Gastnutzer
6. Oktober 2024
My husband and I went to Chateau Merrimac for a spa getaway belated birthday celebration that we had booked 6 weeks earlier in July, an 80 minute couples massage. The hotel is beautiful and charming with comfortable beds and big rooms. The staff there are friendly and personable, getting to know all of the customers well and very attentive. There is a heated pool and hot tub in a separate solarium building, where the Spa is. The on-site restaurant is delicious, although the prices are high for the portion sizes. The drinks are fabulous! We were having a great time until we went for our massage appointments at the spa. When we got there, we learned there was an electrical problem, so there was no A/C and the sauna/steam room were not working. We figured we would still have our massages, even if it was hot because that was the entire reason we picked that hotel and attached spa. Then we find out that there is only 1 massage therapist, Paula, and they had us down for 50 minute massages. We were frustrated as they explained that the hotel had come under new management and there was a miscommunication from the 6 weeks ago, which would have been understandable if we had not called that Thursday, 2 days before to confirm the massages. To skip a lot of logistics, Kim the manager went above and beyond to make it up to us, including offering us free massages a few weekends later, so we returned, very appreciative and grateful of their wonderful customer service. When I went for my massage, Paula snapped at me, telling me that I was late. I explained I was actually early, and showed her the e-mail from Kim confirming the time of my husband’s 80 minute massage, with a 30 minute break before mine. Paula immediately states “well I don’t need a half hour break, your massage was at 2.” I pointed out this must have been a Third miscommunication on their part. We went ahead with the massage and it was good, although the cigarette smoke on her clothes from her smoke break when I arrived wasn’t the best. At the end, I checked the time after getting dressed and noticed it was exactly an hour since I put my phone away while getting into the robe, meaning the massage itself was less than 60 minutes. When I walked out and asked Paula about it, as my massage was scheduled for 80 minutes, she told me to “take it up with management”. Even though this was supposed to be the weekend to make up for the last trip. Nowhere is perfect, and managers and other staff all went above and beyond for us, and we were appreciative of everything else they did. It seems to me that the Spa is trying hard not to be disappointing but falling short. If we needed to stay in a hotel in that area, we would certainly stay there again for all the reasons I stated before, and all the other wonderful staff and amenities. We’ll look elsewhere for the massages.
Übersetzen