The Cove St Albans (1597 reviews)

Comment

I booked a pregnancy massage at the harpenden branch. When I arrived yesterday for my appointment at harpenden I was told there was no appointment booked in for me on the system and after further checking I was told my appointment had been booked in at the St Albans branch. I checked my phone records as I only booked the appointment last week and my records show I did indeed ring the harpenden branch. I was told I could go to St Albans and have my Massage there but harpenden had no availability. This was very inconvenient for me as I live in harpenden and wanted to just drive 5 minutes down the road not 20 minutes. I didn't want to lose my deposit so I did drive to St Albans and I wanted my massage. The massage was lovely and the massuause Naomi was lovely however I found the whole scenario with the confusion of mt appointment reallt stressful and it took aaay from the whole point of having a relaxing pregnancy massage. I had to shuffle my afternoon around with meetings to be able to get to St Albans and bsck in time. When I spoke to the receptionist at St Albans after mt massage she informed me that she was the one who booked my appointment last week and there must have been some "misunderstanding". She said something was wrong with the harpenden branch's phones and the calls were being diverted to St Albans. Surely if this was the case and the phones were being diverted to another branch then whoever is making the booking should clarify which branch the customer wants their massage at? I didn't know the phones were being diverted and I was speaking to someone in St Albans and not harpenden. Unfortunately this whole confusion with my booking and me having to drive to St Albans when heavily pregnant ruined my massage and I was surprised I didn't get offered any compensation for my inconvenience. I'm not sure j would use the cove spa again and I'm disappointed more was not done from A Customer service perspective to make me feel like a valued customer, as if this hadn't happened I would have returned for Another massage next month.

Comment

The spa has a slightly dated feel and could do with an update! However, the staff and service is good.

Comment

While the girls are lovely and the service is wonderful - I was very alarmed to have 2 of my fingers bleeding during the manicure. It kind of took away the relaxation of the afternoon, I'm afraid. Came home and had to use Savlon wash because it's starting to turn red already. Not sure if this is normal or not!