Asha Urban Baths

I am rejecting this response because I do not believe it to be fair that other patrons who were just as social as my friends and I, and were given a refundThe arrangement in this facility is highly flawedI shouldn't have had to pay for the way that I was treated [redacted] , the employee made me, my friends, and other women feel highly uncomfortableThe owner's response is unacceptable! She, like [redacted] , continues to group us all together as one groupI honestly believe that had we not all been of the same ethnicity, this wouldn't have happenedDiscrimination and mistreatment is wrongRather than apologize for her employee's behavior and hear us out, she is unjustly taking up for herI don't believe that [redacted] has any intention of truly listening to what we have to say

This group of women were visiting our spa and signed an agreement upon entering (as does everyone) to follow a specific etiquette which includes speaking softlyWe received multiple complaints from other customers and several customers left (whom we refunded due to the inconvenience)
because this group was being pretty loudThey were having a good time and this is something we understand and typically address with a gentle reminder to please speak a little softerWhen my employee made a request to two groups simultaneously who were all in our indoor soaking pool to speak more quietly, her efforts were futileShe asked again and I later learned that both groups happened to be black and my staff was accused of treating them differently due to the color of their skin.At this point, they had already thoroughly enjoyed themselves for about minutes and a typical stay at our establishment is between 1-hours. Although the agreement they signed states that if anyone is unable to follow the agreed upon etiquette, they will unfortunately be asked to leave, we did not ask them to leave. They apparently were uncomfortable at having been asked to be quiet and they quickly assumed it was a racial issue and I can assure you that it was absolutely not. Because we chose to refund several other clients due to this group's noise level and because this group did enjoy themselves for an average stay amount and we never asked them to leave, I did not offer to refund their money.Despite the fact that they IMMEDIATELY took to *** and other social media sites claiming we were racist and disgusting, I sent a heartfelt apology email assuring them that this was not an issue of race but simply a requirement for us to be able to offer the environment we promise all guestsI offered to have them back as my guests, and they responded extremely hatefully. Although I was not present, I spoke at length to my employee who was quite shaken as well as inquired with a few other clients who were present to compare my staffs claimsThe stories were all similar.I have no intention of refunding their money at this time and truly believe their anger is misplaced.An exact copy of my initial apology email and our etiquette agreement are attached. Thank you,

I am rejecting this response because I do not believe it to be fair that other patrons who were just as social as my friends and I, and were given a refund. The arrangement in this facility is highly flawed. I shouldn't have had to pay for the way that I was treated. [redacted], the employee made me, my friends, and other women feel highly uncomfortable. The owner's response is unacceptable! She, like [redacted], continues to group us all together as one group. I honestly believe that had we not all been of the same ethnicity, this wouldn't have happened. Discrimination and mistreatment is wrong. Rather than apologize for her employee's behavior and hear us out, she is unjustly taking up for her. I don't believe that [redacted] has any intention of truly listening to what we have to say.