Spa Castle

Revdex.com:At this time, I have not been contacted by Spa Castle regarding complaint ID ***.Sincerely,*** ***

Dear *** ***, We regret to hear that *** *** was unable to reach a managerto speak about her situation. We understand the frustration that canarise from not being directly connected to a live representative. Spa Castle's policies are enforced to help those who
areunfamiliar with the traditional bath and spa culture make the most of theirexperience, while ensuring ultimate cleanliness to seamlessly introduce thepurest traditions from around the worldJapanese and Koreans were, and stillare, known for their bathing culture and near obsessive dedication tocleanlinessWe have automaticcontrol system monitoring the chemicallevel and temperatureof the hot tubs and sauna roomsthroughout the day under supervision ofmaintenance team. Weare using Ecolab equipment that also monitors our pool quality and they are NSFCertifiedCleanliness and guest safety are our first priorityThis is thefirst complaintthat we received about any kinds of skin diseases ever since weopened the business in year of with having 300,guests yearly If the patrons scheduled a Body scrub treatment it is a nudeexfoliation which uses a texturized glove to remove the dead skin cellsOurtraditional bath houses are recommended prior to receiving the treatmentIfthey do not use the bath houses prior to the treatment is the guest hadsensitive skin it at time may leave the skin slightly red immediately after theserviceAs for the patrons coming to our facility, and receiving rashes 2-dayslater after using the dry saunas areas, hot tubs, body scrub and bathareas, we have on no account heard of such a situation. Please accept our sincerest apology for any trouble or inconvenience.We would like to refund her $general admission fee due to delayed response,however are unable to reimburse the spa treatment, food and beverages. Thank you Best Regards

Dear [redacted],
We regret to hear that [redacted] was unable to reach a [redacted] to speak about her situation. As our managers are out on the floor, our...

operators are instructed to take a detailed message. This message is then given to the appropriate [redacted] when they are up in the office. Without knowing what the call is regarding, our operators are unable to forward the call accordingly to the person best able to assist. We 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-refundable. By 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 pressure. If the situation could not be mitigated, the day of a [redacted] would have been called. A re-do, compensation, or cancellation may have been initiated.
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, I we highly appreciate your feedback as it will assist us in becoming better at what we do.

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 respomse. I would be content with the two make up passes to visit  you in the future
Sincerely,
[redacted]

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 guests. Re-admittance...

is only permitted for guests staying at our hotel here in Dallas. Keeping 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 facility. It is our intention to honor any reasonable requests in our efforts to provide customer satisfaction.
Best Regards,
[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: I appreciate your offer but I do live 4 hours away from your business. it's not if I can just go down at my leisure. I have to figure out chilcare, rent a hotel, pay gas, etc. Its a big expense. which is why I was so upset by my customer experience to begin with if you read all details of my complaint.

[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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:
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 **, 2014.  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]

As stated in the other responses, we are not able to accept expired tickets unless they have been incorrectly stamped.  There is no “misrepresentation of
our advertisements” as this policy is stated where the customer purchased these tickets. 
Tickets are stamped at the time of purchase, in front of the customer, making it impossible for any of our staff to conceal the fact that we have expiration
dates.  The expiration dates are clearly stamped on the front of the gift certificates as well. Therefore we are not able to honor any expired tickets.
Thank you again for continued work on this case

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 TRUE. Your place is dirty and has to be inspected by the Center of Disease Control. Most 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 2 weeks as a result! I have notes from the physician and will forward them to you at your request. I have pictures of the rash! I am requesting FULL REFUND $50.00 plus SCRUB and MASSAGE refund for the total amount of $$175.00 I am not asking to be reimbursed for the food and drink. I 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]

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 Morning,
Thank you for your feedback, Our facility did have some closures for a duration of two months, from February ** until April **,2016. When we re-opened we advised our guest that our admission passes would have an extension of 2 months from the duration of our closure. Guest who...

had passes which expired in March, we accepted  until June **,2016 . Unfortunately passed that time frame we are unable to accept them. Afterwards we did offer discount entrance passes for almost of duration of two months on different website as well as opportunities to purchase in store. I 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.

We apologize for any inconvenience, All of our Gift Certificates have expirationdates clearly stated on them. We 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 facility. Ourreceptionists stamp the date of expiration there and advise the purchaser ofthis policy, which is also located on our receipts. Our policy for all ticketsis that they each have expiration dates. When 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 well. The special ticket promotions offer1 year from the date of purchase, the regular passes are 6 months from the dateof purchase. Our gift cards are sold without expiration date as stated by law.   Wewill unfortunately not be able to extend the tickets.

Dear [redacted], We regret to hear that [redacted] was unable to reach a managerto speak about her situation.  We understand the frustration that canarise from not being directly connected to a live representative. Spa Castle's...

policies are enforced to help those who areunfamiliar with the traditional bath and spa culture make the most of theirexperience, while ensuring ultimate cleanliness to seamlessly introduce thepurest traditions from around the world. Japanese and Koreans were, and stillare, known for their bathing culture and near obsessive dedication tocleanliness. We have automaticcontrol system monitoring the chemicallevel and temperatureof the hot tubs and sauna roomsthroughout the day under supervision ofmaintenance team. Weare using Ecolab equipment that also monitors our pool quality and they are NSFCertified. Cleanliness and guest safety are our first priority. This is thefirst complaintthat we received about any kinds of skin diseases ever since weopened the business in year of 2007 with having 300,000 guests yearly.  If the patrons scheduled a Body scrub treatment it is a nudeexfoliation which uses a texturized glove to remove the dead skin cells. Ourtraditional bath houses are recommended prior to receiving the treatment. Ifthey do not use the bath houses prior to the treatment is the guest hadsensitive skin it at time may leave the skin slightly red immediately after theservice. As for the patrons coming to our facility, and receiving rashes 2-3 dayslater  after using the dry saunas areas, hot tubs, body scrub and bathareas, we have on no account heard of such a situation.   Please accept our sincerest apology for any trouble or inconvenience.We would like to refund her $50 general admission fee due to delayed response,however are unable to reimburse the spa treatment, food and beverages.  Thank you  Best Regards

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:

As I mentioned previously, your shut down was NO FAULT OF MY OWN. You have not only violations pending in Department of Health, but also have violations and complaint pending in Department of Building (see screenshot annexed hereto). You had actual notice and constructive notice of these existing issues, but failure to resolve. You were NEGLIGENT in allowing the dangerous and hazardous condition to exist. You BREACHED OF THE CONTRACT for providing a safe and health place to your customers.No negligence on the part of me contributed to your closure. The only remedy for breach of contract in this case is to refund me. I am entitled to get my money back by law regardless how long you extended the tickets.
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:

As I mentioned previously, your shut down was NO FAULT OF MY OWN. You have not only violations pending in Department of Health, but also have violations and complaint pending in Department of Building (see screenshot annexed hereto). You had actual notice and constructive notice of these existing issues, but failure to resolve. You were NEGLIGENT in allowing the dangerous and hazardous condition to exist. You BREACHED OF THE CONTRACT for providing a safe and health place to your customers.No negligence on the part of me contributed to your closure. The only remedy for breach of contract in this case is to refund me. I am entitled to get my money back by law regardless how long you extended the tickets.
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:

SPA CASTLE WILL NOT HONOR GIFT CERTIFICATES I PURCHASED AND I JUST LOST $245!!!
As per The Consumer Union, Consumer Reports:
The Credit Card Accountability Responsibility and Disclosure Act of 2009 (the CARD Act) provides consumers several gift card protections including limits on expiration dates and fees. Money on store-issued and bank-issued gift cards cannot expire before 5 years from the date of purchase. 
I would not spend $245 on one that expires within 6 months, as The Spa Castle is quite a distance from my house and I only go there about once a year.
It is wrong to take someoneS money and not provide the service.  You are also claiming this money as income with the IRS, yet you did not perform the service.
I did not ask for my money back, I simply asked to be able to use what I purchases.  So your customers should be aware that you do not adhere to the laws of the state and
I just lost $245!!!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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:

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 forward. As not many people came forward, they did not have to honor many tickets. They 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 Health. I do not want to visit a spa where germs and diseases are flying in air. My 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:

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 forward. As not many people came forward, they did not have to honor many tickets. They 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 Health. I do not want to visit a spa where germs and diseases are flying in air. My ticket number is [redacted], Bar Code number [redacted].
 
 
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 rude. I 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 $50 per person Saturday/Sundays andHolidays .The General Admission fee allows you access to use the amenities suchas the 7 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 world. Japanese 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 4 small Jacuzzi pools on which yourare required to shower in before use, that area require you use them nude. Thecustomer 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 with. There 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 experience. And once again I apologize for the inconvenience.

Review: Upon entering Spa Castle for a luxurious, relaxation, experience, as done so in the past, I was gr**ted with everything but relaxation. As I approach the counter with a companion, to pay to enter, I was told that the computers were down, so my companion and I tried to wait until they fix the problem, a hour went by, and the problem was not fixed, my companion and I, n**ded to use the bathroom, which we tried to hold, until we PAID to get in but, due the computers still being down, we had to BEG, to use the bathrooms, once we got in to use the bathroom, we were directed upstairs, due to a malfunction, of the bathrooms located in the locker room. We used the bathroom, and came back downstairs to the locker room, where we were approached by a young lady (staff member) who asked us " why we were upstairs without a wrist bands, we explained and was yelled at by this young lady, and prompted to go outside, being so I have visited this Spa on many occasions, and spent plenty of hard earn dollars here,I WAS APPLAUD!! One of the staff, recognized me, and asked what was the problem, she continued to tell the staff who was apparently furious, that I was a well known, good costumer, and was not trying to cause any harm, the staff member stormed off with a disgusting attitude which, caused injury to another staff member. (which she bumped and knocked down) Once back outside, once again my companion and I were Prompted again, to wait because the computers were down, becoming fed up, due to waiting almost 2 hrs, I asked to speak to the manager,which no one could point me or assist me to. The computers came back on at 8:30 pm, and by this time I was sincerely annoyed, because I paid a lot of money in the past and never dealt with such in consistency, the security guard persisted to direct me and my companion to the back of the line. (we came when the computers fist stop working 2 hrs ago) I asked the security guard, if he could, point out a manager I could speak with, he laughed and pointed to a staff at the counter of check out, this manger said his name was Sean L**, ( the security guard called him JOSH), and said he owned Spa Castle and according to him, my companion and I was in the wrong, because we went upstairs, ( where the only working bathrooms were located), we tried to explain to him the situation, but he continued to argue. We finally were able to pay, FULL PRICE, to be let in at 9:00 pm, once in, we continued to the Jacuzzi and decided to stop by the bar for drinks, only to be approached by a young [redacted] male with an attitude, we ask for our desired drinks in a polite manner, only to get eyes rolled and teeth sucked. When our drinks were finally ready, we continued back outside, to enjoy the little time we had remaining, since the facility closed at 12:00 am, and it was already 10:00 pm, staff, that knew of me from past visits,came back to where I was and asked, "if everything, was okay", I told them no, I felt very uncomfortable, they apologized and continued on. 11:00 pm approached very quickly for my companion and I, so we grab our towels and Spa Castle attire, only to disgustingly be invaded by SLUGS!!! IN OUR TOWELS AND,IN MY COMPANIONS, SPA CASTLE ATTIRE (pictures of proof), having bug phobia, I wanted nothing more than to leave at this point! As we were exiting to the locker room, we were stopped MULTIPLE TIMES ABOUT MY COMPANIONS ATTIRE, WE TRIED TO EXPLAIN, BUT TO NO PREVAIL, WE WERE TOLD TO EXIT TO THE LOCKER ROOMS IMMEDIATELY!! Upon leaving, we noticed the tables in the spa /pool area by the bar, were FILTHY! AND TOO TOP IT OFF, BARTENDERS DRINKING ON THE JOB (PICTURES OF PROOF), Continuing on to the locker room, my companion, who had never visited Spa Castle before, wanted nothing but to LEAVE,AND NEVER COME BACK!!!, DUE TO SERVICE!!. As we entered the showers, to rinse off, we were approached by an [redacted] staff, who warned us that the area of showers/bathes, would be closing at 11:30, we insured her that we knew, and was just rinsing off to get dressed. Upon getting out of the shower, I notice all the staff had on clean spa castle slippers, except this staff member, who prompted us that the area was closing. Being that Spa Castle has a strict policy of no shoes being worn beyond a certain point, due to fungus, dirt, and other infections/bacteria that can be transmitted, Being the nurse/health informant that I AM,I asked this Staff member, why she was wearing shoes, not to mention Dirty shoes, which obviously, DID NOT LOOK LIKE WORK SHOES( PICTURE PROOF ), BUT MORE LIKE SHOES SHE WALKED TO WORK AND HOME IN!, She answered with an annoyance saying, " [redacted]!," she continued to say we were crazy for taking pictures and didn't need to come back!. I informed a staff that was fond of me being a loyal customer, she notice my annoyance, and reassured me that, they were aware of the problem and would be making, new rules soon.... My over all service today from Spa Castle was ABSOLUTELY TERRIBLE! I PAID GOOD MONEY TO COME HERE AND ENJOY MYSELF, AS I ALWAYS DO, AND WAS COMPLETELY DISHONORED!!!! I WOULD NEVER WANT TO COME HERE FOR SERVICE AND DEFINITELY NEVER RECOMMEND SERVICE HERE AGAIN!!!! WORST SPA I HAVE EVER BEEN TO!!! Registered Nurse in THE ARM FORCES,who has traveled the WORLD!! and never seen Service from a SPA LIKE THIS!!!EVER!!! TRULY DISAPPOINTED AND DISGUSTED!!!!Desired Settlement: I want nothing from Spa Castle but my REFUND OF $168.00( WHICH PAID FOR MY COMPANION AND I ENTRANCE AND DRINKS). I wish them nothing but the best in their future of business, when they hopefully distinguish TRUE CUSTOMER SERVICE , Thank You!!