Cezanne B

Three Visits, Three Disappointments — No Accountability

This was my third visit to this spa, and unfortunately my third poor experience. • December 2021: Visited with my mother. Multiple service issues, including lunch delayed by two hours. I sent a detailed complaint email and was assured the issues would be addressed. • 2024:  Returned for a friend’s 40th birthday. I emailed in advance referencing my 2021 complaint. Despite this, the same lunch delays occurred. • December 2025: Booked a year-end spa day for my assistant. Sadly, nothing has improved. We were placed indoors without being asked about preferences. Treatments were average, products were not explained, and facial masks were not properly removed. Lunch was again late (almost an hour), incorrect, and identical to previous failures. Repeated requests to speak to a manager went unanswered until we returned to reception - and she was more concerned about the lunch order. No warm refreshments were available in the garden area during long delays despite stormy weather - only available at reception. Another guest in the change room was visibly upset and stated she would not be returning. I cancelled the remaining treatments and I ended up taking my assistant to a mall salon instead. A stark contrast to the refined experience promised. Most telling: despite raising concerns during the visit, no one from the spa has followed up at all. After these experiences I cannot recommend this spa.