Healing Waters Resort and Spa Reviews (%countItem)
Healing Waters Resort and Spa Rating
Address: PO Box 37, Pagosa Springs, Colorado, United States, 81147-0037
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I made an appointment for a massage here and NOT ONCE was told about the cancellation policy, nor did I sign anything. I did give my CC to hold the appointment. When I called to try to reschedule my appointment b/c I was coming back late from a hike in the mountains, my call dropped. When I was able to call back, 15 min into my scheduled appointment time, the male who answered the phone told me they had ALREADY charged my credit card for half of the massage and was SEVERELY unwilling to work with me to reschedule or get me in for the remainder of my appointment time. When speaking with the manager Kim the next day, equally vicious- lied and claimed she did tell me about the cancellation policy, said I hung up on them and was in her right to authorize my card. In the end, Kim hung up on me! Good business?! I think not!
July 27, 2018
RE: ID
To whom it may concern:
We have received the complaint, ID, and disagree with the assessment of the situation.
Both the gentleman that spoke with the customer on the day of the appointment and the supervisor that spoke with her on the next day, were calm and tried to speak to the customer rationally. The client booked the appointment on the day of the appointment and was told about needing the credit card number to guarantee the reservation. We have a 4-hour cancellation policy and she booked the appointment within that time. Our cancellation policy is
4-HOUR CANCELLATION POLICY.We require a valid credit card number to reserve your appointment. No-shows will be charged to the credit for the full amount of the service. If you cancel within the 4 hours, your credit c ard will be charged a cancellation fee of half of the treatment amount. If you reschedule within the 4 hours, you will be charged a $5 rescheduling fee.
When she called and spoke with the gentleman, she told him that she would like rebook her appointment. The call was dropped, or she hung up. He tried to call her back three different times to rebook the appointment and she never answered the call. If we had heard from her by the end of the day and been able to rebook the massage, she would not have been charged. She called the next day and spoke with the supervisor. During this conversation, the customer kept yelling at her kids or someone that was on the other end of the line. The customer all yelled at the supervisor during this conversation.
We have always had a cancellation policy, like most other places that also have a cancellation policy. Technically, she was a no show because she did cancel before or within the 4 hour window, and should have been charged the full amount of the service. However, she was just charged the amount we had to pay the massage therapist, who arrived on time and ready to provide the service to this client.
Thank you,
Angelique SHealing Waters Resort & Spa