We had a really bad start to our visit here which completely ruined the whole experience. In a nutshell, rude staff and less than 4* spa facilities
Initially I booked a Sunday-Monday retreat, however when I received the booking confirmation from Treatwell, it was not clear what time we could arrive on the Sunday, so I called ahead to clarify, in which I was told we could arrive at 10am on Sunday.
Once we arrived we were rudely stared at in reception and told to go to the spa. When we arrived at the spa I explained to the beauty therapist that our room check in was not until 3pm, but that we were informed we could use the spa before then. The therapist disputed that I had rang before and demanded evidence of my call history to show this. Once I provided this she explained that we wouldn’t be able to have robes as the spa was full and our room was not ready yet. She also stated that we would have to carry our belongings around with us (the spa was extremely sparse with only a few couples there).
She later found us and showed a page on the Federicks spa website of the package deal - that explained we were not allowed to use the spa before 3pm on the Sunday. I explained I had never seen this page as I booked through a 3rd party site (Treatwell)
She then provided us with a locker to put our things in (must have felt bad)
As we walked around the spa to find a place to sit, we accidentally walked on the decking by the pool (I know right, who would put decking by a pool?!?!) . Another beauty therapist quickly walked over to us and told us not to walk on the decking again and that it had a sign on it stating not to walk over it - that this was important as it had some pool engines/ equipment underneath. Again adding to us feeling unwelcome
Overall we won’t be coming back here. I know it’s not a 5* spa but a little compassion and empathy wouldn’t go a miss with the staff. Our room was so daring and smelt to high heavens of damp.
We left first thing on the Monday, worth skipping breakfast for!
Lauren Christie - Jones
7 months ago