K West Hotel & Spa

I had a massage and dry floatation which were both lovely. The downside was the spa jacuzzi wasn’t working and I wasn’t told until I arrived at the spa and after I had checked out of the hotel. I had planned the morning around spending time in the jacuzzi and ended up sitting around for quite some time waiting for my treatments.

The variety of facilities at K West is good for a hotel spa, & I enjoyed the hydrotherapy pool & the snow room. Everywhere seemed clean. We had the Head to Toe package & our treatments were relaxing but only average in comparison to others I have experienced elsewhere. The package was quite expensive but we did receive a lot for it. The food in the restaurant was good although we felt a bit out of place in a busy restaurant in our robes & flip flops. Overall it was the service that let them down during the day. On arrival, a friendly lady took us to the changing rooms & showed us how to use the lockers & where the facilities were but didn't explain how it worked for the treatments & lunch, we had to ask. Upon going to the restaurant the server didn't tell us what we could/couldn't have so again we ended up asking & still not very sure what we could have. The main disappointment we experienced was when the fire alarm went off during our manicures (thankfully not the facial!) I totally appreciate the fire alarm going off & the need to evacuate (although it was freezing in our gowns) but was really upset that our therapists were not prepared to handle the situation correctly & both left us without directing us where to go or explaining the situation. One even said she was scared before panicking & running off. We eventually found our own way out by following other staff ahead of us & when told to come back in by front desk, went back down to the treatment room to wait for the therapist. Overall it was a really confusing, disorientating & dissatisfying evacuation that could have been handled better by more professional & trained therapists who at least advised us where to go or talked to us while outside. This is a matter of health & safety so I don’t expect an apology however when I have experienced this in other places, they have tried to help us stay warm or at least stayed with us during the experience to ensure we were ok. Overall everything on the day was relaxing but just not up to expectation.

I visited K West as part of a spa day. The spa facilities and staff were lovely, however, the hotel reception and bar staff were rude and unhelpful. The people behind the bar were more interested in talking amongst themselves instead of looking after the customers. One person behind the desk even walked off despite there being a long queue, for a 4* hotel I would expect better service and most likely wouldn't return.