Zamah N

A Truly Disappointing and Unacceptable Experience

I rarely feel compelled to write reviews, but after the disgraceful treatment, I cannot remain silent. I am beyond disappointed and deeply frustrated with the overall lack of professionalism and basic hospitality that we experienced on such a special occasion. This was, without exaggeration, one of the worst customer service experiences I have encountered - and so early in the year. From the moment we arrived, particularly, the reception manager, Shahida, was cold, unwelcoming, and downright rude. There was no genuine greeting, just a rushed and dismissive attitude. It was immediately clear that we were not valued as guests, but rather treated as an inconvenience. Shahida's impolite telephone conversation with me also added to the negative atmosphere. How can a "wellness centre", which claims to be a place of relaxation, treat guests with such disdain? It was apparent that the manager, Shahida, was more concerned with whatever was happening around her than with properly engaging with us. We felt like mere afterthought, and the experience only worsened as the visit went on. At one point, we were interrupted while getting into our gowns—barely allowed a moment of privacy after the sauna—and Shahida had the nerve to pop her head into the room and rush us whilst getting dressed! To make matters worse, her colleagues were forced to apologise for her actions when we voiced our concerns. That, in itself, speaks volumes. The state of the facilities was equally appalling. Not only was there an unpleasant stale odour in various areas, but maintenance noises disrupted our treatments, further ruining the atmosphere. The sauna room floor was dangerously slippery, with our slippers sticking to it. The massage room was no better—stuffy and unclean, with an overwhelming smell as though it had been hastily prepared for us. I left with a blocked nose, and I don’t suffer from sinus issues. If this is a case of poor turnaround management, then better planning is clearly needed. My partner also noticed ****roaches in the bathroom. This is unacceptable in any establishment, let alone one that claims to offer a premium wellness experience! The general lack of cleanliness and attention to detail is nothing short of shocking. To make matters worse, we had to ask for basic items that should have been provided. The towels and gowns smelled unpleasant, and there were items omitted from the treatment until I had to specifically request it. It was glaringly clear that your priority was not delivering a quality experience but simply ushering us through as quickly as possible, with an apparent focus on financial gain rather than genuine care for guest experience. I am livid. What was supposed to be a special occasion turned into an ordeal of frustration, discomfort, and outright disappointment. We paid for an experience that should have been relaxing and rejuvenating, but instead, we were met with unprofessionalism, dirty facilities, and an overall lack of respect. I strongly urge your management to reassess Shahida's approach to customer service and oversee hygiene standards. This is a deeply embarrassing reflection on your establishment. What we experienced was nothing short of disgraceful. I am absolutely disgusted.