ComplaintsforLakeway Resort and Spa

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Lakeway Resort Spa for providing misleading information about their services and for their subsequent lack of appropriate customer service response.Details of the Incident:1. Date of Service: 9/16/2023 2. Service Availed: We opted for the 'Couple's Retreat' package. Issues Faced:1. **Mediocre ****************** The massage, which was a primary component of the package, was poorly executed and lacked the expected level of professionalism. 2. **Dysfunctional Facilities:** The steam room, an advertised feature of the couple's suite, was non-operational, providing cold water with no steam. Additionally, the sauna in the men's room was not pre-heated, causing a 30-minute wait time. 3. **Misleading Inclusions:** The package promised champagne. However, it was restricted to a single glass per person, which was not made clear at the time of booking.4. **Lack of Professionalism:** Upon raising these concerns on-site, the spa manager did not offer an apology or a resolution. Instead, her demeanor suggested a lack of care and acknowledgement of our dissatisfaction.**Post-incident Follow-up:**We later received a call from the spa offering a 30% discount on a future visit as "compensation." This gesture, rather than addressing our concerns, seemed to be another sales tactic. We found this response to be inadequate and declined their offer.In light of the above, we feel that Lakeway Resort Spa misrepresented the quality and inclusions of their service. We believe it is essential for potential customers to be aware of our experience, and for the business to be held accountable for its misleading practices.We look forward to your intervention and hope that such incidents can be prevented for future patrons.Sincerely,********

  Business response

  09/19/2023

  Thank you for bringing this to the attention of the BBB and we appreciate your feedback in regard to your past experience with Lakeway. Every opportunity that was outlined has been addressed with the entire team of the Spa to ensure all future guests have an incredible experience. We have also reviewed the package details with our website company and digital team to ensure accuracy is correct. Thank you again for providing your feedback and have a remarkable day! 

  Customer response

  09/19/2023

  Complaint: 20616625
  
  Thank you for your response. While I appreciate your acknowledgment and your commitment to addressing the concerns raised, it is paramount for me to emphasize that my complaint was not just about future improvements or website accuracy. It was about the tangible subpar service my partner and I personally experienced, which significantly under-delivered compared to the price paid and the expectations set.
  I acknowledge and commend the steps you are taking to prevent such instances for future guests. However, that does not rectify the situation for us. We availed of a service based on its described value and left feeling deceived and unsatisfied. Addressing issues for future guests does not provide restitution for our personal experience.
  In light of this, I would like to request appropriate compensation or a refund for the services we received. It would be a tangible acknowledgment of our unfortunate experience and a gesture showing genuine commitment to customer satisfaction, not just future improvements.
  I hope we can come to a resolution that acknowledges our experience and ensures future guests do not face similar disappointments.
  Thank you for your attention to this matter.
  
  
  
  Regards,
  
  Dor Bass

• Initial Complaint

  03/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Lakeway Resort and Spa offered a military discount on their services on rooms. When we placed our order it would not allow us to apply the discount online. We booked the hotel and when we asked about military discount were promptly told no and they would wave the resort fees we had paid, despite the online site stating that you would not be charged resort fees.

  Business response

  03/29/2022

  We do offer a government rate but this special offer must be selected at the time the original reservation is being made. It is not a percentage off but rather a set rate, that applies to a select number of rooms and only available on specific days. This particular reservation did not meet the requirements for our government rate and therefore was not eligible for that price. 

*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. ↩