It saddens us to have to write this review, but we want to let others know of our experience at this Hotel Spa.
We are a party of 45 persons here in Malta staying at this Hotel to attend a family wedding at the adjoining "Villa Brassiere". The mother of the bride (along with others from our group) elected to have some treatments at the Hotel's Spa the day before the wedding which included a parrafin wax pedicure. During the treatment, she indicated that the wax was too hot for her right foot but but was assured by the therapist that it was normal and the treatment continued. Immediately, after the treatment there was no initial pain, but as we know, the degree of pain is not related to the severity of the burn - the most serious burns can be painless initially. However, within hours of the pedicure, her right foot was throbbing in pain, the area around the toes were showing signs of redness and swelling, the ball of the foot was inflamed and a large blister formed between the toes (see photo attached). Because of the pain, she was unable to sleep the night before the wedding and with the severity of discomfort, a doctor was eventually brought to the room by the Hotel staff on the morning of the wedding. He confirmed (in writing too) that the foot had in fact been scalded.
At this point, it should be noted that Hotel reception staff were not very co-operative or of any great assistance when, only hours before the wedding, we had to try and have the doctor's prescription filled. The medication was eventually obtained through the assistance of non Hotel staff (ie. staff working with our wedding planner!).
As you can imagine, the wedding day was marred by this event - the bride herself had to watch her own mother been treated by a doctor on her wedding day! It caused major stress and anxiety to the family and brought the bride herself to tears on her wedding day. As every parent can appreciate, spending years planning a child's wedding only for it all to be ruined by a treatment at a Hotel Spa was not part of the plan! The mother of bride's goal was not to have to attend her first child's wedding pumped up with pain killers and crippled in pain through no fault of her own.
To make matters even worse, when this matter was brought to the attention of the Hotel Spa managers, they have suggested that the blistering was caused by the wearing of a flip-flop shoe after the treatment! When shown the written documentation from the doctor confirming the scalding, their response was that the doctor is not a therapist and doesn't know about parrafin wax treatments. Ironically, whilst not admitting liability, they have agreed to pay the medical costs, but their offer of compensation for this incident, extended to a refund the costs of the pedicure and invited the mother of the bride back to the Hotel Spa for a luxury treatment. I think you can agree, returning to the Hotel Spa for any treatment is not high on our priority list!
The Hotel advertises and promotes the spa on their website and in their in-room brochures as a place for peace and relaxation - our experience couldn't be further from that ideal.
Due to the seriousness of this matter and the failure to agree an amicable settlement with the Hotel Spa, we will have to persue this matter through legal channels. Fortunately, for the family, the wedding party included a solicitor!
Our stay here at the Hotel will come to a close this weekend, and this incident has cast a great shadow over family wedding, our stay at this Hotel and our visit to Malta.
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