Time: Mar/23/2025 (a week ago)
poor communication
EXTREMLY POOR front desk service
Saw advertisement on fox 8 news. Called in February to book in March for anniversary.
Requested info to be emailed, called back when I didn't receive. The front desk gal had put email in wrong. We booked an over night stay, massage, and $50 towards a meal for $299.
Poor communication throughout visit.
We did not receive a conformation email. No idea what time to check in or check out. We didn't know what amenities were provided such as a hairdryer or mini fridge. We didn't know what time our spa services were.
The spa staff were quite friendly but rushed you. I brought 2 christian magazines with me and left them in the change room lounge. While in the grotto for our allotted 10 minutes. The staff disposed of my magazines. Thanks for communicating to me that you would throw my magazines away if left unattended for a few minutes. ( forgot as I was rushed )
We reserved a specific table for dinner to be told that it was not available and the table sat empty the entire time we were there. We realized that a staff member made reservation under our name and another staff member just reserved the table. again poor communication. Host didn't allow us to sit there because he thought was reserved for someone else.
As we returned room key we were surprised at an additional $331.59 charge. Per the front desk gal, there was an additional $179 for the room $56 in taxes. I attempted to find the original promotion but it was no longer on the website. Maybe I misread BUT would have been prevented if the front desk would have sent itinerary and fees. The front desk girl was rude and unapologetic. The fella Jeremy was not much better.
would it have been so hard to offer " I am so sorry that we did not make the charges clear before your stay, may I offer a ( any amount ) for your unexpected expense?"
The woman insulted me, told the man " you help her, Im done." The less that 24 hours at Mario's International spa cost us $700 and we left embarrassed and shocked. Poor communication and poor customer service.
I forgot, the toilet made a sound every 30 seconds. Their was a gap under and beside the entrance door so the hall light illuminated the room all night. Not a peaceful sleep with the light shining in and toilet running.
All in all could have been forgiven if the front desk would have just been nice. That's where the problem began and ended.
POOR POOR CUSTOMER SERVICE FROM FRONT DESK
Time: Jan/04/2025 (2 months ago)
This is my second time here and I love it. The services are always amazing and the atmosphere is so relaxing. The only reason I’m not giving a five star on Services because the lady who works the front desk is rude. She doesn’t smile she’s short you can tell she does not like her job and that should not be the first impression you get when you go to a place like that to relax and spend the kind of money you do there. Other than that, all of the technicians were amazing and I will definitely be back.
Time: Feb/24/2025 (a month ago)
I went to the spa for a gel manicure which was $60. I was in and out of my appointment in less than 30 minutes and this included picking out a color! The polish itself is fine but would have expected a little more pampering. Very disappointed in the amount of time I was shown for such a hefty price. Will not go back there again!
Time: Dec/31/2024 (3 months ago)
The massage was amazing. But the room was small and not a lot of space the jacuzzi was very cold and not working well and it ripped my new swimming shorts. The staff didn’t make us well welcome at all. They didn’t accommodate us for the jacuzzi not to be working properly and honestly that’s what we came there for was the hot tub and it’s doesn’t work and nobody even cared I checked out of my room immediately after seeing my hotel room it wasn’t cleaned well and the hot tub looks dirty. I’ll be fine paying for the massage but nothing else.
Time: Jan/31/2025 (a month ago)
I had a facial today, this was my first treatment at this location. The esthetician, Isabella, did a wonderful job, though I didn’t expect to talk with her so much during the experience. She was very friendly but I had hoped for a bit more quiet time while I was there.
