3/5 Dawn K. 1 year ago on Google
I
booked
2
massages
while
at
Hotel
Riu
Negril
and
both
were
wonderful!
The
facials
my
daughters
received
were
also
fabulous.
However,
our
overall
experience
was
dampened
by
poor
communication
after
a
staff
member
was
unable
to
come
in
(no
one's
fault),
and
then
poor
customer
service
in
the
after-math.
In
short,
we
did
not
receive
all
of
the
services
we
paid
for,
and
they
made
the
refund
process
long
and
stressful,
requiring
multiple
trips
to
the
spa
in
the
heat
of
the
day.
Read
below
for
the
longer
version.
I
have
2
teenage
daughters.
I
scheduled
a
manicure
and
facial
for
one,
and
a
pedicure
and
facial
for
the
other.
It
was
explained
to
me
that
while
one
was
getting
a
facial,
the
other
would
get
nail
service,
so
we
were
expecting
to
be
at
the
spa
from
10-12.
I
scheduled
an
80
minute
massage
for
10:00
(my
second
service
this
week).
Communication
from
the
front
desk
staff
about
the
scheduled
manicure
and
pedicure
for
my
daughters
was
very
poor.
The
nail
person
did
not
come
in
today
(which
is
no
one's
fault
-
life
happens).
However,
when
I
came
out
of
my
massage
at
11:35
no
one
updated
me
that
my
daughters'
services
were
rescheduled
and
that
we
should
expect
to
spend
an
extra
1.5
hours
at
the
spa,
straight
through
lunch
time.
No
one
had
updated
my
daughters
either
-
they
had
no
idea
why
nail
sevices
scheduled
for
10:00
had
not
started
by
11:35.
I
had
to
inquire
about
when
nail
services
would
start,
and
then
the
explanation
was
given.
I
was
also
never
asked
if
the
new
times
worked
with
our
schedule
for
the
day.
It
was
just
assumed
we
would
spend
the
extra
1.5
hours
at
the
spa.
I
left
the
spa
at
11:40
to
run
an
errand.
At
that
time,
one
daughter
was
in
the
waiting
room
and
the
other
was
still
getting
her
facial.
I
returned
to
the
spa
at
about
12:20
and
one
daughter
was
already
done
with
nails
and
the
other
was
finishing
up
(they
both
had
the
same
nail
tech).
I
explained
to
the
front
desk
that
we
needed
to
sort
out
what
happened
with
the
nail
treatments
I
paid
for,
as
I
paid
for
spa
level
for
both
daughters
and
that
is
not
what
they
received.
Their
nail
services
were
supposed
to
take
a
total
of
110
minutes.
Instead,
both
services
were
done
in
a
total
of
40
minutes.
They
apologized
but
told
me
I
would
have
to
return
at
4:30
when
a
manager
would
be
present
for
a
refund
of
the
difference
in
treatments.
I
went
to
the
hotel
front
desk
and
explained
the
situation.
They
called
the
spa
and
suddenly
I
was
told
they
can
do
the
refund
now.
I
went
back
to
the
spa
and
waited
for
the
manager.
She
arrived,
was
apologetic,
but
told
me
I
had
to
have
the
receipt.
I
told
her
I
didn't
have
it
with
me
and
she
said
I
needed
to
go
get
it.
I
left
and
went
to
my
room
to
look.
I
found
a
receipt
for
the
service
and
returned.
She
told
me
it
wasn't
the
one
she
needed
(they
gave
me
two
different
receipts
for
the
same
service
but
I
only
found
one
in
my
room).
She
acted
put-out
and
called
the
headquarters
office
to
look
up
my
receipt
-
which
she
could
have
done
from
the
start
to
fix
her
spa's
error
instead
of
putting
things
back
on
me
and
taking
more
time
from
my
day.
I
let
her
know
that
my
daughters'
nail
services
were
only
40
minutes,
and
even
at
the
basic
level,
according
to
their
published
menu
of
services,
should
have
been
55
minutes.
The
manager
never
addressed
this.
The
facials
my
daughters
received
were
fabulous.
However,
after
the
nail
service
debacle,
the
poor
communication,
and
the
fact
that
resolving
the
issue
(getting
refunded
the
difference
between
the
services
that
I
paid
for
versus
what
was
delivered)
ended
up
being
a
prolonged
and
stressful
experience,
I
regret
our
decision
to
revisit
the
spa
on
this
day.
At
1:30
we
were
finally
finished.
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