Thermae Bath Spa said it investigated a customer complaint that a couple engaged in inappropriate behavior at its rooftop pool. The popular tourist attraction in central Bath attracts thousands of customers each year, but one recent visitor was “extremely disappointed” with his experience.
Jess, 28, whose surname will not be included, was visiting Bath for a day and night on Saturday March 13. Together with her partner, they had planned to make a relaxing visit to the Thermae Bath Spa in the early evening.
Jess claims the couple “had sex” in the rooftop pool. Thermae Bath Spa said it had “investigated thoroughly” via CCTV and asked staff and found no indication of the alleged behavior.
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Jess said: “During a recent visit to Thermae Bath Spa (March 13), I saw a couple openly having sex in the rooftop pool.
“When I reported it to customer service, they responded after two weeks offering me 50% off if I return to the spa, and nothing more.”
Jess said she understands the spa checked CCTV footage and found no indication of the alleged behavior, but felt they should have done more to apologize for what she thought she experienced.
The 28-year-old said: “We paid £42 pp to go. If you went to any other spa they would bend over backwards to apologize and possibly refund in full. I’m hugely disappointed with how they replied . I would never go back, it was a waste of money.”
Thermae Bath Spa said it was training staff on how to deal with “overly tactile” customers.
A spa spokesperson said: “We had a complaint of this nature which we responded to the guest.
“As mentioned to the guest in our response, the incident has been thoroughly investigated and our findings are as follows. CCTV footage has been verified and staff have been interviewed, the footage in question does not showed no indication of the alleged behavior and this was confirmed by the pool attendant who monitors the rooftop pool.
“No other customers during the duration of Jess’ visit had any complaints or comments regarding inappropriate behavior. We also have a section on our website regarding pool etiquette as well as posted in all locker rooms.
“While we can’t stop our customers from being overly tactile, our staff are fully trained to deal with such incidents in a respectful and courteous manner.”
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This notice was published: 2022-03-29 15:35:47