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NEVER BOOK THIS SHAM OF A ‘SPA’
Nu Spa Durham的点评
点评：AVOID AT ALL COSTS!!! I feel compelled to share just how appalling my recent experience at Nu Spa Durham was, because no one else should have to go through what my mother and I endured. What should have been a relaxing spa day turned into one of the most stressful, upsetting and downright disgraceful customer service experiences we have ever had.
We booked through a Groupon voucher, as we have done many times before at this spa. The deal has always stated “two 25-minute treatments of your choice,” and every single time in the past this has meant a 50-minute full body massage without issue. It even says “50-minute treatment of your choice” on the Groupon itself. That has always been the arrangement, so we quite reasonably expected the same again.
After driving more than 50 minutes to get there, we arrived only to be bluntly told “absolutely not” when we asked for the usual 50-minute massage. Instead, we were informed we could only have a 25-minute back, neck and shoulder massage and then either a 25-minute mini facial or foot scrub. As neither of us like our faces or feet being touched, and have very sensitive skin, we explained this, and after going back and forth with the manager (Jack), we agreed on a compromise: the so-called “foot scrub” could be switched into a 25-minute calf massage as suggested by Jack.
From there, the experience went from bad to shocking. Our treatments were booked for 11:30. I was called in a couple of minutes late, but my mother was left waiting and only called in about five minutes after me. Once inside, the therapist told her to “get sorted” and left the room, even though my mother said she was already ready. She then laid there for another five minutes before the therapist even returned. When the treatment finally began, my mother received less than 15 minutes for her back, neck and shoulder massage and only around four minutes for her calfs. My mother asked the therapist if she could go more gentle on her calf’s in a polite manner, she didn’t elaborate but it was due to the therapist digging her nails really hard down the nerves in my mothers calf’s which was causing her pain. Then, inexplicably, the therapist placed a towel completely over her head for no apparent reason, left the room without a word and never came back. My mother checked the clock in the room — it was exactly 12:00. She sat waiting, covered in a towel, for another seven minutes before realising she had been abandoned with no explanation. In total, she received just 19 minutes of treatment instead of the 50 minutes she had paid for.
When she complained to the manager, Jack, his attitude was nothing short of appalling. He was arrogant, rude and openly dismissive. He told her “you haven’t paid us, you’ve paid Groupon,” as though that excused delivering less than half of the treatment she had paid for. When she pointed out that she had in fact paid for a service, he accused her of not reading the terms and conditions properly. She asked whether Groupon customers were being treated as second-class and asked “so that’s it then, that’s all we get?” his blunt reply was “yeah.” When she said “wow,” his response, dripping with sarcasm, was “yeah wow.” All of this took place loudly in front of other guests at the reception desk, which was humiliating and utterly unprofessional. My mother then went to the waiting room expecting to find that I had received the same treatment.
Meanwhile, I received my full 50 minutes - 25 minutes on my back, neck and shoulders and 25 minutes on my calf’s. When I came out and heard what had happened, I asked Jack why my mother had only been given 19 minutes whilst I had received the full treatment. He shrugged and told me there was nothing he could do and that we would have to take it up with management, then refused to give us the manager’s contact details, claiming he was on holiday. I repeated that my mother had not received what she had paid for, but he simply did not care. Eventually, he said he would “finish” my mother’s massage. She agreed, but it lasted only 10 minutes. This meant her treatment added up to just 29 minutes in total — still more than 20 minutes short of the 50 minutes paid for, and broken up instead of one continuous, relaxing treatment.
The entire experience was stressful, upsetting and the complete opposite of what a spa day is supposed to be. The facilities themselves were no better: the place was dirty, with puddles of water left all over the floors, the sauna was out of action due to repairs, and the fruit-infused water they used to provide had been replaced with nothing but plain tap water by the pool. It felt run down, neglected, and nowhere near the standard of other spa’s. We even spoke to members there who agreed the spa was ran down and expressed that they do not book treatments as they have bad experiences and left feeling underwhelmed.
After leaving, I submitted a complaint in writing to them, hoping they might at least apologise. Instead, I received a response that was somehow even worse than the day itself. Rather than taking any responsibility, the spa doubled down with a string of excuses and even went so far as to make false accusations about my mother. They claimed she had been “incredibly rude and abrupt” to the therapist, that she had “demanded” treatments that ‘weren’t agreed upon’ despite it being the managers suggestion, and that she had upset the therapist to the point of making her cry. This is an outright lie. I know for a fact that my mother was never abusive to anyone, if asking a therapist to go lighter is considered abusive and makes them cry, then they should not be in that job. In their email they also tried to state that massaging a persons calf’s for 25 minutes causes “prolonged muscle soreness, bruising, muscle fibre damage, and increased fatigue”. This is entirely untrue; for a healthy adult, a 25-minute calf massage is standard and safe, and there is no evidence to support their claim — it is clearly an excuse to avoid providing the treatment my mother paid for. And even if it were true, which it is not, why did my therapist do it without question? These are baseless accusations designed to cover up their own failings and shift the blame onto the customer. To accuse paying guests of behaviour that never happened is disgraceful, dishonest and deeply unprofessional.
In the end, they flatly refused to offer any compensation or apology, even though my mother missed more than 20 minutes of the treatment time she had paid for and we both had an awful time and left the spa more stressed than when we arrived.
This was, without question, the most unprofessional, and dishonest spa experience we have ever had. The staff were rude, the facilities dirty, and the management arrogant and insulting. Instead of delivering the service we paid for, they treated us with contempt and then tried to cover their tracks by making up lies.
We will never return, and I strongly urge anyone considering booking here — especially through Groupon — to stay well away. A spa should leave you feeling relaxed, cared for and refreshed. This place left us feeling angry, insulted, cheated and appalled. Truly one of the worst customer service experiences imaginable.
We booked through a Groupon voucher, as we have done many times before at this spa. The deal has always stated “two 25-minute treatments of your choice,” and every single time in the past this has meant a 50-minute full body massage without issue. It even says “50-minute treatment of your choice” on the Groupon itself. That has always been the arrangement, so we quite reasonably expected the same again.
After driving more than 50 minutes to get there, we arrived only to be bluntly told “absolutely not” when we asked for the usual 50-minute massage. Instead, we were informed we could only have a 25-minute back, neck and shoulder massage and then either a 25-minute mini facial or foot scrub. As neither of us like our faces or feet being touched, and have very sensitive skin, we explained this, and after going back and forth with the manager (Jack), we agreed on a compromise: the so-called “foot scrub” could be switched into a 25-minute calf massage as suggested by Jack.
From there, the experience went from bad to shocking. Our treatments were booked for 11:30. I was called in a couple of minutes late, but my mother was left waiting and only called in about five minutes after me. Once inside, the therapist told her to “get sorted” and left the room, even though my mother said she was already ready. She then laid there for another five minutes before the therapist even returned. When the treatment finally began, my mother received less than 15 minutes for her back, neck and shoulder massage and only around four minutes for her calfs. My mother asked the therapist if she could go more gentle on her calf’s in a polite manner, she didn’t elaborate but it was due to the therapist digging her nails really hard down the nerves in my mothers calf’s which was causing her pain. Then, inexplicably, the therapist placed a towel completely over her head for no apparent reason, left the room without a word and never came back. My mother checked the clock in the room — it was exactly 12:00. She sat waiting, covered in a towel, for another seven minutes before realising she had been abandoned with no explanation. In total, she received just 19 minutes of treatment instead of the 50 minutes she had paid for.
When she complained to the manager, Jack, his attitude was nothing short of appalling. He was arrogant, rude and openly dismissive. He told her “you haven’t paid us, you’ve paid Groupon,” as though that excused delivering less than half of the treatment she had paid for. When she pointed out that she had in fact paid for a service, he accused her of not reading the terms and conditions properly. She asked whether Groupon customers were being treated as second-class and asked “so that’s it then, that’s all we get?” his blunt reply was “yeah.” When she said “wow,” his response, dripping with sarcasm, was “yeah wow.” All of this took place loudly in front of other guests at the reception desk, which was humiliating and utterly unprofessional. My mother then went to the waiting room expecting to find that I had received the same treatment.
Meanwhile, I received my full 50 minutes - 25 minutes on my back, neck and shoulders and 25 minutes on my calf’s. When I came out and heard what had happened, I asked Jack why my mother had only been given 19 minutes whilst I had received the full treatment. He shrugged and told me there was nothing he could do and that we would have to take it up with management, then refused to give us the manager’s contact details, claiming he was on holiday. I repeated that my mother had not received what she had paid for, but he simply did not care. Eventually, he said he would “finish” my mother’s massage. She agreed, but it lasted only 10 minutes. This meant her treatment added up to just 29 minutes in total — still more than 20 minutes short of the 50 minutes paid for, and broken up instead of one continuous, relaxing treatment.
The entire experience was stressful, upsetting and the complete opposite of what a spa day is supposed to be. The facilities themselves were no better: the place was dirty, with puddles of water left all over the floors, the sauna was out of action due to repairs, and the fruit-infused water they used to provide had been replaced with nothing but plain tap water by the pool. It felt run down, neglected, and nowhere near the standard of other spa’s. We even spoke to members there who agreed the spa was ran down and expressed that they do not book treatments as they have bad experiences and left feeling underwhelmed.
After leaving, I submitted a complaint in writing to them, hoping they might at least apologise. Instead, I received a response that was somehow even worse than the day itself. Rather than taking any responsibility, the spa doubled down with a string of excuses and even went so far as to make false accusations about my mother. They claimed she had been “incredibly rude and abrupt” to the therapist, that she had “demanded” treatments that ‘weren’t agreed upon’ despite it being the managers suggestion, and that she had upset the therapist to the point of making her cry. This is an outright lie. I know for a fact that my mother was never abusive to anyone, if asking a therapist to go lighter is considered abusive and makes them cry, then they should not be in that job. In their email they also tried to state that massaging a persons calf’s for 25 minutes causes “prolonged muscle soreness, bruising, muscle fibre damage, and increased fatigue”. This is entirely untrue; for a healthy adult, a 25-minute calf massage is standard and safe, and there is no evidence to support their claim — it is clearly an excuse to avoid providing the treatment my mother paid for. And even if it were true, which it is not, why did my therapist do it without question? These are baseless accusations designed to cover up their own failings and shift the blame onto the customer. To accuse paying guests of behaviour that never happened is disgraceful, dishonest and deeply unprofessional.
In the end, they flatly refused to offer any compensation or apology, even though my mother missed more than 20 minutes of the treatment time she had paid for and we both had an awful time and left the spa more stressed than when we arrived.
This was, without question, the most unprofessional, and dishonest spa experience we have ever had. The staff were rude, the facilities dirty, and the management arrogant and insulting. Instead of delivering the service we paid for, they treated us with contempt and then tried to cover their tracks by making up lies.
We will never return, and I strongly urge anyone considering booking here — especially through Groupon — to stay well away. A spa should leave you feeling relaxed, cared for and refreshed. This place left us feeling angry, insulted, cheated and appalled. Truly one of the worst customer service experiences imaginable.
翻译：千万别去！！！我忍不住要分享我最近在达勒姆 Nu Spa 的糟糕体验，因为我不想让其他人经历我和妈妈所经历的一切。本来应该是一个轻松的水疗日，结果却变成了我们经历过的最紧张、最令人沮丧、最糟糕、最丢脸的客户服务体验之一。
我们用 Groupon 优惠券预订，之前在这家水疗中心也用过很多次。优惠信息里总是写着“两次 25 分钟的自选护理”，过去每次都这样，意味着可以毫无问题地享受一次 50 分钟的全身按摩。Groupon 优惠券上甚至也写着“50 分钟的自选护理”。一直以来都是这样安排的，所以我们理所当然地认为这次也会一样。
我们开了 50 多分钟的车才到那里，当我们要求进行通常的 50 分钟按摩时，却被直截了当地告知“绝对不行”。结果，我们被告知只能做25分钟的背部、颈部和肩部按摩，然后是25分钟的迷你面部或足部磨砂。由于我们俩都不喜欢脸部和足部被碰，而且皮肤非常敏感，所以我们解释了这一点，在与经理（Jack）反复沟通后，我们达成了妥协：所谓的“足部磨砂”可以按照Jack的建议改为25分钟的小腿按摩。
从那以后，体验从糟糕到令人震惊。我们的护理预约在11:30。我迟到了几分钟才被叫到，但我母亲却在等着，她只比我晚了大约五分钟才被叫到。一进门，理疗师就让她“去整理一下”，然后离开了房间，尽管我母亲说她已经准备好了。之后，她又躺了五分钟，理疗师才回来。当护理终于开始时，我母亲的背部、颈部和肩部按摩不到15分钟，小腿按摩也只有大约4分钟。我母亲问治疗师能否礼貌地轻柔地按摩她的小腿，她没有详细说明，但说是因为治疗师用指甲狠狠地抠我母亲小腿的神经，导致她疼痛。然后，莫名其妙地，治疗师毫无理由地把毛巾完全盖在她头上，一声不吭地离开了房间，再也没有回来。我母亲看了看房间里的钟——正好12点。她裹着毛巾在那里等了七分钟，才意识到自己被无故抛弃了。总共，她只接受了19分钟的治疗，而不是她付费的50分钟。
当她向经理杰克抱怨时，他的态度简直令人震惊。他傲慢、粗鲁，而且公然不屑一顾。他告诉她：“你没付钱给我们，你付的是Groupon的钱”，就好像这可以解释为什么她只做了不到一半的治疗。当她指出自己实际上已经付费购买了一项服务时，他指责她没有仔细阅读条款和条件。她问Groupon用户是否被当作二等公民，并问道：“这么说，就这些了，我们就只能享受这些了？”他直截了当地回答：“是啊。”当她说“哇”时，他充满讽刺地回应道：“是啊，哇。”所有这些都是在前台当着其他客人的面大声进行的，这既令人羞辱，也极其不专业。我母亲随后去了候诊室，以为我也会得到同样的待遇。
与此同时，我得到了完整的50分钟——背部、颈部和肩部25分钟，小腿25分钟。当我出来听到发生了什么事后，我问杰克，为什么我母亲只得到了19分钟，而我却得到了完整的治疗。他耸耸肩，告诉我他无能为力，只能向管理层反映，然后拒绝提供经理的联系方式，声称经理正在休假。我反复强调，我母亲没有得到她所支付的服务，但他根本不在乎。最后，他说他会“完成”我母亲的按摩。她同意了，但按摩只持续了10分钟。这意味着她的按摩时间加起来只有29分钟——仍然比支付的50分钟少了20多分钟，而且是分段进行的，而不是一次连续的、令人放松的按摩。
整个体验令人紧张、沮丧，与水疗日应有的体验完全相反。设施本身也好不到哪里去：地方很脏，地板上到处都是水坑，桑拿房因维修而无法使用，以前提供的水果浸泡水也被泳池边的自来水取代了。感觉这里破败不堪，无人照管，远不及其他水疗中心的标准。我们甚至联系了那里的会员，他们也认为水疗中心的服务质量很差，并表示由于体验不好，离开时感觉很失望，所以不会预订理疗服务。
离开后，我向他们提交了书面投诉，希望他们至少能道歉。然而，我收到的回复比那天的情况还要糟糕。水疗中心不但不承担任何责任，反而编造了一系列借口，甚至诬告我母亲。他们声称，她对治疗师“极其粗鲁无礼”，她“要求”进行“未经同意”的治疗，尽管这是经理的建议，她还把治疗师惹哭了。这完全是谎言。我知道我母亲从来没有虐待过任何人，如果要求治疗师轻点都被认为是虐待，还会让他们哭泣，那么他们就不应该做这份工作。在他们的电子邮件中，他们还试图说明，按摩小腿 25 分钟会导致“长时间的肌肉酸痛、瘀伤、肌肉纤维损伤和疲劳加剧”。这完全是一派胡言；对于一个健康的成年人来说，25分钟的小腿按摩是标准且安全的，而且没有任何证据支持他们的说法——这显然是逃避提供我母亲付费治疗的借口。即使这是真的（但事实并非如此），为什么我的理疗师会毫不犹豫地这样做呢？这些都是毫无根据的指控，旨在掩盖他们自己的过失，并将责任推卸给顾客。指责付费顾客做出从未发生过的行为是可耻的、不诚实的，也是极其不专业的。
最终，他们断然拒绝提供任何补偿或道歉，尽管我母亲错过了她付费的20多分钟的治疗时间，我们俩都度过了一段糟糕的时光，离开水疗中心时比来时更加紧张。
毫无疑问，这是我们经历过的最不专业、最不诚实的水疗体验。工作人员粗鲁无礼，设施肮脏不堪，管理人员傲慢无礼，甚至无礼。他们不但没有提供我们付费的服务，反而对我们不屑一顾，还试图编造谎言来掩盖他们的行踪。
我们再也不会来了，我强烈建议任何考虑在这里预订的人——尤其是通过Groupon预订的人——远离这里。水疗中心应该让你感到放松、被关怀、焕然一新。这个地方让我们感到愤怒、被侮辱、被欺骗和震惊。这绝对是你能想象到的最糟糕的客户服务体验之一。
我们用 Groupon 优惠券预订，之前在这家水疗中心也用过很多次。优惠信息里总是写着“两次 25 分钟的自选护理”，过去每次都这样，意味着可以毫无问题地享受一次 50 分钟的全身按摩。Groupon 优惠券上甚至也写着“50 分钟的自选护理”。一直以来都是这样安排的，所以我们理所当然地认为这次也会一样。
我们开了 50 多分钟的车才到那里，当我们要求进行通常的 50 分钟按摩时，却被直截了当地告知“绝对不行”。结果，我们被告知只能做25分钟的背部、颈部和肩部按摩，然后是25分钟的迷你面部或足部磨砂。由于我们俩都不喜欢脸部和足部被碰，而且皮肤非常敏感，所以我们解释了这一点，在与经理（Jack）反复沟通后，我们达成了妥协：所谓的“足部磨砂”可以按照Jack的建议改为25分钟的小腿按摩。
从那以后，体验从糟糕到令人震惊。我们的护理预约在11:30。我迟到了几分钟才被叫到，但我母亲却在等着，她只比我晚了大约五分钟才被叫到。一进门，理疗师就让她“去整理一下”，然后离开了房间，尽管我母亲说她已经准备好了。之后，她又躺了五分钟，理疗师才回来。当护理终于开始时，我母亲的背部、颈部和肩部按摩不到15分钟，小腿按摩也只有大约4分钟。我母亲问治疗师能否礼貌地轻柔地按摩她的小腿，她没有详细说明，但说是因为治疗师用指甲狠狠地抠我母亲小腿的神经，导致她疼痛。然后，莫名其妙地，治疗师毫无理由地把毛巾完全盖在她头上，一声不吭地离开了房间，再也没有回来。我母亲看了看房间里的钟——正好12点。她裹着毛巾在那里等了七分钟，才意识到自己被无故抛弃了。总共，她只接受了19分钟的治疗，而不是她付费的50分钟。
当她向经理杰克抱怨时，他的态度简直令人震惊。他傲慢、粗鲁，而且公然不屑一顾。他告诉她：“你没付钱给我们，你付的是Groupon的钱”，就好像这可以解释为什么她只做了不到一半的治疗。当她指出自己实际上已经付费购买了一项服务时，他指责她没有仔细阅读条款和条件。她问Groupon用户是否被当作二等公民，并问道：“这么说，就这些了，我们就只能享受这些了？”他直截了当地回答：“是啊。”当她说“哇”时，他充满讽刺地回应道：“是啊，哇。”所有这些都是在前台当着其他客人的面大声进行的，这既令人羞辱，也极其不专业。我母亲随后去了候诊室，以为我也会得到同样的待遇。
与此同时，我得到了完整的50分钟——背部、颈部和肩部25分钟，小腿25分钟。当我出来听到发生了什么事后，我问杰克，为什么我母亲只得到了19分钟，而我却得到了完整的治疗。他耸耸肩，告诉我他无能为力，只能向管理层反映，然后拒绝提供经理的联系方式，声称经理正在休假。我反复强调，我母亲没有得到她所支付的服务，但他根本不在乎。最后，他说他会“完成”我母亲的按摩。她同意了，但按摩只持续了10分钟。这意味着她的按摩时间加起来只有29分钟——仍然比支付的50分钟少了20多分钟，而且是分段进行的，而不是一次连续的、令人放松的按摩。
整个体验令人紧张、沮丧，与水疗日应有的体验完全相反。设施本身也好不到哪里去：地方很脏，地板上到处都是水坑，桑拿房因维修而无法使用，以前提供的水果浸泡水也被泳池边的自来水取代了。感觉这里破败不堪，无人照管，远不及其他水疗中心的标准。我们甚至联系了那里的会员，他们也认为水疗中心的服务质量很差，并表示由于体验不好，离开时感觉很失望，所以不会预订理疗服务。
离开后，我向他们提交了书面投诉，希望他们至少能道歉。然而，我收到的回复比那天的情况还要糟糕。水疗中心不但不承担任何责任，反而编造了一系列借口，甚至诬告我母亲。他们声称，她对治疗师“极其粗鲁无礼”，她“要求”进行“未经同意”的治疗，尽管这是经理的建议，她还把治疗师惹哭了。这完全是谎言。我知道我母亲从来没有虐待过任何人，如果要求治疗师轻点都被认为是虐待，还会让他们哭泣，那么他们就不应该做这份工作。在他们的电子邮件中，他们还试图说明，按摩小腿 25 分钟会导致“长时间的肌肉酸痛、瘀伤、肌肉纤维损伤和疲劳加剧”。这完全是一派胡言；对于一个健康的成年人来说，25分钟的小腿按摩是标准且安全的，而且没有任何证据支持他们的说法——这显然是逃避提供我母亲付费治疗的借口。即使这是真的（但事实并非如此），为什么我的理疗师会毫不犹豫地这样做呢？这些都是毫无根据的指控，旨在掩盖他们自己的过失，并将责任推卸给顾客。指责付费顾客做出从未发生过的行为是可耻的、不诚实的，也是极其不专业的。
最终，他们断然拒绝提供任何补偿或道歉，尽管我母亲错过了她付费的20多分钟的治疗时间，我们俩都度过了一段糟糕的时光，离开水疗中心时比来时更加紧张。
毫无疑问，这是我们经历过的最不专业、最不诚实的水疗体验。工作人员粗鲁无礼，设施肮脏不堪，管理人员傲慢无礼，甚至无礼。他们不但没有提供我们付费的服务，反而对我们不屑一顾，还试图编造谎言来掩盖他们的行踪。
我们再也不会来了，我强烈建议任何考虑在这里预订的人——尤其是通过Groupon预订的人——远离这里。水疗中心应该让你感到放松、被关怀、焕然一新。这个地方让我们感到愤怒、被侮辱、被欺骗和震惊。这绝对是你能想象到的最糟糕的客户服务体验之一。
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