We booked a room for a long planned and well needed getaway weekend. I also booked two massages at the spa on their website. When we arrived, I called the spa with a question and they told me that they see me in the system but they couldn’t find my massage reservations. No apology or explanation. I was told that next time I should call the spa after making reservations online to make sure they were there. We called the front desk to let them know about the unsatisfactory response and the response was “oh no, oh no, we will call you back to see what is happening” we never received a call back or any attempt to contact us. We encountered several staff members that were wonderful during our stay but also some folks in serious need of training in order to live up to the high levels of customer service that is claimed in their website. Upon check out, we were told our total bill was at a higher rate ($283 more than we booked through Expedia) and when we Showed them the itinerary and said that this was the cap on an overall bad experience (and proceeded to tell them about the spa, the staff and now the rate that was higher than we booked, the desk employee said she was going to talk to the supervisor) the supervisor did not come out, but rather, sent the employee back out to tell us he would take care of the charges. She meant, she was going to charge us the amount listed in our confirmation. No solution or attempt to make it right occurred. Totally disappointed.
