If I could I would give 0 stars.
No Customer Care exists in this Spa.Not even trying to find the alternative solution to have win win situation. I called one hour in advance to say that I will be late like 30min and asked if the appointment could be moved. I was told you still have one hour to come so you can make it (doesn't matter that I am more aware how much it would take me to come to Madrid center from where I live). When I came 30 min later I was told that only 30 min left for my massage instead of 1h. I asked if we can find the solution to maybe me paying extra to compensate the difference for me being late since i already spent 1h travelling to the Spa. Their solution was just to make a NEW appointment and pay for it a FULL PRICE. How is it supposed to be called a SOLUTION for the situation I was in???!! Once there was no solution I agreed to have that massage for 30min. But the guy even tried to discourage me to have that massage of 30min (so basically taking the money for doing nothing). In the end, maybe I had 20min max of that massage instead of 30min. When I left there was no customer waiting for the massage (they claimed they are fully booked that day).
The SPA that supposed to relieve stress and make you happy and relaxed gives you no more than just cheating feeling on the customer and making you feel that the business owner is always right (5 min I was listening to the owner why it's all my fault to be late so don't expect any alternative solution). Fine, my fault of being late, but to offer to come the SECOND TIME and pay one more time FULL PRICE for this SPA was way too much.The owner shouldn't think that he is smarter than the customers and try to sell more after bad customer experience.
