L.M. Spa (1123 reviews)

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Lack of communication updates not acceptable

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Unfortunately I felt Unwelcome at the venue. The changing room was cramped with no changing rooms and the showers were unpleasant with soap dispensers empty and hard to pump. The hotel lacked warmth with stark spaces and unwelcoming staff. It was a cold day and the fire place could have been lit but instead a still empty library lounge. The rates are at full price for stay, food and spa treatment but the experience didn’t justify the cost and I definitely wouldn’t come back.

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I’m writing to you to express my absolute horror at the treatment I received by Laura at the werribee mansion spa today, on the 21/3/22. I had booked a mid week 90 min spa package and lunch, for 2, for my husband’s birthday. Unfortunately there was a misunderstanding with our booking, despite speaking to Laura when we arrived. We thought it had been fixed up. However when we got to the treatment room the girls looking after us confirmed they couldn’t do the massage and facial we had booked, as it wasn’t on their info cards and one wasn’t a facialist. Mistakes happen, not the end of the world, so I finished my 60 min massage and left my husband to have his facial. However, when I went upstairs and spoke to Laura about it, expressing my frustration that the booking had been mixed up and we didn’t get the treatments we booked, she got very angry at me and said we don’t have your email, I showed her the sent email on my phone, which was the second time I had sent through the same details, she said bluntly well we don’t have it. Then she said this is your issue for not clarifying it. She said in my mind you weren’t clear, it’s not our problem And I said this isn’t great customer service and she said well I won’t have you walk all over me. Then she said im not dealing with this, here’s my managers number, pushed a card towards me with her managers name (Kristy White) and that was the end of the conversation. I was literally shaking after the encounter with her. It was awful. There was never a ‘sorry this is obviously a mix up’. It was a full on attack. I will never return to this spa. She also said as soon as you walked in I knew no matter what you’d have an issue with this. Assume she means because we said the booking was wrong when we first got in. But a very rude thing to say. I didn’t raise my voice, I didn’t get angry at her, I’m not that sort of person. I felt attacked, I was almost crying when I left. And I walked away saying I’m not going to argue with you.

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I received the worst pregnancy massage (maybe massage too) of my life. That was dangerous for my baby, myself and not relaxing at all. The girl started by asking me if I could lay on my belly… My belly was big, so no I don’t want to lay on my future child. And then, a festival of mistakes… the towel half on me so I was cold, massage on my hands (highly discouraged during pregnancy…), the huge pillow under my head was always falling… It was a complete disaster. Please don’t tell people you can do pregnancy massage if you don’t know how to do them. You have people’s life sometimes in your hands.