Spa Castle

Review: They advertised that I could purchase their admission ticket with discounted price and have one year expiration date if I purchase 50 or more tickets at a time.I went there 2 days ago, at that time, ticket purchasing counter was closed, but I confirmed at the counter I could buy tickets bet 10-7 and over 50 tickets could get one year expiration date.When I went there to purchase 50 weekday tickets and 20 weekend tickets altogether, they told me that I can't split the ticket like that, I have to buy 5o or more tickets for either weekday or weekend. I'm planning to purchase total 70 tickets, but they said I couldn't buy that way.As I mentioned before, there's no notification about that restriction at all. Even, there's a standing banner to advertise their special price, but even there, there's no restriction mentioned Even, the clerks who works there, they didn't say that at all. They just told me to purchase 50 or more tickets could get one year expiration date. I asked for [redacted] who could explain this to me, but to me, [redacted] even didn't know about that restriction at all. After speaking with [redacted] who seemed like to decide, she told me that's not possible. I believed that [redacted] didn't want to sell those tickets to me in that condition. I really don't like her attitude at all. I kept asking them show me the proof that whatever she told me was their regulation, but there's no written form at all.I pictured their banner which simply said that over 50 ticket could get one year expiration date.Please if what they said was the rule, then they falsely mistreat the customers.I want them to correct their misleading advertisement and also want them to educate the customers with manner. Specially who works at the Customer Service. I don't see any Service at all. She sat there with no facial expression at all.Desired Settlement: I want them to put the correction information and want them to treat their customer with honor.They attitude today was unacceptable.Even manager, she didn't seem to know what their rule was.They just put the stamps for the expiry date on the ticket.I don't my request today was that special.As long as they didn't put the restrictions at all, then they should sell the ticket with one year expiration date if I purchase more than 50 tickets as they advertised.Please I want to hear form them.

Business

Response:

Spa Castle ‘s promotion is if you purchase bulk tickets 50 or more, you will be able to purchase Weekday Bulk of 50 for the price of $20 each admission ticket or the Weekend Bulk for $25 each admission ticket; We currently do not offer a combination of tickets. We do understand that the customer did purchase more than 50 tickets, However the additional 20 tickets were not all Weekday which is why they were unable to process the transaction. The additional 20 Weekend passes would have to be priced at the regular admission fee of $45 per ticket; mainly because the bulk sales cannot be combined mixed.

We previously did allow customer who purchased 100 Bulk or more tickets, if they wanted additional tickets like 120 or 140 they could make the additional 20 or 40 tickets of either Weekday or Weekend. However we no longer have that promotion and I do apologize for any confusion there may have been.

We do appreciate your feedback in regards to the customer service experience and will do our best to address the issues.

We would like to extend our apologies for the inconvenience caused and assure you that we have taken the necessary steps to prevent the situations. Thank you

Consumer

Response:

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:

[Your Answer Here]

They put the signage in front of the counter, but didn't clarify at all.Even their staffs didn't aware of it.

Even worse, even their [redacted] didn't seem to aware of the rule.

I wonder whether they mistreated me or not, I asked for [redacted], but as I stated, she didn't seem to aware of that rule, I asked them toshow metheir ticket sale policy to proof that their rules were equally applied to all of them.

By their signage and other their staff members information which was given to me, there were no special restriction at all.

If they could provide me their proper regulation to be understood, then. I will also try to understand that even try to forgive their rudeness and dull face to their customers.

I still need more answer from them.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by SPA CASLTE regarding complaint ID [redacted].

Sincerely,

Business

Response:

Dear [redacted]

Thank you for taking the time to communicate to us why our service did not meet your expectations. Please accept our sincerest apology for any inconvenience we have caused you and any miscommunication between [redacted] and yourself. We do understand your frustration, Spa Castle is actively working to improve service levels and your feedback has proved to be valuable. Thank you once again for your feedback.

Review: Spa Castle and their customer service or lack of was one of the worst experiences in my life. They mis-advertise and I was not aware until I paid for the entrance fee that there was a part of the spa that I could not use unless I would get completely naked. I was not made aware of that fact before I paid for the spa fee. I went to the area that did not allow for bathing suits and I did not take mine off, that is when the [redacted] approached me. She stated that I had to take my clothes off. I told her that I was clearly uncomfortable and that it was not sanitary for me to get naked in a public establishment. She told me that I could not use that piece of the spa. I stated that I paid 50 dollars and if could not use a part of the spa I wanted my money back. She said that I should get dressed and go to the [redacted] in the front where he would give me a refund. Thus I got dressed and proceeded upstairs with all of my things. I spent a total of about 2 hours there including arguing with the [redacted] in the spa. Basically I was denied my refund and told that I could not exit unless I paid for the food that I purchased. I stated the I wanted my money back for the entrance fee and that I had no problem paying for the food purchased. Long story short I called the police to see if the situation could get sorted. There was nothing that could be done. The police suggested that I file a complaint against Spa Castle on the Revdex.com website and perhaps I would get some sort of a resolution. I was so disappointed and disgusted at my experience that I would never recommend or go that establishment ever again. They embarrassed me and lied to me. They didn't care to resolve the situation, all that they wanted was for me to pay my balance and leave.Desired Settlement: Refunded for the $50.00, that I was unfairly charged.

Business

Response:

Good Afternoon [redacted]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 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 Castle there 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 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 world. Japanese 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 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: I arrived at 2:47pm (per my receipt that I'm still holding on to) with hopes of a day full of rest and relaxation. At around 2:55pm, a loud, ear piercing fire alarm went off and all hell broke loose. Staff was completely unhelpful with the 200+ people in the spa on where to wait, what was going on, and whether we needed to evacuate. I understand that while it's hectic and confusing for all, not only were the staff members unhelpful and disorganized, but they were rude and downright mean to customers, yelling at us to go to the lobby while staffers out there were yelling to have us go back to the locker rooms.

Apparently, there was a busted water pipe that was leaking water over the men's locker room (with disgusting black water literally gushing out from the light fixtures over the lobby). The crown molding was starting to fall off at some parts of the ceiling due to the weight of the water that was pouring out, and customers, understandably, were starting to freak out. The staff did nothing to calm anyone, and instead, exacerbated the situation by screaming at people, pushing everyone into the lobby area (where it was leaking the worst), and even proceeded to yell that no one can leave until we're paid out. Clearly, there was an emergency, but they were insisting that everyone pay up their bills first.

Now, as I've only just arrived 8 minutes prior to the incident, and only managed to change into my uniform and proceed upstairs to order some food (not even get it in hand yet), of course I wanted a refund!! I stood on 3 different lines waiting for a refund for 30 minutes (note it was still an emergency situation with the water dripping over everyone's heads), and was told to call to get the refund via phone today.

I called and have been denied a refund despite not having received ANY services, and also after their verbal agreement that customers would receive a refund due to the nature of the incident involving all customers to evacuate.Desired Settlement: I would like to be refunded $70 per my verbal agreement with a staff member while at the spa. Via phone, they have denied my request, when I have not stepped inside their establishment for longer than 10 minutes.

Business

Response:

Spa castle did initially try to contact [redacted] via Yelp, to attempt to resolve her issue and assist her with the refund, however were unsuccessful in reaching her. Today January **, 2014, we did send an email to her directly indicating our sincerest apology for any inconvenience she did experience the day of the incident of January * 2014. We also indicated in the email that we would gladly accommodate her with refund that she requested. We appreciate her feedback and will address the necessary issues; we do look forward to hearing from her in order to rectify the issue at hand.

Review: After going to the sauna several times in the past, I brought 2 of my female friends with me on September [redacted]. the Sauna was not so full in the morning and we had full use of the facility Jacuzzi and pools. The water was not clean, it started to get very loud around noon time as so many kids arrived. All 3 of us had body scrub and massage. The food was very nasty at this place and very expensive. Not once, I've seen any of the employees checking the temperature of the water or checking for the bacteria in the water. 2 days later, all 3 of us broke down in rash. I had to go to the primary care physician as my rash was very large and my entire chest, breast and legs were covered. The Primary care Physician asked me about my visit to the sauna and after I told her, she said that this must of been a bacteria that I picked up in there (it reminded Staph infection) . I was placed on very strong antibiotic for 10 days and so as 2 of my friend ending up with the with the same type of rash.Desired Settlement: I am asking for the refund of $500 that we paid! This is unsanitary place and cause me harm! This place must be inspected by Center of the Disease Control for sanitary conditions and cleanliness. I also not taking an antibiotic and so as 2 of my other friends and this is totally UNACCEPTIBLE!

Business

Response:

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

Consumer

Response:

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,

Business

Response:

Dear [redacted],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 $175 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 $175 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 [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Please pass it on to the Sand Castle Management that I will accept a CHECK for $175 dollars to be mailed out issued to:' [redacted] Sincerely, [redacted]

Review: I've contacted Spa Castle numerous times trying to obtain assistance with my issue and have asked to speak with a [redacted] which I was unsuccessful in doing so each time due to the rude and unprofessional staff at this particular location. Upon check in during my visit this past weekend I had to undergo a bag check by security and was forced to throw away my grapes (which I understand) and bottles of water due to a "Department of Health Regulation" issue, as stated by the front desk staff. They refused to hold my water for me in fear that "this would attract bugs" which made absolutely no sense to me because they were two bottles of sealed, unopened Poland Spring water. I stayed at Spa Castle that day for approx. 8 hours and throughout the day I noticed about a handful of people in the locker room eating different fruits and other outside foods that were allowed in while I was declined the same respect. I finally asked a few of the women I saw sharing a large bag of oranges how they were able to sneak the fruit past the security guard and they responded that if a customer secretly pays the security guard and front desk staff with cash that they would allow anything to pass through regardless of the so called "health issues" that may arise from this. This type of behavior is unethical and illegal and should not be allowed to continue. This is just one of several complaints that I have with this organization.

The issue that I am most affected by at this time is the result I have had from receiving a full body Swedish massage three days ago from one of the massage therapists. After receiving my 60 minute massage I noticed a pain in my lower right back, which hadn't been there before receiving the massage treatment. I shrugged it off as it possibly being a temporary pain that I felt from the tightness that I had in that area finally being relieved. It has been three days since receiving that massage and each day the pain has been getting noticeably worse. I have barely been able to walk since yesterday because each step I take with my right leg shoots a wave of pain throughout my entire back/glutimus maximus area. I now have to schedule an appointment with a doctor for possible acupuncture or physical therapy to relieve the pain and I am very concerned with what type of damage has been done to my body because of that massage. Again, I have called Spa Castle numerous times to attempt to resolve the issue with their management staff but the front desk staff play a very good role in being gatekeepers and not offering any type of help or support to the customer. I would like my $120 massage cost to be reimbursed to me at the very least and for the company to pay for any future medical treatments I may have to receive due to this error. I would be more than happy to provide the company with any documentation from my doctor that is needed to prove that I am really in pain and not just trying to squeeze some money out of them. The payments don't even have to come directly to me, they can go directly to the doctor or physical therapy office depending on what results after my initial medical consultation. I am extremely upset with the level of customer service that is provided by this company at the [redacted] location and adamantly request that they do right by the customer for once and at the very least have the courtesy to accommodate me with a response providing a solution to rectify this issue.Desired Settlement: I would like a response from the Spa Castle management team in the form of an email providing me with some type of satisfactory solution to handle this situation. A refund in the amount of $120 for the massage I received should definitely be processed along with the offer to pay for any upcoming medical treatments I may have to receive due to the mistake that was made on my back during my massage.

Business

Response:

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.

Consumer

Response:

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:

Review: Dear Revdex.com,

I purchased a lot of Spa Castle Gift Certificates and used most of them. Today, I found there are two weekend pass I forgot to use, so I called them to check if I still can use that. They told me I can't to use that even that is expired less than 10 days. However, I checked 'GIFT CARDS AND GIFT CERTIFICATES STATUTES AND LEGISLATION' which you can find on [redacted] . I called them again, and let them know the policy. They keep telling me this only works for their Gift Card but not for my Gift Certificate.

Thanks,Desired Settlement: I think they at least did what like Groupon or [redacted] did. Firstly, it can not against low, Second, at least the amount paid should never expire and must continue to be honored by the merchant after the promotional value expires.

Business

Response:

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.

Review: I purchased 7 gift certificates for entry to the spa ($35 each). Apparently they expire after 3 months. They took $245.00 from me and will not allow me to use it. Gift certificates should not have an expiration date, let alone one after 3 months.

I have called several times and requested to speak to a [redacted] and each time I get put on hold and have left several messages.Desired Settlement: Either allow me to use them or refund my money.

Business

Response:

Revdex.com Response:

Case# [redacted]

Submitted

Electronically 7/ */2014

Good Afternoon [redacted],

Thank you for taking the time to communicate to us why your experience with us did not

meet your expectation. Spa 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 purchase. We 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 12 pack promotion tickets. Once you have received

this pack of 12 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 weeks. The 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 matter. However if the gift certificates indeed

stamped within in the 6 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 [redacted]

Consumer

Response:

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:

In NYS, gift certificates must be accepted for 5 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,

Business

Response:

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

Consumer

Response:

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,

Review: copies of emails sent. I have already tried to fix this :

[redacted] and [redacted]

###-###-####

05/**/2014

Dear [redacted] for The Spa Castle Dallas:

This letter is to complain about service(s)/experience(s) I recently received from The Spa Castle Dallas during my visit Saturday May **, 2014. Prior to arrival and pre-admittance to your establishment I read your description via the web which reports 24 hour access to the spa with paid admission and I even had my husband call to verify information before our travels (4 hours from our home in Oklahoma). My husband spoke with [redacted] via telephone to confirm FAQ’s. which by the way says nothing on your website page about leaving and not being granted readmission.

Quoted excerpts from your website :

“Because Spa Castle is “facility”-based, as opposed to the “service”-based day spa, we require an admission fee to enter. This fee gives you 24 hour access to our facilities: locker rooms, saunas, steam rooms, indoor and outdoor hydrotherapy spa pools, baths, lounge areas, and fitness center. Food, beverages, massages, and treatments are additional to this price and can be purchased using your electronic watch, as desired. Each visitor must pay an admission fee of $35 and $20 for children under 3 feet tall. Admission fee includes one pair of cotton shorts and a t-shirt, as well as use of available toiletries inside the locker room.”

Further Quoted on your website:

“Q: How long does my visit entitle me to? A: You will be allowed 24 hour access from the time you check-in. In the event that you do stay passed the 24 hour period, you will be charged an additional $35.”

The 4 hour trip my husband and I made from our residence in Oklahoma was based around the Spa Castle experience; in fact I was so excited I picked a hotel near your facility and drove directly to Spa Castle not even checking into my hotel first. I spent a few hours at your establishment and then needed to leave to check into my hotel and settle a few things; I proceeded to the front desk and explained I would be leaving to my hotel and would return within the 24 hour time frame; the person said no problem what is your room number; I explained I was not a guest of the [redacted] and they abruptly explained there would be zero readmission for me once I left. I explained that this is not what had been explained prior, yet they made no apologies, and did not offer any sort of resolution. Additionally the young lady at the counter could not offer me a contact such as a manager to help resolve the situation.

Next, I explained to my husband what was occurring when he came from the locker room. He approached a gentleman working the counter and again tried to explain our predicament. The Spa Castle employee then reported we were told at the time of our paid admission of the policies however the young lady that checked us in was standing there and admitted (once we asked her) that she had not. At that time the gentleman barked at us that we could have read it on our receipt. (Who reads the small print on their receipts on a regular basis, and why would we even feel this would be a necessity since we read your website diligently and even called your establishments to check for accuracy in our understanding of your policies).

I left Spa Castle last Saturday feeling disrespected and highly let down. I am requesting a full refund. If this cannot be settled at the personal level I will be in contact with the Revdex.com. I have further taken screen shots of everything listed on your webpages so there can be no discrepancies later on if you should happen to update your pages / information.

Sincerely,

[redacted] and [redacted]

I would like to add one further thing. I am asking for a full refund , but I also feel that you should know this is beyond money. This was a trip I had really looked forward to for a long while with my husband. I was excited to see your pretty facility and enjoy it with my spouse after 1.5 years of seperation. this was a trip planned; hours taken from our lives and work, etc. a 4 hour drive with gas money lodging cost etc. I feel you should take this into account ; I am so dissapointed and so let down by the whole experience. it was truly a black cloud over my vacation and to add to the insult I was talked down to by staff. Just a horrid experience and honestly I feel it may deserve a Revdex.com report.Desired Settlement: money back , and/or comped stay at hotel with spa access to justify wasted trip / time / money .

either is fine.

Business

Response:

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,

Consumer

Response:

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,

Consumer

Response:

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,

Review: WE scheduled the services and massages and each procedure was 10 min less for each procedure (we did 6 procedures and I have all receipts).We called the general manager [redacted] with that problem. Was so rude and told he can do nothing about that and left right away.Desired Settlement: I expect refund for $60 and apology from the management for not acceptable behavior of[redacted].

Consumer

Response:

At this time, I have not been contacted by Spa Castle New York regarding complaint ID [redacted].

Sincerely,

Review: This was my first time at spa castle and will be my last. I was not aware until I paid for the entrance fee that there was a part of the spa that I could not use unless I would get completely naked. I was not made aware of that fact before I paid for the spa fee. I went to the area that did not allow for bathing suits and I did not take mine off, that is when the [redacted] approached me. She stated that I had to take my clothes off. I told her that I was clearly uncomfortable and that it was not sanitary for me to get naked in a public establishment. She told me that I could not use that piece of the spa. I stated that I paid 50 dollars and if could not use a part of the spa I wanted my money back. She said that I should get dressed and go to the [redacted] in the front where he would give me a refund. Thus I got dressed and proceeded upstairs with all of my things. I spent a total of about 2 hours there including arguing with the [redacted] in the spa. Basically I was denied my refund and told that I could not exit unless I paid for the food that I purchased. I stated the I wanted my money back for the entrance fee and that I had no problem paying for the food purchased. Long story short I called the police to see if the situation could get sorted. There was nothing that could be done. The police suggested that I file a complaint against Spa Castle on the Revdex.com website and perhaps I would get some sort of a resolution. I was so disappointed and disgusted at my experience that I would never recommend or go that establishment ever again. They embarrassed me and lied to me. They didn't care to resolve the situation, all that they wanted was for me to pay my balance and leave.Desired Settlement: I want them to reimburse me my entrance fee.

Business

Response:

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.