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Serious health concerns
Quad Wellness & Spa的点评
点评：In July 2025, my mother received a massage at the Crowne Plaza spa, despite clearly stating (twice) on the pre-treatment health form that she has bronchiectasis, a serious respiratory condition. The therapist also verbally acknowledged this condition before beginning. Shockingly, they still went ahead with a chopping/tapotement technique (similar to physiotherapy percussion), which is not appropriate or safe for people with this illness.
Shortly after the treatment, my mother began coughing up blood. This caused significant worry and discomfort for her and should never have happened if her health condition had been properly taken into account.
Since then, I spent over two months trying to get help and resolution from the hotel, but was met with a complete lack of accountability. Our complaint was initially handled by someone who refused to investigate, offered no apology, and even placed blame on my mother for not stopping the treatment herself - despite the fact that the technique had already been performed.
Despite repeated promises that our case would be escalated, we received no meaningful communication for weeks. Eventually, after almost 3 months, we did receive a response - only to be told that there was nothing they could do. At no point have they acknowledged that an inappropriate technique was used, and they have given no indication that anything will be reviewed or changed to prevent this from happening to someone else.
The way this situation has been handled shows a serious lack of professionalism and care, both during the treatment and in the way the hotel deals with serious complaints.
I would strongly advise others to be cautious when considering using this spa, particularly if you have any medical conditions. The lack of safety protocols, failure to take responsibility, and poor customer service are unacceptable and I worry that without any change, future guests may face similar risks.
Shortly after the treatment, my mother began coughing up blood. This caused significant worry and discomfort for her and should never have happened if her health condition had been properly taken into account.
Since then, I spent over two months trying to get help and resolution from the hotel, but was met with a complete lack of accountability. Our complaint was initially handled by someone who refused to investigate, offered no apology, and even placed blame on my mother for not stopping the treatment herself - despite the fact that the technique had already been performed.
Despite repeated promises that our case would be escalated, we received no meaningful communication for weeks. Eventually, after almost 3 months, we did receive a response - only to be told that there was nothing they could do. At no point have they acknowledged that an inappropriate technique was used, and they have given no indication that anything will be reviewed or changed to prevent this from happening to someone else.
The way this situation has been handled shows a serious lack of professionalism and care, both during the treatment and in the way the hotel deals with serious complaints.
I would strongly advise others to be cautious when considering using this spa, particularly if you have any medical conditions. The lack of safety protocols, failure to take responsibility, and poor customer service are unacceptable and I worry that without any change, future guests may face similar risks.
翻译：2025年7月，我母亲在皇冠假日酒店水疗中心接受了按摩，尽管她在治疗前的健康记录表上（两次）明确声明她患有支气管扩张症，这是一种严重的呼吸系统疾病。治疗师在开始按摩前也口头承认了这一点。令人震惊的是，他们仍然继续使用劈砍/拍打疗法（类似于物理治疗叩击），这对于患有这种疾病的人来说既不合适也不安全。
按摩后不久，我母亲开始咳血。这让她非常担心和不适，如果当时她身体状况得到妥善处理，这种情况本不应该发生。
从那时起，我花了两个多月的时间试图从酒店寻求帮助和解决方案，但却完全没有得到任何问责。最初处理我们投诉的人拒绝调查，没有道歉，甚至把责任推到我母亲身上，说她没有主动停止按摩——尽管这种疗法已经实施过了。
尽管酒店一再承诺会将我们的案件上报，但数周以来，我们都没有收到任何有意义的沟通。最终，在近三个月后，我们终于收到了回复，却被告知他们无能为力。他们从未承认使用了不当技术，也未表示会进行任何审查或更改，以防止类似事件再次发生在其他人身上。
无论是在治疗过程中，还是在酒店处理严重投诉的方式上，此次事件的处理方式都严重缺乏专业精神和关怀。
我强烈建议其他人在考虑使用这家水疗中心时务必谨慎，尤其是如果您有任何健康问题。缺乏安全规程、不承担责任以及糟糕的客户服务令人无法接受，我担心如果不采取任何措施，未来的客人可能会面临类似的风险。
按摩后不久，我母亲开始咳血。这让她非常担心和不适，如果当时她身体状况得到妥善处理，这种情况本不应该发生。
从那时起，我花了两个多月的时间试图从酒店寻求帮助和解决方案，但却完全没有得到任何问责。最初处理我们投诉的人拒绝调查，没有道歉，甚至把责任推到我母亲身上，说她没有主动停止按摩——尽管这种疗法已经实施过了。
尽管酒店一再承诺会将我们的案件上报，但数周以来，我们都没有收到任何有意义的沟通。最终，在近三个月后，我们终于收到了回复，却被告知他们无能为力。他们从未承认使用了不当技术，也未表示会进行任何审查或更改，以防止类似事件再次发生在其他人身上。
无论是在治疗过程中，还是在酒店处理严重投诉的方式上，此次事件的处理方式都严重缺乏专业精神和关怀。
我强烈建议其他人在考虑使用这家水疗中心时务必谨慎，尤其是如果您有任何健康问题。缺乏安全规程、不承担责任以及糟糕的客户服务令人无法接受，我担心如果不采取任何措施，未来的客人可能会面临类似的风险。
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