The Cove Hitchin (1548 reviews)

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No conversation from the lady who did my treatment. After it finished she left the room without saying anything about after care or even good bye. Very expensive verses other places locally and wasn’t as plush as I expected for the price. .

Comment

I had purchased a "course" where I paid upfront for five massages to receive a sixth session for free. When purchasing this or at any point afterwards, I was not informed there was an expiry date for the course. When I arrived for my fifth massage, I was told that my course had “expired” and so I wouldn’t be receiving the sixth free session. I obviously would have made use of the course in time had I known they expired. Awful customer service to not honour the original agreement.

Comment

This was my first visit to Cove for a long awaited facial. On arrival I was handed an electronic pad to complete a medical history. It was rather grubby and had obviously not been wiped over between uses. I asked for it to be wiped over due to it being a Covid risk. I quickly noticed that the therapists around the desk looked very unkempt. Dirty hair, scruffy looking clothing(no uniforms) one girl even had her bottom hanging out from ill fitting jeans. One other staff member had a weeping cold sore on her lip. I wanted to leave immediately until my therapist who very thankfully looked clean and tidy appeared. I discussed with her my concerns about the cleanliness and hygiene. She assured me that she personally had washed hands at that any sponges , brushes used were cleaned. Although my facial was carried out acceptably I will not return. When you pay nearly £100 for a specialist facial and want to pamper yourself it was not the environment that evoked relaxation, well-being or glamour. The therapists need to spend time in themselves as they looked quite frankly shocking.

Comment

While the staff were welcoming and friendly the services myself and my daughter chose were quite awful. I was gifted a voucher from my 7yo to use for us both for my birthday. It was only simple, a pedicure for myself & nails and toes painted with polish for my daughter. The pedicure was very basic just hot water a little foot rub with minimal salts and only one foot was filed. Now I appreciate I had damage to a couple of my toes and to be honest I was happy to leave with just a clear layer of varnish on them but was talked into having a colour polish. I explained I was very fussy with my toes and I like them to to look a particular way when painted and I knew it was unachievable with the damage to them but she just kept telling me they “look fine”. I just let her do the polish and honestly it was the most awful polish iv ever had. Regardless of the damage to my toes the polish lines were all wonky not even up to the edge of the sides of my toes, the nail tech was shaking and the polish just looked clumpy as way too much was applied. This also took about an hour just for myself - my daughter was bored by this point I assumed if a double app was booked then another member of staff would have done my daughters especially as the salon was completely empty with not another customer coming in the whole time we were there. My daughter had her nails and toes painted, no top coat applied and no drying service for either of us was offered which was odd. We were both left to leave with fresh painted polish not dry at all. Polish has unfortunately been removed as you can imagine a 7yo trying to keep her nails dry is never going to work. Usually anywhere we go there is a nail dryer for this. The polish on my toes was removed as soon as I returned home also as it just looked terrible. I just wouldn’t return or recommend when something this simple couldn’t be done to a standard. I honestly paint my own nails better than what we both left with. I was also asked inappropriate questions like “so are you having any more children” and “does her dad want any more children” I was taken back by these questions to be honest they are VERY personal things to ask someone without knowing anyone’s circumstances and it felt very uncomfortable. Like I say the staff were pleasant but the overall experience and time taken for what we wanted was just not great.

Comment

Thought the salon was very shabby. Needs money spent on it to bring it up to date. Most fixtures & fittings are years old from when it was body magic. Also thought it was dusty and in need of a good deep clean. Staff were pleasant enough, lady doing my treatment was friendly but nothing outstanding. With so many other salons in Hitchin Cove needs to raise its game.

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A bit disappointed with the treatment. I booked 1h treatment and in reality it was more 40/45min max… I was the last appointment of the day and therapist seemed in a rush. A lava Shell which was far too hot was put on my back and left a mark. Therapist put some cool wipe afterwards saying it was part of the treatment but only did this on the side which was ‘burnt’