Earlier this year, I forgot my necklace at the Spa. The Therapist confirmed that she found it and put it away for me to collect at my next app. The new Manager threw it away! She said that she is new, was clearing the previous Manager's drawers out- no apology. I complained to the owner of the Hotel, Graeme Smith. As compensation, he arranged a free wax for myself and my daughter. The same "new Manager" allocated an experienced Therapist to my daughter & a very new Therapist was allocated to me- she wasn't comfortable using the hot wax & burned my skin. When I went to the Spa again, the same Therapist was assigned to me. I showed the photos to her & said to her that if she isn't comfortable using the hot wax, I'd prefer someone who can use it. She said that when she had waxed me the previous time, she hadn't used hot wax for a long time prior & that she was more comfortable now. She did an even worse job the 2nd time! I messaged Graeme on WhatsApp on 27th June & again on 1st July- he asked me to email the details and photos to him. I emailed him on 5th July- no response! I re-sent on 18th July. To date, he hasn't even acknowledged my emails even though they were delivered to him.