ComplaintsforOneSpaWorld

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My husband and I booked a Cloud 9 Spa balcony stateroom aboard the Carnival Panorama for a 7 day cruise starting on June 15, 2024. We paid a cruise fare of $3745.30 and I calculated $420 was the a amount that could be attributed to the Cloud 9 Spa balcony stateroom over a regular balcony stateroom. Booking the Cloud 9 Spa stateroom entitled us to full access to the Cloud 9 Spa. My complaint is with the Cloud 9 Spa. All the advertising for the Cloud 9 Spa promises a serene atmosphere, soothing ambiance, total tranquility and complete relaxation. None of which is true. If you read my complaint letter, you will see that on each visit we made to the Spa it was noisy, unclean and equipment like the sauna and showers that did not work. One Spa World/Carnival committed to a serene atmosphere and total tranquility based on advertising but could not maintain this type of environment even after I complained. The other guests treated the Spa as an indoor party pool deck with loud conversations and playing music on their phones. I have reached out to One Spa World via email (the only communication method offered by ******************** with NO response except for an auto generated email stating my email has been received. My first email to One Spa World was on 7/13/24, it has been 60 days without a response to my complaint. One Spa World has not tried to resolve the issue. I believe Carnival and One Spa World are falsely advertising their Spa Balcony amenities and should be held accountable. The Carnival website is full of advertising about how tranquility and relaxation is offered at the Cloud 9 Spa. Carnival refuses to help me and says any spa complaint must be addressed with One Spa World as all Spas on their ships are independently owned and operated. Carnival's continually refers me back to One Spa World and will not address the situation after multiple emails to their ********** and request for management review.

  Business response

  09/16/2024

  Hello *****,

  Let me firstly thank you for bringing this concern to our attention. It's with regret that we learn that you did not receive the serene and relaxing experience you were expecting in the Thermal Suite. The Thermal Suite is owned and maintained by ********************. All repairs, cleaning and maintenance are provided by ********. We will contact the ********************* team to ensure that there are adequate staff assigned to this area to keep the facility to the standards expected. In addition, we will reach out to Carnival directly regarding the maintenance issues you've addressed such as broken shower and lack of aroma in the steam room. While our spa staff will report these issues, we regret that they are not able to perform maintenance or repairs to the equipment and bathrooms.
  

  Lastly, we're very sorry to learn that fellow guests were talking loudly in the hot tub and that a guest was playing a personal music device while relaxing on the heated stone lounge chair. We understand that you found this affected the "spa like experience and ambience" that you were expecting. As you correctly point out we do have signage about respectful noise levels and so we're very sorry to learn that this request was disregarded.
  

  We understand that the spa did not charge you for this service, as it was complimentary when booking the Cloud 9 Spa Cabin with Carnival Cruise Lines. Accordingly, we would like to invite you back to the spa with two complimentary Thermal Suite Passes for your next sailing. Please contact us at ***************************************************** with your mailing address and we will send these out to you.

   

  Regards,

  ***** ******
  Customer Care Manager
  **************** | ************* | Bliss Spa | Mandara Spa
  

  Customer response

  09/21/2024

   
  Complaint: 22280693

   

  Thank you for your response regarding my Better Business Bureau complaint. I appreciate your acknowledgment of the issues we encountered in the Thermal Suite aboard the Carnival Panorama, particularly the unsanitary and noisy conditions. While I recognize your offer of two complimentary passes to the Thermal Suite as a gesture of goodwill, unfortunately, it is not a suitable remedy for us.
  In order to make use of these passes, we would need to book another Carnival cruise, which, given our disappointing experience with the Cloud 9 Spa and Thermal Suite, is highly unlikely. Our trust in the Carnival brand has been significantly impacted by the issues we faced, and we do not foresee sailing with Carnival again.
  I respectfully request a refund of $420, which represents the additional amount we paid for a Cloud 9 Spa Stateroom compared to a regular Stateroom. Please confirm receipt of this email, and I will be happy to provide my mailing address for the refund check separately.
  Thank you for your attention to this matter. I look forward to your response.
  Sincerely,
  
  ***** ******

  Business response

  09/24/2024

  Thank you for your response. The vouchers offered are valid on all of the cruise lines operated by OneSpaWorld and not specific to Carnival Cruise Lines.

  Unfortunately, OneSpaWorld is not able to offer you a refund for the cost of the cabin purchased from Carnival Cruise Lines as there was no payment made to OneSpaWorld for your cabin, or for the use of the Carnival owned and maintained Thermal Suite facility.
  

  Customer response

  09/24/2024

   
  Complaint: 22280693
  
  I am rejecting this response. Please see below:

   

  Thank you for your recent response. However, I must reject this reply as there seems to be conflicting information between Carnival and One Spa World regarding the ownership and operation of the Thermal Suite aboard the Carnival Panorama. ******** has informed me that One Spa World owns and operates the Thermal Suite, and I have attached documentation of their response to my initial complaint for your reference.
  Could you please clarify who exactly owns and operates the spa aboard the Carnival Panorama? Additionally, is there a liaison between Carnival and One Spa World to address these issues? The conflicting informationCarnival stating One Spa World owns the Spa, while you indicate Carnival owns itputs me, the consumer, in the middle of this dispute, which is not resolving my issue.
  I would appreciate it if this matter could be addressed and clarified so that we can move forward with a solution.
  Thank you for your attention to this matter. 

  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  One Spa World is the vendor used by Celebrity Cruises, for on-ship spa services. One Spa World charged me $178.80 for treatments I did not receive. In speaking with Celebrity Cruises directly, I was told, yes, this was an incorrect charge BUT that they could not refund me directly, I needed to go to the vendor, One Spa World. I sent One Spa World an email on June 24th, explaining the fraudulent charges to my account. I received and automated response stating it could take up to 14 days for a response. I followed up with a phone call 12 days later and was told that ALL inquiries needed to be handled via email and I needed to allow for the full 14 days to pass. I subsequently followed up 2x via email, the final time on July 26th, stating that I would now take this up with the BBB due to their lack of response. I am looking for a refund of the fraudulent charges to my account which in total were $`178.80.Cruise Ship: Celebrity Eclipse Booking #: ******* Stateroom: 1508 Cruise Date: 05.26.24 Date of fraudulent charges: 5.26.24 One Spa World Inquiry #: ******

  Business response

  08/22/2024

  
  Hello ********,
  
  Thank you for contacting OneSpaWorld. Please accept our sincerest apologies for the delayed response. Unfortunately, we've experienced a higher volume of inquiries than usual, and this has delayed our response time.
  
  Were sorry to learn that there is a charge on your account that does not belong to you and we apologize that you were not able to get this resolved before leaving the ship.
  
  Please provide your booking number and the last four digits of the credit card used on the ship so we can arrange the refund for you

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged for Elemis products on the Carnival Sunshine spa ( CLOUD9 Spa)on May 6th 2024 ,after a spa treatment, I did not sign for nor wanted. I was given a free bottle of collagen from ELEMIS during a spa treatment. I saw that my credit card was charged over $400 for products I did not buy nor sign for nor receive. I went back to the spa to dispute the charges and return the free bottle of collagen. The spa director refused to take the bottle back citing I damaged the bottle lid so bad she could not sell it ( photograph attached) then proceeded to charge my credit card without authorization $99.00 and with no signature. The bottle was and remains unopened. I contacted ELEMIS about return policies and provided a photo. ****** said this bottle is a returnable item however since it was obtained on at a Cloud9 Spa I had to go through that company which is OneSpaWorld. I have sent them my complaint via the Timetospapostcruisesales email box with no response to date. My complaint was submitted in mid May and again in late June with no response. I was targeted and wrongly charged for product that the spa, per their policy, should have taken back plus it was given to me FREE as in no signature and charge until I disputed the other fraudulent charges. I requested that Cloud9 on the Carnival Sunshine produce my signature authorizing any of the charges they made to my card and they failed to produce this documentation because it doesn't exist. The spa manager commited fraud so she could help boost her product quota for sales. All I want is to return the free product I was wrongly charged for and get my refund. Cloud9 is guilty of predatory sales at their location on the Carnival Sunshine. I want my refund and I am entitled to it as the request was made within the posted time frame of the organizations return policy and the product meets condition criteria. I will note that the bottle of product was manufactured in 2021 & is not new and she stated no bottles are stacked.

  Business response

  07/24/2024

  Hello ********,
  
  You are welcome to return the "FREE" product and we can refund the full purchase price.
  
  Unfortunately, I wasn't able to locate any purchase receipts under the name *******************************, or the cabins ***** or *****. Please can you send me a copy of your Sail & Sign statement so we can review the purchase charges.
  
  
  RETURN INSTRUCTIONS
  Thank you for contacting One Spa World.
  
  Products can be returned within 30 days of the purchase date for a full refund, or within 60 days of the purchase date for a merchandise credit. Please visit the web site **************************************** to file your return electronically.
  
  Once you go to **************************************** you will see on your left hand side the following:
  
  Cruise Returns USA
  Cruise Returns International
  
  You will click on the one depending on your location then scroll down to the bottom of the page to see the form.
  
  Please complete the form and then click Submit at the bottom to send it. Once received we will send you the Return address and reference number.

  Customer response

  08/05/2024

  This is the receipt given to me at the spa when I tried to resolve this issue with them. Ultimately the spa director refused to take the product back and charged my sign & sail card in the amount of $99.00.

  Customer response

  08/05/2024

  Attached is the full Sign & Sail statement supporting my claim. I have also sent this to One World as well. The spa charges are on page one. 

  Thanks!!!

  Business response

  08/19/2024

  As discussed with ********************************** on 8/6/2024 her refund of $99.00 is being processed. It was sent to Carnival to be posted to her credit card on August 15th and she should allow approximately 30 days (one billing cycle) for the refund to show on her statement.

   

  CARNIVAL REFUND REQUEST 
  *****************************;
  Carnival Sunshine 
  5/6/2024
  Cabin 12024
  Receipt 417108
   
  REFUND: Retail $99.00

   

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband and I were on a cruise this past June 1-8th, 2024 on the Carnival Jubilee. Prior to our trip, we booked and paid in full for a spa treatment that was listed at $239. Once the appointment day and time arrived, the masseuse asked us both if we wanted to add hot stones for an additional $20 to our session. My husband declined but I said yes. After the service was over, the masseuse brought out two receipts for me to sign, one that had the amount that was prepaid and she stated as much, then another for the $20 charge for the hot stones. I signed for both but once I got my account summary after the cruise ended, I noticed that I had been charged an amount higher for the massage than what was already paid for along with the additional charge for the stones added. I noticed that it claimed to be rung up as an aromatherapy massage, which was not discussed nor agreed to. They had charged me for the higher massage and credited the amount I already paid, leaving me with an extra balance outside of the agreed $20 for the stones. I also got a manicure at the same place and a different employee charged me for a higher price than what I anticipated. I let that one go because I had also won a certificate so I was not paying the majority of the cost. I have submitted a complaint and a request for a refund but have not heard back from this company. They have an auto reply set up that asks to allow for 14 days for response but it has been more than that.

  Business response

  07/17/2024

   

   

  Hello Marah,

   

  We've reviewed your charges and they all appear to be correct
  
  Your receipts show that you were charged for a 50 minute Couples Swedish Massage for $239.00 plus $20.00 for the Hot Stone add-on. Carnival adds an 18% automatic service charge (gratuity) on all onboard services (from the bar to the spa) as noted in your cruise contract. The automatic gratuities on these two charges equals $46.62 
  
  Your pre-paid credit of -$239.00 was applied to your Sail & Sign Statement leaving you just the hot stone add on and the gratuities to pay on the ship. Please note that you didn't pre-pay the automatic gratuities, so this accounts for the difference in price.

  Customer response

  07/17/2024

   
  Complaint: 21934244
  
  I am rejecting this response because I prepare gratuity before we set sail.
  
  Sincerely,
  
  *************************

  Business response

  07/30/2024

  Halo ******,

  The gratuity for your pre-paid spa service is charged on the ship. Carnival Cruise Lines does not allow for pre-payment of spa gratuities. Please review your pre-cruise order confirmation. It will show you that the service you purchased in advance of your cruise was Couples 50 min Swedish Massage for $239.00.

  The spa charged you $20.00 for the Hot Stones you requested and the automatic gratuity of 18% (18% of $259.00 = $46.62). There was no overcharge on your account and all charges are confirmed correct.

   

   
  

  Customer response

  07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this explanation is satisfactory.

  
  Sincerely,
  
  *************************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've just returned from a Royal caribbean cruise with Grandeur of the seas (5/4/24 to 5/9/24), where I purchased a combo of eye creams Elemis (a creams and a mask) from the **** Both were given to me in a box as new products. When I got home and opened the product I was shocked and disappointed to see the product is half empty and clearly used, maybe is even expired already....As I trust Royal Caribbean I didn't check while on-board. There is no seal in the products and you can see the bottom of the container. Please check the photos attached I am very frustrated with this experience and disappointed with Royal Caribbean and one world Spa. I have sent email without response, this is not a honest business.I truly hope to get a response and be compensated for this scam.

  Business response

  05/22/2024

  Hello ****,

  We're so sorry to learn that you received a defective product and we'll be happy to arrange an immediate replacement. Unfortunately, we haven't received any e-mails from you. Please send a copy of your email along with your mailing address, for the replacement, to: **************************************** Make it attention *****, so I can take care of the replacement personally for you.
  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date 4/26/24 1:19 pm. for $2,766.00 for thermage treatment, which was supposed to remove wrinkles on my face and neck. I am 75. It has been 3 weeks and there is NO change. I have not contacted the business because when I read the BBB reviews, others only got their disputes addressed by going through BBB.

  Business response

  05/17/2024

  Hello Eba,

  Please note that, as stated on your signed consent forms, it takes up to six months to see the full results from your Thermage treatment. While you may start noticing a tightening effect at three weeks, we ask that you wait the full six months for full results. If after six months, you are not happy with the results, we will ask you to provide photographs for review. Please reach out to us at **************************************************** if you are still not happy with your results after the allotted time.
  

  Customer response

  05/17/2024

   
  Complaint: 21721747
  
  I am rejecting this response because:

  I want a copy of the contract I signed. I also had my lips injected and they are lopsided. I want to be sure there's nothing in the contracts that limit the time in which to file a claim

  
  Sincerely,
  
  Eba Laye

  Business response

  05/22/2024

  Hello Eba,

   

  We will be happy to send you your consent forms and the disclaimers that you signed. Please email us at ***************************************

   

  Provide the following details so we can request your documents'

  Ship Name
  

  Sail Date

  Cabin Number

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was on Royal Caribbean Icon of the Seas sailing 03/09 - 03/16 booking ID: *******. I was charged for four spa experiences for Reagann ***** on 03/10 Transaction ID #********, #********, #********, and #********. #******** was the prepaid manicure which was refunded, tne #******** was the additional gratuity. The #******** was initially charged without the spa attendant realizing the manicure was prepaid, so was refunded, resulting in the #******** charge.To summarize, the charge should have either been $63.58, $118.80, and $10.00 with the $189.60 refunded OR the charge should have been the $189.60 with the additional $10 gratuity. However to be charged double is incorrect.

  Business response

  04/10/2024

   

  Hello *****,

  Please see itemized receipts for Reagann *****. We see a charge for Manicure, Pedicure and Acrylic Nails. There is a second charge for Acrylic Nails for $118.80 that appears to be a duplicate. Please e-mail me at ********************************* with your reservation number and the last four digits of the credit card used onboard, so we can arrange a refund for this charge.
  

  If any of your pre-paid credits were not applied for the payment of your services, we're happy to discuss this with Royal Caribbean for you. We will need you to send us your pre-cruise order confirmation and your end of cruise statement for the investigation. We look forward to hearing from your and making the refund arrangements.

   

   

   

  Customer response

  04/15/2024

   
  Complaint: 21488384
  
  I am rejecting this response because: I have already provided the cruise statement twice - it appears that the company is delaying the resolution of this matter by asking for redundant information.

  *****, 
  
  
  Here is the requested information. I have attached a copy of the cruise statement that has been previously provided twice for your review. My reservation number for the cruise was *******. The last four numbers of my credit card are 1000. Thank you for your attention in resolving this matter. 
  
  
  Sincerely,
  *****************
  

  Business response

  05/06/2024

  *******, your refund in the amount of $118.80, was posted to your account on 5/3/2024. Please allow 3 business days for this refund to show on your statement.

  Customer response

  05/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the Carnival Dream, from 3/23-3/31 out of *********, **, I was presented with the Thermal Suite purchase on sail date. The next day, after trying the service, I wasnt satisfied with the service. It offers a hot tub and some steam rooms. When my wife and I took the tour, we were told the service was $317. Turned out it was $377. I wrote my name on the paper for my wife and I to use the service. When we werent satisfied I asked to cancel the service, we were told there were no refunds. Its in writing on a signup sheet form, but Carnivals website on the spa service says if youre not satisfied with the service, youre able to get a different service or a refund. I wasnt even asking for the full refund at first, just the prorated amount. After the manager rudely told me they dont do any refunds, I spoke to carnival guest services. They called and spoke to the manager and said they couldnt do anything. Again, their website for spa services says refund. Im not satisfied with the service, especially for almost $400. I used it for about ********************************************************************************************************* a service. This wasnt a massage, or facial etc. They hand you a keycard and let you use a couple rooms, which were full today.

  Business response

  03/25/2024

   

   

  Hello ******,

  Thank you for your correspondence. We're sorry to learn that you are not satisfied with the Thermal Suite and as a result requested to cancel your membership after one day of use. This is a very popular service, and spots are very limited, are you able to let us know if there was an issue with the Thermal Suite, or was the issue due to the pricing discrepancy?
  

  In looking at your sailing date 3/23 - 3/31, can you confirm if you are still on **********, if so, we can arrange for the Thermal Suite charge to be removed from your room charges.
  

  Customer response

  03/25/2024

   
  Complaint: 21480624
  
  I am rejecting this response because: 

  I was disappointed in both the service and the price discrepancy. I am currently on the cruise and yes, would prefer a refund to my room charges  

  
  Sincerely,
  
  *****************************

  Customer response

  03/29/2024

  The business responded to my complaint. They offered to refund my money which I wanted. She asked me some questions that I wanted to respond to. So I dont mean to reject their offer, its what I wanted but thought I had to reject their offer to respond to the questions. I accept the offer to refund to my room. 
  

  With that being said, they did refund the money to my room account like offered on Monday 25th. However, they charged my room again for the total $377 yesterday afternoon. 

  Business response

  04/08/2024

   

   

  Hello ******,

  Please see the attached spa receipts which show that the $377.00 charge was fully refunded in the spa. You should see this refund on your final Sail & Sign Statement. If for any reason you do not, please send me a copy of your final statement and we can investigate with Carnival Cruise Lines. You can always reach out to us at **************************************************** or by phone at ************** if you have any questions about your service or your refund.
  

  Business response

  04/08/2024

   

   

  Hello ******,

  Please see the attached spa receipts which show that the $377.00 charge was fully refunded in the spa. You should see this refund on your final Sail & Sign Statement. If for any reason you do not, please send me a copy of your final statement and we can investigate with Carnival Cruise Lines. You can always reach out to us at **************************************************** or by phone at ************** if you have any questions about your service or your refund.
  

  Customer response

  04/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did receive my refund while on ship, and I apologize this stayed open so long. I didnt know how to end it. I was charged a second time in the amount of $377 on Thursday the 28th of March, however the manager was more cooperative and instantly issued my refund. Thank you for your assistance. I appreciate the timely responses and quick action to solve my issue. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  During ********** to ****** aboard the Majestic Princess in June 2023 (FOLIO - 5RGDXN) our family enjoyed services at ONESPAWORLD on June 26 and June 30, 2023. However, we were charged for services not requested or received. I have been following up diligently with both Princess ******* Lines and ONESPAWORLD without resolution. On December 13, 2023, I received the following response:RE: Your request (******) The massage charge of $206.74 for receipt ****** is accurate. However, there seem to be two additional charges for massages that shouldn't be there, totaling -$232.58 and -$258.42. These two extra charges need to be refunded. Check out the SMART RECEIPT attached for details. I attached the receipt for reference, Regards, ******************************* ************* Representative I have yet to receive the acknowledged refund owing in the amount of $491 USD despite further follow-**** I would be very grateful for your assistance in resolving this matter. Thank you.**************************************

  Business response

  03/05/2024

  Hello *******,

  Thank you for contacting us, via the Better Business Bureau, regarding the refund for the spa services charged to **********************************. Having reviewed your paperwork it appears that we're waiting for the mailing address, so we can mail out the refund check.
  

  Customer response

  03/05/2024

  Thanks to your efforts, I have received an email response from ONESPAWORLD this morning.   Amazing, given that it has been months of emails with them with no resolution.  It sounds like they will issue me a refund.  I will advise when I receive it.

  I value your service.

  *******

  Customer response

  03/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **************************************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/27 I attempted to get a wax from one world spa on princess ******** I was left with ********** face and other more sensitive areas. I was bleeding and the skin was ripped off me. Additionally a staff member opened the door mid wax and exposed my naked body to other passengers. Beware of using spa services. Very dangerous and unprofessional.

  Business response

  02/06/2024

  Hello,

  As Ms. ******* is requesting $15,000.00 in compensation for injuries, pain and suffering following her waxing appointment, this claim is being handled by our legal team. They are conducting an investigation into the incident, and gathering all of the evidence and incident reports, so they can provide an accurate and timely resolution.
  

  Ms. *******, please note that your concerns are being investigated and our *************** Team will be in touch regarding the resolution.
  

  If you have any additional information, you can reach out to them directly at *****************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩