My family and I decided to book four massages to celebrate my mothers 60th birthday while we were staying in Harrison. We arrived for our massages 15 minutes early, only to be seated in a busy reception area in our street clothes. None of the members of our group are new to spa experiences, in fact we have enjoyed wonderful experiences at world renowned spas like the Wickaninnish Resort and the Sahra Spa and Hammam at the Cosmopolitan hotel in Las Vegas. Our massage therapists came and whisked us away and had us change in our small massage rooms. This was surprising for us as "normally" you are taken into a change room, given robes and sandals, while you wait in a calm and serene environment. I have to say our masseuses were wonderful, two of us had truly the best massages we have ever had. After our massages we were told to put on our robes and utilize the hot pools. For three of us this was appealing, however one of the members of our group didn't want to swim and had no option but to put her clothes back on in her massage room. There are no change room facilities for male or female guests to go after their treatments to unwind, shower, change and/or freshen up. This was shocking!
We enjoyed the pools and decided it was time to head back to our suites. When we entered the only area available to freshen up we were appalled. The small female change room was packed with women and was in total disarray. There were dirty towels on the floor everywhere, hair on the floors and one small shower for a large facility such as this resort. One member of our group went to use the washroom and the toilet over flowed on her. You could only imagine the magnitude of horror and disgust on her face as she was standing in a pile of dirty toilet water (this part of the story is no way at all being exaggerated). Is this really how a first class resort expects it's Spa clients to end off their treatment experience? We decided as a group to make the front reception at the spa aware of the situation in the women's change room. We did not raise our voices or get angry with the staff, however one of the ladies kept shushing us as other guests were checking in for their treatments. To be shushed as grown adults when none of us was getting irate or raising our voices is peculiar behaviour for front-end staff.
Since the reception did nothing to make the situation better we decided that perhaps the management staff be notified of the appalling lack of cleanliness in the change room. The manager "Blake" listened to our story and apologized many times but that was it. We had no intention of taking the situation further but you must understand that it left a bad taste in our mouths and was not the wonderful birthday experience we were seeking for my moms 60th birthday. Perhaps management should have offered us some further compensation for such an awful experience? When you spend over $600 for treatments at a "world renowned spa" you do expect some level of customer service. Perhaps you will think twice about making a reservation at the spa having read what we experienced!
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