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I don't think I have ever written a bad review in my life, but I feel so strongly about the customer service I have received recently from Lifehouse Spa and felt I had no choice but to do so. As far as the spa and hotel go, it is nice but the spa area itself isn't very relaxing and didn't look very clean.
My complaint is about the food and the service; I booked my mom and sister in for this last Saturday for an overnight stay which included dinner. The food tasted nice enough but within 2-3 hours of eating I was violently ill and endured vomiting and diarrhea. At around midnight my sister called the porter to remove the bathroom bin and provide more toilet paper – I was mortified that the poor chap had to carry that bin but we had to get it out the room. He said he would mention the illness to management.
When we checked out nothing was said to me until I asked if they had received the message from the porter, the first thing the lady on duty said was ‘food poisoning takes 12 hours to take effect’, no sorry to hear you were ill, nothing! I disagreed with her as this is not true at all, but she was just adamant, I then had the duty manager come over and she said they would need to look into it and that nothing could be done there and then – so I had to pay in full for the meal that had made me so ill. They said one of the owners wanted to talk to me about it and would call in a few days. After a few days I received a call from one of the owners, and he at least said sorry for me being ill but in the same breath said it couldn’t have been their food and refused to take any responsibility!! I had been at the hotel since 1pm, had my lunch and dinner there – what else could it have been? He offered a discount treatment on my next visit to which I politely declined and requested a refund for my dinner – which I think is reasonable – he refused point blank saying it wasn’t the food and that was that! I commented that his customer service wasn’t very good and he pretty much ended the conversation …I’m still gobsmacked!
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