ComplaintsforPallavi Spa

• Initial Complaint

  01/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife was given a $400 gift card and called to book a service in mid-December. She meticulously calculated the service costs so as to ensure that we stayed underneath that amount and paid little to nothing out of pocket. She even inquired as to whether or not the gratuity could be included within the gift card utilization, which was an assured "yes" from the person taking the reservation. She booked the "Couples Retreat" for $270 and added a pedicure for herself ($40), consciously staying well within the $400 threshold. No one advised us of a "total cost" at this time. No "bubbly" was ever offered or provided, which was supposedly included in this "package". We were escorted into a room and asked if we wanted to purchase any bath salts or soaps prior to our "whirlpool soak". We declined and were left in nothing more than a soap-less jacuzzi tub set to a timer of 20 minutes, not the stated 25. We then moved to our massages, which were great, no complaints. We went to pay and were told that the total cost was $720.84. We were floored but begrudgingly paid and phoned the manager thereafter. She insisted that 1) the person taking our reservation told us the total cost in advance 2) the prices listed are "individual" 3) if we wanted her to, she would refund $100 from the gratuities (which was appalling for her to even suggest). A 50-minute Swedish massage is $125. We could have booked five of them for the price we paid to get two done in the same room. The cost makes no logical sense. Furthermore, the attached service menu is misleading since we did not receive the "bubbly", the soak was for less time as indicated, and it is misleading to use the word "individually" for the couples packages since, by definition, it requires two people. "Individually" was interpreted as an "individual" package since they are grouped therein and the costs are in sync with the a la carte pricing, not "per person" which is apparently the expectation.

  Business response

  03/10/2022

  Business Response /* (1000, 13, 2022/03/07) */ Contact Name and Title: **** D***** Dir of Rooms Contact Phone: ************ Contact Email: *******@wyndham.com Hi ****, FYI- I spoke with Kaitlyn this morning; I offered her the options for another spa day to compensate for the requested refund and turn her experience around or refund the card instead. She politely declined the spa day and requested to refund to the card we have on file. She mentioned this was off her radar and hearing from me was a surprise. She said reaching out to her spoke volumes and she was very thankful for the call and refund. She finished the call by letting me know she will update the negative reviews left. Kind Regards, Consumer Response /* (2000, 16, 2022/03/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) The new manager phoned my wife and expressed their sincerest regrets and were kind enough to refund our money, as well as more clearly iterate future advertisements. Very professionally handled. Thanks to everyone involved.

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