I received your letter of complaint filed by [redacted].As is generally the case, perceptions of the events in question are quite disparate. Thus, please find a detailed account from Ms. [redacted] who had a great deal of personal interaction with Ms. [redacted].I believe Woodhouse Spa operated...
appropriately and took every measure to ensure Ms. [redacted] was compensated for any shortcomings in offerings or services.Thus, I feel Ms. [redacted] has no basis for further remuneration and consider this matter resolved. In response to complaint made by [redacted] to Revdex.com on 9/12/15:I, [redacted], was the spa representative who spoke to Ms. [redacted] on several occasions before coming in for her nail services on 7/22/15 as well as after those services had been completed. Below you will find the timeline of those interactions.[redacted] was originally scheduled for a manicure and pedicure on 07/21/15 at 5pm and 6pm. It was brought to my attention by a member of the spa staff that the appointments were booked incorrectly on the schedule. The staff member who was booked with those services is an esthetician and is unable to perform nail services, as she is only licensed to perform facial services. As soon as this matter was brought to my attention, I called the guest who scheduled such services, [redacted], to let her know of this inconvenience. When I called her initially, she did not answer, so I left a voicemail letting her know who I was, where I was calling from, and provided information letting her know that the services she booked with us were scheduled incorrectly and to give me a call back as soon as possible so that I could rectify the issue and reschedule those services if possible. Ms. [redacted] did return my phone call and I reiterated the fact that the services were scheduled incorrectly on our part and that I was terribly sorry for the inconvenience. Unfortunately, we did not have any available nail services for the remainder of that day, but I did offer to get her in for a different type of service and even offered to get her a complimentary upgrade due to the inconvenience. She thought about opting to receive another service, but did let me know that she was really set on receiving those nail services. I apologized again for not having any other available times that evening as she requested, but that I was more than happy to check for appointment times in the morning. She stated that they would be driving back Austin that afternoon, so if we were able to get her in for an appointment, it would need to be some time in the morning, as to not interfere with their plans to drive back home. When I looked at the schedule, I did notice that we had a 10am opening for one nail service. I explained to Ms. [redacted] that I only had availability to get her in for one nail service, either the manicure OR pedicure, but I would do my best over the course of the next few hours to try and open up that availability so that we could get her both nail services. Later that day, we had a cancellation come through from another guest and it just so happened to be a nail service at 9am. I called Ms. [redacted] back again, apologizing for having to call her back so many times, to let her know that I had this nail service open up for the following day so that she could receive BOTH nail services after all. She seemed happy that we were able to accommodate her, despite her not being able to come in the day before.When Ms. [redacted] arrived the following day for her appointments, she was scheduled with [redacted] (my well seasoned, most experienced nail technician) who was in fact supposed to work that day as [redacted] is always on the schedule on Wednesdays. After services were completed, I made sure to be up at the desk to make sure Ms. [redacted] had a great experience. Upon check-out of services, I made sure to ask how the services went (as we make sure to ask all of our Woodhouse guests). If a guest responds with anything other than "great" or "fantastic" we make sure to ask them if there is anything we could have done better to help enhance their experience for the next time they are in, or what we can do to make their current experience right (refund, partial refund, discount, etc...). At no point during this conversation with Ms. [redacted] while checking her out for services did she mention any issue with the services she had just received. During the check out process, we always inform guests that for their convenience, we usually include an 18% gratuity to their bill, but that they are more than welcome to adjust that amount should they feel something else to be appropriate. In no way is this amount MANDATORY on the guest's end, and because they are able to adjust it, they are able to do so in either direction (more than 18% or less than 18%). Ms. [redacted] confirmed that including the 18% would be okay. She stated in the letter to Revdex.com that she was forced to pay an additional 25% gratuity to her nail technician. That is not an accurate statement, as a copy of her receipt and register history in our system states that she was only charged the 18% to the total of her services. Services charged were for $55 (manicure) and $75 (pedicure), making the gratuity added on to be $23.40 (18%).I received a "Contact Us" Form via email from Ms. [redacted] on 7/29/15 with the following:[redacted] and I were given a gift for two nights stay at La Cantera, along with one-hundred dollars per day spending allowance, so we drove down from Austin for the final touch to our thirty-eighth anniversary. We experienced a small problem checking in and one with our room on the first night due to the noise from children, both were taken care of promptly. I called the Spa on 07/20/15 to schedule myself a Manicure and Pedicure, one was made through [redacted] for the following day 07/21/15 at 5:30pm, I received a message stating some over site in booking and there was NO opening for that time or anything for that matter and if I wanted to make an appointment for a massage they could possibly accommodate me. I really wanted the Mani-Pedi but had I known then, what I know now, I would have taken [redacted] up on her offer. At any rate the following day, I was called several times throughout the day and was finally given an appointment for a Mani-Pedi on 07/22/15 at 9:30AM. I filled out the paperwork, waited in the backroom for [redacted], which seemed like forever. [redacted] did my feet first which still looks nice today 07/28/15 but my fingers look terrible!!! The polish only lasted three days and that was with using gloves. I am not sure WHAT she sprayed on them, it came from a white can, but the other day while cutting up some veggies, I knicked my left index finger and bite off a small piece of nail and it tasted NASTY!!! Very toxic, it left my lip and tip of my tongue tingle with disgust. I am very disappointed with the looks of my nails. Also, I was told in the very beginning that there would be an 18% gratuity charge and that the Technician only receives a percentage of that, so I gave [redacted] $25.00 cash tip and was only told upon closing out at the Front Desk that the 18% gratuity in the Spa could be adjusted. Well... It appeared like [redacted] had been a little put out to do the services requested that I made no adjustments but feel missed treated in the whole thing, from beginni ng to end. I know time changes all things, so here's hoping La Cantera will run a lot smoother in the future and the Staff will welcomes All visitors to have a great time and enjoy the beautiful property and services.Thank you,[redacted] and [redacted]I contacted Ms. [redacted] to let her know that I received her email and to of course apologize for the inconvenience. I was displeased to hear that her nail services were not up to par, considering she never mentioned anything upon check-out of services. I do realize that things happen after guests leave the spa. I did let her know that I felt terrible for the entire experience from start to finish (she was inconvenienced when we had to schedule her nail services for the following day and could not get in when she initially wanted to) and so I offered to either refund the amount of the manicure on the card that was used to pay for services, which was $55, OR I would be more than happy to send her a gift card for the amount of the $55 so that she could either come back to see us here at our location, or use that gift card in Austin where they currently reside. After I gave her these few options, she told me to please "hold" so that she could consult with her husband about the matter to see what would work better for them. After about 30 seconds, she came back on the phone and said that she spoke with her husband and he would prefer to have the amount refunded onto the card he used to pay for services, which was fine considering I offered them that option. I let her know that I would be refunding the manicure back to the card used to pay for services, but on top of that, I would like for her to come back in the next time she was here to receive a re-do so that she can get another manicure to make up for the bad experience. She thanked me and insisted that I did not have to do this, but I insisted that we would be more than happy to considering it seemed to be a bad experience from the very beginning for her. She said that she really appreciated my efforts and I was very kind. I let her know that it may take 5-7 business days for that refund to go through, but to get back in touch with me if she did not see that reflected. I did also let Ms. [redacted] know to go a head and get back in touch with me just as soon as she could find the time so that we could get her in for this re-do of the manicure that she did not feel was completed correctly.As soon as I got off the phone with Ms. [redacted], I contacted our Accounting department here at the hotel to have them help me out with processing this refund for Ms. [redacted]. I spoke to [redacted] from Accounting and let him know that I needed assistance with processing a refund for a guest. I gave him the guest's last name, as well as the amount I wanted refunded ($55). I told him to attach with the refund notes stating that the spa was refunding this particular amount for a manicure that Ms. [redacted] received. [redacted] said he would take care of the refund. Phone call ended. Not even two minutes later, [redacted] called me back at the spa and let me know that he physically was UNABLE to refund the $55 for the manicure because apparently the [redacted]'s had a terrible experience all around and majority of their hotel stay and expenses were refunded ALREADY prior to me making this phone call to him. He said that the only amount left to refund was for the amount of $26. I asked him to go a head and of course refund that amount back to Mr. [redacted]'s card. So at the end of the day, all of the [redacted]'s expenses (including the manicure AND pedicure—which was not supposed to be refunded) were put back onto the card that Mr. [redacted] used to pay for services/expenses.At the beginning of August, Ms. [redacted] attempted to contact me here at the spa, but instead spoke to [redacted] who works at the front of the hotel. Ms. [redacted] finally contacted the spa directly and spoke to [redacted] (concierge) who let her know that I would return to work on that following Sunday. When I arrived on that following Sunday, I called Ms. [redacted] (the number I called was her cell phone that she provided) and was unable to reach her. I left her a voicemail letting her know that I was following up and I apologized about the delay in getting back with her since I was not in the office at the time she called. I let her know that I wanted to of course get this taken care of for her and to please call me back at her earliest convenience. I did not and have not heard anything from Ms. [redacted] since then. The refund was processed on the side of Accounting and was again, processed for the ENTIRE amount of their stay (which did include BOTH of her nail services she received, even though the manicure was to be the only service refunded).Ms. [redacted] stated in her complaint that she was offered to have the manicure refunded (which did occur) AND was also offered a $55 credit to be used toward a service of her choice. As far as the $55 credit, that was ONLY to be used toward a re-do manicure, as I stated that in the initial phone call when I called her to offer my apologies and get things refunded for her. All in all, Ms. [redacted] was refunded the manicure and pedicure AND the rest of her hotel stay with us here at La Cantera AND was offered to come back at a time of her choosing to receive a COMPLIMENTARY manicure (even though she was already refunded the manicure back to her card). We did not follow back up with her after this, as it was assumed the situation was resolved.
I received your letter of complaint filed by [redacted].As is generally the case, perceptions of the events in question are quite disparate. Thus, please find a detailed account from Ms. [redacted] who had a great deal of personal interaction with Ms. [redacted].I believe Woodhouse Spa operated...
appropriately and took every measure to ensure Ms. [redacted] was compensated for any shortcomings in offerings or services.Thus, I feel Ms. [redacted] has no basis for further remuneration and consider this matter resolved. In response to complaint made by [redacted] to Revdex.com on 9/12/15:I, [redacted], was the spa representative who spoke to Ms. [redacted] on several occasions before coming in for her nail services on 7/22/15 as well as after those services had been completed. Below you will find the timeline of those interactions.[redacted] was originally scheduled for a manicure and pedicure on 07/21/15 at 5pm and 6pm. It was brought to my attention by a member of the spa staff that the appointments were booked incorrectly on the schedule. The staff member who was booked with those services is an esthetician and is unable to perform nail services, as she is only licensed to perform facial services. As soon as this matter was brought to my attention, I called the guest who scheduled such services, [redacted], to let her know of this inconvenience. When I called her initially, she did not answer, so I left a voicemail letting her know who I was, where I was calling from, and provided information letting her know that the services she booked with us were scheduled incorrectly and to give me a call back as soon as possible so that I could rectify the issue and reschedule those services if possible. Ms. [redacted] did return my phone call and I reiterated the fact that the services were scheduled incorrectly on our part and that I was terribly sorry for the inconvenience. Unfortunately, we did not have any available nail services for the remainder of that day, but I did offer to get her in for a different type of service and even offered to get her a complimentary upgrade due to the inconvenience. She thought about opting to receive another service, but did let me know that she was really set on receiving those nail services. I apologized again for not having any other available times that evening as she requested, but that I was more than happy to check for appointment times in the morning. She stated that they would be driving back Austin that afternoon, so if we were able to get her in for an appointment, it would need to be some time in the morning, as to not interfere with their plans to drive back home. When I looked at the schedule, I did notice that we had a 10am opening for one nail service. I explained to Ms. [redacted] that I only had availability to get her in for one nail service, either the manicure OR pedicure, but I would do my best over the course of the next few hours to try and open up that availability so that we could get her both nail services. Later that day, we had a cancellation come through from another guest and it just so happened to be a nail service at 9am. I called Ms. [redacted] back again, apologizing for having to call her back so many times, to let her know that I had this nail service open up for the following day so that she could receive BOTH nail services after all. She seemed happy that we were able to accommodate her, despite her not being able to come in the day before.When Ms. [redacted] arrived the following day for her appointments, she was scheduled with [redacted] (my well seasoned, most experienced nail technician) who was in fact supposed to work that day as [redacted] is always on the schedule on Wednesdays. After services were completed, I made sure to be up at the desk to make sure Ms. [redacted] had a great experience. Upon check-out of services, I made sure to ask how the services went (as we make sure to ask all of our Woodhouse guests). If a guest responds with anything other than "great" or "fantastic" we make sure to ask them if there is anything we could have done better to help enhance their experience for the next time they are in, or what we can do to make their current experience right (refund, partial refund, discount, etc...). At no point during this conversation with Ms. [redacted] while checking her out for services did she mention any issue with the services she had just received. During the check out process, we always inform guests that for their convenience, we usually include an 18% gratuity to their bill, but that they are more than welcome to adjust that amount should they feel something else to be appropriate. In no way is this amount MANDATORY on the guest's end, and because they are able to adjust it, they are able to do so in either direction (more than 18% or less than 18%). Ms. [redacted] confirmed that including the 18% would be okay. She stated in the letter to Revdex.com that she was forced to pay an additional 25% gratuity to her nail technician. That is not an accurate statement, as a copy of her receipt and register history in our system states that she was only charged the 18% to the total of her services. Services charged were for $55 (manicure) and $75 (pedicure), making the gratuity added on to be $23.40 (18%).I received a "Contact Us" Form via email from Ms. [redacted] on 7/29/15 with the following:[redacted] and I were given a gift for two nights stay at La Cantera, along with one-hundred dollars per day spending allowance, so we drove down from Austin for the final touch to our thirty-eighth anniversary. We experienced a small problem checking in and one with our room on the first night due to the noise from children, both were taken care of promptly. I called the Spa on 07/20/15 to schedule myself a Manicure and Pedicure, one was made through [redacted] for the following day 07/21/15 at 5:30pm, I received a message stating some over site in booking and there was NO opening for that time or anything for that matter and if I wanted to make an appointment for a massage they could possibly accommodate me. I really wanted the Mani-Pedi but had I known then, what I know now, I would have taken [redacted] up on her offer. At any rate the following day, I was called several times throughout the day and was finally given an appointment for a Mani-Pedi on 07/22/15 at 9:30AM. I filled out the paperwork, waited in the backroom for [redacted], which seemed like forever. [redacted] did my feet first which still looks nice today 07/28/15 but my fingers look terrible!!! The polish only lasted three days and that was with using gloves. I am not sure WHAT she sprayed on them, it came from a white can, but the other day while cutting up some veggies, I knicked my left index finger and bite off a small piece of nail and it tasted NASTY!!! Very toxic, it left my lip and tip of my tongue tingle with disgust. I am very disappointed with the looks of my nails. Also, I was told in the very beginning that there would be an 18% gratuity charge and that the Technician only receives a percentage of that, so I gave [redacted] $25.00 cash tip and was only told upon closing out at the Front Desk that the 18% gratuity in the Spa could be adjusted. Well... It appeared like [redacted] had been a little put out to do the services requested that I made no adjustments but feel missed treated in the whole thing, from beginni ng to end. I know time changes all things, so here's hoping La Cantera will run a lot smoother in the future and the Staff will welcomes All visitors to have a great time and enjoy the beautiful property and services.Thank you,[redacted] and [redacted]I contacted Ms. [redacted] to let her know that I received her email and to of course apologize for the inconvenience. I was displeased to hear that her nail services were not up to par, considering she never mentioned anything upon check-out of services. I do realize that things happen after guests leave the spa. I did let her know that I felt terrible for the entire experience from start to finish (she was inconvenienced when we had to schedule her nail services for the following day and could not get in when she initially wanted to) and so I offered to either refund the amount of the manicure on the card that was used to pay for services, which was $55, OR I would be more than happy to send her a gift card for the amount of the $55 so that she could either come back to see us here at our location, or use that gift card in Austin where they currently reside. After I gave her these few options, she told me to please "hold" so that she could consult with her husband about the matter to see what would work better for them. After about 30 seconds, she came back on the phone and said that she spoke with her husband and he would prefer to have the amount refunded onto the card he used to pay for services, which was fine considering I offered them that option. I let her know that I would be refunding the manicure back to the card used to pay for services, but on top of that, I would like for her to come back in the next time she was here to receive a re-do so that she can get another manicure to make up for the bad experience. She thanked me and insisted that I did not have to do this, but I insisted that we would be more than happy to considering it seemed to be a bad experience from the very beginning for her. She said that she really appreciated my efforts and I was very kind. I let her know that it may take 5-7 business days for that refund to go through, but to get back in touch with me if she did not see that reflected. I did also let Ms. [redacted] know to go a head and get back in touch with me just as soon as she could find the time so that we could get her in for this re-do of the manicure that she did not feel was completed correctly.As soon as I got off the phone with Ms. [redacted], I contacted our Accounting department here at the hotel to have them help me out with processing this refund for Ms. [redacted]. I spoke to [redacted] from Accounting and let him know that I needed assistance with processing a refund for a guest. I gave him the guest's last name, as well as the amount I wanted refunded ($55). I told him to attach with the refund notes stating that the spa was refunding this particular amount for a manicure that Ms. [redacted] received. [redacted] said he would take care of the refund. Phone call ended. Not even two minutes later, [redacted] called me back at the spa and let me know that he physically was UNABLE to refund the $55 for the manicure because apparently the [redacted]'s had a terrible experience all around and majority of their hotel stay and expenses were refunded ALREADY prior to me making this phone call to him. He said that the only amount left to refund was for the amount of $26. I asked him to go a head and of course refund that amount back to Mr. [redacted]'s card. So at the end of the day, all of the [redacted]'s expenses (including the manicure AND pedicure—which was not supposed to be refunded) were put back onto the card that Mr. [redacted] used to pay for services/expenses.At the beginning of August, Ms. [redacted] attempted to contact me here at the spa, but instead spoke to [redacted] who works at the front of the hotel. Ms. [redacted] finally contacted the spa directly and spoke to [redacted] (concierge) who let her know that I would return to work on that following Sunday. When I arrived on that following Sunday, I called Ms. [redacted] (the number I called was her cell phone that she provided) and was unable to reach her. I left her a voicemail letting her know that I was following up and I apologized about the delay in getting back with her since I was not in the office at the time she called. I let her know that I wanted to of course get this taken care of for her and to please call me back at her earliest convenience. I did not and have not heard anything from Ms. [redacted] since then. The refund was processed on the side of Accounting and was again, processed for the ENTIRE amount of their stay (which did include BOTH of her nail services she received, even though the manicure was to be the only service refunded).Ms. [redacted] stated in her complaint that she was offered to have the manicure refunded (which did occur) AND was also offered a $55 credit to be used toward a service of her choice. As far as the $55 credit, that was ONLY to be used toward a re-do manicure, as I stated that in the initial phone call when I called her to offer my apologies and get things refunded for her. All in all, Ms. [redacted] was refunded the manicure and pedicure AND the rest of her hotel stay with us here at La Cantera AND was offered to come back at a time of her choosing to receive a COMPLIMENTARY manicure (even though she was already refunded the manicure back to her card). We did not follow back up with her after this, as it was assumed the situation was resolved.