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Christy V
Spa was nice - HOWEVER Double Charged and Still Waiting for a Refund
Kananaskis Nordic Spa的点评
点评：We booked a spa package to celebrate our 10-year wedding anniversary and initially had a wonderful experience. Unfortunately, that changed when we discovered we had been charged twice for the spa services.
The first charge was included in our hotel package, and the second occurred when the spa "pre-authorized" our credit card upon arrival. We were told this authorization was simply to allow us to use our wristbands for food and drinks by the pool, but it turns out we were charged for the spa services a second time.
When we brought the issue to their attention, the staff immediately acknowledged the mistake and assured us the charge would not be processed. However, it did go through. A week later, we contacted them again and were told the charge would be refunded. During that conversation, we were informed that similar double-charging issues had been occurring for weeks due to a new system they had implemented.
It has now been over a month, and despite multiple attempts to follow up, our refund has still not been processed. Even more frustrating, our calls and emails are now going unanswered.
What should have been a special anniversary experience has been overshadowed by poor billing practices and a complete lack of follow-up customer service. We are extremely disappointed with how this situation has been handled.
The first charge was included in our hotel package, and the second occurred when the spa "pre-authorized" our credit card upon arrival. We were told this authorization was simply to allow us to use our wristbands for food and drinks by the pool, but it turns out we were charged for the spa services a second time.
When we brought the issue to their attention, the staff immediately acknowledged the mistake and assured us the charge would not be processed. However, it did go through. A week later, we contacted them again and were told the charge would be refunded. During that conversation, we were informed that similar double-charging issues had been occurring for weeks due to a new system they had implemented.
It has now been over a month, and despite multiple attempts to follow up, our refund has still not been processed. Even more frustrating, our calls and emails are now going unanswered.
What should have been a special anniversary experience has been overshadowed by poor billing practices and a complete lack of follow-up customer service. We are extremely disappointed with how this situation has been handled.
翻译：我们预订了水疗套餐来庆祝结婚10周年，起初体验非常愉快。可惜的是，当我们发现水疗服务被重复收费后，情况就变了。
第一笔费用已包含在酒店套餐中，而第二笔费用则是因为我们抵达后，水疗中心对我们的信用卡进行了“预授权”。对方解释说，这种预授权只是为了让我们能使用手环在泳池边购买食物和饮料。但结果是我们被重复收取了水疗服务的费用。
当我们向酒店方面反映此问题时，工作人员立刻承认了失误，并向我们保证不会扣款。然而，这笔费用还是被扣除了。一周后，我们再次联系他们，对方表示会退款。在通话中我们得知，由于他们启用了新系统，类似重复扣费的情况已经持续数周了。一个月多过去了，尽管我们多次尝试联系对方，但退款事宜仍毫无进展。更令人沮丧的是，我们的电话和邮件也得不到任何回复。
本应是一场难忘的周年纪念体验，却因糟糕的计费流程以及完全缺失的售后服务而大打折扣。对于此次事件的处理方式，我们深感失望。
第一笔费用已包含在酒店套餐中，而第二笔费用则是因为我们抵达后，水疗中心对我们的信用卡进行了“预授权”。对方解释说，这种预授权只是为了让我们能使用手环在泳池边购买食物和饮料。但结果是我们被重复收取了水疗服务的费用。
当我们向酒店方面反映此问题时，工作人员立刻承认了失误，并向我们保证不会扣款。然而，这笔费用还是被扣除了。一周后，我们再次联系他们，对方表示会退款。在通话中我们得知，由于他们启用了新系统，类似重复扣费的情况已经持续数周了。一个月多过去了，尽管我们多次尝试联系对方，但退款事宜仍毫无进展。更令人沮丧的是，我们的电话和邮件也得不到任何回复。
本应是一场难忘的周年纪念体验，却因糟糕的计费流程以及完全缺失的售后服务而大打折扣。对于此次事件的处理方式，我们深感失望。
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