MYSTERY SHOPPER
too large and high and as the doors were constantly kept open the heat escaped. Another side effect was that everyone passing by out- side could watch me naked on the plinth – upselling to some degree I suppose! My favourite aspect was
the soap massage, where soap is rubbed inside a pil- lowcase to create masses of suds that are squeezed out all over the body [and massaged in]. It’s a truly wonderful feeling and this experience didn’t disappoint. Tere are many parts of this stunning ritual, but Fatima completed them without informing me unless asked. In comparison, my friend was guided throughout and was given a towel to cover up with, unlike myself. Te end of the treatment was limited. I
TALISE OTTOMAN SPA
After the spa treatment, the offer of a sweet mint tea would have complemented a lie down in the relaxation area
was expecting a sweet mint tea and warm blankets to help my body restore its tem- perature naturally. Instead, I was given iced water and the option to lay down. Next, we decided to explore the wet area
– a beautiful part of the spa that is an Alad- din’s cave of exotic experiences, save for the snow room which didn’t look as interesting as others I have seen. Operationally, however, there is room
for improvement. Climbing into the vast whirlpool was no easy task as the steps were ridiculously narrow – as there was no one around to check on guests, this could be a big health and safety concern. Also, we would have liked a tour of the area to find
RIGHT TO REPLY Paul Hawco, spa director, Talise Ottoman Spa W
WHAT’S THE SCORE? Ease of booking
Facilities
Cleanliness/maintenance Staff – Appearance – Attentiveness – Visibility
Experience/ treatment Value for money Overall experience
3 7 8 8 9 4 8
7.5 7
e always appreciate feedback, especially since we opened just a year ago and we strive to offer an exceptional experience. With regards to the variety of treatments offered, we continuously review our menu and have added new
treatments recently, including a coffee peeling treatment and a hydrotherapy ritual. Regarding the changing rooms, we’ve already added three private cubicles. Concerning the lack of communication with the therapist, our colleagues receive ongoing training and we’ll ensure that this is addressed. We agree that our spa-wear should suit all body types and have since ordered robes and sandals in various sizes, including large. Please accept our apologies if the experience was not thoroughly enjoyed. We hope to welcome Ms Russell back in the near future to provide an exceptional spa experience.
out how to make the most out of it, but when we found a spa attendant she could only tell us about treatments. It wasn’t until we were dressed and on our way out that we stum- bled upon the thalassotherapy pools which looked especially enticing and we were dis- appointed to have missed out.
AFTERCARE
At the start of our visit to the spa, I noticed some retail cabinets at the back of the large reception, but it turned out that this was the first and last part of our retail experi- ence. Maybe the aſtersell is happening more with guests having facials – we just got a
‘thank you for coming’, with no mention of an upsell or even a return visit.
66 Read Spa Business online
spabusiness.com / digital
SUMMARY
My treatment was good, but could’ve been exceptional with more explanation for a first timer. Tis was not a language issue as Fatima was confident in her knowledge. Te property is stunning yet navigation
could be improved with tours and instruc- tion on how to use the array of heat and wet experiences. Operationally, it must be chal- lenging to manage a huge facility, but I would summise that the team are not well-versed in the guest journey or treatment flow. However, I would return as the spa has
many redeeming features such as the authen- tic Turkish hammam, thalassotherapy pool and stunning relaxation areas. l
SPA BUSINESS 1 2012 ©Cybertrek 2012
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