ComplaintsforEaglewood Resort and Spa

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/8/23 I arrived for a *********** that I booked online using a QR code received on the Spa flyer. Upon checking in I learned that there was no appointment, the website doesnt work. I had kept the confirmation on my phone, I understand that things happen. What really upset me was the lack of care and the quickness to get rid of me. I drove a long way for that appointment and was more upset about the disrespect and feeling worthless to them. I waited a day to see if the spa manager would contact me and nothing. Really making me feel like my business is not important to them. I wanted to document this so it doesnt happen to anyone else.

  Business response

  10/23/2023

  Dear Sir/*****
  
  Ensuring guest satisfaction through outstanding customer service is our top priority,and our spa staff is dedicated to exceeding guest expectations daily.
  
  On Sunday, October 8th, when ********************* arrived at the spa and found her service wasn't reserved, our spa associate expressed apologies and confusion about the scheduling issue, as this situation is unusual for us. **************** mentioned booking her service online. After reviewing the schedule, our spa associate confirmed that no spa service was reserved in her name and apologized sincerely.They regretfully informed **************** that all massage slots were fully booked.***************** expressed their desire to accommodate her if a time slot became available and inquired if she'd like to reschedule. However, **************** declined, and ***************** apologized once more, suggesting that future reservations be made directly by calling for personalized assistance.
  
  Approximately ***** minutes later, our empathetic spa associate reached out to **************** by phone, expressing concern and offering any possible remedy. **************** declined and thanked ***************** for their thoughtful gesture.
  
  Throughout the encounter, our spa associate treated **************** with kindness, respect, and compassion, repeatedly apologizing and proposing solutions. **************** declined but acknowledged and appreciated the spa associate's efforts.
  
  The spa manager attempted to contact **************** by phone, leaving a voicemail addressing her concerns and inviting her to reach out for further discussion.Unfortunately, **************** did not respond.
  
  Our online reservation system typically functions flawlessly, with very rare issues. The only previous instance where a reservation failed to go through was due to non-payment as required. The service is not confirmed till payment is made.We suspect this may have been the case with ******************** reservation.
  
  We believe that **************** was treated with compassion and respect, given the opportunity to reschedule, and offered personalized service by booking directly with a spa associate. She is still welcome to call and receive priority treatment, with our Spa Manager personally handling her reservation.
  
  Regards
  
  ***************************, General Manager
  Eaglewood Resort & Spa | *****************************************************
  D: ************ | M: ************ | eaglewoodresort.com
  ***************************************

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I arrived at Eaglewood Spa& Resort 09/23/22 for my 51st class reunion. 9/24/22 while seated on bed I got a itching bite to my right earlobe, then left forearm. I went to banquet room for reunion. I woke the next day with 27 severely itching bites to neck,ear,face, upper arm, upper chest (areas not covered by night wear). My husband also got a few bites. The bites I sustained itched like no tomorrow, swelled and weeped. On checking out I told the man that there was some sort of bug in bed because like mosquitoes or something cause we got bit and I didnt want anyone else to have that discomfort. He said ok. Monday I called back and talked to same man (**********************). I told him on Im pretty sure they had bed bugs. He said would check and call back. Mean while I bagged suitcases and took precautions. I called for ******************* 09/30/22, but he was unavailable that day. I never got a return call. I made a call to corporate 10/3/22 (*****************************) left a message. As of today 10/4/22 **** no return calls. I disputed my charge bill of $286.38 (for 2spent nights).

  Business response

  10/12/2022

  **************

   

  I am the ** of the Eaglewood Resort and Spa. I received an email from the Better Business Bureau with the letter you sent them. I was sorry to hear about the bites you had on various parts of your body and hope that you have recovered from the experience. Im also sorry to hear that we did not get back to you as quickly as we should have. However as the report attached, and first sent to you last week, indicates there was no pest activity found in the room you occupied neither bedbugs, fleas or anything else. We have a professional company check for any pests so that you can be assured the check is done thoroughly. They also routinely spray the room after doing a check.

   

  Although the bites would not have been from our property I am refunding one night of your accommodation in recognition we should have responded quicker.

   

  Again I hope you have recovered and are feeling better.

   

  Sincerely

   

  *************************

  General Manager

  Eaglewood Resort and Spa

  Customer response

  10/13/2022

   
  Complaint: 18166444
  
  I am rejecting this response because: Their denial of the situation and procrastination of process/complaint. I feel a full refund is in order. Further information and photos can be given if needed.
  
  Sincerely,
  
  *****************

  Business response

  10/28/2022

  ************** contacted you again about her bites. She had recontacted with me already and I had sent a reply which is below. There is no evidence that she received the bites in our room. I gave her a one night refund because she did not feel we responded quickly enough to her which I believe is more than fair compensation. I consider this case closed.

  Please do not contact me about it again.

   

  Regards

   

  *************************

   

  General Manager

  Customer response

  11/03/2022

   
  Complaint: 18166444
  
  I am rejecting this response because:
  Although I do appreciate the refund is 1 night of my 1 night accommodation, I dont feel that is justified. The discomfort, decontamination of our belongings and lack of communication warrants a FULL refund of our stay.

  I received 27 severely itching, swelling and weeping tracked bites to my right ear lobe, right chin,upper arms, and upper chest (areas not covered by my nightwear). My husband also sustained bites. We received the bites while on the bed in room 707, Sat. Sept. 24- Sun. Sept.25, At Eaglewood Spa and Resort. We were there to celebrate my 51st class reunion and my time spent was only spent indoors at this resort. Also noted on Eaglewoods website 2 wks prior to my stay there was another complaint of insect bites to a female and infant (see attachment).

  I feel an appropriate and fair practice would be a refund of my complete stay. ($286.38).

  Sincerely,

  ****************************

  P.S. I have additional pictures of bites - if needed. Thank you for your time in looking into this matter.

   

   

   

   

   

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

• Initial Complaint

  07/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a spa appointment at Eagle Wood Resort and Spa that I needed to cancel due to an emergency in which my pet almost died. I had called them to cancel but they have a 24 hour cancellation policy. I explained the emergency to the ********* that it was a serious emergency in which I needed to rush my pet to the hospital. They still charged me and I never authorized them to do so. They also charged 2 of my credit cards with NO authorization. I even spoke to the Resort manager. The ********* wanted to ****** me out of the spa because I was upset at the situation. They said they understood but still had to charge me because of the policy. I was charged $150 on 2 seperate charge cards with NO authorization. They had 1 card on file for the appointment but not the other card. I find it to be fraud because there was no authorization from me. I never went to the appointment and left a message the evening before to cancel. There should have been an exception due to my situation.

  Customer response

  08/10/2022

   
  Complaint: 17647520
  
  I am rejecting this response because:
  
  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. ↩