5 star spa. I have been visiting this spa for over 10 years with my partner and both of our experience is that this spa has deteriorated rapidly both in terms of customer service and the actual quality of the treatments. Latest case in point- the ther_apists doing the manicure did the buffing, filing and nail treatment first (injuring my cuticles whilst she was at it), and did the hand soak and exfoliation last. Never in my life have I experienced this process - water soak is done as a first step to soften the cuticles. When I queried this with the manager she advised that the the_****** had performed the treatment "exactly the correct way". This is bizarre and clearly a cover-up for their untrained staff, who are completely clueless - this clearly is a flow-down from management. General experience is that treatment at this spa is inconsistent. Many of the ther_apists do not know what they are doing. The good service we received over 10 years ago has been eroded, and many of the facilities which made the spa worth visiting have long been done away with (like the water beds). For those looking for a treatment that is actually Heavenly, there are so many other spas who value their customers, take customer satisfaction seriously, and do not try and short change their customers. The Angsana spa at the vineyard is an excellent alternative. This is the end of the road for me at the Heavenly spa after 13 years - after this unpleasant and I have to say, disgustingly ********* experience, they have now lost two customers for life (and many more, no doubt)!
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Shez 111
1 reviews | Active since Jan 2020
28 Sept 2023, 16:26
Natasha Kennedy-********* management of Heavenly Spa
I had purchased a number of vouchers for myself to use at a future date from the Heavenly spa. On 24/09 I called the Heavenly spa at the Westin hotel to enquire which of these vouchers I have used and which were still valid as it is difficult to keep track. I received confirmation via telephone as well as an email recording in writing that I had 2 vouchers which could still be used. BASED ON THIS INFORMATION PROVIDED TO ME BY HEAVENLY SPA, WHICH I HAVE IN WRITING, I made a booking for the very next day for the sole purpose or using up the one voucher, being a monetary amount. I went for the treatments the next day. Upon checking out, the receptionist advised me that the voucher had in fact been redeemed at a prior date. She said she would get the lady who spoke to me previously to call me. She then called and asked if I would be happy to apply to value of my one unused voucher to settle part of the "outstanding amount" for the treatments I went for, meaning i would forfeit the outstanding voucher which i paid for. I immediately agreed, despite this being their mistake. She said she would have to speak to her manager about the way forward on the "outstanding amount". I reminded her that the only reason i made a booking was because she had advised me that i had unused vouchers -which she seemed to understand. Shortly after, she sends me an email, copying her manager NATASHA KENNEDY and asking whether i would prefer to receive an invoice or a payment link to settle the remainder of the amount! No responsibility taken for providing incorrect information, which I relie_d on, and which they are now shamelessly asking me to pay for. NATASHA KENNEDY has been sending me sarcastic correspondence telling me that she understands that the "situation may be trying" for me and insisting that I pay them for the so-called "outstanding amount". What a convenient, brazen and ********* way to make money after providing clients with false information! A couple of other points: I booked a 45 minute manicure and instead received a 30 minute (substandard) mani. I raised this at reception. Reception queried this with the the****** who told them that she fetched me early and so I received my full 45 minutes. This was incorrect - she fetched me about 3 minutes early and spent another 5 minutes in the treatment itself fetching warm water and random items. The insulting solution offered to me was the charge me for the full 45 minutes "with a 10% discount"!!! Natasha the manager went to the extent of reviewing camera footage and after discovering that I had in FACT been short changed on time, decided to charge me for a 30 minute treatment. What an absolutely unnecessary, draining and terrible experience!! People come to the spa to relax, and should your ther_apists not do what they are supposed to, your customers expect that this should be dealt with in a professional manner in line with an experience expected at a supposed 5 star spa. I have been visiting this spa for over 10 years with my partner and both of our experience is that this spa has deteriorated rapidly both in terms of customer service and the actual quality of the treatments. Latest case in point- the ther_apists doing the manicure did the buffing, filing and nail treatment first (injuring my cuticles whilst she was at it), and did the hand soak and exfoliation last. Never in my life have I experienced this process - water soak is done as a first step to soften the cuticles. When I queried this with the manager she advised that the the_****** had performed the treatment "exactly the correct way". This is bizarre and clearly a cover-up for their untrained staff, who are completely clueless - this clearly is a flow-down from management. General experience is that treatment at this spa is inconsistent. Many of the ther_apists do not know what they are doing. The good service we received over 10 years ago has been eroded, and many of the facilities which made the spa worth visiting have long been done away with (like the water beds). For those looking for a treatment that is actually Heavenly, there are so many other spas who value their customers, take customer satisfaction seriously, and do not try and short change their customers. The Angsana spa at the vineyard is an excellent alternative. This is the end of the road for me at the Heavenly spa after 13 years - after this unpleasant and I have to say, disgustingly ********* experience, they have now lost two customers for life (and many more, no doubt)!
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HI
Hajra I
1 reviews | Active since Jan 2020
18 Oct 2018, 07:54
Heavenly Spa let me down
Last week Friday, 12 October I sent the following email to The Heavenly Spa at the Westin Hotel. Till today, I have not even gotten a response. As you will read, I will truly disappointed with their service of my treatments, and I am now appalled that they don’t even have the courteous of replying to me. Below is the email I sent to them with my concerns. To whom it may concern I hope this email finds you well. I have been living in Cape Town for the past 6 years and I am a great lover of spas. I have visited a few spas in Johannesburg, but spend a lot of my time at various ones in Cape Town, my favorite being The One and Only. Amongst others, I also went to the Table Bay, Chrystal Towers, Life Day Spa. I had stayed at the Westin many years ago on vacation, but never got the opportunity to use the spa facilities. In November last year, my best friend booked a treatment for me for my birthday at the Heavenly Spa and I was quite impressed. My younger sister who lives in Johannesburg, visited Cape Town for her bachelorette week, before she gets married next month. I decided to treat her to the full spa experience and having been impressed last year, I decided to book at the Heavenly Spa instead of the One and Only. I booked a 60 minute massage, as well as a mani and pedi, for two people. Her best friend also joined us, but booked in for a 90 minute massage and a pedi. It is with much regret that I have to write this email to say that our experience was definitely not up to standard. Our appointments were booked for 4pm, and as advised (and per my previous experiences), we arrived earlier to enjoy the spa facilities. My sister and I arrived just before 1pm and were not very warmly welcomed. The lady at reception handed us our towels and gowns, and asked if this was our first experience. I explained that I had been here before, but it was my sisters first time and would appreciate it if she could show us around. She breathed a deep sigh, walked from behind her desk to the foot of the steps, rambled how to use the lockers and walked off. She did not show us around as they usually do, and she was rather unfriendly. Whilst I do understand that spas are meant for relaxing and not being disturbed, NO one checked in on us from the moment we arrived. I know that due to the water shortages, towels were made less available. However, we had swam and used our towels to dry off and rinse before using the steam and sauna facilities. We were not given new clean towels and we saw someone (whom we thought was a staff member), and requested a towel from her. She was very kind, but advised that she did not work there and when she went to the front desk to try and arrange for us towels, no one was available. When her best friend arrived at around 3pm, she was given the same cold treatment and they only issued her with a gown. She later had to go and request a towel. Our treatments were to begin at 4pm. We waited in the waiting area and had some tea. Until 4pm, no one had even approached us. I then saw two women passing by and I humbly asked when our treatments would begin. One of the the******s scoffed at me and answered very sarcastically that “I should be patient they will come”. At 4:05pm only, they gave us the forms to fill out what areas we would like them to focus on etc etc. This process is usually seen to way before the treatments begin. The treatments were satisfactory, but not great. My massage room was icy cold and upon asking to warm up the room, I was told that that was not possible and that she would switch on the electric blanket for me. This only heated up close to when my massage was almost over. She applied a muscle relaxer gel on my back and covered me with a towel, and then asked me to turn over. That very towel was then placed on my body which was sticky and wet with the gel from earlier. It was very unpleasant. When they asked my sister to turn over, they did not cover her eyes with the “bean bag eye covers”. She said that there was a bright white light the entire massage. They did not close the blinds of her best friends room. There was a blazing sun burning up the room for the entire session. Her the****** did not once query whether or not the pressure was correct. We then did our nails. Whilst they did an excellent job with the shaping, I was (unintentionally) cut on my finger by the the******, which ended up with my finger bleeding. We did not polish our nails but merely had it buffed. Our treatment was Tuesday at 4pm, and by Wednesday morning 6am the shine was already gone. We had not used our hands for much during those few hours (on hard work like dishes or cleaning). All in all, I think it is safe for me to admit that the experience and treatments were an utter disappointment and I really regret booking in at the Heavenly Spa. I felt it only right to bring my concerns to your attention. I hope that you can compensate me in some way because given the money spent, it was not worth it. I apologize for my honesty but I am truly appalled by the experience, service and treatment received. Hoping to hear back from you soonest. Best regards Hajra Yunus Ismail +27 79 **********
Helpful (0)
|Replies (0)HI
Hajra I
1 reviews | Active since Jan 2020
18 Oct 2018, 07:54
Heavenly Spa let me down
Last week Friday, 12 October I sent the following email to The Heavenly Spa at the Westin Hotel. Till today, I have not even gotten a response. As you will read, I will truly disappointed with their service of my treatments, and I am now appalled that they don’t even have the courteous of replying to me. Below is the email I sent to them with my concerns. To whom it may concern I hope this email finds you well. I have been living in Cape Town for the past 6 years and I am a great lover of spas. I have visited a few spas in Johannesburg, but spend a lot of my time at various ones in Cape Town, my favorite being The One and Only. Amongst others, I also went to the Table Bay, Chrystal Towers, Life Day Spa. I had stayed at the Westin many years ago on vacation, but never got the opportunity to use the spa facilities. In November last year, my best friend booked a treatment for me for my birthday at the Heavenly Spa and I was quite impressed. My younger sister who lives in Johannesburg, visited Cape Town for her bachelorette week, before she gets married next month. I decided to treat her to the full spa experience and having been impressed last year, I decided to book at the Heavenly Spa instead of the One and Only. I booked a 60 minute massage, as well as a mani and pedi, for two people. Her best friend also joined us, but booked in for a 90 minute massage and a pedi. It is with much regret that I have to write this email to say that our experience was definitely not up to standard. Our appointments were booked for 4pm, and as advised (and per my previous experiences), we arrived earlier to enjoy the spa facilities. My sister and I arrived just before 1pm and were not very warmly welcomed. The lady at reception handed us our towels and gowns, and asked if this was our first experience. I explained that I had been here before, but it was my sisters first time and would appreciate it if she could show us around. She breathed a deep sigh, walked from behind her desk to the foot of the steps, rambled how to use the lockers and walked off. She did not show us around as they usually do, and she was rather unfriendly. Whilst I do understand that spas are meant for relaxing and not being disturbed, NO one checked in on us from the moment we arrived. I know that due to the water shortages, towels were made less available. However, we had swam and used our towels to dry off and rinse before using the steam and sauna facilities. We were not given new clean towels and we saw someone (whom we thought was a staff member), and requested a towel from her. She was very kind, but advised that she did not work there and when she went to the front desk to try and arrange for us towels, no one was available. When her best friend arrived at around 3pm, she was given the same cold treatment and they only issued her with a gown. She later had to go and request a towel. Our treatments were to begin at 4pm. We waited in the waiting area and had some tea. Until 4pm, no one had even approached us. I then saw two women passing by and I humbly asked when our treatments would begin. One of the the******s scoffed at me and answered very sarcastically that “I should be patient they will come”. At 4:05pm only, they gave us the forms to fill out what areas we would like them to focus on etc etc. This process is usually seen to way before the treatments begin. The treatments were satisfactory, but not great. My massage room was icy cold and upon asking to warm up the room, I was told that that was not possible and that she would switch on the electric blanket for me. This only heated up close to when my massage was almost over. She applied a muscle relaxer gel on my back and covered me with a towel, and then asked me to turn over. That very towel was then placed on my body which was sticky and wet with the gel from earlier. It was very unpleasant. When they asked my sister to turn over, they did not cover her eyes with the “bean bag eye covers”. She said that there was a bright white light the entire massage. They did not close the blinds of her best friends room. There was a blazing sun burning up the room for the entire session. Her the****** did not once query whether or not the pressure was correct. We then did our nails. Whilst they did an excellent job with the shaping, I was (unintentionally) cut on my finger by the the******, which ended up with my finger bleeding. We did not polish our nails but merely had it buffed. Our treatment was Tuesday at 4pm, and by Wednesday morning 6am the shine was already gone. We had not used our hands for much during those few hours (on hard work like dishes or cleaning). All in all, I think it is safe for me to admit that the experience and treatments were an utter disappointment and I really regret booking in at the Heavenly Spa. I felt it only right to bring my concerns to your attention. I hope that you can compensate me in some way because given the money spent, it was not worth it. I apologize for my honesty but I am truly appalled by the experience, service and treatment received. Hoping to hear back from you soonest. Best regards Hajra Yunus Ismail +27 79 **********
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Dorian B
1 reviews | Active since Jan 2020
2 Nov 2015, 09:45
Heavenly Spa - The Westin Bad Service
The comments below was an email that I sent to the Heavenly Spa at The Westin:<br> <br> When I was at the Heavenly Spa which was two weeks ago the manager at the restaurant told me they will process the refund as soon as I call and the money has reflected in your account because they didn't believe that the company had paid the money, even after I provided proof thereof. <br> <br> On the day the manager was quick to disturb me while i was eating to ensure that the Westin was paid. I understand that there was an issue as the money was not reflecting but now two weeks later this has been resolved but I am yet to receive my R2900 refund. Do you think that's fair?<br> <br> I would like to take this further and would like your finance department to contact me on Monday. I was quick to be asked for payment so I would expect the same courtesy to be afforded to me.
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Dorian B
1 reviews | Active since Jan 2020
2 Nov 2015, 09:45
Heavenly Spa - The Westin Bad Service
The comments below was an email that I sent to the Heavenly Spa at The Westin:<br> <br> When I was at the Heavenly Spa which was two weeks ago the manager at the restaurant told me they will process the refund as soon as I call and the money has reflected in your account because they didn't believe that the company had paid the money, even after I provided proof thereof. <br> <br> On the day the manager was quick to disturb me while i was eating to ensure that the Westin was paid. I understand that there was an issue as the money was not reflecting but now two weeks later this has been resolved but I am yet to receive my R2900 refund. Do you think that's fair?<br> <br> I would like to take this further and would like your finance department to contact me on Monday. I was quick to be asked for payment so I would expect the same courtesy to be afforded to me.
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