For as luxury 5 star hotel, you would think the Spa offers - Mandarin Oriental, New York - Trade Reservations
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🤮 1/5 - For as luxury 5 star hotel, you would think the Spa offers
By 👻 @Shan L., 12/08/2022 3:00 am
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For as luxury 5 star hotel, you would think the Spa offers the same level of luxury and service. It doesn't. The pricing is 5star level, service is 2star maybe 3 star and customer service - negative stars! The mission of MONYC: Our mission, to delight our guests each and everyday...I was not delighted after my service and it is not a memorable experience of any kind! I made a reservation for a facial on Sunday Dec 4th and mentioned I had a gift card that I would redeem for the services. I was told to arrive at the spa 15mins before appointment at 11am. I arrived at 10:40am and the receptionist snapped at me that the spa doesn't open until 10:45am. Red flag and should have asked for manager right then. I went for the facial. It was alright--not worth $270 plus tax and 20%tip (I have had better at other places in the city). When I went to use my gift card -i could no longer access it. And the staff couldn't access it. I spent 45mins at the counter doing everything to get access to the gift card. Nothing. The same amount of time on service was spent to attempt at redeeming my gift card! The staff then said they would work to get it resolved and didn't want stress me out and would put a hold on my credit card for the total $329 until the gift card could be redeemed. I walked out of the spa feeling more stressed frustrated and heavy - the weight of paying for this eh facial plus not able to access a gift card my sister gave me that I could not enjoy the rest of my day. I received no communication on Monday or Tuesday-on Wednesday I called the spa. I spoke to woman who told me to figure it out myself by calling their gift card department. What!! It's their system that was not allowing access to the gift card so why would a customer have to chase after this? Today, Thursday at 6pm ( yes more than 4 days later) the director of spa Laura called to let me know they rectified the gift card and have credited my personal credit card and redeemed the gift card. No apologies for the way I was treated by her employee and pointed fingers at the gift card department at the hotel. Did nothing to make this better. The entire call was about how the spa is at the mercy of the gift card services department. Again no apologies of how this may have impacted me-nothing!! Customer service does not exist at the spa! If you are looking to waste a few hundred dollars, add stress to your life, want to be treated like shit for subpar spa services-this is the place for you. If not, run-run as fast as you can from MONYC spa.
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