I booked a sauna session as a birthday…
I booked a sauna session as a birthday treat for my friend and me, and the experience ended up being really disappointing because of how the situation was handled by the staff.
I arrived on time, but my friend accidentally went to Ark Canary Wharf instead of Arc Canary Wharf and was going to be a little late. While I was on the phone explaining this to her, the staff overheard the conversation and immediately told me she wouldn’t be allowed to join because the entrance time had passed.
What made this particularly frustrating is that I’ve attended several sessions before and know there are natural breaks during the session (for example when people step out for the cold plunge). Letting one person within that time would not have disrupted anything, especially given that it was supposed to be a birthday treat.
The most disappointing part was the attitude of the staff. There was no empathy or willingness to help resolve the situation. No attempt to offer a solution, such as swapping the tickets for the next session, rescheduling, or suggesting any alternative. The response felt very dismissive and uninterested.
Overall, the lack of flexibility and basic customer care really ruined what was meant to be a special occasion. I expected a much more understanding and helpful approach.