We went to The Spa at Charlton House on a Saturday, we had a lovely day but there were some issues which ruined it.
We were left waiting when we arrived with no idea of what we were supposed to be doing. Eventually when we were approached, we were only provided with one locker between three of us and we had to exchange the robes as they had no cords.
Each time we asked for anything there was a delay due to the disorganisation of the reception staff.
When I went for my treatment (which was fantastic, by the way) I was left waiting a further 15 minutes while reception dealt with other things. Whilst lunch was delicious we were brought the wrong order, which had to be sent back.
Finally and most importantly, they have an online booking system which does not take payment in advance but appears to (it takes all of your details). The staff confirmed my treatment had already been paid for (as I had assumed) only to be abruptly awaken by a phone call on the following Sunday morning. I explained that I would have to check my online bank statements to confirm and call back, I noted at the time that my friend had also been accused of not paying even though she was in possession of a voucher, so I just wanted to check.
Once confirming online that the payment hadn't already been taken, I called back to a very smug receptionist (saying sarcastically "so what did you find?"), she then took payment over the 'phone. I explained that I didn't appreciate their approach and in particular, the accusation of theft (given that they had held my card details all day for the drinks tab), however the response was far from apologetic
Go to Charlton House spa if you like poor service and an early wake up call the next day!
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