I attended this spa using a birthday gift voucher I was given. The massage itself was average at best and reflective of the general standard of the spa overall. At the start of the appointment, I was instructed to place my handbag on the floor. In hindsight, that instruction alone is questionable in a spa setting. The major issue occurred when I was abruptly woken by another therapist to discover that my entire handbag had been submerged in foot bath water, resulting in damage to my iPhone, AirPods, and other personal items. The therapist who discovered the issue was polite and escalated it to management. The therapist assigned to me denied touching or moving my bag, despite the fact that it had clearly been displaced from where it was originally left and ended up in the foot bath. Most importantly, no apology was offered. And the interaction escalated rather than being handled calmly. The manager on duty questioned how the incident could have occurred and repeatedly focused on whether I had placed the bag there myself, despite it having been left on the floor as instructed. During this discussion, I was told that if a staff member were responsible, that staff member would have to personally pay for the damages out of pocket. This is an extremely unprofessional statement to make to a customer. I was then offered a complimentary spa session as a way to close the matter, which I did not accept. Offering a free massage while a customer’s personal belongings have been damaged is an inadequate response. The booked treatment was not completed, as the service was cut short following the incident. The full gift voucher amount was refunded to me in cash only after I requested it, given what had occurred and the fact that I made it clear I would not be returning. I also explained that Apple products are water resistant, not waterproof. Despite this, I was told to let the devices dry, soak them in rice and that they would “likely be fine”. There was zero appropriate attempt to resolve the situation before allowing a visibly distressed customer to leave their premises with damaged personal property. Expecting a customer who gains nothing from the situation to justify or accept the loss, rather than providing a satisfactory resolution at the time, reflects poor judgment and lack of professionalism. After returning home and confirming the extent of the damage, I contacted the spa to ask what steps would be taken. Only then was the matter referred to insurance. Communication over the following days relied on vague assurances such as “as soon as possible”, “immediately”- yet without clear timelines. I was required to obtain an Apple authorized assessment at my own cost, which was not reimbursed. Ultimately, their insurance process did reimburse me for the damaged phone after I signed a release. Although the damage was ultimately reimbursed through their insurance, the defining issue was how this business chose to respond after customer property was damaged by THEIR staff on THEIR premises. Their response demonstrated a clear failure in professionalism, accountability, and customer care. I would strongly advise others to factor this into their decision before going.