I am extremely disappointed with the customer service and professionalism at the Spa by JW Marriott Charlotte.
More than a week in advance, I booked two separate massage appointments in two separate rooms for my adult son and myself. On the day of our appointment, I received a call informing me that the spa had overbooked and now wanted to place us in the couples massage room together because we share the same last name.
My 23-year-old son understandably did not want to receive a massage in the same room as his mother. I explained this clearly. The spa's "solution" was to move one appointment to 4:30 p.m. and offer a 20% discount on only that massage. Unfortunately, this created another problem because we already had dinner reservations at 5:00 p.m. as part of our vacation plans.
After several phone calls, the only additional compensation they offered was two glasses of champagne. I even asked whether they could at least add hot stones to my massage for the inconvenience, but the receptionist said she would need manager approval. Multiple times, I requested to speak directly with a manager or supervisor, and each time I was told no one was available.
What made this experience especially frustrating was that the manager never bothered to personally get on the phone despite the situation escalating over six separate calls. The receptionist was polite and apologetic, but she was unfairly left to act as the middle person while management remained completely absent.
Ultimately, I canceled both appointments and requested that the cancellation fees be waived since this entire issue was caused by the spa's own overbooking mistake. This was supposed to be the relaxing start of our vacation. Instead it became stressful and frustrating. Had they contacted me earlier or handled the situation professionally, I would have had time to book services at another hotel spa.
What disappointed me most was not simply the overbooking -- mistakes happen -- but the complete lack of accountability and customer care afterward. We spent part of the first day of our vacation dealing with six phone calls, repeated explanations, and no direct communication from management despite multiple requests.
For a luxury hotel spa associated with the JW Marriott brand, I expected significantly better professionalism, problem-solving, and customer service. A manager should have personally addressed the issue and worked to make things right rather than leaving the receptionist to repeatedly relay messages.
Unfortunately, this experience fell far below expectations, and I would not recommend this spa based on how this situation was handled. read more