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| - There are so many things that went wrong at this spa. I went with 4 of my coworkers during fall. We had called in earlier to book our massages. Unfortunately it was raining so we couldn't sit outside but we were able to enjoy the thermal baths. When we arrived at the spa, the receptionist gave us our robes but didn't provide us with much information about the spa. We had our massages booked early morning which we headed off first. I had a deep tissue massage which has been probably the best massage I've every had. I had booked it for 90 mins but it was much less than that, because you end up filling out a questionnaire, and answer the masseuse's questions which takes up a lot of the time. The bistro had good food but pricey and very very tight place indoors. It was so hard to walk because the tables were so close. They have flavoured water available through the spa. There wasn't much sauna/steam room options as compared to other spas. Two fairly large thermal baths. You can get other services outdoors where they have huts. When we went to pay at the end, things ended up in a fiasco. We probably spent 45 mins arguing with the receptionist and the assistant manager. Apparently the pricing changed for the spa the same week. When we called to make reservations, the person we all spoke to did not inform us. Their website was not updated either. One my coworkers initially butted heads with the assistant manager because she was overcharging her. When she explained herself the AM was very rude, showed attitude, and did not apologize for the confusion. She ended up paying the full amount which was $60 more than expected. When I arrived to pay, I was warned by my coworker of the situation. The receptionist ended up charging about an extra $120 than what I was supposed to pay. We argued back and forth. I was very clear of how bad they had managed the whole situation. That it was stroms staffs fault for not giving us the new prices when we made the reservations, not updating the website, nor explaining it to us on arrival. Both the receptionist and the AM were quite and had no argument other than these are the prices and you have to pay either a la carte or a package. However the package included services which I did not take advantage of. At the end they gave me a $20 discount which was due to a corporate discount my employer has with the spa. They asked if I was leaving satisfied and I said no, they wanted me to leave happy. I explained to them that this was the worst customer service I had ever dealt with where I came to relax and instead I'm leaving more frustrated and angry. I told them they have forced all of us to pay for something none of us wanted to. The staff showed so much immaturity in how to deal with such situations. Never have I been to a spa where they start a conversation with anger, attitude and roll eyes while trying to sort things out. It might have beautiful water view but not worth the headache. The two stars go for the massage itself and food and tea/water available through the spa.
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