The spa called up to the room to say the therapist was not Available that day . I said “ ok”, we still want to have the package booked and I will check with my husband to see if “ Thursday “ worked for him to have a massage with the therapist I requested . She was only available on Thursday . I said I would need to check with him since we were getting the package on Friday , if he wanted to book another massage on Thursday . I understand , this was a miscommunication . Your email was out of line and not very “ customer friendly “ since we spent thousands of $$ on this trip And wanted to enjoy our last day together at the “spa” , which was the only day available for that package . We waited 4, yes four days, for our 3 hour special time for this and was saddened that it was cancelled. We booked this service on Monday , and when we had the 60 minute massage on Wednesday , I asked if my therapist was available on Friday for our package . So , cancelling this spa package is not ok . Also, if you could not have reached us by phone or never left a message how would we have known you were trying to reach out to us. In the future, my suggestion is to deliver a message to the room and verify if your department has a concern of a customer not confirming an appointment. Keep in mind we are at a resort that we are using during the day that we wouldn’t be in our room during your working hours. I feel bad for other customers that this happens to and they Find out that their long awaited spa treatment as a Hilton grand Vacation owner was not available because of communication issues with what we expected for such a great resort as the Crane.

Amazing deep tissue massage from Abigail! She worked out the kinks after arrival on the island so I could relax and enjoy. Highly recommend Serenity Spa and especially Abigail!