I spent 4 nights (May 29-June 1, 2008) and one night (June 14, 2008). I booked a $80.00 90 minute deep tissue massage ( May 30 mid afternoon) for 7:00 pm the same day. I asked the Spa receptionist whether or not I could charge the massage to my room. She stated that I couldn't ;I would have to pay cash or by credit card. I didn't argue with her. I should have double checked with the hotel itself and not taken her word.
I arrive at 6:00pm to sit in the sauna prior to my treatment. The sauna never warmed up, even after I brought it to the attention of the receptionist and she fiddled with the knobs.
After I came out the sauna , showered and went inside the massage room, I noticed that the time was 7:15 pm. I am accustomed to the therapist in spas coming to get me at my appointed time. This spa doesn't do that. By the time I was on the table and she began the massage, it was closer to 7:25pm. She concluded the massage at 8:20 pm. When I went to pay, I was charged $85.00 for my treatment. Although I wasn't told about the extra sauna charge , I didn't complain. I chocked up my 60 minute massage costing me $80.00 as my being 'late' for my appointment.
On Sunday, determined to be on time for my 90 minute hot stone massage, I arrived half an hour early. I was very surprised to see a gentleman signing his massage to his room. I inquired as to this and was told, yes, one could sign treatments to one's room, I asked why had I been told otherwise. One thing led to another and when this receptionist asked about my previous massage, I explained what had happened. He went into the computer and found I had been booked as a one hour massage for $60.00. I told him that couldn't be as I had paid $85.00 for a 90 minute massage that had turned out to only be 60 minutes. During my hot stone massage, I figured out that the Friday night therapist and the spa receptionist were running a scam together and splitting my $25.00 between themselves, robbing their employer and the hotel.
I immediately contacted the night manager, and wrote a detailed signed statement. One Monday June 2, 2008, I detailed the situation to the general manager, who said he would be in touch with the spa owner. The spa is not under hotel management but run/leased out as a concession.
I returned to the hotel on June 14, 2008 where I was told at the hotel front desk I was being given a free complimentary massage. I went to the spa to confirm this. When I spoke to the receptionist, she had no idea of who I was or that I was to be given a complimentary massage. When I told her it was a hot stone treat,ment she said, "Yes, that treatment is $95.00 but we're giving it to you for $75.00." I said to her, "Your treatments must have gone up in the last 2 weeks", taking one of the brochures lying on her desk that showed that hot stone massage was $75.00. I was thoroughly disgusted; this spa couldn't even get a complimentary massage straight.
I left in a huff and complained to the hotel front desk. They said they would contact the owner. I went up to my room. About 30 minutes later, I got a call from the spa receptionist saying that the owner had forgotten to tell her that it was supposed to be a complimentary massage. I told her I had enough of the spa and I wanted nothing more to do with them.
This spa is only interesting in ripping off its clientele. On both occasions prices were misrepresented by the spa front desk. I never had a note or telephone call from the spa owner apologizing for the inconvenience to myself, and the fact that they employ petty criminals in their establishment.
If you use the spa check to make sure what goes into the computer regarding your appointment: time,treatment and cost. Question everything and if it sounds strange, check with the hotel front desk. If the sauna doesn't work refuse to pay. Note the time the therapist actually starts to work on you and the time she concludes her work. If anything unusual happens complain to the spa and then to the hotel.
My sense of the entire situation is that the hotel management lacks effective enforcement over the spa and therefore the spa gets away with gouging and cheating hotel guests.
The final kick in the teeth came when the hotel front desk last a package that had been left for me at the front desk.
Hotel Management was ineffective in following through with seeing that I was compensated for the money that was stolen from me by the spa. It would have been easier all around to just have given my $25.00 or a room credit of $25.00. I left vowing never to stay at the Irazu again.In fact, had it not been for a international gymnastic event in San Jose tying up all available hotel rooms, I would have checked out of the Irazu that night of the 14th and stayed in a different hotel. I paid the hotel close to a $1000.00 to be stressed out.
