Untrained staffing Problems, Small Business owner- No Customer Service

I had a friend down for the UK on holiday and decided to book a 2 hour treatment for 2 couples at the Spa. I have used the facilities a number of times n have to say this is the last time i will be using them. After calling and confirming the treatment was for 2 couples i went on further to WhatsApp their office number to confirm the booking for 2 couples.

We get to the place only to be told that it was booked for 2 people only!!!. I requested to speak to the manager, and was informed she was not available. After Enquiring with the lady at the front desk for the managers number i was given the office cell number (which i dialled only to be have one of the nail technicians sitting right in front of us with the office cell). When the lady at the front desk/ receptionist was questioned for the managers number i was told they do not have it and have no way of getting into contact with her.. Clearly that was a lie. The lady at the front desk (its a pity i do not have her name) made no attempt to accommodate us with another time slot or finding a solution to the problem, instead i was given a dumb founded look, and told there is nothing that can be done.

We then left as the dumb struck and unhelpful look was getting more intense as we continued to ask questions.

Eventually we managed to get the owner’s contact details(Michelle), from google search, whom was just as unhelpful and made no attempt to rectify the situation.

The staff are incapable of booking appointments and have very little to no training. This was evident when a simple instruction, as follows, could not be booked down correctly:

“Hi jus to confirm my appointment for 2pm for 2 couples for the special 2hr treatment”.

It’s amazing that we want the people to support small businesses and here we are... yet they are incapable of customer service and simple administrative work.