To Noam, the reception manager, following our conversation at the venue and in accordance with your request, we would like to share with you our experience of visiting Atlantis Spa on 5.4.26. We, Osher Almozanino, Yaniv Kentrowitz, Erez and Ron, Orly and Ron Shoshan, arrived at the venue with high expectations for a quality and enjoyable spa experience, but unfortunately we experienced significant disappointment in numerous aspects. The experience began at the reception, a small and crowded area, with only two employees during a busy time, who did not adequately control the details of the venue and did not provide us with a basic explanation of the included services. In addition, the health declaration was not checked, and the feeling was of pressure and a desire to “move on” quickly instead of providing a professional and respectful welcome. Later, in the locker room, we had to wait about 20 minutes until an employee arrived to open our lockers for us. An unreasonable waiting time at the beginning of a spa experience. In the complex itself: The water temperature in the pools was not hot enough. Upon leaving the pools, there was a feeling of cold, without sufficient heating in the area. The saunas (dry and hammam) were at an extreme temperature, which did not allow a stay of more than a few minutes. The salt room did not meet expectations at all, without heating, without an appropriate atmosphere, and without the feeling of a “salt room” as shown. The foam room did not operate according to the advertised times. We arrived during its operation time and it did not work at all. There were many faucets in the pool area that were not working, including waterfalls that were not working. In addition, there are no clocks in the area, which affects the customer's sense of time. The only clock in the dining area was still set to winter time, which indicates a lack of attention to basic details. Regarding the food in the spa area, the website states that there is a rich buffet available throughout the stay, but in reality the supply was very poor. We waited about 35 minutes for the food to be replenished, and even after that, the quantity and quality did not match the advertisement at all. The gap between reality and what was presented is extremely significant. The highlight for us was the meat meal at the restaurant included in the ticket, a very disappointing experience: the food was served cold and of a very low standard. No menus were presented at all. The dishes were placed on the table without explanation, and most of them were not worthy of eating. The level of service and food does not correspond to a restaurant at all, but rather a very poor experience that does not respect the place and its customers. In addition, drinks were not included. Even basic drinks such as Coke, Sprite or orange juice required an additional payment, which was not explained in advance and does not match expectations from this type of package. It is important for us to note that we arrived from the Gaza Strip, after a difficult period, and we left our children in a private setting and under private care in order to allow ourselves quality time as a couple. We spared no expense, expecting a relaxing and pampering experience, but in reality we were very disappointed. Along with all this, it is important for us to note and appreciate you personally. You were the only one who treated us, listened and showed care, and for that we thank you. We are contacting you with a sincere desire to reflect on the experience and expect a serious response, as well as appropriate compensation for an experience that does not meet the standards presented. We look forward to your response as soon as possible. Best regards, Osher Almozanino Yaniv Kentrowitz Erez and Ron Orly and Ron Shoshan
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