Very disappointing experience

This was my experience on 15 October. After waiting for the call that week and nothing arrived I then emailed this on 25 October. To date I have still not had feedback which shows that the spa has absolutely no interest in addressing bad service.

My email read: I would like to summarize my experience on 15 October: • I had two executive retreat vouchers which I booked for my daughter and myself • We arrived around 09h20 and wanted to use the Swedish shower. It was so hot that it was impossible to stand under it. I climbed out the shower, walked to the 3 ladies standing at the hosts desk to advise them. They just said they would look into it and that was the last I heard. So I was not able to use the shower. • Then entered the steam room. Something was also wrong with the temperature settings as the moment I stepped inside, the vents on the side blew out steam that literally burnt a burn mark on my leg. My daughter was also burnt so we could not use that either. • Went for a massage with 2 people in a room. I was given the neck bean bag and booties towards the end. My daughter was not and she came out from the massage freezing whereas I was comfortable. So I purchased the booties and bean bag she could try it at home instead. • My daughter complained to me that when she asked for a lighter pressure the lady would go softer for a while but then revert to harder. My massage was average. • After the treatment I wanted to go for lunch. Asked the host where to go and she was confused and said I could pay for lunch. Eventually she understood. Went upstairs to lay on the day bed and order lunch. Lady came with menus. I asked how the lunch package worked and she had not idea. Eventually came back saying lunch was R140. Told her this did not make sense – how can I get an ala carte menu for a fixed cost. She called someone else who also said lunch was R140. Eventually I got them to agree that it sounded more like we have a credit of R140. They left the menus and never came back, at all. After at least half an hour of waiting we got up to leave. A gentlemen asked if everything was OK and I said no, that we were leaving as we were not getting served. He said sorry we had no power in the kitchen. • Went to reception to complain. Was told that it was strange as the heat settings were set each day. I am sure I was the first person in the shower and I can assure you that it was not possible to stand there. The lady took my details and complaint and promised I would get called that week. Still nothing.

To say that this was an underwhelming experience is an understatement.