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“AVOID THE SPA!!! Lying staff / management and terrible service. Hotel was fine - but not 5*”

Hasdrubal Thalassa Hotel Spa
Attraction details
Manchester, United Kingdom
1 review
common_n_attraction_reviews_1bd8 19 helpful votes
“AVOID THE SPA!!! Lying staff / management and terrible service. Hotel was fine - but not 5*”
Reviewed 8 October 2013

Had a really nice time the hotel is very quiet and not much entertainment definitely more of a 4* star than 5.

Our holiday was completely ruined by the disgusting behaviour of the Thalasso Spa staff and management...

My friend and I booked a treatment on our first day which was fine so we then booked in for a 4 handed massage for later in the week, we arrived 10 mins before our appointment as advised. I was called in 25 minutes late and throughout the entire massage had to listen to the 2 therapists talking and laughing. The treatment which was supposed to be 50 minutes was only 40 mins long. My friend was left waiting 45 mins at which point they said that they couldn't offer her the treatment she had booked as one of the therapist hadn't turned up so she chose a different treatment that was cheaper but lasted one hour. After 45 minutes they had finished.

We complained to the manager who said she couldn't give us a refund and that we would have to come back the next day to speak to the Dr. I have never met such a rude and disrespectful person. Firstly she agreed to give us a refund but claimed she had no money at that time and to return at 1pm - which we did. At 1pm she wasn't at the spa and had left half of the money with the other Manager. We refused the half refund as that wasn't what had been agreed. Although the hotel is separate to Thalasso, we spoke to the Hotel Manager who was great and we came to an agreement that we would accept half of the money and each have a 30 min treatment as a compromise.

We requested the money before we went for our treatment and were told it would be waiting for us when we had finished, so we had our massages in good faith that they would honour what had been agreed. After the massage the Dr then refused to give us the money back, after several cross words it was clear we were getting no where but to be lied to and tricked by somebody who apparently works in a professional environment is disgusting. She was ignorant, arrogant, rude and would not know customer service if it hit her in the face.

This review is not a reflection on the hotel, just the Spa - it's a shame that Thalasso Spa ruined the last day of our holiday and put a massive dampner on what had been a lovely holiday.

AVOID THE SPA - unless you want to be ripped off, lied to and treated poorly.

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