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The booking was handled badly, booked for a particular day and time, then had a call two days beforehand (different receptionist) to confirm my appointment for the following day - the wrong day, as I'd booked for the day after, and also the wrong time. Couldn't actually then be fitted in for the original time I'd booked, and had to go for an hour later. This wasn't a huge problem, but the receptionist was not very apologetic.
I was not impressed. Within seconds of entering the treatment room the therapist was pouring out her woes to me, she had certainly had a rough time, as her husband had left her and gone abroad and she had no money, but I had problems of my own (recovering from recent major operation) and I was there for a relaxing facial! Not a very professional attitude. She didn't explain what the facial involved, or what ingredients would be used. It turned out that in fact she was temping there for the first time that day, and while she seemed competent enough in doing the facial, it wasn't the 'bespoke' treatment I'd been led to expect, and it was pretty impersonal - she was obviously distracted by her personal problems.
I had a voucher for the facial, which meant I did get it for less than half price, so quite good value, but I had an eyebrow wax as an 'extra' and that cost me £17 - have never paid more than £10 for one before, but I suppose that's central London prices. Got a price list when I left, their normal prices are eye-wateringly high, no wonder they have these special offers. Can do much better locally and won't be using this Spa again.