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3.4
3 reviews
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This was a really good 2 nights away. Staff super friendly all round, food really tasty and well presented. The 5 mins in chryo chamber is worth it, really fun. The room was so spacious and great outlook, spotless and very roomy. Definitely going back again.
I am extremely disappointed with both the customer service and the way an incident on the premises was handled.
We booked a stay at Glass House Retreat and also paid a significant amount for additional treatments, expecting a relaxing and restorative experience. Unfortunately, our stay was ruined when my sister-in-law was sitting on a sun lounger, sheltered by a parasol from the sun, and the heavy umbrella suddenly crashed into her head. The impact left her with a severe headache and completely spoiled the remainder of our stay.
Instead of leaving feeling refreshed, we left feeling worse than when we arrived. Given the cost of both the accommodation and treatments, we expected the management to show some compassion and take responsibility for the distress caused and the poor quality parasols onsite.
What was most disappointing was the response from management. Rather than offering any goodwill gesture or compensation, as they were not negligent. Regardless of their legal position, there was a complete lack of empathy or concern for a paying guest who had been injured on their premises.
Accidents can happen, but how a business responds says everything about its customer service. Sadly, in our experience, Glass House Retreat showed no willingness to acknowledge the impact this incident had on our stay or to make things right.
Based on our experience, I cannot recommend Glass House Retreat. The customer care fell far below the standard you would expect from a premium wellness retreat.
It was just incredible!! I'm dying to go back as one night was just not enough and next time I will be locking my phone away! My room was lovely and I'm not vegan but really loved the food! First yoga class loved it thank you Justin for looking after us :)
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