My mother of 60 and I decided it was the perfect time of year to go away and enjoy a relaxing spa break. Unfortunately within only 1 hour of being at Cedar Falls we discovered that not only did one member of staff show a complete lack of customer service, but was also very rude to us and later on revealed a deceiving nature. As we entered the 'Oasis of Tranquility' there was relaxation beds and music, also a 'Quiet Room' and opposite this was a large room with a basin and some locked treatment rooms, there were then some open rooms with lava lamps and flotation beds with damp used pool towels on, my mother and I decided to start with the dry float beds, within 5 minutes a spa assistant came over to us abruptly and said we needed to leave as these were for treatments only, we apologized profusely, and made our way to leave and asked where the signs were to say that this was a treatment only area (there were none) and she continued to say that they had been made up, the beds were not made up as they had wet used towels on them, but she continued to argued very unprofessionally with my mother to say that she had to go to effort and prepare them again, she was very cold and blunt with no understanding of why we'd thought we could use the beds.This experience was very unwelcoming and not acceptable as the beds were turned on and in the public area with no signage to explain otherwise. We immediately were made to feel like 2 naughty school children, had the situation been held with professionalism and a sense of customer service, we wouldn't have walked away feeling so unwelcome and inconveniencing.We continued to use the services throughout and put it behind us, we enjoyed the cool indoor poor with waterfall and the hot bubbling Jacuzzi, we ordered a afternoon tea in the rose garden where we overlooked stunning views of traditional English country side. Spectacular views and wonderful dining were the highlights of our overnight stay.The bedding was of high quality and was very comfortable and clean. The spa facilities were very average, I was disappointed that neither steam rooms seemed to be working well or at all, I tried to use a shower that wasn't working, when things aren't working its nice to be told or to have a small notice/sign on to tell you. The same Spa assistant that had shewed us away from the relaxation area had seen me looking for my pool towel when she told me that she'd put it in the laundry bin and this laundry bin was upstairs in the beauty clinic reception. I thought this was very unhelpful and unkind of her, as nobody would want to use the same towel that had been mixed up in the dirty laundry bin, there was no offer to even tell me where to get a fresh towel, let alone find one for me, again a small confrontational almost rude conversation, with this member staff left me feeling as if customer service wasn't important to the Spa. I have to comment that I've been to many Health Spas worldwide and the facilities and maintenance were not up to scratch. Upon leaving we realised that we had been billed the full amount for Dry flotation bed treatment! although nobody had informed us, or even asked our room billing number for this, so our room number was looked up and billed without our permission or any explanation. I believe this behaviour was almost malicious from the spa assistant, even explaining to someone higher what had happened and that we'd only been laying on the beds for 5-7 minutes (not a full hour) so being charged anything let alone the full price seemed ludicrous, we were merely apologised to and the price of the so called spa treatment that we received was put down to £15.00, but as a believer of justice this was an outrageous end to the stay and it really did add insult to injury. The value seemed okay, I cannot stress enough that a Spa is not a place to feel an inconvenience and not a place to feel confronted and slightly attacked by anyone. Every other Spa I have visited has been well maintained and had a relaxing yet professional environment for people to enjoy where all staff have been friendly, unfortunately due to our experiences at Cedar Falls Spa we left un-relaxed, unhappy and out of pocket. Sadly we will not return to Cedar Falls due to this recent trip. I cannot recommend it to anyone because I wouldn't want them to feel as disappointed as we did.
- Official Description (provided by the hotel):
- Cedar Falls is a welcoming retreat set in over 40 acres of grounds, amidst beautiful Somerset countryside. Guests enjoy all inclusive stays as well as full use of indoor and outdoor swimming pools, 9 hole golf course and restful stays, where the outside world will seem a million miles away. A rich palette of spa treatments is available including traditional beauty and body treatments as well as wonderful natural therapies. A packed schedule of exercise and relaxation classes is available daily. ... more less
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- Also Known As:
- Cedar Falls Health Farm Hotel Taunton
- Cedar Falls Relaxation Centre Taunton
- Cedar Falls Health Farm Taunton, Somerset