I rarely leave negative reviews
I rarely leave negative reviews, but our experience at Escapes Spa MCR was so unacceptable that I feel compelled to warn others.
I purchased their highest-priced package as a special 40th birthday surprise for my best friend. The package clearly presented the hotel, spa and restaurant as connected services. At no point during booking was I told these departments operate separately, and this misrepresentation set the tone for the entire disastrous day.
Booking & Communication Failures
I had been corresponding with the Spa Manager, Lisa, since mid-November and had confirmed treatment times and a restaurant booking, including arranging something special for my friend’s birthday. However, when I arrived at the restaurant, staff told me they had no record of my booking at all. This caused immediate stress and confusion. We were eventually offered a different time, but it was nothing like what had been arranged.
Spa Experience – Unprofessional & Chaotic
Despite notifying the spa that we would be five minutes late (and being told it was fine), we received no welcome, no guidance and no explanation of the facilities. Staff were openly texting clients, the changing room was overcrowded, and I had to get changed in a toilet cubicle. Other guests were also visibly frustrated.
To make matters worse, around 45 minutes after we arrived, I was told that the therapist, Francesca, had become unwell during my friend’s treatment and would not be able to carry out my massage. I had travelled specifically for this package, so this was incredibly upsetting. My friend later said her massage felt rushed and shorter than the full hour we paid for.
More Confusion & Contradictions
When we tried to clarify the refund, the hotel insisted they had nothing to do with the spa, despite the package linking everything together. The restaurant then said the missing spa payment might affect our meal unless I paid again—after I had already paid £240 for the package.
The most shocking part came when we went back to the spa with the restaurant manager to find someone in charge. We found Francesca—who had supposedly gone home ill—inside eating lunch with a sign on the door reading “with a client.” It was incredibly unprofessional and further eroded trust.
Birthday Meal – No Effort at All
By the time we sat down to eat, the day was already ruined. No special touches had been arranged for my friend’s birthday, despite repeated reminders. When I asked, a staff member told me, “There’s not a lot we can do,” and half-heartedly suggested putting candles in the food. Completely unacceptable.
I later learned the meal had been booked under Lisa’s name, which is why nobody could find it—something we were never told.
Overall
What was meant to be a memorable 40th birthday turned into a stressful, disappointing ordeal. The communication between the hotel, spa and restaurant is non-existent, the professionalism is severely lacking, and the entire experience was far below what is advertised.
I have requested a full refund and a formal explanation of the multiple failures across all departments. Until this spa addresses these issues, I cannot recommend them to anyone.