Samanta

Had purchased a voucher at this spa back in December for my mother's birthday in February. When the day has come, my mom went to the Pampering Palace only to discover that apparently they had a fire SEVERAL WEEKS ago and therefore she could not use the facilities. This is totally unacceptable from you! Was it so difficult to inform customer so that other arrangements could be made and birthday would not get ruined as well she didnt have to travel to the other side of London?! I wrote complaint letter to both parties - voucher website and as well Palace Spa and received immediate response from voucher company with refund however no response from you in a whole week. Writing this review to shame you for not even bother to apologise. ********UPDATE AFTER OWNER'S RESPONSE BELOW********** I understand that such incidents are unfortunate but because neither I or my mother was ever informed about it, i wrote apparently. My mother has been to Pampering Palace two years ago also through Groupon and loved it, i have always communicated via email so I dont know the reason you have no email address, it was one back in December 2017 and functioning well, i have been communicating via it with Murat. I emailed complaint letter to Murat week ago, he replied he does not work there anymore and wrote your (owner's) email address to which i expressed my frustration and complaint and again - since i had not received your response and apology, i wrote this review. Your staff have NEVER informed my mother about fire, there was no phone call and one of your staff member checked it once again and upon my mother's arrival, replied "i do not know why you have not been informed" My mother was approached in a rude way on her birthday which is appalling and totally unacceptable from your side. No massage was offered as well as you write below. We could have avoid all of this negativity if you had only approached us in friendly manner, but now im sorry to say we will never be coming back to use your Spa facilities. Best of luck to you and your team.