I received a gift card from my boss, who told me that there is an Urban Retreat in The Woodlands (closer to where I live). I called the San Felipe location (their phone number was on the gift certificate) and told them I have a gift certificate. I told them that I had been told there was a UR in The Woodlands and asked if that was true, because that location wasn't listed on this gift certificate. They confirmed that there is an UR in The Woodlands and gave me their phone number. I made the appointment for my gift package. When I arrived, I offered my gift certificate and was told to just hold it until I am ready to leave. Later, when I went to the front desk to pay, I was told that they were NOT the same as the UR in Houston and they would not honor the gift certificate. I had to pay $200 out of pocket. After a few phone calls back and forth, the manager of The Woodlands location said she had discussed the matter with the Houston location and that they agreed to credit back the gift certificate to my boss. She told me to send an email to the manager at the Houston location (she provided the email, too), which I did. The manager returned my call, spoke with their COO and the owner of The Woodlands spa, who told her that his staff said I didn't offer my gift certificate in advance (which I did), so they were not going to correct this situation. He made no effort to call me and discuss it. In light of the bad service I received, the manager of THIS HOUSTON URBAN RETREAT gratiously worked out an amicable agreement in order to continue to provide great customer service, despite the fact the other spa was clearly at fault. I deeply appreciate the efforts made by an organization who didn't even provide the spa services in question.
Pros: Very concerned about customer care
Cons: None to consider at all.
more