to expect a refund/free treatment?

[JRmumma]

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?

[angelos02]

YANBU. The design/layout of the building is wrong. You shouldn't be able to hear anything apart from the relaxing music whilst having a massage.

[JRmumma]

pou no it wasn't addressed during, and was audible above the tinkly music. When i complained after they were clearly aware of the problem and even told me 'its always really bad on Saturdays'. Last time i went was on a Saturday and couldn't hear a thing. As i said upthread it may have been because i was in a different room on the opposite wall but tbh, i wouldn't have expected noise to be a problem in any of the treatment rooms, even with a play centre a couple of doors away. If it is too much of a problem to overcome, why did they take that unit or not install some sound proofing? The noise was clearly coming through the wall not through the door from out in the shopping centre. You couldn't even hear it in the corridor.

[Sirzy]

so you booked to go for a massage next to a childrens play centre then you were suprised when you could hear children?

[JRmumma]

Yes sirzy its 2 doors away but obviously the units meet further back where the treatment rooms are. Ive been before and it wasn't an issue so why would i think it would be this time?

[Pumpkinpositive]

YABVU.

[Sharaluck]

I sympathise but don't think it would be fair to get a refund or discount after the massage. You should've spoken up during the massage to see if they could change the time to fit you into a different & soundproof room.

Hopefully they do take notice of the feedback you gave and do something about it as I agree that the sound of children playing would not be conducive to a relaxing experience.

[JRmumma]

Thanks for all of your comments, just thought i would update as ive now had a call from the manager who offered to re-credit my gift card 50% of the value.

I know most don't think that I should be entitled to anything but she did agree that I had paid for the overall experience and understood that I felt I hadn't got what I had paid for in that sense. I said that i was very grateful for this and I am. I can now use that towards a different treatment that wont be spoiled by the sounds of the play centre.

[Alisvolatpropiis]

That ended well then op.

I did think ywbu but nevertheless it's good that there was a positive outcome.

[JRmumma]

Yes thanks. I'm pleased with the result and it hasn't put me off using the spa in general as i feel they have been helpful and fair. Not sure if id have another massage there but would at least request a room on the other side. If i chose to have one at least id do so knowing about the issue and so i could base my decision on that.

[Amytheflag]

That's a good outcome! Sounds like the manager is on the ball with customer service.