I hate writing negative reviews, and always also hate reading them! Although sad to say that since I last went to the spa back in 2011, the latest experience wasn't that good.
Last year, we had a brilliant Hamman and Rasul, along with usage of the various relaxation and change rooms. It was that good, we bought vouchers for our family to check out, and they enjoyed it too.
This time not so good. First indications was upon arrival. Even though we arrived early, there was an unprepared air to proceedings. Next, there was the removal of footwear, in the main throughway area. We "get this", but starting with the 1st stage of undressing, of shoes and socks, in full view of other guests, staff, management and what seemed to be about 20 people was very odd. Indeed, whilst we respected the "quiet, low noise" to maintain the calm spa feeling, the 20 other people were certaintly not. It was everything from deliveries, to cleaners, to wedding organisers, to guest wanting to purchase products. My wife and I were sat there, sans shoes and socks, in the hullabaloo. Lovely.
Next, I was taken straight to my treatment room. Slightly dissappointed, as last time I went to the changing rooms downstairs, which are lovely and had a shower. I needed one this time too, but marched straight into the room and instructed to go onto the table. I half thought about using the shower in the room, though it wasn't offered, and I was conscious that the lady was already 5-10mins late and it would just eat more into my time. I'd turned up early just to shower and relax - not happy and not a good start!!
So, I went for the Maharaja, which is a Thai herbal compress massage, followed by Hot Oil massage. It was rubbish. Now I must say first, my expectations are always low when it comes to massages. 90% of places I go to in the UK haven't a clue how to massage, and it's only the authentic Thai massage places, with people who've had proper training, are any good. But, the Turkish massage I'd had previously here was actually ok, and I has slightly better hopes. Nope, totally wrong. Unfortunately the lady didn't have the strength or technique to have any effect. I was thinking the whole time, that my wife would probably enjoy it, as it was very gentle and calm ... (totally the opposite of what a Thai massage is about!), but for me, and I guess most men in general, a waste of time.
One of the reasons for booking this particular treatment, was due to the period being 90mins. I often find 60mins is far too short. Well, I was out after about 50mins! I had no idea of the time. It wasn't until I realised my wife was still in her 55min facial (when I couldn't find her outside) that I realised how short I'd been in there for. Not happy.
Now, at £90, this was over double the price of a normal massage. It was rubbish, lasted nearly half of what it should, and to top it off, I had to sit in reception putting my shoes and socks back on in front of yet another crowd of people.
We cancelled our evening table in Ciro's and went to Chester instead.
I must add that my wife had one of the best facials, so not all bad.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
9 May 2012
It was with great disappointment and surprise that we read your review. Firstly may we apologise that your most recent experience at Spa by Kasia was not to the usual high standards. As you will know from your previous visit, we normally pride ourselves on the highest level of customer service and make every effort to ensure that our customers have the most excellent and relaxing experience with us.
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We feel that it is rather unjust to make a sweeping generalisation that the spa has gone downhill when your unfortunate experience was merely a result of the idleness and disrespectful attitude to the Spa standards that one therapist has shown. The therapist in question has greatly let us down and although we realise and accept that it is our responsibility to ensure that all therapists maintain the highest of standards when working for us, which we clearly set out to all therapists from the outset, unfortunately we cannot anticipate them choosing to act against our standards and cannot always control or even be aware of what they do once the treatment room door is closed. This is why we deem it very important to receive such feedback from our guests, preferably at the time of their visit, so that we can act upon any such issues accordingly. We can assure you that our Spa has not gone downhill; as the feedback from your wife goes to prove when you mention that her facial was 'one of the best'. The therapist responsible for not complying to work to the exceptionally high standards we set has been reprimanded accordingly as we do take this matter very seriously and will not tolerate any lapse in our usual high standards. We regret that you felt the need to generalise the spa as a whole in a most negative manner when we have, with the exception of one member, a fabulous team with incredible passion for their work and great pride in their ability to provide the upmost customer satisfaction.
May we also take this opportunity to point out that extended use of the spa facilities and changing rooms are only available when booking a spa day with us, as you had only booked an individual treatment with us on your most recent visit unfortunately this does not include use of the spa facilities, hence why you were taken straight to your treatment room and not the changing area. As you are aware, after we read your review on Trip Advisor we did contact you personally to apologise for your unacceptable, and out of the ordinary, experience and we were delighted to hear that you will be returning to experience our usual high standards. We look forward to welcoming you back to Spa by Kasia.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC