On 01/29/2006, my wife and I planned the 1st day of our honeymoon at the Devils Thumb Ranch which resulted in complete dissapointment. I followed up with the GM at the resort who gave us broken promises of his concession for our experience. We called the resort and asked for the owners email and noone would provide us with the information. They requested that we fill out a comment card instead even though we were getting nowhere with the GM. This is a copy of the email we wrote the GM explaining our experiences with Devils Thumb Ranch.
I am writing to follow up on our discussion concerning our unpleasant experience at The Devils Thumb Ranch on January 29th, 2006.
Per our discussion, the service that I scheduled was a 110 min. athletic massage and my wife was scheduled for two additional services.
I had a conversation of my expectations prior to my services with your massage therapist Charity Greene and specifically identified the expectation of my service and detailed the areas I wanted worked specifically and stated to her to ignore the other parts of my body. Charity listened and showed her understanding of my clear expectations. I asked of her confirmation on the athletic massage as being a "deep tissue" massage and she agreed. I stated to Charity prior to my massage that I have a 90 minute deep tissue massage every other week emphasizing that this was my expectation on that day.
During the service, she did not focus specifically on the areas we discussed, instead she preformed a total body massage equivalent to a Swedish full body massage. After the service, I addressed my concerns with her service. Charity stated, "I had a feeling that you were unhappy with my massage". I agreed and went on to discuss how specific I was prior to the service and how disappointed I was with the experience. Charity's response was "this is a spa...hence- spa..we are not a physical therapy clinic". This response was not only rude, but very uncomfortable for me as I waited for my wife to have her massage completed.
If my request for my deep tissue massage, working on specific areas was not available at your resort, I should of been informed by Charity when I discussed my expectation before my massage. I also let her know I would never go to a therapist for and pay for a Swedish massage, I only purchase deep tissue massages for specific work.
Charity asked me "what would make you happy?" I responded by saying "I do not want to pay for a service I did not receive". She responded by saying that she would not charge me for the Athletic massage.
Upon completion of my wife's massage and facial, we rendered payment to Charity and my wife requested a summary of the bill. We were charged for a Swedish massage for my service.
If that was an admittance of her massage performance, I am not willing to pay for her inadequacies. I tried to work this situation out with Charity and she proceeded to charge our credit card, stating she could lower my massage service by 20%, as if this was some kind of bargaining service.
My wife did not want to stay at the spa as I tried to resolve this with Charity, so she signed the credit card voucher and I asked for the owner's name. Charity responded by saying "the owner's do not work here, I can give you the GM's name".
My wife and I live in Atlanta. We flew to Colorado and we were married at Still Water Chapel the night before our services at Devils Thumb Resort. We had planned and booked our honeymoon day at The Devil's Thumb Ranch as a wedding gift to each other hoping for a wonderful experience. After our spa services we had planned to have dinner at the Devils Thumb resort but unfortunately, after this we both had unpleasant moods and we decided to just leave the resort, drive back to our hotel and did not have dinner at all that night.
Rob, I called you on several occasions and played phone tag for a while. I continued to make calls sometimes 4 or 5 times a day until I finally contacted you. I discussed this unpleasant experience with you expecting a refund (which as far less than my treatment, experience and time) but that was not offered by you either.
What you did offer after I told you that we visit the Grand County annually, was a certificate at the ranch for this incident that would be mailed to us. It has been 3 weeks since that promise and again, we have been let down by The Devils Thumb Ranch.
My time just like yours is costly. The amount of my time this has taken is uncalled for. The respect we have received is embarrassing and the memory of our 1st day of our honeymoon will never be forgotten.
I am requesting the email address of the owner Robert Fanch, at this time. It is my belief that he might have a better solution for our experiences than what we have received thus far.
- Official Description (provided by the hotel):
- Devil’s Thumb Ranch is an environmentally friendly year-round Ranch resort and spa offering rustically upscale accommodations, fine dining and an array of winter and summer outdoor and wilderness recreation activities including Nordic skiing, flyfishing and horseback riding. Located in the Colorado Rocky Mountains, 65 miles west of Denver, 10 minutes from Winter Park. Our Ranch encompasses 6000 acres at the foot of the Continental Divide in the beautiful Ranch Creek Valley of Grand County. ... more less
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- Also Known As:
- Devil`s Thumb Ranch Hotel Tabernash