I booked 3 nights and came to the "Spa" on Monday afternoon and left Tuesday afternoon. My room at the Grail Springs was above the kitchen. When I checked in I wanted to take a nap but it was so noisy that it was impossible to do so. When I informed the front desk, the woman said they were all booked up and didn't have another room for me and I should just wait and see how it goes. It just got worse. After dinner which was just ok, I again wanted to rest and relax in my room, and again it was impossible to do so because of all the noise from the kitchen. Finally I got to sleep, but at 7:00 am the noise started all over again. I was so angry, tired and upset. Went to the front desk again and said that I would like to talk to the manager because this was not working for me and I was not getting the peace and quiet that was promised. I was told to wait in the "Great" room so I went there thinking that I might have some quiet time before breakfast. Wrong again. Staff started vacuuming. No manager came. Had some breakfast and drank a drink that they called "Mud" which didn't sit right with my stomach from the get go. Went to a yoga class, but was starting to feel queasy. After Yoga I went to the front desk and asked to see the manager. We had a meeting and I said I wanted to be compensated. She said she would see what she could do. It was then lunch time and I couldn't eat anything because the nausea was increasing. I threw up. Went to the front desk again and cancelled my spa treatment and horse back riding session and wanted to talk to the manager. I needed to lay down and rest but again because of all the noise from the kitchen, there was no way a person could do that in that room. By this time I was really upset, throwing up, angry and feeling horrible. I spoke with the manager and said that I wanted a full refund, all the paper work to show that that had been done and that I wanted to leave within the hour. This was done, and along with the paper work showing the refund, there was a letter that they had asked me to sign outlining that a full refund was done, that they would take my complaints seriously and try and rectify them (according to them, no one else has ever complained about the noise) and also if "I could find it in my heart not to go online and talk about my experience" I signed the letter because I felt that if I didn't that I might not get my refund back. I was also still throwing up and just wanted to get out of there. Since I have gotten home I went on line and have seen many people who have had the same experience with noise, especially with the room above the kitchen. In my opinion, this room should never be rented out. Also another thing that I found to be extremely unpleasant is the fact that you could smell air freshener, spa oils and other "scents" throughout the place. That also made me feel sick to my stomach. This was a horrible experience and it totally ruined my vacation. I left in tears, angry, sick to my stomach, exhausted. I found the manager rude, lacking in any compassion, and trying to make it seem like it was in some way my fault. The owner Madelaine, for all her hype about caring and wellness etc. didn't even show her face. That says a lot to me. The bottom line is that they have had repeated complaints and have done nothing about the noise level in Room #3 and continue to rent it out without letting people know how noisy it is. In my opinion when they said to me that they will address the complaint and I see that they haven't done so with the same situations in the past then it means that this spa is about money and not wellness. I will never go back and would take the positive reviews with a grain of salt.
Do not stay in room #3
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We would like to take this opportunity to reply. Our front desk staff was very sympathetic to every need and requirement of this guest but unfortunately we could not find resolve. We were fully booked and had no options to move the guest to another room. To compound the issue, the guest arrived during our very popular "Boot Camp" event which involves our guests participating in high energy, vigorous programming including early morning wake-ups with hikes before breakfast, Zumba dance and Yoga, integrated with specific spa treatments and our PH balanced menus. This unfortunate clash of expectations has prompted us to implement, within our booking policy, a clearer description of upcoming programming and the benefits, expectations and opportunities they bring.
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The guest's reference to drinking mud refers to the ‘Moor Elixir’ from Austria, a pasteurized drink and used in hospitals throughout Europe for health and healing. We have carried this for 11 years and this is the first hint of a complaint against this product. It is highly unlikely that this was the cause of her nausea. In terms of the smells; (“air freshener", spa oils and other scents..") which she claims made her sick, again it is a puzzle to us since we are a wellness spa environment and very cognizant of sensitivities and keep aromas limited and pure. We are perfume-free, only use essential oils, organic cleansers, natural laundry and kitchen detergents from a certified "Green" line of products.
The guest had the full attention of all of our service staff, managers and other guests. She was also very aware of the fact that the founder of Grail Springs, who she ungraciously suggests "did not show her face" during these interactions was due to the fact that she was, at that moment, 20,000 feet in the air on a flight back from Boston after seeing His Holiness the Dalai Lama and was not aware of these events. Guest concerns start and stop with our ever gracious guest services staff and capable managers. Even though the guest did participate in some of the programming and joined the other guests for meals, we were sadly unable to resolve her issues and we agreed that her request to leave two thirds through her stay was in the best interest of all of our other guests who were enjoying their boot camp week. This this, with a full and complete refund, a condition she made in order for her to depart. Grail Springs prescribes to peaceful means, peaceful relations and peaceful environment. ~ Richard Capener, Guest Relations Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.