ComplaintsforMandara Spa at Mohegan Sun
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/16/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked a Spa appt for two and was charged payment in full. Due to unforeseen circumstances I could not make it at the allocated time. I called to reschedule but there was no availability. It makes sense to me to pay a cancellation fee but it doesn’t make sense that I was charged for the full service when I didn’t get any. I am asking for a refund.Business response
06/30/2023
Dear BBB,
Guest booked 2 services (one for herself and one for daughter) for 11:15am on 6-16-23 and did not show up for services and did not call in advance to attempt to cancel. Our policy is 24 Hour Change/Cancel policy with full rate of service less service charge, charged to provided Credit Card on file. Guest was spoken with at 11:50am on 6-16-23 and guest stated she thought both services were scheduled for 1pm. Guest did not mention any "unforeseen" circumstances when speaking with our Spa Concierge. Guest did acknowledge that she did receive the confirmation email stating the correct time of the services. All policies are listed on the email confirmation, on our website and in our Spa service menu.
I am happy to discuss the situation further with the guest and attempt to find a reasonable resolution.
Please have the guest reach out to me personally. I can be reached at ###-###-####.
Thank you.
Customer response
06/30/2023
Complaint: ********
I am rejecting this response because: I attempted to reschedule and was denied. What would a reasonable solution look like? I think that is a disingenuous.
Sincerely,
***** *********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.