I planned a last-minute birthday treat for me and my husband and booked a pedicure using the online system. Wanting to ensure that my husband and I could have pedicures at the same time I called the spa to request the appointment for my husband. The person taking the reservation said she saw my reservation and scheduled my husband for the same time and said everything was set. Since the appointment was at 9 a.m. Sunday we decided to stay overnight at the Lodge Saturday. The hotel staff were great, but when we arrived at the spa the young woman at the counter, after having us fill out the information forms, notified me that I didn't have a reservation, the only reservation their system showed was the one for my husband. All she said was "Sorry," and nothing else. She didn't seem very sincere. I asked if there was another time available that morning, but she said they didn't have another opening until much later. So of course we cancelled and I was extremely disappointed since this was for a special occasion. The woman offered us NO HELP whatsoever--such poor customer service. I realize that we hadn't scheduled any high-dollar spa treatments, but we did travel all the way to the Lodge and spent the weekend primarily to visit their business. They should have been more helpful. The hotel staff were very apologetic and took down our contact information--in fact they said they were sure the spa manager would want to talk to us. To date we haven't heard a thing. The spa staff are probably very capable, but there's no reason to go back, EVER. There are other places with equally capable technicians with much more helpful attitudes. I think the front desk person should be better trained to try to resolve these kinds of issues. Surely this isn't the first time this has happened.
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