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Received spa day voucher as gift.
Booking - OK but I was told my treatment appointment was 5(five).30pm. When I rang on the day of the appointment to check when I should arrive I was told that the appointment had been made for 3(Three).30pm!!! Not my mistake as at time of booking I had twice confirmed the time as 5.30pm
Arrival at Quay Street - pleasant and helpful male receptionist who called me by my Christian name without asking my permission. Bad manners. I am an older woman (old enough to be the receptionist's mother) and I don't like this assumption now and I didn't when I was a young woman. Training issue here - staff should ask clients how they would prefer to be addressed. Receptionist mentioned other things I could pay for eg hire of towels, etc., but didn't hard sell. Instructions for getting to the ladies changing rooms, etc., turned out to be a bit vague. I was told I would find staff downstairs to report to regarding treatments - I couldn't.
On arrival at locker room - I had to do my own recce to find facilities eg showers, loos, sauna, steam room, swimming pool, etc. No staff in evidence so no-one to ask for info or advice.
Swimming pool and Jacuzzis - no supervision at all at the poolside - safety issue. Occasionally a member of staff would come or go out of a door marked "Staff Only" but scooted through the pool area quickly paying no attention to it at all. Small notice said that anyone seeing a swimmer in difficulties should call an attendant but no information about where the attendant might be found. Wrong (and possibly actionable in the event of injury or fatality) to delegate responsibility for the safety of swimmers to clients. No safety equipment visible.
Pool area scruffy. At least one ladder provided for getting out of the water was loose on it's fittings - dangerous.
Accumulations of dirt in the antique stained glass ceiling above pool, grubby walls (all over the building, in fact), dirt and dust on fixtures in ceiling of pool area and in locker room area areas there was accumulated dust and fluff above normal line of sight, such as on locker tops. This was more like months of not dusting rather than a few days. Floor not clean in corners, polystyrene ceiling tiles coming loose. Poor lighting in changing area.
When time for my treatments I had to return to reception for instructions for finding treatment rooms. Found them. No-one around and notice instructing clients to go into waiting area. Waiting area comfortable with magazines to read but lighting so low that reading impossible. Waiting area not peaceful due to load roaring noise (from concealed heating/ventilaton ducts?) . No-one around. Sat in waiting area for ages. Eventually I was called for my treatment (after I had gone to the treatment reception desk to report my presence. Treatments excellent. Treatment rooms clean, warm, comfortable and quiet..
Overall - I was surprised and concerned, given the warren of stairs and passages, that there didn't seem to be any instructions posted clearly for emergency procedures and no relevant advice was given at check in. I was concerned by the absence of staff (from what I could see this was also the case in the gym) in high risk areas and no indication of where to find first aid facilities or instructions as to how to summon aid in the event of an accident. (I should probably state an interest at this point. Prior to retirement I was a HSE qualified Health and Safety rep at a major national utility company.)
I would probably return for treatments but I wouldn't bother with the spa/pool/gym until cleanliness, staffing and safety issues have been addressed.