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I have vitiated the spa twice now and had 2 very stressful visits due to the reception staff. Upon our first visit it was impossible to get through on the phone number to make a booking – as compensation we were told to turn up and receive 20% off (the same deal available on this site). We arrived only to be told that the 20% off did not apply and the member of staff that booked it was not authorised to apply the offer. We were told to pay £120 rather than £95, we began to leave – and then the reception staff changed their minds and said we could have the deal for £95.
We went through and waited for our lunch for 30 minutes – it did not arrive. We asked the bar tender when our lunch would arrive as we had treatments in 20 minutes. She informed us that the reception staff had not passed on our order. She apologised and arranged our food – she was very helpful. Lunch was nice and healthily and the spa was good too however we needed to rush lunch to make our treatment appointments.
We made a second booking via Wahanda for August 2013 – we turned up and showed our voucher booking on our mobile phone only to be told we must have a printed version (surly they just need the code?!). They were rude and unhelpful (in particular the manager of the spa who you would have thought would lead by example) telling us to go home and print the voucher and then come back – sorry but I am from London! They do not have internet access for customers but luckily I remembered we could use the gyms computer to forward them the voucher to the spa for them to print – go David Lloyd gyms!
I am a digital marketing professional and I work across multichannel campaigns – I previously worked on a CRM beauty program and we found that only 35% of UK consumers have access to a printer. My point here is that the spa needs to get with the time – they only need the voucher code number and could view the mobile screen and not a piece of paper. They were difficult for no real reason.
Would I go back? I am not sure as the reception staff and manager are rude and unhelpful, they need customer service training - they have given me 2 stressful experiences. Shame as the spa is nice but so are so many others.