ComplaintsforSoJo Spa Club

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited last year and I found the whole experience a little downmarket. I was told I had 10 mins to get out prior to cleaning, so I used the sauna for 5. I got out to find my robe had been removed, containing belongings not necessarily valuable but there also was no need to remove my robe. When I asked where it had gone I was met with smirking and rudeness. Essentially blaming other guests by staying they never remove a robe without checking it first, but the smirking and defensiveness makes me believe this is untrue. Really unnecessary to behave in this way. Why not ask me what was missing, refund the low value, and then Id feel differently about the spa.

  Business response

  04/22/2024

  Dear *****,
  We apologize for any inconveniences you may have encountered when you visited with us last year, however, our team only removes robes and towels that are left behind by guests at the end of the evening after we have closed. They will go the extra mile to check pockets prior to sending items to the laundry so in case a guest does leave something behind, we are able to log it through the appropriate channels for our Lost & Found system. As almost a year has passed since your visit with us, we are unable to substantiate your claim for any missing items, but are confident in our team members ability to provide the appropriate assistance in a guest's time of need.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a spa treatment on 2/8/24 for the next day which wouldve been 2/9/24 at 10am. My 12 year old son had an emergency medical at 2am 2/9/24 in which I had to rush him to the emergency room. We was in the hospital all day in which he had to get minor surgery. I called SoJo spa at 9am to inform them I wouldnt be able to make my scheduled 10am spa day due to unforseen circumstances. I spoke to a young lady by the name of **** who was very rude, obnoxious, and very unprofessional. I explained the situation to her in hopes of being able to get a courtesy pass of not being charged a cancellation fee. I was told she wouldnt be able to do that, and this is why that fee is in place because of people like me. Its always the kid or something else and want not to be charged the cancellation fee. I asked to speak with her manager she told me she didnt have one in the building, and then placed me on hold without noticed. Someone else picked the phone up, I asked if they were the manger I was told I got transferred to the front desk. I explained my situation, I was told I had to be transferred to the reservation team in whom I initially was on the phone with. I was spoken to without respect as a loyal paying frequent customer. Her tone and words was highly unethical, disturbing, and shown poor customer service. I was transferred once again to the reservation team, I spoke with a young lady named ******** in whom now was the assistant manger, she also told me she wouldnt be able to void the cancellation fee. She told me she can charge me a $50 fee instead of the $107 fee, and when I come back into the establishment to use their facilities they would then refund me the $50. I explained to her after I was spoken to the way I was and disregarded with the first young lady I wasnt sure if I wanted to return to their establishment anymore. I was told thats the only way to receive a refund. I felt I didnt get any resolution while being disrespected, berated belittled

  Business response

  02/26/2024

  Dear **************,
  
  
  This response to follow up from the email and voicemail we previously left for you.  We were calling to discuss your request for a refund from the $50 rescheduling fee from your spa treatment appointment on February 8th.  We understand there were some extenuating circumstances and that initially, the team did decrease the charge from a cancellation fee to the rescheduling fee since it was a lesser amount, with the note that it would be refunded upon your next visit with us.  As noted in the call you had with our team, you had agreed to this charge. 
  
  However, at this time, I would like to refund the $50 fee that was charged to your card as a gesture of goodwill as providing our guests with exceptional service is something we take seriously.  I will send this over to our accounting department today and once the refund is processed, please allow up to 7 business days to see the funds added back into our account, depending on your card's processing time.
  

  Warmest Regards, 

  ******

  
  

  Customer response

  02/26/2024

  
  Complaint: 21270025
  
  I am rejecting this response because:
  
  Although I will be receiving a refund, I have not received an apology from ************* due to the unprofessionalism from their customer service team. This shows mismanagement from the supervisors that leads the team. Although I have a gifted massage treatment from ******** I will not be using it, or returning to this establishment due to the lack of respect that was received as well as accountability from staff. 
  
  Regards,
  
  *********************

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I went to ******** for my third time ever on Friday, June 30, 2023. I had 3 parties in my Reservation and we were all booked for a massage and had complimentary of two Hours to *** the facility. I have to say this service costs almost $300 pp and I was so disgusted with how dirty some of the baths were. It wasnt just 1 but it was quite a few different baths that were dirty and I was really surprised because I was there recently before this past time and everything was great and clean! The other two parties I was with was just as much disgusted so we decided to just wait for our massage appt and hurried to get out of there. Im really disappointed because I keep coming back because the service is great but this time it really bothered me because it shouldnt be that way especially with how much money is spent for a relaxing day. I also dont think the complimentary two hours is enough because it doesnt allow someone to sit and have a lunch. You feel rushed because youre on a time limit. Whole Im not asking for a refund but Id like myself and my two other guests I brought with me to be replaced with an admissions for the day. We didnt get to enjoy the spa amenities because of how dirty the place was. What also bothers me is that I contacted them via social media and thier web site but of course they did not respond. I could have said something when I was checking out but there were several people behind me waiting to check out and out of respect to the business I did not want to create a scene.

  Business response

  07/07/2023

  Please note that we pride ourselves on the cleanliness of our facility and go to great lengths to keep it above industry standards.  In addition to stringent cleaning procedures that include a housekeeping team that works throughout the facility during and after operating hours, using products recommended by the **** we also have state of the art filtration systems for all of our pools and baths alongside a HEPA filtered air supply.  While there is always the chance of some debris entering the outdoor areas due to them being outside and surrounded by trees and bushes, our team works around the clock to keep all areas clean and sanitized.
  
  Our daily admission pass is not included with our services however, we do alot a 50% discount on admission if the service you book totals $215 or more, that way you have all day admission access.
  
  We will be sure to share your feedback with our management team and appreciate the opportunity to address your concerns. We would like to send you 2 $10 off coupons for the inconvenience.  Please let us know the best address to send them to and we will get the coupons out to you as soon as possible.

  Customer response

  07/08/2023

  
  Complaint: 20272643
  
  I am rejecting this response because: 

  I think its an insult to offer me 2-$10 coupons. I came with 3 females! We spent over $600 in total and the business wants to offer me $20!? What an insult that is! Sojo should be able to compensate me for the inconvenience for more than $20. This truly is an insult and if sojo cannot correct this I certainly intend to post about my experience all over social media and ensure people are aware. 
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/28/2022 Celebrating my fiancee birthday on the date above we decided to go to Sojo Spa Club and being fairly new and being introduced to such a establishment. It all went wrong being followed and harassed throughout the establishment. I played a joke on my fiancee and than she pulled a joke on me within minutes a staff member asks for us to leave the area so we proceeded the shower areas the staff member says it's only for the time being and that we were reassured to comeback another time. I noticed when i was in the shower area a staff member standing around observing me paid it no mind. I head over to locker room to get dressed the man follows me. I head out a wrong exit accidentally and the man guides me out another direction. My fiancee was already waiting outside for me and she needed assistance putting on her waist trainer the man gets closer and begins to invade our space as i strap on her waist trainer due to previous surgery. The whole time the staff member gets on his radio and i couldn't make out the words but now have grown to be disturbed and annoyed ruining my whole experience and there was no need for the staff member to be put on me as if I posed a threat or something. He walked us all the way to the elevator and than there were two more staff members downstairs waiting by the checkout area. Followed us outside to tell us we were no longer wanted at there establishment to not comeback. I asked the staff member "how come we was just asked to leave for the day and now you come and say we are being banned?." I felt the hostility and not being welcomed somewhere i just paid a ton of money to result in such a horrible experience at the end of it all.

  Business response

  03/31/2022

  Dear ******************, 
  
  While we appreciate all guest feedback, unfortunately, your claim is unsubstantiated.  On the evening of March 28, you and your female guest were observed breaking multiple rules including excessive public displays of affection, lewd behavior and indecent exposure. The "joke" you reference in your complaint can only be when you removed your swimsuit in the presence of other guests, and proceeded to "swim" in our outdoor, public bath.  Your guest, then took your swimsuit and tried to run away with it.  Upon witnessing this behavior, our team immediately stepped in and asked you both to leave.  We do not tolerate such lewd behavior at SoJo Spa Club.  It is our protocol that after we ask someone to leave, our safety team escorts them out of the building.  Our team member escorted you to your locker to gather your things and upon leaving the building, you were informed that neither you or your guest will be welcomed back to our facility.  We do apologize that your night did not go the way you expected, however, we stand by our practices.  
  
  
  Sincerely, 
  

  Ashley Jayco

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