Spabreaks.com
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Unacceptable service from Spabreaks.
Unacceptable service from Spabreaks. We booked spa treatments for 18/1 at Revive at DoubleTree by Hilton Cheltenham – Cotswolds. I confirmed twice, both on the website and via email, that our treatments should be at 12:30 pm so it would be after our hotel checkout. I was also told twice that the spa would contact me to confirm arrival time, but I never received any call or message. When we arrived at the spa around 12:00 pm, we were told they had been expecting us at 11:15 am — a time we were never told about. Because of this, they initially said we had missed our appointment and couldn’t be treated. After about 20 minutes, the staff very kindly managed to fit us in, but at different times, meaning we couldn’t enjoy the pool and sauna together and had to reschedule our afternoon tea. They even gave up their own breaks to help us, which shows the issue was not with the spa staff but with Spabreaks’ communication. This was meant to be my birthday celebration with my friends, and instead of relaxing together, we spent the day stressed, separated, and constantly changing plans due to mistakes that were not ours. Poor communication, no confirmation of correct times, and a ruined experience.