3 months ago
Quite possibly the worst spa experience I’ve ever had. At the end of February, I booked a 60-minute aromatherapy massage during my stay at the Sofitel, and I was really looking forward to it. The receptionist that morning was friendly and welcoming, which initially gave me a good impression. Unfortunately, everything went downhill from there. I arrived 10 minutes early but was left alone in a treatment room for around eight minutes without any guidance—no instructions to undress or prepare, just left standing there. It immediately felt disorganised. Before the treatment had even begun, I was asked to pay upfront, which I found unusual. In hindsight, this felt like a way to enforce their strict 15-minute complaint policy and avoid issuing refunds. The therapist then struggled to locate my booking, and communication was difficult due to a language barrier. When the massage began, there was almost no pressure—it felt more like lotion being applied. I asked for medium pressure (as I had also specified on my consultation form), only to be told I would need to pay extra. This was not stated anywhere on the treatment menu. More concerningly, it seemed my consultation form hadn’t been read at all, which is unacceptable given it includes important health information. When I questioned this, the therapist became abrupt and suggested getting the card machine while I was lying exposed on the bed—highly unprofessional and uncomfortable. Shortly after, the pressure suddenly became excessively forceful, to the point of pain. The technique was poor, and I had tears running down my face during the treatment. When I said it was hurting, my concerns were dismissed. I left feeling physically sore in a way that clearly indicated injury rather than relief. There were multiple other issues: the therapist was chewing gum throughout, loud radio music from reception could be heard clearly, the door being opened and closed meant anyone in reception could see my lying there exposed, and she was using her phone for music, which was repeatedly interrupted by notifications. At one point, she even stopped the treatment to check her phone. The overall environment and professionalism were far below any acceptable standard. I left the spa extremely upset and in tears. The following day, my partner requested a refund, but we were told complaints must be made within 15 minutes of the treatment—something that was never communicated. Instead, we were offered a “VIP experience,” which was not appropriate given the circumstances. After reading other reviews, it’s clear this is not an isolated incident. Save your money and go elsewhere—this experience completely fell short and negatively impacted my stay.
