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Martin R
Strawberry Hot Springs is an incredible place. Unfortunately, the massage/spa NOT...
Strawberry Park Hot Springs的点评
点评：Strawberry Hot Springs is an incredible place and absolutely worth every dollar to visit. Unfortunately, the massage/spa service was an entirely different experience—and a very disappointing one.
We booked our massages directly with Nicole, who was also supposed to be our massage therapist. She accepted our reservation, processed our payment, and spoke with us several times about how we were trying to make this a special experience for one of the members of our group.
Then, completely out of the blue, we received an email several days later canceling our reservation because it had supposedly been double-booked.
Mistakes happen, and we understand that. What was truly disappointing was how the situation was handled. When we spoke with Nicole by phone, there was no apology, no sense of responsibility, and seemingly no interest in finding a solution. Given that she knew how important this experience was to our group, we had hoped she would at least make an effort to offer an alternative or help us salvage the special occasion.
Instead, there was no attempt to make things right and no apparent concern for the inconvenience or disappointment caused.
What separates good service from bad service isn't whether mistakes happen—it's how people respond when they do. In this case, the lack of accountability, empathy, and basic customer service was astonishing.
It's especially unfortunate because Strawberry Hot Springs itself is such a special place. The hot springs deserve five stars, but based on our experience, I cannot recommend the massage service. A beautiful setting should be matched by equally thoughtful and professional service.
We booked our massages directly with Nicole, who was also supposed to be our massage therapist. She accepted our reservation, processed our payment, and spoke with us several times about how we were trying to make this a special experience for one of the members of our group.
Then, completely out of the blue, we received an email several days later canceling our reservation because it had supposedly been double-booked.
Mistakes happen, and we understand that. What was truly disappointing was how the situation was handled. When we spoke with Nicole by phone, there was no apology, no sense of responsibility, and seemingly no interest in finding a solution. Given that she knew how important this experience was to our group, we had hoped she would at least make an effort to offer an alternative or help us salvage the special occasion.
Instead, there was no attempt to make things right and no apparent concern for the inconvenience or disappointment caused.
What separates good service from bad service isn't whether mistakes happen—it's how people respond when they do. In this case, the lack of accountability, empathy, and basic customer service was astonishing.
It's especially unfortunate because Strawberry Hot Springs itself is such a special place. The hot springs deserve five stars, but based on our experience, I cannot recommend the massage service. A beautiful setting should be matched by equally thoughtful and professional service.
翻译：草莓温泉是个极其棒的地方，绝对物超所值、值得一去。可惜的是，那里的按摩/水疗服务却让人大失所望——体验实在糟糕透顶。
我们直接向妮可预订了按摩服务，她本应就是我们这一组的按摩师。她接受了我们的预订并处理了付款事宜，还多次和我们交流，了解我们希望为团队中的某位成员打造一次特别体验的用心。
后来……就在毫无征兆的情况下，几天后我们收到了一封邮件，称由于出现重复预订的情况，我们的预订被取消了。
出错是在所难免的，这一点我们能够理解。真正让我们失望的是对方处理此事的方式。当我们通过电话与妮可沟通时，她既没有道歉，也毫无责任感可言，似乎根本不想寻求解决办法。要知道，她明明知道这次经历对我们团队来说有多重要。我们原本希望她至少能努力提供一些替代方案，或者帮助我们挽回这个特别的时刻。
然而，她既没有试图补救，也似乎全然不在乎此举给我们带来的不便与失望。
优质服务与糟糕服务的区别并不在于是否会出错——而在于出现失误时人们如何应对。在这件事上，对方缺乏责任感、同理心以及最基本的客户服务意识，实在令人震惊。真是可惜，因为草莓温泉本身是个非常特别的地方。那里的温泉绝对值得五颗星的评价，但根据我们的体验，我实在无法推荐那里的按摩服务。如此美丽的环境理应配以同样贴心且专业的服务才对。
我们直接向妮可预订了按摩服务，她本应就是我们这一组的按摩师。她接受了我们的预订并处理了付款事宜，还多次和我们交流，了解我们希望为团队中的某位成员打造一次特别体验的用心。
后来……就在毫无征兆的情况下，几天后我们收到了一封邮件，称由于出现重复预订的情况，我们的预订被取消了。
出错是在所难免的，这一点我们能够理解。真正让我们失望的是对方处理此事的方式。当我们通过电话与妮可沟通时，她既没有道歉，也毫无责任感可言，似乎根本不想寻求解决办法。要知道，她明明知道这次经历对我们团队来说有多重要。我们原本希望她至少能努力提供一些替代方案，或者帮助我们挽回这个特别的时刻。
然而，她既没有试图补救，也似乎全然不在乎此举给我们带来的不便与失望。
优质服务与糟糕服务的区别并不在于是否会出错——而在于出现失误时人们如何应对。在这件事上，对方缺乏责任感、同理心以及最基本的客户服务意识，实在令人震惊。真是可惜，因为草莓温泉本身是个非常特别的地方。那里的温泉绝对值得五颗星的评价，但根据我们的体验，我实在无法推荐那里的按摩服务。如此美丽的环境理应配以同样贴心且专业的服务才对。
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