Assunto / Subject:
Spa injury - hotel refuses responsibility despite medical form
Descrição da reclamação / Complaint description:
In August 2024, my partner had a massage at Cascade Wellness Resort spa in Lagos.
Before the treatment, she completed their medical disclosure form where she clearly stated she had recent ankle surgery and that area should NOT be touched.
The therapist massaged that exact area anyway. My partner had immediate severe pain and we had to leave the hotel early to get medical care in Lisbon.
Three months later:
Still in physical therapy
Over €3,000 in medical costs (not covered by insurance)
Can't walk normally
Her doctors confirmed in writing the spa treatment caused the damage
We contacted the hotel with all medical documentation and tried to resolve this for 3 months. Their lawyer responded that they "assume no responsibility" - even though they have the medical form she filled out.
I'm asking DECO for help because:
The hotel made us fill out a medical form "for safety"
Their staff completely ignored what she wrote
This caused documented medical harm
They refuse all responsibility despite having written proof
O que pretende / What do you want:
DECO's help in getting the hotel to take responsibility
Fair compensation for the documented medical damages (€3,000+ and ongoing)
Or help with filing official complaints/legal action
Valor aproximado / Approximate amount:
€3,000+ (and increasing with ongoing treatment)
Já tentou resolver com a empresa? / Did you try to resolve with the company?
Yes - contacted them for 3 months with medical documentation. They conducted an insurance investigation but ultimately their lawyer refused all responsibility.
Tem documentação? / Do you have documentation?
Yes - medical disclosure form, medical certificates, communications with hotel
