Amerispa - Hilton Lac Leamy
By A Yahoo! Contributor, 08/14/07
While the Hilton Lac-Leamy hotel is great I would not recommend their Spa service - Amerispa. I found the manager of this Amerispa to be unfriendly & unapologetic, and encountered poor service across my entire experience as follows:
1) Called attempting to book an appointment but had to leave a message. 2 days later I had to call back and ask why no returned my call, only to be told the manager was away and only she had the password to the voice mail. I should have known from this alone.
2) When I finally got someone that could book a time they couldn't accomodate the dates or time I wanted within a week (understandable) so I decided to retry in the near future. Their gift certificate ($200) recieved as a birthday gift last year, expire at the end of 1 year.
3) When I retried I was booked for a 9am and was told in blunt language that should I cancel within 24hr the full gift certificate would be void. To my suprise I received a call later that day to say they had made a mistake and they had no appt. for 9am, would 10am be ok. I agreed.
4) The morning of my appt I received an unapologtic call from the "manager" Vanessa Spingle and was told someone called in sick and that they could take me at noon, or I'd have to rebook. I decided to take the noon time slot given my experience in attempting to book so far. Do you think I could charge them $200 for cancelling withing 24 hrs?
5) At the end of my massage by a competent and nice girl that only spoke French, I provide the receptionist a $20 tip to give her. The receptionist at the time happened to be the manager Vanessa, who proceeded to tell me I'd selected an aromatic oil and that it would cost $10 extra. When I indicated I was not made aware of this and further, that I should not be charged given the inconveniences I encountered with her for the changed appointment times ... she proceeded to say "Oh well, the girl gets the extra $10 for the oil anyway, I'll just take it off her tip".
WOW what an apalling lack of customer service skills by the spa's "manager" and to top it off her demeaner was snobbish, not once did she apologize for my inconvenince, and implied by her taking $10 off a staff's tip that it is ok for their staff not to properly inform clients of extra costs. Needless to say, while the services I received that day were "fine" I will never return as a result of the poor customer service experience and would strongly advise anyone thinking of using this specific hotels Spa service to go elsewhere. I rec'd the impression that clients using gift certificate are not as important as a paying hotel guest (ie they already received their $ so they don't really care).
