Extremely disappointing spa experience--will never...

Extremely disappointing spa experience--will never return or recommend.

Due to a technical glitch at a winery just before our spa appointments, we arrived late to The Allison Spa. We called and explained that we'd be running a bit behind and apologized. Once we arrived, we were promptly escorted back--but each of our services was cut short due to our late arrival. Understandable; there were appointments immediately after ours.

However, it was never communicated to us that our appointments would be cut short (my 60 minute appointment cut down to 30 minutes). I was not offered an alternate option (a shorter, less expensive facial, like the 45 minute option). When I was expected to pay for the full 60 minutes, I politely expressed my disappointment in the lack of communication. I would have chosen a different service, or at the very least I would have appreciated the transparency ahead of time. The manager was defensive and unwilling to compromise.

Anyone acquainted with a high standard of customer service would know that something as simple as a comped drink at the bar, a discount on a future service, or any sort of compensation to make up for charging full price on a half-baked treatment is a great way to handle this lack of transparency. We were late, yes. But if we're still expected to pay for the full luxury experience when we did not receive it, we should at least be notified ahead of time.

Our group had flown as far as London to be together for this week. We'd had these appointments booked for months, and had been looking forward to our hour at the spa, even though none of the additional amenities (sauna, etc) were available due to Covid restrictions. The night before, the six of us had dinner at The Allison, ordering the tasting menu and several bottles of wine, and I highly regret that this hotel is where we spent the bulk of our money.