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River Wellbeing Spa at Hotel Rafayel at The Hotel Rafayel

As posted on Tripadvisor.co.uk on 1st October 2013

If it is even possible, I wouldn't even want to rate it!

We came here today to do a couple's spa relation package that was advertised on website and upon arrival for our 10am morning booking, the staff were not here yet and we came with the full intention of spending the whole day at the spa using the facility and was told on the phone when we booked that all was working. This morning it was absolutely horrible! There are no lockers for us to use though there are lockers plentiful but with no keys. Then the jacuzzi is not working and they only have the sauna and hydrotherapy pool available. So that doesn't leave us much to do and to spend a chill-out time here. Then the staff and manager told us that the facilities is not part of our spa package and it is just complimentary if it is available. Well we could have made our choice if we were informed that part of the facility was not available if they were to call or email us even before-hand. Especially when London is not short on other spa choices with full facilities. And when we asked for any compensational or discount, they kept insisting that we are paying for what we are paying for! After calling a few spas in London and all were fully booked, I was hugely disappointed and upset and told the manager so. They did give us a 15 pound discount and a return to use the facility after all things are 'running' properly but seriously, I will never step back here again after today!

Not recommended to come if this was the type of 'service' we are paying for.

(((( Followed by a rather DEFENSIVE note by the PR Mgr, well here are to give our review on Wahanda)))))



Actual experience the manager was not forthcoming with any solution when my comment was posted on Tripadvisor.co.uk and as what was stated in Wahanda the package was with full use of facility!

And we meant to elaborate more on what happened after consider that I have to travel back to Malaysia the next day and didn't get around to do it.

Being DEFENSIVE, not FORTHCOMING with proper solution for CUSTOMERS at the time of incident are really PISSED POOR PERFORMANCE!

Consider we are not the first to complain about your establishment. Your lockers were not working even 4 weeks earlier as notified by another complainant in Wahanda itself. We meant to post a complaint on Wahanda but witheld it to see if your FACILITY, SERVICE and OVERALL PERFORMANCES would meet to minimum standard come Jan or Feb 2014.

Frankly I am not interested to go back and you can kindly keep your opinion to yourself as what COUNTS are the consumer's opinion and really not yours in this case.

We have nothing against you with exception of POOR CUSTOMER SERVICE and HANDLING at the time of our visit which was hugely disappointing and unfortunate for us to start with and do ask Melissa, I did break down and cried when my partner was doing his treatment!

So no thanks for your message there in Tripadvisor and my posting remain as it is and as far as I am concerned, my review stands!

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