Nakoma Resort & Spa

I am rejecting this response because:The response says they were not aware until this complaint that we had not received our promised certificates, however, we called [redacted] two weeks before the complaint and told them that we had not received our gift certificates and we were told that the manager would call us back by 11am that morningNo one ever called back.I booked the fall in love package at the villa and part of that included use of the spa for my husband as wellMy friend who booked the spa package with me and was promised a gift certificate also has not heard anything back from [redacted] - her name is [redacted] I still have not received a gift certificate for myself or my husband, so although the spa manager has left, why have they not just issued the spa certificates since this complaint was filed? It has been two months since our spa visit and they have been aware of the issue and complaint for at least a couple of weeks now.The spa manager told me that they were aware three days prior to our spa day that the heating was not working in the pool and jacuzzi and the sauna, but no one contacted us to let us know in advance so we could choose another optionThey new the facility was not working when we checked in and still had us come in expecting a full spa day

Tel This is the response I sent to [redacted] today This complaint was dealt with back in September 2016, but she did not agree with the outcome, so she emailed her complaint again in February Hello [redacted] ***,I have looked into all the reservations associated with your group Your original reservations made through Expedia with confirmations 3711-dated 2/5/were all cancelled on 2/17/We then set up a group block for you on 2/17/with rooms for dates 9/1/16-9/5/ Of those rooms, your guests booked rooms 9/1, rooms 9/2, rooms 9/3, and rooms 9/ I can send you a list of guests that booked if you need themThe rest of the rooms were released from your block on 8/7/ We also had confirmation # ***, ***, ***, ***, ***, ***, [redacted] that were all booked under your name, with confirmations sent to your email address on 8/10/ These were all cancelled on 8/29/with cancellation confirmations sent to your emailThe only room that was held under your name that was not cancelled was confirmation # [redacted] for 9/1-9/ A confirmation was sent to your email address on 8/10/Another confirmation was sent out on 8/29/Since we sent out two confirmations for this reservation and it was not cancelled, the charges will not be reversedThe room was held for you during a sold out holiday weekend The charges for this room were $The $was for Jean Templin's room that you say is accurate The $was for [redacted] room This room was reserved by you, but was used by [redacted] He never gave us a credit card to charge his room to, so the charges went to the credit card on fileIf you did not intend to pay for this room, you will need to ask your guest, [redacted] about those charges I would be happy to send you a copy of the bill for that room for your records.Please let me know if there is anything else I can do for you.Sincerely,Christy ShryockHospitality ManagerNakoma Resort [redacted] l us why here

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

I am rejecting this response because: Hello,I did not have a chance to reply to this complaint. The issue of all of the misinformation said to me over the phone was not addressed. Various staff told me multiple times that all of my reservations were cancelled and that I would only be charged for one night of the *** reservation. They messed up the reservations by telling me that they were cancelled multiple times on the phone. I should not have been charged for their staff being incompetent Please reopen the case. I did not have time to respond, and was not warned that it would be closed.Thank you,Janine Hunn(415) 407-

No, I was not aware of the gift certificates not being sent until the complaintWe only had persons at that time working at the front desk, myself and the Spa DirectorI know for a fact I did not receive any call or messageSo the call must have been given to the Spa Director, who is no longer with us.At the time of your massages in the Spa you were informed of the equipment not working and that you were going to receive two gift certificatesAs I stated in my original responseI am truly sorry you did not receive your gift certificatesI was not aware of it until the complaint, when the Spa Director resigned we were told everything was up to dateWe have since the original complaint here (Revdex.com) mailed out gift certificates. We also have made several attempts to contact *** *** to remedy the situation and personally apologize and have not been successful

We would first like to apologize to the guest for their the unsatisfactory stay with usIt was a very unfortunate time where everything in the spa stopped working, we have since repaired the issuesI do remember that the guest was to receive gift certificates for day passes in the spaOur Spa
Director has recently resigned and we were not aware that the matter was not taken care of until this complaintAs the Front Desk Manager I would like to especially apologize for the maintenance issues in the VillaIt is very embarrassing on our part as we do strive for a comfortable stay with excellent customer serviceI was not made aware of the maintenance issues in that villa until the guest checked outWe then issued a maintenance order for the problems and according to our record maintenance had resolved those issues by the very next dayOn behalf of Nakoma Golf Resort & Spa we are very sorry for the guest unsatisfactory stayI have tried to contact the guest and would love to resolve these issues with her*** ***, Front Desk Manager

I am rejecting this response because:The response says they were not aware until this complaint that we had not received our promised certificates, however, we called [redacted] two weeks before the complaint and told them that we had not received our gift certificates and we were told that the manager would call us back by 11am that morning. No one ever called back.I booked the fall in love package at the villa and part of that included use of the spa for my husband as well. My friend who booked the spa package with me and was promised a gift certificate also has not heard anything back from [redacted] - her name is [redacted]. I still have not received a gift certificate for myself or my husband, so although the spa manager has left, why have they not just issued the spa certificates since this complaint was filed? It has been two months since our spa visit and they have been aware of the issue and complaint for at least a couple of weeks now.The spa manager told me that they were aware three days prior to our spa day that the heating was not working in the pool and jacuzzi and the sauna, but no one contacted us to let us know in advance so we could choose another option. They new the facility was not working when we checked in and still had us come in expecting a full spa day.

Tel This is the response I sent to [redacted] today.  This complaint was dealt with back in September 2016, but she did not agree with the outcome, so she emailed her complaint again in February.  Hello [redacted],I have looked into all the reservations associated with your...

group.  Your original 8 reservations made through Expedia with confirmations 3711-3718 dated 2/5/17 were all cancelled on 2/17/16. We then set up a group block for you on 2/17/16 with 20 rooms for dates 9/1/16-9/5/16.  Of those 20 rooms, your guests booked 4 rooms 9/1, 10 rooms 9/2, 7 rooms 9/3, and 0 rooms 9/4.  I can send you a list of guests that booked if you need them. The rest of the rooms were released from your block on 8/7/16.  We also had confirmation # [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted] that were all booked under your name, with confirmations sent to your email address on 8/10/16.  These were all cancelled on 8/29/16 with cancellation confirmations sent to your email. The only room that was held under your name that was not cancelled was confirmation # [redacted] for 9/1-9/4.  A confirmation was sent to your email address on 8/10/16. Another confirmation was sent out on 8/29/16. Since we sent out two confirmations for this reservation and it was not cancelled, the charges will not be reversed. The room was held for you during a sold out holiday weekend.  The charges for this room were $755.16. The $595.00 was for Jean Templin's room that you say is accurate.  The $810.75 was for [redacted] room.  This room was reserved by you, but was used by [redacted].  He never gave us a credit card to charge his room to, so the charges went to the credit card on file. If you did not intend to pay for this room, you will need to ask your guest, [redacted] about those charges.  I would be happy to send you a copy of the bill for that room for your records.Please let me know if there is anything else I can do for you.Sincerely,Christy ShryockHospitality ManagerNakoma Resort[redacted]l us why here...

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Hello, [redacted] booked a total of 17 reservations for her wedding dates of 9/1/16-9/4/16.  Confirmation #[redacted] were booked via Expedia on 2/5/16 and were cancelled 2/17/16.  On 2/17/16 we blocked a total of 20 rooms for her guests.  Of those rooms, 4 were booked for 9/1/16, 10 for 9/2/16, and 7 for 9/3/16.  The rest of the rooms were cancelled. [redacted] also booked an additional 8 rooms on 8/10/16 for 9/1/16-9/3/16.  Of those 8 rooms, she cancelled 7 and kept one under her name, reservation #[redacted].  Two rooms were held under her credit card for [redacted] and [redacted].  [redacted] was the one to book these rooms and added in the guests names, but kept her credit card on file.  In total, she booked 19 rooms for those dates and cancelled 16 of those.  The three rooms not cancelled ended up as No Shows on 9/1/16.  We were sold out that weekend and could have booked those rooms if they were cancelled.  Our policy is to charge in full for No Shows.  All three rooms were sent email confirmations to [redacted] on 8/10/16 and 8/29/16.  Let me know if you have any more questions. Thank you [redacted]Hospitality manager

Review: I purchased a spa package at Nakoma Golf Resort for 11/15/2014 for $199.00 that that they have been and continue to heavily advertise on their web site and in the local newspaper. When I arrived at the resort in question, their spa was actually out of order for maintenance. The receptionist informed me that I would receive a certificate in the mail to be able to return back and use the spa. after they had repaired it I also had a problem with the Jacuzzi tub in my room which had not been cleaned, in fact it was absolutely filthy. I have reached out to the manager [redacted] on two occasions and never received a call back from him. I also never received anything in the mail as the receptionist had suggested.

Product_Or_Service: SPA PackageDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would simply like an honest Explanation as to why the events I mentioned here occurred?

Business

Response:

We would first like to apologize to the guest for their the unsatisfactory stay with us. It was a very unfortunate time where everything in the spa stopped working, we have since repaired the issues. I do remember that the guest was to receive gift certificates for day passes in the spa. Our Spa Director has recently resigned and we were not aware that the matter was not taken care of until this complaint. As the Front Desk Manager I would like to especially apologize for the maintenance issues in the Villa. It is very embarrassing on our part as we do strive for a comfortable stay with excellent customer service. I was not made aware of the maintenance issues in that villa until the guest checked out. We then issued a maintenance order for the problems and according to our record maintenance had resolved those issues by the very next day. On behalf of Nakoma Golf Resort & Spa we are very sorry for the guest unsatisfactory stay. I have tried to contact the guest and would love to resolve these issues with her. [redacted], Front Desk Manager

Consumer

Response:

I am rejecting this response because:The response says they were not aware until this complaint that we had not received our promised certificates, however, we called [redacted] two weeks before the complaint and told them that we had not received our gift certificates and we were told that the manager would call us back by 11am that morning. No one ever called back.I booked the fall in love package at the villa and part of that included use of the spa for my husband as well. My friend who booked the spa package with me and was promised a gift certificate also has not heard anything back from [redacted] - her name is [redacted]. I still have not received a gift certificate for myself or my husband, so although the spa manager has left, why have they not just issued the spa certificates since this complaint was filed? It has been two months since our spa visit and they have been aware of the issue and complaint for at least a couple of weeks now.The spa manager told me that they were aware three days prior to our spa day that the heating was not working in the pool and jacuzzi and the sauna, but no one contacted us to let us know in advance so we could choose another option. They new the facility was not working when we checked in and still had us come in expecting a full spa day.

Business

Response:

No, I was not aware of the gift certificates not being sent until the complaint. We only had 2 persons at that time working at the front desk, myself and the Spa Director. I know for a fact I did not receive any call or message. So the call must have been given to the Spa Director, who is no longer with us.At the time of your massages in the Spa you were informed of the equipment not working and that you were going to receive two gift certificates. As I stated in my original response. I am truly sorry you did not receive your gift certificates. I was not aware of it until the complaint, when the Spa Director resigned we were told everything was up to date. We have since the original complaint here (Revdex.com) mailed out 2 gift certificates. We also have made several attempts to contact [redacted] to remedy the situation and personally apologize and have not been successful.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.