Utterly disorganized
Each year on our birthdays, my wife and I "surprise" each other with some sort of trip to some unlikely place. It's gotten to be a bit of a custom, and we've been to a lot of places and seen a lot of things. We've been dog sledding, swimming with the Manatees, and other sundry adventures. Our trips always includes a couples massage (the highlight of our trip), followed by a pedicure for my wife - one of her favorite things.
This year I took my wife to see the Luray Caverns in Virginia, something she'd never seen before. In booking the trip, I happened across the Minslyn Inn's website, and noticed that they offered massages and pedicures. It looked like a nice place, so I called the Inn and booked a couples massage as well as my wife's pedicure. Since the Mimslyn had no rooms available for the weekend, we had to choose another hotel for our actual stay.
I booked the massage/pedicure two weeks in advance of our trip, so on morning of the the actual day, I phoned to confirm the appointment. The woman on the phone was a bit dismissive, but she did in fact verify the appointment. At 3:30pm that afternoon, we arrived at the Inn for our massage, only to find that 1) they only had one masseuse on duty, and 2) they had someone booked immediately after us, so she could only take one of us. To top it off, 3) they had no one do do my wife's pedicure.
I sent my wife in for her massage, then made my way to the front desk. The clerk apologized, but made no sincere attempt to rectify the problem, nor did he offer any options. I found this totally unacceptable, especially given the supposed caliber of this hotel. My wife and I have stayed at hotels ranging from the Hay Adams in DC, to a simple Clarion Inn in northern Ontario, and no one has ever fouled up anything this simple, ever. To add insult to injury, we were charged the full price for the one massage, with no offers of any sort of compensation for our inconvenience.
The Minslyn is a gorgeous hotel, but if you book any luxury items, you'd be well advised to double or triple check your reservation, as well as have a contingency plan ready. Better yet, save yourself the hassle and pick one of the many other options in Luray.