Deterioration of Octavias reception and cleanliness

My husband and I have been going to Octavias Sensorium Day Spa for 20 years. We have recommended this estblaishment to many and also purchased numeorus gift vouchers. The treatments, facilities and professionalism have always been exceptional. In the last few years however, there seems to be a condescending, imperious attitude at the reception where, after spending a few hours relaxing, clients are rudely and loudly jarred into having to provide proof of their booking, vouchers, proof of payments etc. This is due to poor management of processes and systems. They scramble to find your email providing the necessary information and blame their incompetence on the client. In this digital age, printouts are demanded and if you don't have it, you are treated like you have criminally insinuated yourself into the spa! Why not verify everything prior to the treatment? When I complained, the manager went to great lengths to defend this despicable behaviour and promised to call back in a day. No follow up call. It is only in recent years that payment has to be done 24 hours in advance but they do not have the professionalism to manage this so that the client leaves feeling refreshed, not harassed and badgered by a hostile interrogative voice when they are leaving the establishment. I have raised this issue about the very same treatment and attitude by the same receptionist a few years ago but the treatment seems to be even worse when leaving, yet their prices keep being elevated. Clearly, they do not care about clients, especially loyal ones. Also, ruining a fresh manicure because they insist you find the proof of voucher or payment for them on your phone. Even though there are a half dozen of them standing at the counter, not one can locate your email! How many addresses do they have? Cleanliness standards seem to have dropped too. The showers were grimy with black mould in the corners and the towels smelt stale like they were thrown into a dryer without being washed. The cleaners seem very disgruntled and glare when you greet them like you're making their lives difficult. I am extremely disappointed with Octavias and after 20 years, it is time to find another friendlier and more sterile spa.