Formal Customer Service Complaint -- September 12 Visit…read more
I am writing to formally express my concern regarding the way my daughter and I were treated upon arriving at Burke Williams Woodland Hills on September 12th. We were there to celebrate my birthday with two of my best friends and were looking forward to a relaxing girls' spa day. Unfortunately, our experience at check-in was uncomfortable and disappointing.
I want to clarify an important point: we were not late. We arrived approximately 15-20 minutes before our scheduled check-in time. Despite this, the blonde employee assisting me repeatedly told us that we were running late.
When we arrived, a friendly brunette was assisting my daughter while the blonde employee checked me in. I provided my name, explained that we were there to celebrate my birthday, and gave the name of my best friend under whose reservation we were booked.
After locating our reservation, the blonde employee stated that we were running behind schedule because we were late. I was surprised by this because we had arrived early. I was prepared to complete the check-in process promptly, but the repeated comments about being late immediately made the interaction uncomfortable.
She requested my driver's license and then explained that a credit card was required on file. I explained that I wanted the charges placed on my card rather than my daughter's. After I handed over my credit card, she again stated, "Okay, you are running behind schedule. I need to finish your check-in."
After processing my card, she placed it on the counter and slid it toward me rather than handing it back directly. She then asked me to sign a consent form on a digital screen. Because the print was very small and difficult to read, I politely asked if it could be enlarged. She sighed and told me she had a paper copy. She retrieved it from underneath the register and slid it toward me, again reiterating that we were behind schedule because we were late.
She then told me that, because it was my birthday, I would receive an add-on. I asked what the options were because I wanted to understand what was being offered. She quickly went through them, but I was still unclear and asked for clarification. I felt that her demeanor indicated frustration with my questions. She ultimately told me that my masseuse could explain the options and that she would take me to the locker area.
The contrast between the two employees was very noticeable. The brunette assisting my daughter was warm and welcoming. She wished me a happy birthday and told us to enjoy our spa day. Unfortunately, that welcoming attitude was not reflected in my interaction with the other employee.
Before we reached the locker area, my two best friends saw us and came over to greet me and wish me a happy birthday. The blonde employee abruptly stated, "We don't have time for this. You are already running late. We need to get you into the locker room area."
I found this especially upsetting because we were not late--we had arrived 15-20 minutes early. I was simply being greeted by the two friends with whom I had planned my birthday celebration. If there was a scheduling issue or discrepancy in the system, it should have been explained to us professionally rather than repeatedly telling us we were late.
By the time we reached the locker area, what should have been an exciting and relaxing start to my birthday celebration had instead become stressful and uncomfortable. My daughter also noticed the employee's demeanor and independently expressed that she felt uncomfortable with the interaction.
I am bringing this to management's attention because I believe this interaction warrants review. Repeatedly telling guests they are late when they have actually arrived early is inaccurate and unnecessarily creates a negative experience. I understand that Burke Williams has schedules to maintain, but scheduling concerns should be communicated with courtesy, accuracy, and professionalism.
I chose Burke Williams expecting a premium spa experience. Guests should feel welcomed and respected from the moment they arrive, particularly when celebrating a special occasion.
I respectfully ask management to review what occurred, including the discrepancy regarding our arrival time, and address the customer-service concerns described above. I would also appreciate a response explaining why we were repeatedly told that we were late when we had arrived approximately 15-20 minutes before our scheduled check-in time.
I sincerely hope Burke Williams takes this feedback seriously and ensures that no other guest has a similar experience.
Lastly, suggestion for group members in locker area: kindly assign lockers 10-15 slots away from one another so we are not all bunched together trying to place our items or sit in a crowded space. This would create a much more relaxed space.
