Logging you in, please wait...
You are logged in
Log in to your account

Does it offend you?

We expect Wahanda citizens to be polite and well mannered so if anything you see on this site causes you offence (profanities, unauthorised advertising, slanderous comments), please let us know and we'll look into right away.

Before you submit your report, have a read of our Community Guidelines to make sure the content of this review breaches them in any way.

If this is your business, see also our tips on dealing with negative feedback.

River Wellbeing Spa at Hotel Rafayel at The Hotel Rafayel

Worst experience I have ever received in a place where customer service is meant to be their foremost concern, I arrived at the spa maybe 10-15 minutes late, one of the staff I think her name was Mellissa behind the reception came over after asking me to sit down and explained that I couldn’t have my treatment as it would be two hours and they were fully booked, I was shocked when hearing this as I had come a far distance for these treatment, I wasn’t informed on any timing issues prior to arriving. I was upset about this to start with and said I would like to go ahead with the treatments regardless of the lost time, I also had someone accompanying me who was a little late, whilst waiting for my company they were on their computers trying to justify their mistakes, another rude woman called Christina eastern European lady with a very bad attitude told me to look at a screen in which said I was to arrive at the spa at so and so time and it would be 2hours…I never received any of this information, the information I was going by was the one I had received on the phone which did not entail this. I studied the screen for a while and realised that that my name for my email address was spelt incorrectly, this bemused me as I had spelt my email address out to the same lady over the phone, she had not only made one mistake but two, this infuriated me even further, she then went on to say that I had fabricated my booking in not so many words, I was shocked beyond words, I told her I needn’t lie, it was unnecessary, I then showed her my phone and my emails and how my name should have been spelt, she then pulled up my telephone number and said I should have received a text….i received no text message, I told her to show me the number, upon inspection I saw that they had negligently put 12 digits instead of 11, I had had enough at this point, I asked for a refund, she told me I couldn’t get one, I knew this was a myth as she had made not one mistake but two mistake causing several losses on my behalf, they told me to call the agency in which I had booked through, but they didn’t think I would receive a refund, Mellissa then went on to say I could have my 2hour treatment after 20mins, I refused, she had lied initially in saying she was fully booked, these people could not be trusted around my body or belongings, all in all I did receive a full refund, however I would not recommend this place to anyone, simple jobs could not be executed to the efficiently expected at, I could only imagine what the actual spa would have been like, this is a god forsaken place.

Venue scores
Ambience
Cleanliness
Staff
Value

Why are you reporting this review?

Please give us concise information to back up your report

Already a Wahanda citizen?

If you've already registered with Wahanda, why not log in before reporting this content? If you log in we'll be able to get in touch with you once we've reviewed the content you're reporting.

If you're not a citizen, why not register now?

See also our tips on dealing with negative feedback.