Willow Stream Spa at Fairmont Singapore

Kelly is highly skilled in what she does. Highly recommended. She is friendly, focused and highly professional. However, the other staff who did the facial treatment for my mother, while highly skilled as well, was highly unprofessional. She obtained my mum's contact number from her while doing her professional duty and gave unsolicited advice to my mother. Fortunately my elderly mum did not take her advice seriously, otherwise she would have gotten into serious trouble, and actually told me what happened in the treatment room. This is totally unprofessional from the staff from a luxury hotel.

On April 6th, 2024, Saturday at 12:40 pm, while in the cold pool, my left foot, near the big toe, became stuck in the suction hole at the pool's bottom near the steps. I initially felt pain but was unaware of the continuous bleeding until I exited the pool five minutes later. Spa staff members Uncle Chong and Rosman attempted to stop the bleeding with tissue paper and ice, but the bleeding persisted. Eventually, Rosman notified the management, and I was escorted to the spa lobby where several staff members in suits arrived with a first aid kit. Despite their efforts to wash and treat the wound, it continued to bleed profusely, leading them to simply bandage it up. A female staff member abruptly suggested that I leave without inquiring about seeking medical attention. Since it was a Saturday and nearing 1:00 pm when I departed, all clinics were closed, leaving me no choice but to visit a private hospital. There, I received treatment that included an injection, antibiotics, pain relievers, and dressing, totaling $520.16. Following this incident, I engaged in email correspondence with the spa director. Despite sending her video evidence of the uncovered, rusty hole that caused my injury during a subsequent visit to Willow Spa on April 19th, 2024, at 3:39 pm with a GoPro 10 underwater camera, the director asserted that the spa was not at fault for my injuries and declined to cover my medical expenses. I am deeply disappointed by the spa's response and feel the need for a more equitable resolution. Given my financial constraints, I am unable to pursue legal action and am hopeful for a fair outcome through social media. If you were in my position, how would you handle this situation, and do you believe my frustration and disappointment are justified?