Hk Hammam & Spa — Attraction in London

Just had the displeasure of leaving an appointment here. They told me "on arrival" that I needed a swimming costume and a towel. I made the appointment, paid a deposit of £40 two weeks ago and no mention of this until today. My friend has visited them before and so this might be recent policy.

I explained to the polite lady on reception that no one had informed me of this and she went to see her boss . They decided that the best way to resolve this was - to charge me to hire a towel and whatever else. i.e. . To punish me. I explained why this was unfair.

The manager, who identified herself as Hawa, then came out and told me the info was sent to me by email. (We had just established with the lady on reception that no one had taken my email address so that this was impossible. I asked her to show me the sent email - which she could not. I had also showed the other lady the text messages I had received - no mention. )

The manager said that they tell people over the phone (i thought... but then why did you say that you use email to inform customers) I have many swimming costumes and towels at home.

I asked for the details of the manager so that I could put a complaint in... and report the matter to trading standards - as they refused to waive the fee for a towel and refused to refund me... ...She said, "We don't give refunds"... Interesting comment...

I was then told that I could do what I liked. (Why do people say this? ). She accused me of screaming. I was not screaming - and I accused her of being rude.

Sorry for the dissertation and I've tried not to rant . I dont get so- called business owners who sacrifice the opportunity of repeat business of myself and my friend, friends and family who live locally - for the sake of trying to profiteer by forcing me to hire a towel and whatever else... particularly when it is clearly their fault. 🙄 Never mind....

Later today:........

In response to your reply to my review:

I absolutely said that I would be reporting you to trading standards... and I will report you if I have to.

You have taken this as a threat which is up to you...however it is my right to report you to trading standards because I am a consumer. Look it up. You should familiarise yourself with this as a business owner.

Perhaps you also need to speak with your receptionist because she clearly stated in front of myself and my friend that I'd need to hire a towel. She was really polite. You echoed this when you came out. If she had said otherwise why would you have needed to come and sort anything out? Wouldn't we have just come through to our appointment?

You were rude . You had ample time to rectify this matter and chose not to. I told you that you hadn't emailed me and you had not because you did not take my email address and didn’t have it on the system.

I heard you ask your polite receptionist, "Who booked this appointment?" I asked for the details of the manager and you identified yourself, Hawa. Again I mentioned reporting you to trading standards because you are effectively attempting to profiteer from misinforming me .

(I'm not sure why this would set you off or why you've felt the need to accuse me of making threats? )

Thank you for your detailed explanation, albeit too late now.

I've no hard feelings. I've left my review of my experience today and will be in touch if I haven't received the refund you say you've issued. I will let my friends and family know about my experience today because I think that it was really very petty of you. You've had my deposit for weeks. Why would I bother to turn up today without my costume for the sake of haggling and debating with you?

It's also very short sighted of you to turn away a customer who would have certainly returned for more treatments.

Can I finally say that I've just received a text message from you asking me to rebook my appointment? Still no email. I can only suggest that you adjust your systems; we...

This place was my go to for waxing, Silvia is so so amazing, until Friday when I had the absolute displeasure of meeting who I believe is the owner.

I arrived 5 mins early for my 3:30 appt to fill out the necessary paperwork. Upon arrival, I mentioned to the lady at reception that I had another appt elsewhere after this session and would love to start the session on time. She told me that would be no problem, the technician was just cleaning up and would be right with me. Well, that didn’t happen. I ended up waiting 25 mins past my appt time, continuously being told it would be just a few mins, until the owner arrived.

When I complained and mentioned how if the roles were reversed and I was running 25 mins late, they would charge me a late fee, he said I was lying and there’s no late fee charge. Then he said they’ve been running late the whole day, these things happen and I would just have to deal with it. When I said that’s not really good customer service, he said they already have enough good reviews and customers. There are a few things I find hilarious about this whole interaction The Booking policy on their website clearly states a £10 late fee charge in bright red so not sure why he was accusing me of lying He mentioned they were running late the whole day. No one made any effort to communicate that to me when I was left waiting for half an hour, especially when I mentioned at the outset that I had another appointment elsewhere after this The comment about having enough reviews and customer actually made me laugh. I was one of those customers giving good reviews and I was treated horribly even though I showed up on time for my appointment and made a reasonable request to not be kept waiting for 30 mins with no explanation The lack of customer service was absolutely shocking

In the end, he told me to get out if I wasn’t happy to wait. The only non-negative thing from this entire interaction was that I was given a refund on my deposit. So yes, great technicians, not so...

The manager is very rude. I came several times also brought my family and loved the staff, my third time there was an issue with the booking they mistreated us. I kept for almost half an hour explaining my stance, the manger came she kept saying “there was no booking, you need to look up the booking policy” instead of acknowledging the mistake that the a usual costumer would spot, when we said this is not acceptable and we’ll not come again, the manager responded that she DOES NOT CARE. They claimed that it’s owr fault fir booking in the phone (something we did EVERY TIME WE BOOKED PREVIOUSLY) and that there was no deposit, we we’d pay cash and I mentioned it on the phone and it’s something we did EVERY SINGLE TIME WE VISITED BEFORE . The lady on the phone totally misunderstood what I said (I kept for 11 mins explaining) and I confirmed that my booking (AS I DID BEFORE), and instead of fixing the situation they threw all the blame on us. We ended up leaving the shop disappointed. We booked an Uber for an hour with the baby, promised to get a good family day off, we booked in the previous times by calling and we followed the same strategy this time ( as the fact that we are usual costumers and we already know how it goes) the manager did not handle the situation properly. I can’t believe they would treat usual costumers who used to book royal hammams that way! My sister in law asked if she could change the diaper for her kid before the one hour drive back home they responded with “quickly”. The lack of respect and a flexible service means the place is...