Spa Castle

Dear [redacted] ***, We regret to hear that [redacted] was unable to reach a [redacted] to speak about her situationAs our managers are out on the floor, our operators are instructed to take a detailed messageThis message is then given to the appropriate [redacted] when they are up in the officeWithout knowing what the call is regarding, our operators are unable to forward the call accordingly to the person best able to assistWe understand the frustration that can arise from not being directly connected to a live representative As for the patrons coming to our facility and paying security to sneak food in, we have never heard of such a situation, but will pass this complaint to our managerial staff and take the appropriate actions should it be necessary The customer has signed a client intake form for the following statements that reads, “If I experience pain or discomfort during the session, I will make a good/faith effort to immediately inform my therapist so at the pressure/strokes can be adjusted or request another therapist; acknowledging the fact this service is non-refundableBy signing this I have read precautions (skin irritation, bruises, pain caused by massage, etc) and hereby waive and release by therapist from any and all liability, past, present, and future relating to massage therapy and body work.” Had the customer notified the therapist of his/her discomfort, the therapist would have altered the pressureIf the situation could not be mitigated, the day of a [redacted] would have been calledA re-do, compensation, or cancellation may have been initiated Please accept our sincerest apology for any trouble or inconvenience we have caused youAgain, I we highly appreciate your feedback as it will assist us in becoming better at what we do

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Dear [redacted] ***, Thank you for forwarding the response written by a member of the Spa Castle team Following the advice of my attorney I would like to kindly request for Spa Castle to please send me a copy of the signed client intake form that I completed prior to receiving my massage on Saturday, February **, I would be more than happy to provide them with my email address and/or home address if needed Many thanks once again for your assistance in this matter In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Good Morning, Thank you for your feedback, Our facility did have some closures for a duration of two months, from February [redacted] until April **,When we re-opened we advised our guest that our admission passes would have an extension of months from the duration of our closureGuest who had passes which expired in March, we accepted until June **,Unfortunately passed that time frame we are unable to accept themAfterwards we did offer discount entrance passes for almost of duration of two months on different website as well as opportunities to purchase in storeI apologize if the guest was unable to reach us, however We had signage up in the facility as well as social media such as [redacted] Thank you again for your feedback, I apologize for any inconvenience

Revdex.com: At this time, I have not been contacted by Spa Castle regarding complaint ID [redacted] .I was told I could get two passes by the [redacted] in Texas to make up for the bad experience yet when I emailed them to try to find out how to get the passes I have received zero response I also called and left a message with zero respomseI would be content with the two make up passes to visit you in the future Sincerely, [redacted]

We apologize for any inconvenience, All of our Gift Certificates have expirationdates clearly stated on themWe do have a no extension policy, only underextenuating circumstances are there usually any expeceptions.The policy of theexpiration date is agreed upon at the time of purchase in our facilityOurreceptionists stamp the date of expiration there and advise the purchaser ofthis policy, which is also located on our receiptsOur policy for all ticketsis that they each have expiration datesWhen purchasing the tickets in our facility,the signs that state this policy are located up front for all customers tosee Additionally, the tickets arestamped at the time of purchase, in front of the customer, making it impossiblefor any of our staff to conceal the fact that we have expiration dates The expiration dates are clearly stamped onthe front of the gift certificates as wellThe special ticket promotions offeryear from the date of purchase, the regular passes are months from the dateof purchaseOur gift cards are sold without expiration date as stated by law Wewill unfortunately not be able to extend the tickets

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Why can’t they announce the re-opening on their official website, instead putting a sign in the facility? They intentionally did not announce the re-opening on their official website, so the public would not be noticed, not many people would come forwardAs not many people came forward, they did not have to honor many ticketsThey purposely failed to honor my ticket!! In addition, news are all over internet that this place was dirty, not safe and not hygiene, that’s why they were SHUT DOWN by Department of HealthI do not want to visit a spa where germs and diseases are flying in airMy ticket number is [redacted] , Bar Code number [redacted] Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Everything you are stating is NOT TRUEYour place is dirty and has to be inspected by the Center of Disease ControlMost likely they will shot your place down for unsanitary condition! I've stated that I've developed a rash on my body - NOT BECAUSE I am allergic to anything (I don't have any allergies), this was sustained during the SPA service /scrab and Massage I received by your place.I had to take a FULL COURSE OF ANTIBIOTICS for weeks as a result! I have notes from the physician and will forward them to you at your requestI have pictures of the rash! I am requesting FULL REFUND $plus SCRUB and MASSAGE refund for the total amount of $$I am not asking to be reimbursed for the food and drinkI am asking for my money back for the service or better to say DI-service that was done to me.? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Good Afternoon [redacted] ,Firstly, I'd liketo apologize that we didn't meet your standards, we also would like toapologize for any inconvenience that you have experienced and especially aboutthe staff being rudeI fully understand your frustration, Our managementteam is constantly working on keeping all of our guests have a relaxed and enjoyable time while theyare here When you visit Spa Castlethere is a General Admission fee which is $per person Saturday/Sundays andHolidays .The General Admission fee allows you access to use the amenities suchas the different types of dry saunas and two indoor and outdoor hydrotherapypools, Healing zone ( Meditation room , small fitness center, & Sun Deck ),Lounge areas, showers and JacuzzisSpa Castle's policies are enforcedto help those who are unfamiliar with the traditional bath and spa culture makethe most of their experience, while ensuring ultimate cleanliness to seamlesslyintroduce the purest traditions from around the worldJapanese and Koreans were, and stillare, known for their bathing culture and near obsessive dedication tocleanliness Heated waters are believedto have the power to cure illness, while the bathing ritual itself rids thebody of any impurities found inside and outWhich is why inside of the gender specific locker room areas is theonly nude area, inside of that area is a small Jacuzzi pools on which yourare required to shower in before use, that area require you use them nudeThecustomer are not forced to use this area is mainly for our guest who receivethe Body scrub treatment or for thoseguest who would familiarize themselves with the traditional bath cultureexperience The rest of the facility is accessible with general admission and requires you to wear thetee-shirt and shorts that we provide you withThere are other amenities whichare included and accessible with thegeneral admission fee such as two indoor and outdoor hydrotherapy jets andother jacuzzi's These areas do not require you to bathe nude you are required to wear swimwear in these amenities.unfortunatelysince we have many amenities included with the general admission ,we are unableto issue a credit or refund due to this reason We Thank you for your feedback, we welcome all negative andpositive comments to better our guest's experienceAnd once again I apologize for the inconvenience

Dear [redacted] , We regret to hear that your most recent visit to our facility was not satisfactory Please understand that these policies apply to all guestsRe-admittance is only permitted for guests staying at our hotel here in DallasKeeping this in mind, you and your husband did utilize our facility before checking out Unfortunately, we would not be able to issue a full refund for your visit at this time; however, we can offer you two complementary admission tickets to come back another day to make up for the unsatisfactory visit Please understand that in order for our company to practice good business, this is an attempt to salvage a negative experience at our facilityIt is our intention to honor any reasonable requests in our efforts to provide customer satisfaction Best Regards, [redacted]

Please accept our sincerest apology for any trouble or inconvenience we have caused you, however we are currently not able to submit any company documents Again, I we highly appreciate your feedback as it will assist us in becoming better at what we do

Good Afternoon ***
***Firstly, I'd like to apologize that we didn't meet your standards, we also would like toapologize for any inconvenience that you have experienced and especially aboutthe staff being rudeI fully understand your frustration, Our
managementteam is constantly working on keeping all of our guests have a relaxed and enjoyable time while theyare here When you visit Spa Castle there is a General Admission fee which is $per person Saturday/Sundays andHolidays .The General Admission fee allows you access to use the amenities suchas the different types of dry saunas and two indoor and outdoor hydrotherapypools, Healing zone ( Meditation room , small fitness center, & Sun Deck ), Lounge areas, showers and Jacuzzis. Spa Castle's policies are enforced to help those who are unfamiliar with the traditional bath and spa culture makethe most of their experience, while ensuring ultimate cleanliness to seamlesslyintroduce the purest traditions from around the worldJapanese and Koreans were, and still are, known for their bathing culture and near obsessive dedication tocleanliness. Heated waters are believedto have the power to cure illness, while the bathing ritual itself rids thebody of any impurities found inside and out. Which is why inside of the gender specific locker room areas is theonly nude area, inside of that area is a small Jacuzzi pools on which yourare required to shower in before use, that area require you use them nudeThecustomer are not forced to use this area is mainly for our guest who receivethe Body scrub treatment or for thoseguest who would familiarize themselves with the traditional bath cultureexperience. The rest of the facility is accessible with general admission and requires you to wear thetee-shirt and shorts that we provide you withThere are other amenities whichare included and accessible with thegeneral admission fee such as two indoor and outdoor hydrotherapy jets andother jacuzzi's These areas do not require you to bathe nude you are required to wear swimwear in these amenities.unfortunatelysince we have many amenities included with the general admission ,we are unableto issue a credit or refund due to this reason We Thank you for your feedback, we welcome all negative andpositive comments to better our guest's experienceAnd once again I apologize for the inconvenience

Good Afternoon ***
***,Firstly, I'd liketo apologize that we didn't meet your standards, we also would like toapologize for any inconvenience that you have experienced and especially aboutthe staff being rudeI fully understand your frustration, Our
managementteam is constantly working on keeping all of our guests have a relaxed and enjoyable time while theyare here When you visit Spa Castlethere is a General Admission fee which is $per person Saturday/Sundays andHolidays .The General Admission fee allows you access to use the amenities suchas the different types of dry saunas and two indoor and outdoor hydrotherapypools, Healing zone ( Meditation room , small fitness center, & Sun Deck ),Lounge areas, showers and Jacuzzis. Spa Castle's policies are enforcedto help those who are unfamiliar with the traditional bath and spa culture makethe most of their experience, while ensuring ultimate cleanliness to seamlesslyintroduce the purest traditions from around the worldJapanese and Koreans were, and stillare, known for their bathing culture and near obsessive dedication tocleanliness. Heated waters are believedto have the power to cure illness, while the bathing ritual itself rids thebody of any impurities found inside and out. Which is why inside of the gender specific locker room areas is theonly nude area, inside of that area is a small Jacuzzi pools on which yourare required to shower in before use, that area require you use them nudeThecustomer are not forced to use this area is mainly for our guest who receivethe Body scrub treatment or for thoseguest who would familiarize themselves with the traditional bath cultureexperience. The rest of the facility is accessible with general admission and requires you to wear thetee-shirt and shorts that we provide you withThere are other amenities whichare included and accessible with thegeneral admission fee such as two indoor and outdoor hydrotherapy jets andother jacuzzi's These areas do not require you to bathe nude you are required to wear swimwear in these amenities.unfortunatelysince we have many amenities included with the general admission ,we are unableto issue a credit or refund due to this reason We Thank you for your feedback, we welcome all negative andpositive comments to better our guest's experienceAnd once again I apologize for the inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
In NYS, gift certificates must be accepted for years, not six months. In this case it was 3! According to the tax department, gift cards do not expire at all. You took someone's money and you cannot put an expiration date on it especially less than a year
Please either return our money or reissue the certificates without an expiration date, as legally expected a business in NYS to do
Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Good Afternoon ***
***Firstly, I'd like to apologize that we didn't meet your standards, we also would like toapologize for any inconvenience that you have experienced and especially aboutthe staff being rudeI fully understand your frustration, Our managementteam is constantly
working on keeping all of our guests have a relaxed and enjoyable time while theyare here When you visit Spa Castle there is a General Admission fee which is $per person Saturday/Sundays andHolidays .The General Admission fee allows you access to use the amenities suchas the different types of dry saunas and two indoor and outdoor hydrotherapypools, Healing zone ( Meditation room , small fitness center, & Sun Deck ), Lounge areas, showers and Jacuzzis. Spa Castle's policies are enforced to help those who are unfamiliar with the traditional bath and spa culture makethe most of their experience, while ensuring ultimate cleanliness to seamlesslyintroduce the purest traditions from around the worldJapanese and Koreans were, and still are, known for their bathing culture and near obsessive dedication tocleanliness. Heated waters are believedto have the power to cure illness, while the bathing ritual itself rids thebody of any impurities found inside and out. Which is why inside of the gender specific locker room areas is theonly nude area, inside of that area is a small Jacuzzi pools on which yourare required to shower in before use, that area require you use them nudeThecustomer are not forced to use this area is mainly for our guest who receivethe Body scrub treatment or for thoseguest who would familiarize themselves with the traditional bath cultureexperience. The rest of the facility is accessible with general admission and requires you to wear thetee-shirt and shorts that we provide you withThere are other amenities whichare included and accessible with thegeneral admission fee such as two indoor and outdoor hydrotherapy jets andother jacuzzi's These areas do not require you to bathe nude you are required to wear swimwear in these amenities.unfortunatelysince we have many amenities included with the general admission ,we are unableto issue a credit or refund due to this reason We Thank you for your feedback, we welcome all negative andpositive comments to better our guest's experienceAnd once again I apologize for the inconvenience

Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedPlease pass it on to the Sand Castle Management that I will accept a CHECK for $dollars to be mailed out issued to:' *** *** *** ***
*** *** *** Sincerely, *** ***

Good Morning,Thank you for your feedback, Our facility did have some closures for a duration of two months, from February ** until April **,When we re-opened we advised our guest that our admission passes would have an extension of months from the duration of our closureGuest who had
passes which expired in March, we accepted until June **,Unfortunately passed that time frame we are unable to accept themAfterwards we did offer discount entrance passes for almost of duration of two months on different website as well as opportunities to purchase in storeI apologize if the guest was unable to reach us, however We had signage up in the facility as well as social media such as ***. Thank you again for your feedback, I apologize for any inconvenience

I am sorry to hear that you are not satisfied with our answer, unfortunately we did have the proper signage in regards to re-opening of our spa poolsYou can also look up numerous articles available on the website indicating that our spa pools were re-opened The signage was available on our website and was visible on our site for over a duration of two months Unfortunately we cannot offer any extension or refund, Thank you for your time

Revdex.com Response:
Case# ***
Submitted
Electronically 7/ */
Good Afternoon *** ***,
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Thank you for taking the time to communicate to us why your experience with us did not
meet your expectationSpa Castle’s promotion is if you purchase ten admission
passes and receive two free (the total of twelve tickets) they have six month
expiration from the date of purchaseWe do have a banner at the information
desk with the same promotion that indicates the passes have a six month
expiration date( Please see the attach pictures that are posted in the establishment)
We also have a sign in the information desk, where the customer purchases the tickets that also indicate
the six month expiration date from the date of purchase for that particular promotion
(Please see the attach pictures that are posted in the establishment)The information
representative is required to advise the customer of the expiration date before
and after the transaction for the pack promotion ticketsOnce you have received
this pack of admission passes they are marked and stamped with the six month
expiration date on each individual ticket
We do give a grace period of an additional two weeks, if they visit prior to the expired date, we are able to extend the gift certificates for the additional
time of two weeksThe only exception made to this policy of no extensions, is if prior to expiration,
along with proof explaining an extenuating circumstance, a customer contacts
management for review If you have the
original receipt that does indicate that it is indeed stamped incorrectly we
will be able to rectify the matterHowever if the gift certificates indeed
stamped within in the month period we will not be able to extend the ticket
once it has expired Please accept our sincerest apology for any
inconvenience that you may have experienced
Thank you
Best Regards ***

Dear ***,First and foremost, thank you for your patronage Thank you for taking your time to speak to us over the phone It is questions, comments, concerns and general feedback we receive from our guests that help us to improve guest experience even further.As we discussed over the phone, just a short while ago, our facility uses state-of-the-art equipment that automatically monitors and maintains our pH and chlorine levels All sanitary conditions are monitored and maintained by our automated system as well as maintenance staff members that work around the clock to observe the efficiency of these machines Sanitary conditions, and safety are of utmost importance to our facility I'd like to ensure you that our staff members and our third party cleaning company try to stay on top of keeping our facility sanitary during all times.Being that you are our loyal guest, we want to provide you assurance that our facility is, and will continue to be, professionally managed and maintained As we concluded over the phone we will reimburse you the $in good faith and as a gesture of gratitude for your continued patronage We're privileged to have had the opportunity to speak to you and clear up some misconceptions about the management and maintenance of our facility and amenities.Again, thank you for the opportunity to speak to you over the phone and I hope that we will be able to host your next R&R day at Spa Castle College Point Please provide a response to this thread with your acceptance and preference of the two discussed options of reimbursement, either a check written out to your name or a gift card in the amount of $for our College Point facility. If you have any further questions, comments or concerns, you may reach me directly at ###-###-#### or by e-mail at ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Everything you are stating is NOT TRUEYour place is dirty and has to be inspected by the Center of Disease ControlMost likely they will shot your place down for unsanitary condition! I've stated that I've developed a rash on my body - NOT BECAUSE I am allergic to anything (I don't have any allergies), this was sustained during the SPA service /scrab and Massage I received by your place.I had to take a FULL COURSE OF ANTIBIOTICS for weeks as a result! I have notes from the physician and will forward them to you at your requestI have pictures of the rash! I am requesting FULL REFUND $plus SCRUB and MASSAGE refund for the total amount of $$I am not asking to be reimbursed for the food and drinkI am asking for my money back for the service or better to say DI-service that was done to me.?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***