3 months ago
I was really excited to book a facial for myself and my partner before our trip, but my experience with the spa’s customer service was incredibly frustrating and disappointing. I initially called the operator to be transferred to the spa, and when I finally got through, the receptionist seemed completely unprepared. When I asked for details about facials and pricing, his immediate response was, "Do you want a couple's massage?"—which was not what I asked for at all. It was frustrating that he didn’t seem to listen to my request. On top of that, he didn’t even know the names of the facials and had to check the menu while simultaneously talking to someone else next to him instead of focusing on assisting me. Since he couldn’t provide the details properly and was struggling to pronounce the names of the treatments, he offered to send me a brochure. He then asked for my phone number, which I provided, only for him to interrupt me and ask, "Do you want the brochure by WhatsApp?" This was just common sense—if he was asking for my number to send a brochure, why would it be sent anywhere else? I called back and spoke to an operator named Sharu, expressing my frustration and requesting to speak with the spa manager. He assured me my call would be transferred directly to the manager, but instead, I was connected to the same spa receptionist again. When I asked to speak with the manager, he outright refused to transfer my call. At this point, I was fasting and didn’t want to repeat myself over and over, but my concerns were completely ignored. To make matters worse, even after providing my phone number, it took a long time to receive the brochure through WhatsApp, making me wonder if I had even called the right place. This experience was a huge disappointment. My partner and I were seriously considering staying at the hotel, but after this one call, it’s clear that the staff is not well-trained, and the service is far from what we expected. If the booking process is this difficult, I can only imagine what the actual spa experience would be like.
