I originally booked a full-body massage after receiving a voucher for half of the value of a previous treatment that had to be cancelled due to me going into labour. On 2 July 2025, I was booked in for two pregnancy treatments: a full-body massage and a facial. That morning, my waters broke and I had to make my way to the hospital. While travelling in, I emailed Clarity House to inform them of the situation. Their response was simply, “Thanks for letting us know,” with no acknowledgement such as “congratulations” or “good luck.” I understand that the policy states that cancellations within 24 hours are non-refundable, but given that these appointments were specifically for someone who was pregnant, I had expected a degree of leniency. After reflecting on the poor customer service we received, my husband contacted Clarity House the following month to ask whether anything could be done—either a refund or a voucher for a future treatment. The total cost of the original appointments was £120, and a voucher worth £65 was issued. We were satisfied to at least receive something. Using this voucher, I booked a 90-minute full-body massage for myself. I was genuinely looking forward to it, as I am now almost five months postpartum and was very much in need of some relaxing time to myself. Derek (co-owner) was my therapist. While he was pleasant, I was talked at throughout the entire appointment. I felt unable to stop the conversation or express that I had hoped for a quiet, relaxing experience rather than ongoing chit-chat. Derek even acknowledged this, saying, “I hope you didn’t think you were coming in here for a relaxing massage.” I laughed awkwardly, as that was exactly what I had hoped for. The massage itself was disappointing. Although it was supposed to be a full-body treatment, several areas received no attention—most notably my feet and head, which were the parts I had been most looking forward to having treated. Additionally, the appointment was meant to last 90 minutes. The first 10 minutes were spent filling out a form that I could easily have completed beforehand, especially as I arrived 10 minutes early—something Derek acknowledged by commenting, “You are nice and early.” Despite this, the form was completed during the scheduled appointment time, reducing the duration of the treatment. Furthermore, when I checked the time upon leaving Clarity House, it was 15:27. My appointment had been scheduled for 14:00 for 90 minutes, which suggests that the massage was cut short. Overall, the experience was not pleasant. I had so desperately hoped to relax and enjoy some much-needed time to myself, but unfortunately, I feel that this was taken away from me.
South of England
