Waterman's Surfside Grille

To Whom It May Concern: We are familiar with the complaint alleged by the gentleman [redacted] [redacted] who patronized our business, SoJo Spa Club, on the date of October 23, A representative of our Guest Relations Team indeed responded to his email that same day offering an apology and a clarification of what he saw which was a large sign over an area that used to be a cafe and is currently undergoing renovation to be converted into the future salt sauna - the next paragraph explains further in detail A copy of the e-mail response is attached as a PDF as proof Mr [redacted] original complaint, alleging that our salt sauna and our charcoal sauna is closed, comes from a sign in an area that is under renovation that he misinterpretedThe sign hangs in front of where the future salt sauna will be located However, just around the corner from that area, clearly labeled, is the current salt sauna and the current charcoal sauna Both have been open since our grand opening earlier this year in January and have never closed They are still currently open for all of our patrons to enjoyMr [redacted] immediately brushed off apology and indicated that he put a 1-star Yelp review about his complaint I have attached a copy of his email response as well as our response to him from our Business Yelp account, once again reiterating that our charcoal sauna and salt sauna are both openIt seems that at no point did Mr [redacted] refer to our floor guide, which is available to all of our patrons to use, nor did he inquire with any of our staff for help or clarification at any point of his stay We are not able to grant any relief sought by this patron, Mr [redacted] , as everything in his complaint that he alleges is categorically untrueI have also attached recent posts on our social media that references our saunas as attachments as well Kindly let us know if there is anything further you may need from us to close this complaintWarmest Regards, [redacted] ***General Affairs ManagerSoJo Spa Club

To Whom It May Concern: We are familiar with the complaint alleged by the gentleman *** *** who patronized our business, SoJo Spa Club, on the date of October 23, 2017. A representative of our Guest Relations Team indeed responded to his email that same day offering an
apology and a clarification of what he saw which was a large sign over an area that used to be a cafe and is currently undergoing renovation to be converted into the future salt sauna - the next paragraph explains further in detail . A copy of the e-mail response is attached as a PDF as proof. Mr*** original complaint, alleging that our salt sauna and our charcoal sauna is closed, comes from a sign in an area that is under renovation that he misinterpretedThe sign hangs in front of where the future salt sauna will be located. However, just around the corner from that area, clearly labeled, is the current salt sauna and the current charcoal sauna. Both have been open since our grand opening earlier this year in January and have never closed. They are still currently open for all of our patrons to enjoy. Mr*** immediately brushed off apology and indicated that he put a 1-star Yelp review about his complaint. I have attached a copy of his email response as well as our response to him from our Business Yelp account, once again reiterating that our charcoal sauna and salt sauna are both open. It seems that at no point did Mr*** refer to our floor guide, which is available to all of our patrons to use, nor did he inquire with any of our staff for help or clarification at any point of his stay. We are not able to grant any relief sought by this patron, Mr***, as everything in his complaint that he alleges is categorically untrue. I have also attached recent posts on our social media that references our saunas as attachments as well. Kindly let us know if there is anything further you may need from us to close this complaint. Warmest Regards,*** ***General Affairs ManagerSoJo Spa Club

To Whom It May Concern:As a response to Mr*** first paragraph - we acknowledge that the original e-mail we sent could have been clearer. The original email, which was sent from me from the *** email address, was meant to clarify that all of our existing saunas are open and the listing of all the other saunas that are open were to iterate that all our amenities on that floor in addition to the salt and charcoal sauna have been open and functional since opening. To reiterate, and clarify, all existing saunas, including the charcoal and salt sauna have existed since the opening and have never been closed and never been moved. This continues to be true to this day, November 3, 2017.As mentioned in my previous email, and as a response to the content of Mr*** second paragraph, the area of the future salt sauna exists where Cafe used to be located. If following the floor guide in the correct orientation, all of the sauna rooms and therapy rooms are correctly labeled. How Mr*** is interpreting in the floor guide, assuming that it is showing the future layout, is incorrect. We did not notify anyone that anything was relocated because nothing had yet been relocated. Once again, any of our staff members could have assisted Mr*** at any point of his visit.I will reiterate that our floor guide of our amenities continues to be accurate. We extend our apologies if Mr*** referred to the floor guide but it is clear that he was unable to interpret it correctly. We are sorry he was unable to have the experience he wanted but are concerned that he did not deem it necessary to inquire about this at any point of his stay and waited until well after he ended his visit with us to raise this concern.Warmest Regards,Jennie K**General Affairs ManagerSoJo Spa Club

Please note that, I did call Ms***, left a voice message and followed up with an email to invite her and boyfriend back to SoJo Spa Club

Complaint: ***
I am rejecting this response because: To begin with, when I originally emailed the Sojo Spa, I specifically stated that the Charcoal Sauna and the Sea Salt Sauna were unavailable. An unknown person from The Sojo Spa replied, stating that their existing saunas are open on the other side of the wall. The unknown person's response never specified that the Charcoal Sauna or the Sea Salt sauna were open, merely their "existing saunas" are open, but never states which saunas they are referring to Only when Ms*** responded to my review on *** did she state for the first time that the Charcoal and Salt Saunas were openI appears as though the Sojo Spa is changing their storyA copy of these emails are attached Secondly, Ms*** incorrectly states that I never referred to their floor guideWhen I did in fact refer to their floor guideA copy of their own floor guide is attachedI went to the place within the Spa, where their own floor guide states salt sauna and charcoal saunas are located, and all I saw was that these saunas were under constructionTheir own floor plan shows only where the Sauna will be once the construction is complete, and not where it is currently locatedThe Sojo spa did not provide a current accurate floor planThere were also no signs stating that these saunas are currently located in another part of the spaNo where does it state that the Charcoal and salt saunas are located on the other side of the wallThere are also no signs stating the Charcoal Sauna and Salt Sauna remain open during constructionThere is also no notice on the Sojo Spa's website that these saunas have been relocated, or that they remain open during constructionIn addition, I made a reservation in advance of my visit to the Sojo SpaI received a reservation confirmation by email, and no where in my confirmation does it state that these saunas have been relocated or that they remain open during renovationA copy of my advance reservation is attachedAs a first time visitor to the Sojo Spa, I had no way of knowing that the Charcoal and Salt saunas were relocated and open I hope that Ms*** reconsiders, and will offer at least a partial refundThey had a duty to notify customers that these saunas were open during renovation, and that they have been temporarily relocatedThe Sojo Spa had opportunities to notify customers that these saunas have been relocated by posting signs were the construction is taking place, giving customers an accurate floor plan of where the Sea Sauna and Charcoal Sauna are currently located, and not a floor plan where these saunas will be once the renovation is completeThey could have also let customers know these saunas have been re located in the reservation confirmation, as well as on their websiteHad they given customers proper notice, then I could have enjoyed both the Salt and Charcoal SaunasI did not get to enjoy what was advertised. Very truly yours,*** ***
Regards,
*** ***