I've visited the Ojai Valley Inn and Spa as a day spa visitor twice. The facility is unparalleled and the grounds serene and classic California beautiful, with mountain vistas, ancient oaks and mission-style architecture. However, I recently discovered that even a first-class resort can fumble both service and customer service.
The Kuyam, a group spa experience billed as meditative, did not properly instruct guests on the protocol so there was loud talking and laughing throughout, pretty much spoiling the experience. Afterwards, my friend's assigned shower did not work and during the treatment her key was lost and her robe accidentally switched with someone else. Ewwwww. That's just gross. People are naked under that robe. Worse, the attendant lied about the switched robe. A visit to management yielded a wishy-washy apology and no attempt to make things right (taking the mandatory gratuity off the tab for example, or offering some sort of discount on lunch or incentive to come back). It was the kind of customer service I would expect at McDonalds, not the Ojai Valley Inn and Spa.
I'm a pretty laid back person, but this trip was disappointing. Was it just an unfortunate series of events? Probably. Does there need to be a review of the robe tagging system in the treatment room? Absolutely. Did management act from a customer-service perspective? Nope. Will I go back? Maybe, maybe not.
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