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Can I start by saying that it is such a shame as if it was not for the staff on reception this would be 5 stars. This is the second time that me and my friend booked. I have a been a member of David Lloyd for 7 years now (Brighton then Raynes Park then Farnham). I am also a spa member here but will be changing this as enough is enough.
Our first time I was trying to book the two person spa day over the phone but no-one would answer my calls. I e-mailed and left a message over two days and eventually, after speaking with the main reception who told me no one answers the phone in the Spa, I was called back whilst driving. I booked over the phone for the Saturday and could not pay as was driving back o a work event back from Liverpool (hence trying to call days earlier to book this). We arrived and the quoted price jumped up from £95 to £120. We disagreed and complained as I must say it was so difficult we were about to walk out when the lady on reception said she was honor the amount quoted but that this was not for weekends only Mon-Fri. We paid and had a lovely day and decided as we both work hard we would book our next monthly spa day here again.
The second time I tried to book I went in person because of the phone situation and was then told that it was now £120 for a Friday. We were sure that we had seen it cheaper and saw on lastminute it was for £95 so booked there. I called and again could not get through to anyone so left a message booking the Friday and treatments any time in the afternoon. Someone again called me back but being at work I had little time to converse and then again the same issue occurred. I gave the voucher number over the phone.
When we arrived this second time (last Friday) we were asked for the print out of the voucher to which I said that I had given the code and the lady on reception who is the spa manager told me that in order to process this I would need to print it out. Me and my friend expressed the fact that we had previously had issues at this spa and just wanted a 'hassle-free' spa day. We went into more detail and the manager told me that it was impossible for me to book without paying to which I explained that this had happened and their procedures were not of my concern as a consumer. It all seemed very difficult which was not what I had expected from Amida. After a lot of saying that I did not want to have to drive home to print (not sure I could on my printer anyway) my friend found that we could go to the computers there and forward it to the manager who would then print this out. The sting in this tail was the fact that my friend attending at the same time works closely with lastminute and told me that they only require a voucher code and the print out was not needed.
All in all we have decided not to recommend this and not to go again due to the way in which our complaints have been handled. We feel that is it is the fact that the facilities are so good and perhaps this is the reason they can get away with treated their clients this way.