We came to the spa yesterday to celebrate my mother's 60th birthday. We love Rum Farm very much, and it was important to us to close out a high-level and special experience for her, and we generally love spas, but this time we felt that too many things were missing. Starting with the twinning experience, it was very difficult to reach you by phone (for a whole day I just tried to get a hold of you and almost gave up). I mentioned when booking that we were coming to celebrate my mother's 60th birthday, and I booked a 50-minute combined holistic treatment for her at 10:00. When we arrived (at least half an hour before the treatment we had scheduled), the receptionist was very nice, but we felt that there was not enough guidance or explanation. The experience was one of confusion - what should we do, where to wait, where is a robe for her, where can she get ready? We waited and waited and no one came as they told us at reception. I had to go ask for a robe for her, and at 10:00 when we saw that no one was coming, I had to come back to reception to ask what was going on with the treatment. It seems they missed us. Only after that did she enter the treatment (by the time she started the treatment itself, it was already at least 10:08). And now for the treatment - I ordered a combined holistic treatment. The website says that this is a personalized treatment for each patient based on their health condition. In addition to the fact that no one had her sign a health declaration, the therapist also did not ask her any questions before she started. During the treatment, it was hot in the treatment room and the therapist turned on a large "chiller" that made a lot of noise (there is no reason for the therapist to suffer from a fever while she is working, but such a solution also does not make sense when it comes to a relaxing treatment to relieve stress. They probably need to take care of better air conditioning in the treatment tent). It is important to note that the treatment itself was good and pleasant. Towards the end of the treatment, we arrived to meet her when she was leaving, and at 10:47 she was already waiting for us outside, ready and dressed (a sign that the treatment was far from 50 minutes long - not only did it start late, it also ended early). When we got home, they called me to tell me that I hadn't arranged the payment even though I had provided my credit card details when booking (they mentioned two payment options, on the spot or in advance). When I said that I had already provided details, they said that I had given them as a deposit and that I had to come and pay on the spot. This made me feel very uncomfortable, but I mention this because it felt like there was again a lack of coordination between what I was told when booking and what actually happened. As I said, we really like the place and were expecting a high-level experience that we paid quite a bit of money for. But this time we mainly felt a lack of coordination and attention, and it really sucks.
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