Appalling service

Today, 6/06/2021, I was utterly disgusted by the service received at the Freesia spa situated on the premises of Oubaai hotel golf and spa.

Yesterday, the 05/06/2021 upon check in the lovely lady at the front desk of the Oubaai hotel recommended that we check out the spa on the premises which we did.

There was a couples promotion running for R600 which entitled us both to a 30 minute aromatic body steam and a 30 min massage. As there was no slot available for yesterday (5/6/2021) we decided to book one for today at 13:00.

Upon check out at the hotel which happened at about 10:00 we waited the 3 hours out envisioning to have a nice relaxing and de-stressing massage at the spa at 13:00.

Upon arrival for our appointment the lady advised that there was a problem with some of the steamers and that we can proceed to do the massage first whilst the matter was being resolved

Once our massage was over I proceeded to ask about the balance of the treatment and was told that the steamers were out of order in the entire facility and there was nothing that they could do. When I asked about how this would impact the cost that I was liable to pay the lady proceeded to tell me that I still needed to pay the full amount for half the treatment. I immediately expressed my dissatisfaction with this as how could I pay for a full treatment yet only received half. The lady dealing with me went on to state that I’m actually getting the aromatic body steam for free and that that was usually an extra that one needed to pay for. I advise the lady that although that was under normal circumstances, this was a promotion that was running offering two treatments for the amount of R600 and that was what I expected to get

After numerous occasions stating that I was not willing to pay for both treatments as I only received one, the lady dealing with me asked if I wanted to speak to the manager which I agreed to.

After waiting for approximately five minutes the same lady popped her head out and said the manager wasn’t there yet and “they” said that they could offer me a 15% discount which I was still not happy with as in my mind as a customer half a treatment should equate to half the price.

Due to me needed to get back to Cape Town for an appointment I made the payment and on my drive back discovered that the lady gave me a R15 off not a 15% as agreed

I feel that this is daylight robbery and one should get what one pays for which certainly was not what I paid for in this instance

Regards Dominique