Response from Lavender Barn
Hello Nicola, I am sorry to hear that you did not have a very relaxing experience. I will contact you shortly by telephone, and then we can discuss in more detail. I can assure you and hopefully from the other reviews and feedback you can see your experience is not true representation. I have checked the appointments and can only find you in November last year, it's just it is dated February when you wrote this post. I was in that day along with other therapists and my client was in for a massage at the same so I can assume from above description I we have the correct day. From what I can see our columns were all full, and it is unfortunate that the therapist was running behind on this occasion. We try to inform clients but sometimes it can be impossible to leave the room with relaxing treatments to inform the reception. Also some clients can take a little longer to get ready after a treatment to make their way through to the Garden Room, unfortunately like other appointment led professions we endeavour to keep to time, but these things can happen and I do apologise that you were 15 minutes late, I sincerely hope you didn't have to rush after your massage to be elsewhere. From the receipt/bills on our system I can see that the client prior and yourself had paid sometime after the treatment should have finished. With our music being played through the Sonos system, it means we can have various music playing in each area adapting if necessary to client tastes, but we do have to control from Reception, we get the odd blip in the Wi-Fi connection, so it is unfortunate this happened at the start of your treatment. I also noticed that a stock check was down for the same time, so we will take note of this going forward, the therapists are so conscious of any noise we hear everything even the faintest of bird song from the garden centre. We also have the door from the Garden room closed ( except if a client is unsure of their exit )to the spa rooms to shut any noise off from the manicure and retail areas. As the other clients in the salon were having different treatments, the kind you don't relax for, you may have heard them with their therapists from the rooms, this was probably heighted with the music not playing, as have never been a problem that has been mentioned. I wish you could of felt the courage to have perhaps called us after the event to bring to our attention, this gives us the chance to adapt things and grow from them, also to give us a chance to see how we can do things differently and a chance to get to speak with you. I would love for you to pop back and enjoy your treatment again with our compliments free of charge and hopefully this will change your experience to a very relaxing one. I have the knowledge and confidence in the professionalism of all the Lavender team to deliver you a lovely pampering massage on your return. Kind Regards Helen
