Incompetent management and poor customer service

I have visited Zau spa a number of years ago and was very impressed. When I visited Gauteng early January me and friend decided to book a package. Unfortunately due to her work we had to move the appointment 1 day earlier. Via mail they confirmed it (although they said the next time we change a booking there will be a fee charged) The day before they contacted me to confirm the booking. An hour late they phoned again to say that that package is not available for the Tuesday, I must pay in for the appointment. I was not prepared to do that seeing the it already cost me R850 per person. I phoned and ask for my money back as I was not able to reschedule as I was returning to Cape Town the weekend. Telephonically they confirm that this was in order and said I must email them my banking details.

Two weeks later I followed up as I heard nothing from them. Now they tell me they are not going to refund me. When I asked them to speak to the owner - they said the owner doesn't give her number out. I then asked if the owner can phone me. No reply.

I am extremely disappointed in the service and communication of Zau spa. Never to recommend to anyone.