Shocking service and experience

I had purchased a number of vouchers for myself to use at a future date from the Heavenly spa. On 24/09 I called the Heavenly spa at the Westin hotel to enquire which of these vouchers I have used and which were still valid as it is difficult to keep track. I received confirmation via telephone as well as an email recording in writing that I had 2 vouchers which could still be used. Based on this information, I made a booking for the very next day for the sole purpose or using up the one voucher, being a monetary amount. I went for the treatments the next day. Upon checking out, the receptionist advised me that the voucher had in fact been redeemed at a prior date. She said she would get the lady who spoke to me previously to call me. She then called and asked if I would be happy to apply to value of my one unused voucher to settle part of the "outstanding amount" for the treatments I went for, meaning i would forfeit the outstanding voucher which i paid for. I immediately agreed, despite this being their mistake. She said she would have to speak to her manager about the way forward on the "outstanding amount". I reminded her that the only reason i made a booking was because she had advised me that i had unused vouchers -which she seemed to understand. Shortly after, she sends me an email, copying her manager and asking whether i would prefer to receive an invoice or a payment link to settle the remainder of the amount! No responsibility taken for providing incorrect information, which I re**** on, and which they are now shamelessly asking me to pay for.

A couple of other points: I booked a 45 minute manicure and instead received a 30 minute (substandard) mani. I raised this at reception. Reception queried this with the the****** who told them that she fetched me early and so I received my full 45 minutes. This was incorrect - she fetched me about 3 minutes early and spent another 5 minutes in the treatment itself fetching warm water and random items. The insulting solution offered to me was the charge me for the full 45 minutes "with a 10% discount"!!! They went to the extent of reviewing camera footage and after discovering that I had in FACT been short changed on time, decided to charge me for a 30 minute treatment. What an absolutely unnecessary, draining and terrible experience!! People come to the spa to relax, and should your the******s not do what they are supposed to, your customers expect that this should be dealt with in a professional manner in line with an experience expected at a supposed 5 star spa.

I have been visiting this spa for over 10 years with my partner and both of our experience is that this spa has deteriorated rapidly both in terms of customer service and the actual quality of the treatments. Latest case in point- the the****** doing the manicure did the buffing, filing and nail treatment first (injuring my cuticles whilst she was at it), and did the hand soak and exfoliation last. Never in my life have I experienced this process - water soak is done as a first step to soften the cuticles. When I queried this with the manager she advised that the the****** had performed the treatment "exactly the correct way". This is bizarre.

General experience is that treatment at this spa is inconsistent. Many of the the******s do not know what they are doing. The good service we received over 10 years ago has been eroded, and many of the facilities which made the spa worth visiting have long been done away with (like the water beds).

For those looking for a treatment that is actually Heavenly, there are so many other spas who value their customers, take customer satisfaction seriously, and do not try and short change their customers. The Angsana spa at the vineyard is an excellent alternative.

This is the end of the road for me at the Heavenly spa after 13 years - after this unpleasant experience, you have now lost two customers for life.