September 20, 2001


Doral Spa and Resort
8755 NW 36 Street
Miami, FL 33178-2401


To Whom It May Concern:

I am writing to you regarding my recent visit to the Doral Spa on Friday, September 7, 2001. When I first scheduled my “Spa Retreat” package on August 6, 2001, I looked forward to a relaxing and therapeutic day at your facility. In anticipation of the day, I called on Thursday, September 6, to confirm that my appointments the following day which included three different services. The Doral Spa representative confirmed my reservation.

My morning at your resort began on a strange note when I approached the individuals at the check in desk and overheard them discussing a “difficult” guest who complained of having a bad experience there. I was struck by how unprofessional this was. I was given a list of my appointment times (which were made on August 6) was assigned a locker and given a key. The key did not work and I had to go back out and have a different locker and key assigned to me.

Ten minutes or so before my first scheduled service, I waited in the women’s locker room lounge with approximately 15 other ladies who were also awaiting treatments. When I was given my appointment times, I was instructed to wait in the lounge prior to each of my appointments and someone would come and call for me. I began my wait at 10:50. After watching Spa employees come in and call all of the other women, I was left sitting in the lounge, the only person still waiting to be called. At 11:15 I got up to inquire what had happened, wondering if the spa runs 15 minutes or more behind schedule. By this time I was not relaxed – but tense and frustrated.

I was told that a mistake had been made and my appointments were all scheduled for Sunday, September 9, 2001. They proceeded to offer me my appointments at new times – including lunch at 2:00 pm. I had arrived early at the Spa and expected to eat at noon. I considered leaving directly and forgetting my whole “Spa Retreat” package – which was costing me more than $300 including tax and gratuity.

Several minutes later, I was informed that my appointments were rescheduled at more acceptable times. I enjoyed a wonderful facial, and then proceeded to eat lunch in your restaurant.

In the restaurant the food was brought to me on a dirty plate and I asked that it be sent back. They brought me a fresh bowl of tomato soup – and as I lifted the empty dish to return it to my server my fingers became chocolately – from chocolate left on the plate. Needless to say – it wasn’t my chocolate, but another dirty dish. I was disappointed and feeling a little sick because I had already finished the soup. My server was a bit inattentive and I didn’t eat dessert because my next appointment had been rescheduled immediately after an hour lunch. I waited for the server to appear – and when he finally came I was told I could return later to enjoy a dessert. After my next two appointments when I attempted to return the restaurant was closed.

Finally, the woman who performed my pedicure at 3:00 was unfriendly and disinterested in me. My experience in the past is that pedicures are relaxing – mine was not. For a lot less cost I could have gone to a salon and received a much better pedicure from a nicer person who wanted to help me.

Overall, my experience at the Doral spa was disappointing. I appreciated the 25% that was taken off of my bill, but nonetheless would gladly have paid the 25% to have enjoyed my day and to have had the experience you promote in your brochure and on the Internet. Please take these words into consideration for the benefit of future guests who will most likely also come to your facility with the same expectations. For that much money they will not want to be disappointed.

Sincerely,


Lori Franklin


Recommended: No