Toronto Guy Posted December 22, 2017 #1 Share Posted December 22, 2017 Currently on Solstice. Spa is really unprofessional. Booked a treatment, showed up on time, they couldn’t find my booking, wait - then therapist blames me (twice) for being late and will have to shorten the treatment by half an hour as a result. This was clearly a tactic to get out of the special they had sold me at embarkation. I explained what happened and then they more or less proceed to basically call me a liar and mock me at the desk thinking I can’t hear what they’re saying. Needless to say I just walked out. Don’t need to pay a ridiculous price to be insulted by Spa staff. Link to comment Share on other sites More sharing options...
easyboy Posted December 22, 2017 #2 Share Posted December 22, 2017 Would have walked out too! Sent from my iPhone using Forums Link to comment Share on other sites More sharing options...
Cruise or Lose! Posted December 22, 2017 #3 Share Posted December 22, 2017 Do NOT let this go. That is unacceptable behaviour. Sent from my iPad using Tapatalk Link to comment Share on other sites More sharing options...
Nelsj099 Posted December 22, 2017 #4 Share Posted December 22, 2017 That sucks but they basically got everything they wanted. Sent from my iPhone using Tapatalk Link to comment Share on other sites More sharing options...
MEcruzr Posted December 22, 2017 #5 Share Posted December 22, 2017 When I get an offer I ask them to give me an appointment card... just write down my appointment date/time. Then I ask them to write down what I'm getting and the price. I take that card with me to my appointment. It helps a LOT when they start questioning what I'm there for... and the cost. It's not good that this is necessary, but it IS necessary. Link to comment Share on other sites More sharing options...
Going Coastal Posted December 22, 2017 #6 Share Posted December 22, 2017 I would suggest writing a note to the hotel director and leave it a guest services. What you wrote here was very articulate and if you send it to him he will be able to look into it some before getting back to you. He will probably be glad to know. Link to comment Share on other sites More sharing options...
Arzeena Posted December 22, 2017 #7 Share Posted December 22, 2017 Currently on Solstice. Spa is really unprofessional. Booked a treatment, showed up on time, they couldn’t find my booking, wait - then therapist blames me (twice) for being late and will have to shorten the treatment by half an hour as a result. This was clearly a tactic to get out of the special they had sold me at embarkation. I explained what happened and then they more or less proceed to basically call me a liar and mock me at the desk thinking I can’t hear what they’re saying. Needless to say I just walked out. Don’t need to pay a ridiculous price to be insulted by Spa staff. That is very unprofessional. I hope they did not charge you for this. Keep checking your on board account. Link to comment Share on other sites More sharing options...
Toronto Guy Posted December 22, 2017 Author #8 Share Posted December 22, 2017 Yeah I should follow up but I really don’t want to spend vacay arguing a point. I think people should just be aware and spend their dollars elsewhere. Link to comment Share on other sites More sharing options...
Cruise or Lose! Posted December 22, 2017 #9 Share Posted December 22, 2017 But posting it here doesn’t solve the problem for future cruisers. Nor does it send a message that the behaviour should not be tolerated. Please take 30 seconds and write the note. Sent from my iPad using Tapatalk Link to comment Share on other sites More sharing options...
Rare hcat Posted December 22, 2017 #10 Share Posted December 22, 2017 They are pulling this attempted scam more frequently...sorry you had issues but many folks do! IMO, they are not up to CR standards on Celeb ships.. Always get the person selling u the booking to put in details, times, rates etc in writing and initial it.. Even after you catch them at this game, they are pout faced... Celeb may as well get Steiner back... They had better prices, nicer treatments and products which I still buy online.. Link to comment Share on other sites More sharing options...
Wine-O Posted December 22, 2017 #11 Share Posted December 22, 2017 Ask to speak to the Hotel Director. The Spa people are contractors on board the ship. My wife had a problem, and when she threatened to get the Hotel Director involved, problem solved. Link to comment Share on other sites More sharing options...
Nelsj099 Posted December 22, 2017 #12 Share Posted December 22, 2017 If you are still on board don’t pay for that go to the guest service desk and get it sorted. Sent from my iPhone using Tapatalk Link to comment Share on other sites More sharing options...
Rare Keith1010 Posted December 22, 2017 #13 Share Posted December 22, 2017 Sorry to hear about your experience. Keith Link to comment Share on other sites More sharing options...
Beanb41 Posted December 22, 2017 #14 Share Posted December 22, 2017 Cant understand why you are posting here before you have resolved or at least tried to resolve the issue. There are senior staff eg the Hotel Director for one who should be advised and given time to try and rectify the situation. Whilst I agree that the service at the spa appears to be substandard stop complaining here in CC and do something to seek rectification. You may be surprised at the outcome. I cannot for the life of me understand why people use forums like this to bellyache and complain before going through the appropriate steps with senior management to rectify a complaint. If the complaint cant be resolved satisfactorily then by all means come here but until ..................... Link to comment Share on other sites More sharing options...
Toronto Guy Posted December 22, 2017 Author #15 Share Posted December 22, 2017 Cant understand why you are posting here before you have resolved or at least tried to resolve the issue. There are senior staff eg the Hotel Director for one who should be advised and given time to try and rectify the situation. Whilst I agree that the service at the spa appears to be substandard stop complaining here in CC and do something to seek rectification. You may be surprised at the outcome. I cannot for the life of me understand why people use forums like this to bellyache and complain before going through the appropriate steps with senior management to rectify a complaint. If the complaint cant be resolved satisfactorily then by all means come here but until ..................... please feel free to ignore my bellyaching. Link to comment Share on other sites More sharing options...
excitedofharpenden Posted December 22, 2017 #16 Share Posted December 22, 2017 I would suggest writing a note to the hotel director and leave it a guest services. What you wrote here was very articulate and if you send it to him he will be able to look into it some before getting back to you. He will probably be glad to know. That is exactly what I'd do. Phil Link to comment Share on other sites More sharing options...
excitedofharpenden Posted December 22, 2017 #17 Share Posted December 22, 2017 Ask to speak to the Hotel Director. The Spa people are contractors on board the ship. My wife had a problem, and when she threatened to get the Hotel Director involved, problem solved. The other thing is that they may have had issues like this before and it's just the ammo they need Phil Link to comment Share on other sites More sharing options...
Jade13 Posted December 22, 2017 #18 Share Posted December 22, 2017 Ask to speak to the Hotel Director. The Spa people are contractors on board the ship. My wife had a problem, and when she threatened to get the Hotel Director involved, problem solved. Good it was resolved, but she still had to deal with these people getting her treatment and than seeing them around the ship. It sounds like Steiner was so much better. HAL still uses them as well as their products in all category staterooms. I preferred the Steiner shampoo and sharp shower gel over what is being used now (at least in the non suite staterooms). Sent from my iPhone using Forums Link to comment Share on other sites More sharing options...
Jade13 Posted December 22, 2017 #19 Share Posted December 22, 2017 They are pulling this attempted scam more frequently...sorry you had issues but many folks do! IMO, they are not up to CR standards on Celeb ships.. Celeb may as well get Steiner back... They had better prices, nicer treatments and products which I still buy online.. What is the scam? Is it like a bait and switch? Sell you one treatment and then tell you it’s not available and/or try to upsell you? Sent from my iPhone using Forums Link to comment Share on other sites More sharing options...
Rare chemmo Posted December 22, 2017 #20 Share Posted December 22, 2017 The other thing is that they may have had issues like this before and it's just the ammo they need Phil Agree....We have rarely had issues on X but when we have we have reported them to the appropriate manager and given X the opportunity to resolve...Not only do we usually then end up happy because we no longer have an issue it gives the management team feedback on possible training or personnel issues. Toronto Guy....I honestly feel this will leave a ‘sour’ feeling about your cruise if you do not take this further. Your treatment was not acceptable.... Link to comment Share on other sites More sharing options...
Sam Ting Posted December 22, 2017 #21 Share Posted December 22, 2017 Currently on Solstice. Spa is really unprofessional. Booked a treatment, showed up on time, they couldn’t find my booking, wait - then therapist blames me (twice) for being late and will have to shorten the treatment by half an hour as a result. This was clearly a tactic to get out of the special they had sold me at embarkation. I explained what happened and then they more or less proceed to basically call me a liar and mock me at the desk thinking I can’t hear what they’re saying. Needless to say I just walked out. Don’t need to pay a ridiculous price to be insulted by Spa staff. Thanks for posting. The wife and I were considering going to the spa on our upcoming cruise. I think we will steer clear now. Too much drama. Link to comment Share on other sites More sharing options...
Rare hcat Posted December 22, 2017 #22 Share Posted December 22, 2017 What is the scam? Is it like a bait and switch? Sell you one treatment and then tell you it’s not available and/or try to upsell you? Sent from my iPhone using Forums The drill is quite simple.. They sell you a treatment for one price..usually with a port pricing discount past the am cutoff time because they want to make the sale When you arrive they say it does not apply...but you have your card with initials saying price would apply Or they put the agreed time on the card but enter something else in their computer, or they call ahead asking if they could adjust your appt time to help them out....all variations which would negate the agreed upon discounted price, unless you have it in writing,,, I observed them arguing this with others...last cruise it was with a couple already in their spa robes who agreed to a time adjustment only to be denied orig agreed price. They were livid, I was next.The the silly part is the person who sold me the services just a few days ahead, said it would not apply had get the mgr etc.. In my opinion, it happens too often to be incompetence or error. Leaves a bad taste...I always reconfirm price before going in the back! . Our last 2 cruises have been on Infinity...no complaint about the services themselves, but they have also introduce the attempted hard sell of products, Hoping the EDGE spa is more like CR on land.,,. Link to comment Share on other sites More sharing options...
gerelmx Posted December 22, 2017 #23 Share Posted December 22, 2017 X concession the service to a canyon ranch? Link to comment Share on other sites More sharing options...
Can'tstopcruising Posted December 22, 2017 #24 Share Posted December 22, 2017 Wow! I am an avid Spa fan and I have never experienced this. But now I will be on the look-out. Thanks for the warning. Link to comment Share on other sites More sharing options...
Bo1953 Posted December 22, 2017 #25 Share Posted December 22, 2017 Currently on Solstice. Spa is really unprofessional. Booked a treatment, showed up on time, they couldn’t find my booking, wait - then therapist blames me (twice) for being late and will have to shorten the treatment by half an hour as a result. This was clearly a tactic to get out of the special they had sold me at embarkation. I explained what happened and then they more or less proceed to basically call me a liar and mock me at the desk thinking I can’t hear what they’re saying. Needless to say I just walked out. Don’t need to pay a ridiculous price to be insulted by Spa staff. t - not acceptable. My next request would have been for the Spa Manager, if no satisfaction there, either Captains Club or Hotel Manager would have seen me and it would be made clear that you expect to receive the service you wanted... In fact, I would have them come with me to make sure that the staff knew I meant business and wanted the service requested.... Enjoy the rest of your sailing and do take this higher.... after all, it is your vacation and it needs to be enjoyable. bon voyage Link to comment Share on other sites More sharing options...
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