Complaints

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I stayed at *** resort August 7 through August 10 of 2024. I wrote to the facility for the first time on August 11th, and followed up August 14th when I did not receive a response. As of today, August 26th, the facility has not responded to **** am requesting a partial refund for my stay. I purchased a package that was to include items such as yoga classes and juices. Neither of these services were available August 7, 8, and 9. There was 'self-guided' yoga, which I do not think counts as a class! In addition, the resort was not able to provide reliable Wi-fi, though it markets that it has it. There were many features that were out of order, such as the hot tub, and multiple pieces of equipment in the gym. The people at the front desk lied about them being fixed rather than just being honest that there was no plan to fix. The facility promotes outdoor walking paths, but fails to mention that the door to access these paths is exit only, and there is no simple way to get back into the building. The facility failed to provide basic amenities such as conditioner. I was told to 'go to *******' to buy conditioner. Despite letting them know I had a food allergy, I was still served a salad with nuts on it. The solution was to take it back to the kitchen and "remove" the nuts, which fortunately they didn't do completely so I was able to see that nuts were still present.Overall, the package I purchased promised items that were not offered. The hotel promised services and amenities that were not available. I am requesting a partial refund. Thank you.

  Customer response

  09/21/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Yo1 Health Resort regarding complaint ID ********.
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  10/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I purchased "Restoration Package" from Yo1. My son had given me a gift certificate for $1000.00 last Christmas. On 10/05/23 I called Yo1 to inquire about their offerings. I decided on a Restorative Package( for 10/07/23 check in at 3pm, till check out 11am 10/09/23, and tried to book it at that time. But I needed to get the gift certificate number. But before I hung up the reservationist looked up the cost of the package for the dates I was seeking. I was quoted the price of $1326.00. So with my $1000.00 gift certificate I would just have to pay the difference of $326.00. The Reservationist said "Look up the number of the gift certificate and call back. On 10/04 I provided gift certificate number for the chosen dates. Reservationist quoted $1326.00. I said "Yes that's what the reservationist last night quoted." Reservationist said she would email the information. I never received any receipt. She just sent the itinerary on 10/06. I figured I'd get an email of the price receipt eventually. When I CHECKED IN I was only given a paper copy of my itinerary (foolishly I didn't ask to see my receipt) At CHECKOUT I asked for my receipt. And the desk person (the same one I booked with) said that their printer was not working and they would email me the receipt. (which they still never did). When I checked my credit card- Yo1 spa has charged $1877.99. I put the charge in dispute. I called Yo1 and they did say they are giving me the credit or the $1000.00 gift certificate. But said the extra $551.00 was because my check out date Monday was a holiday.I had asked while booking what the difference in price would be if I took a Thursday, Friday, Saturday instead: 10/05/23, 10/06/23 with checkout on 10/07/23. Reservationist said it would be the same price as Thursday is the same as a Monday in price. This suggests to me that she could have pointed out that Monday 10/09 would be considered a holiday. And therefore a larger price. She did not indicate any such thing.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My friends and I had booked an event at this supposedly luxurious hotel, only to have it canceled within 20 minutes due to unforeseen circumstances. Little did we know, that was just the beginning of our ordeal.When we tried to cancel our booking, the hotel staff showed their true colors. Not only did they refuse to cancel our reservation, but they also had the audacity to charge us an outrageous $5,255.88 for a booking that barely lasted 20 minutes! It's as if they're running some sort of scam, preying on innocent people who are simply trying to enjoy their time.When I reached out to them via email, they conveniently omitted any names from their responses, making it impossible to hold anyone accountable for their actions. It's as if they're hiding behind a facade of anonymity to avoid facing the consequences of their shady practices. Every time I tried to discuss the issue over the phone, they seemed to have a knack for abruptly hanging up on me. Is this how a reputable establishment conducts business? I think not. Their staff's behavior was not only unprofessional but incredibly rude and disrespectful. It's clear that customer service is the last thing on their minds.At this point, it's evident that Y01 Hotel has some serious ethical and operational issues. Their refusal to cancel our booking, the exorbitant charges, the lack of transparency, and the downright despicable behavior of their staff all point to a hotel that's more interested in scamming people than providing a genuine hospitality experience. I believe the Better Business Bureau should seriously consider investigating this establishment for fraud. I have all the email correspondence to prove my claims, and I'm more than willing to share them with any investigative body that aims to put an end to Y01 Hotel's fraudulent practices.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a gift card for $987.00 on the companies website . I went to the facility and it was not operational (pool, sauna, hot tubs, nothing working). They told us to come back at another date. When we returned they told me that the gift card was for $630. I showed proof of purchase and they said that there was nothing they could do. I feel this place is luring people up to there facility knowing that it is typically functioning at %50 and take peoples money. Like how do you take advantage of people like this.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This health resort is at a very low quality right now. From what I read they are in a foreclosure process. We booked 2 rooms and got there to find an empty resort. There are no customers, barely no employees, the pools are not heated, the jacuzzi not working. All the stores and amenities are not working, the coffee place is not open during the week and so on. When we told the manager that we came to sit in the heated pool or jacuzzi and thats should be part of a wellness place, she said that its written on the website that the jacuzzi is not operational. I checked every page on the website and coudlnt find... she showed me on the Q&A page (!!!) question number 43 or something like that.... thats how they are "hiding" this important fact. Apperanetly from reading people reviews I see that the two jacuzzi are not working for about 8 months.... and the pool - they just dont want to waste money to heat it. But no one can go into a cold pool in ** winter.The place is not being maintained because of short staffing. Its very dirty. Our room had a leak in the bathroom ceiling and lots of mold leftover. I showed the manager the picture and she offered us a free tea as compensation (!!)They target people on social media all the time. I see many of their ads and their prices are high to higher than what they were in the past years so there is no discount in booking but customers get 30% of the amenities without being informed. Their website shows a salon, cafe, pools and jacuzzi.... but you dont actually get that. The game room is missing items, the restaurant doesnt have music (manager said the speakers dont work), and so on. If they are going on a foreclosure then they should just close the place and not let people come to celebrate events and be disappointed from the terrible quality. Of course I emailed them when we came back to all the emails they have on their website, including marketing and reservation, and they didnt even replied to my two emails....

  Customer response

  02/19/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Yo1 Health Resort regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were scheduled to stay at the Yo1 resort 5/5/22-5/8/22. They charged my credit card $1,695 two times, a total of $3,390 on 4/29. When I called to ask why the double charge they could never answer and often told me to call back. When we arrived, we were told we couldn't come on the premises because of our baby. We had verified before coming but apparently their policy had changed. We decided my husband would stay for the retreat and I would leave, but when I dropped him off I went to the desk to ask about the double charge in person. They said it should be refunded soon, and we would now get an additional refund as I would not be staying so my portion of the fee would be returned since it was a single room now. Upon picking up my husband, I let them know I still hadn't been refunded. I went up to my husband's room to help him pack and gather his things, after having a spa service. The manager followed us and told us we would now have to pay a $250 fee for me being on the premise (even though I had just paid over $300 for a spa service which allowed for me to be on premise). I went to talk to the desk and the owner and was told to wait. They then retreated to a back office for over an hour and refused to come out so I left.After returning home, I sent an email asking when I would receive the remaining funds due to me (per the receipt they provided) and they didn't respond. I finally received the refund for the double charge (so $1,695) and followed up again. I was told on May 18th via ******************************* that they were going to refund me the full $412 due back to me. I've followed up 3 times since as I've never received the refund and each email has gone unanswered.

  Customer response

  08/11/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Yo1 Health Resort has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

*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. ↩