1 /5 Kaylie: In July 2025, my mother received a massage at the Crowne Plaza spa, despite clearly stating (twice) on the pre-treatment health form that she has bronchiectasis, a serious respiratory condition. The therapist also verbally acknowledged this condition before beginning. Shockingly, they still went ahead with a chopping/tapotement technique (similar to physiotherapy percussion), which is not appropriate or safe for people with this illness.
Shortly after the treatment, my mother began coughing up blood. This caused significant worry and discomfort for her and should never have happened if her health condition had been properly taken into account.
Since then, I spent over two months trying to get help and resolution from the hotel, but was met with a complete lack of accountability. Our complaint was initially handled by someone who refused to investigate, offered no apology, and even placed blame on my mother for not stopping the treatment herself - despite the fact that the technique had already been performed.
Despite repeated promises that our case would be escalated, we received no meaningful communication for weeks. Eventually, after almost 3 months, we did receive a response - only to be told that there was nothing they could do. At no point have they acknowledged that an inappropriate technique was used, and they have given no indication that anything will be reviewed or changed to prevent this from happening to someone else.
The way this situation has been handled shows a serious lack of professionalism and care, both during the treatment and in the way the hotel deals with serious complaints.
I would strongly advise others to be cautious when considering using this spa, particularly if you have any medical conditions. The lack of safety protocols, failure to take responsibility, and poor customer service are unacceptable and I worry that without any change, future guests may face similar risks.
