Complain about a product or service

Spa Castle

College Point, NY

Judith of Corona, NY November 11, 2009

On Sunday, November 1, 2009, my two daughters and I were enjoying a much anticipated day out to one of the local spas which my oldest daughter had given me a gift certificate for a body massage at when the unthinkable thing happened -- I was robbed. Our scheduled massage appointment was for 2:30 PM. When we arrived on time for the appointment we were unfortunately in line behind 80 members from a local church also signing in to use the facilities so we arrived about 15 minutes late for our appointments and was told that they would have to be rescheduled. Our appointments were rescheduled for 6 PM and my daughters and I took advantage of the other amenities that were there. Every thing was going well and we were actually enjoying ourselves while we waited. We had a bite to eat from the buffet area paying on my "key" that I was assigned. When we went to the desk at 5:50 PM to sign in for the massage was when I got the shock of my life. I was told that my "key" no longer work because I had reported it lost and I was issued a new one. Needless to say this never happened. I never had a conversation with any one that I had lost my key.

I went to the ladies locker room where I found that my locker had been opened by one of the employees at the request of one of the clients, without checking for proper ID and all of my cash money had been stolen, $360.00 and my locker had been rummaged through and it was left open. The rules of the establishment are that you have to pay a standard fee just to come into the spa. Once we paid the $45.00 each, for my daughters and I, we had to undress and redress into the clothes that they provided for each client. I locked my shoes in one area using the "key" that they had provided. The "key" is very similar to a watch that you strap on your wrist with your locker number displayed in big numbers on the face. After locking my shoes in the locker I was given a set of shorts and a top which I changed into. I then locked my clothes along with my purse with my wallet which had all of my personal identification in it as well as $360.00 in cash. I checked to make sure that the locker was locked, which it was. As I discovered that my locker had been open by the staff under false pretense from one of their clients I asked that the crime be reported to the police. This happened at 6:00PM, I immediately asked that the police be called and thought that they were. After about one hour of not hearing from the police I went out to see what was the hold up to discover that the staff were looking for the perpetrator and that the police had not yet been call.

I insisted that the police be call as to my understanding this was a crime. Two police officers from the 109 PCT arrived and took my report. They were very helpful and understanding and were very instrumental in me getting the $360.00 back which the manager Mr. K, did not want to reimburse me for and even questioned how he could be sure that it was $360.00. In my opinion questioning if I was really telling the truth. Now it is a little past 8 PM and I am exhausted and shocked from the whole ordeal so my daughters and I prepare to leave without receiving the services that we had gone there for in the first place. I explained to the manager, Mr. K. That we had not received our massages and questioned if we would have to pay the admission fee of $135.00 if we were to return to get massages, still trying to use the gift certificate that my daughter had given me as a gift for my birthday. Mr. K was very rude and in a way dismissed me stating that they had done all for me that they could and they were not going to do any more. He stated that they, meaning the establishment, were the victims and he walked off.

I am appalled by the lack of concern and care that was shown to me as a client that had her property stolen because of their lack of security and their customer service is the worse. My locker with all of my credit cards, my drivers license, my check book, my cash money which was stolen was open by one of their staff members giving who ever wanted it free access to all of my personal information and my personal belongings. I secured my locker, they opened it and yet I had to beg for my cash money to be retuned and to file a police report. They did not accommodate me at all for the shock and trauma that I had to endure on their part because of their lack of security and they denied me reimbursement for the admission fee. Because of their lack of security and the worse hospitality I have ever had to endure I have no plans to ever visit their establishment again, nor will I recommend it.

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