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to expect a refund/free treatment?

(36 Posts)
JRmumma Sat 12-Apr-14 22:45:09

Had a massage at the local Dove Spa today. The spa is in the local shopping centre, a few doors along from a soft play place you can leave your kids while you shop.

Ive had a massage there before and it was great, very relaxing. Today again the massage was fine, but all the way through I could hear children screaming from the soft play centre and it did not make for a very relaxing experience.

On my way out I complained to the receptionist and then the person in charge (who wasn't a manager, they had gone home for the day) and was essentially told 'what do you expect us to do about it? They said that if there was something wrong with the actual treatment then they could maybe resolve it or book me in for a repeat treatment, but as it was something out of their control, there was nothing they could do and i have to take it further with their manager/head office to see if they would do anything.

I explained that i would have expected that the wall was sound proof, given the nature of their business, if the noise was a problem (which it clearly is). I said that i understood that i was paying for the entire experience, not just the actual massage and that if i wanted to listen to kids scream whilst i was getting my massage, i would have paid a mobile service (a considerable amount cheaper) to come to my home and had it whilst my own child was in the room next door.

Last time i had a room on the other side of the spa and so maybe you cannot hear the soft play noise over there, if i had known this i would have requested a different room. They have a sign in reception asking clients not to bring their kids in so that they can maintain a calm relaxing ambience. That's a bloody joke if you can hear kids screaming through the walls anyway.

AIBU to expect a refund or a free treatment to make up for the fact that my experience today was ruined?

WorraLiberty Sat 12-Apr-14 22:48:06

YABU really if you didn't stop the massage as soon as the kids got on your nerves.

I think I would have stopped them right there and not gone ahead with it.

They're right, there's not much they can do and from their reaction it doesn't sound as though they've had other complaints?

Amytheflag Sat 12-Apr-14 22:48:10

Didn't you hear the noise at the beginning? If you'd spoken up then you'd be reasonable but you chose to stay despite the noise. That makes you unreasonable for expecting a refund. It's the equivalent of complaining about a meal after you've eaten every scrap.

RevoltingPeasant Sat 12-Apr-14 22:48:43

YABU. Sorry but you sound like you are out for what you can get.

CoffeeTea103 Sat 12-Apr-14 22:51:15

So you continued your massage even though the atmosphere was not enjoyable?
A bit like eating the meal and complaining when it's finished?
Yabu and trying your luck for some freebies.

Only1scoop Sat 12-Apr-14 22:51:26

You should have mentioned it as soon as it annoyed you. Next time request room away from noise.

WooWooOwl Sat 12-Apr-14 22:59:01

What the receptionist told you was fair. YABU to think she should ahvr offered you a free treatment or a refund there and then.

JRmumma Sat 12-Apr-14 23:00:28

They were well aware of the problem, that was clear from their reactions. I didn't stop the massage because tbh I'm not a complainer and usually id just let it go but i was working myself up as it went on and on and by the end i was a bit upset. I know that sounds a bit wet but this massage was my only birthday present and the only thing and time ive had for myself in the 8 months since DS was born. I was so looking forward to it and i just feel like it was completely wasted.

Alisvolatpropiis Sat 12-Apr-14 23:00:52


Only1scoop Sat 12-Apr-14 23:02:03

To be honest like someone said up thread it's like eating the while meal and then telling the waiter you didn't enjoy it.

Only1scoop Sat 12-Apr-14 23:02:37

That would be 'whole meal' blush

WorraLiberty Sat 12-Apr-14 23:21:38

You don't need to be a 'complainer' to simply say, "You know what? That noise is really stressing me out. I think I'll come back when it's less noisy unless you have a quieter room?"

But you complained on your way out anyway, so I still don't see why you didn't just stop the massage?

MontyDonnsgirl Sat 12-Apr-14 23:25:05

YANBU. When you're stripped off and prone it's pretty hard to sit up and say "those kids are too loud!"
If the place had any notion of customer service they'd have offered you an alternative, and potentially kept a customer as I'm guessing now you'll be taking your business elsewhere!

Maryz Sat 12-Apr-14 23:26:15

Message withdrawn at poster's request.

MincingOnBy Sat 12-Apr-14 23:26:32

YANBU I would also be pissed off with that

aermingers Sat 12-Apr-14 23:32:10

YABU. You should have mentioned it was a problem while having the massage then maybe they could have done something. But you paid for a massage and had a massage so they're under no obligation to give you anything.

expatinscotland Sat 12-Apr-14 23:34:34

YABU. Out for a freebie.

ACatCalledColin Sat 12-Apr-14 23:36:22

Is this for real?

Viviennemary Sat 12-Apr-14 23:40:45

They must be a bit clueless to set up next to a noisy playcentre. I think you should be entitled to a discount of another treatment if they want to keep customers.

JRmumma Sun 13-Apr-14 08:04:02

Ok so consensus seems to be that ive had my massage so what's the problem.

In hindsight i should have stopped the massage when the noise got really distracting, probably about 20 minutes in, but however silly it seems, that just didn't feel like an option at the time. Id have felt as if i was making a scene, whilst semi naked. Not a position id have felt at all comfortable with.

If it seems like in out to get a freebie then yes i suppose i am. But not just trying my luck, i do genuinely feel like ive been stitched up.

poubella Sun 13-Apr-14 08:16:11

Were you apologised to during the massage ?
I had a similar thing recently where an elderly gentleman was having some physio or something in the pool near the treatment room and was groaning very very loudly so we could all hear. They kept apologising but I did not complain as it is just one of those things.
Was there not tinkly music to drown it out ?

UncleT Sun 13-Apr-14 08:18:06

Stitched up? That's a bit strong. Why was the location of the place any surprise to you at all though? Surely you knew there could be noise in such a busy place. Getting into discussions about how thick the walls are etc. is just ridiculous. YABU.

TheRealYellowWiggle Sun 13-Apr-14 08:25:13

I can see given that you wanted a rare child-free relaxing experience that hearing children was the last thing you needed! Didn't they have the whale music turned up? I don't think you were spoken to very nicely. It wasn't one-off building work or a thunderstorm after all, it will happen regularly. Go elsewhere next time.

Marylou62 Sun 13-Apr-14 08:26:43

The noise wouldn't have bothered me at all. I have trained myself to not hear any childrens noise if I am lucky enough not to have to deal with it!! I would have lain there in bliss thinking...'Oh how lovely, kids having fun and I can ignore it'. I work in an indoor soft play centre and its amazing how you get used to it! Next time ask for another room.

saintlyjimjams Sun 13-Apr-14 08:28:08


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