点评:Although we have been at the spa before, this review is really more about the experience we had as a family trying to reserve and then cancel within the allotted timeframe. All of the information here was shared with the management at the time.
The reception staff was slow (“we answer in 24 hours..” who does that?), provided inconsistent information about the availability of rooms, and then, charged us the entire amount of a very expensive stay several weeks upfront. We were told this was the only option. Afterwards,, we were told that we did not have to pay the full amount upfront. When we, unfortunately, had to cancel (within the timeframes provided for by the spa), they initially only reimbursed part of our deposit, which was, as mentioned above, actually the entire payment. The matter was solved quickly once it was raised but the reservation staff then telephoned an elderly member of our party (again, well after we had cancelled) demanding to know why they had not turned up for spa treatments.
We will not be going again soon. The installations are fantastic, but service— at a self-described luxury facility changing astronomical rates— matters. The coordination between the front desk and the spas has always been a problem. This place has lost its mojo since the founding Director retired. Despite several messages and a lot of back and forth, we never heard from the general manager but only from the reception manager, who was extremely apologetic and nice, but new at the job and clearly having difficulty coping. We ended up having to spend yet more tome on this affair consoling her because she was upset about the criticism. I hope things improve because this spa was a mainstay in Quebec.
翻译:虽然我们以前去过水疗中心,但这篇评论实际上更多的是关于我们作为一个家庭尝试预订然后在规定的时间内取消的体验。这里的所有信息都已与当时的管理层共享。
接待人员很慢(“我们会在 24 小时内回复……”这是谁做的?),提供的有关房间可用性的信息不一致,然后提前几周向我们收取了非常昂贵的住宿费用。我们被告知这是唯一的选择。后来,我们被告知我们不必预先支付全额费用。不幸的是,当我们不得不取消预订时(在水疗中心规定的时间内),他们最初只退还了我们的部分押金,如上所述,这实际上是全部付款。问题一提出就很快解决了,但预订人员随后给我们聚会中的一位老年成员打电话(在我们取消之后很久),要求知道为什么他们没有来享受水疗护理。
我们不会很快再去。设施很棒,但服务很重要——在一个自称为豪华设施的地方,价格改变了天文数字。前台和水疗中心之间的协调一直是个问题。自从创始董事退休后,这个地方就失去了魔力。尽管发了几条消息并进行了多次来回,但我们从未收到过总经理的消息,只收到了接待经理的消息,他非常抱歉,也很友善,但对工作很陌生,显然很难应对。我们最终不得不花更多的时间在这件事上安慰她,因为她对这些批评感到不安。我希望事情能有所改善,因为这个水疗中心是魁北克的中流砥柱。