What was supposed to be rest and relaxation post-surgery turned into a complete Nightmare thanks to Natalie at the Northbrook location. Evan, the manager, offered me a gift card due to issues with a previous reservation as compensation. I tried to use this gift card during my birthday. Due to surgery, I contacted weeks before to request a cancellation/rescheduling. Natalie from the Northbrook location, very rude and unprofessional, decided that she was going to steal/cancel my gift card/reservation because I refused to comply with her requests of a large sum of cash/extortion. Even though I called weeks in advance to reschedule per Sybaris cancellation policy. No where on this gift card does it state that I am supposed to deposit $250 cash. This was unheard of. As I have visited Sybaris on several occasions and have Never been asked for cash, especially such a large amount. Natalie then claims that she cancelled my membership last year due to an incident she claims happened. I never received any correspondence regarding membership cancellation and was not aware of an incident as she claims. I explained to her,
"I do not appreciate all of the fabrications you have made trying to cover yourself for trying to extort cash from customers. You came up with this very outlandish story regarding all of these things that never transpired. May I request the camera footage of what you claim? I have no idea who you are as I have never had an encounter with you before. You never spoke to me, not even once while I visited this facility. However, the other party did admit to speaking with you. We spent over 3 hours in the jacuzzi and pool area. Then I felt dizzy afterwards and decided to lay down for a moment. That is when we noticed the bed was soaking wet and contacted the front office. No one came to change the bed or sheets. Half an hour later, we called again and asked for a moment as we were having dizzy spells. Rep gave a 45 min extension.
We then rested for a moment on a chair, as the soaking wet bed issue was never resolved. Afterwards I gathered my belongings and departed. The other party was left there cleaning up and you claim all of these incidents happened. When I spoke to the other party he confirmed you came to the room and he tried to show you the issues with the soaking wet bed. But, he stated you were extremely rude and unprofessional and did not even address the issue. He stated you kept harping on the 45 minute extension, even though the front desk rep approved this. You keep claiming you spoke to me directly, which is a blatant lie. I know you think we all look alike but I spoke with no one. I simply grabbed my things and departed as I was feeling dizzy and not well. I would like to request the camera footage from that date to further prove you are a liar. You Never spoke with me that day. Then to add insult to injury, you cancelled my membership and did not even notify me of such nor did you reimburse my membership fees. Now, fast forward to the following summer. I am trying to book a relaxing experience to soothe my body as I just had surgery and needed this desperately. I call to book my appointment just to be told someone cancelled my membership and is requesting a large sum of cash in order for me to utilize the gift card that was given to me as compensation/complimentary for issues from a previous visit. No where on the giftcard stated I am to carry large sums of cash to utilize it. My gift card was NOT expired when I made the reservation, so please stop telling so many lies. I then find that I am having difficulty accumulating this large cash deposit and I am uncomfortable with doing so as I have been robbed at gunpoint previously in the Chicago area. I also offer a Credit card instead or even a shorter stay since you claim "time" is the issue of why you want all of this cash upfront. You refused all of the above with a very nasty, unprofessional attitude and speech. Your racism is clearly showing and the fact that you are giving a paying customer such a difficult time speaks volumes. If you do not want other ethnicities in your establishment, then just say so. But do not try to defame my character and fabricate all of these lies to cover yourself.
Again, I am requesting camera footage of all of the claims you made. You are a liar. Luckily, we did have some video footage of what transpired that afternoon and what you are saying is Not what occurred.
I have spent a lot of money here and have had several visits. The fact that you have been so terribly rude and unprofessional about the entire situation, cutting me off on the phone, not letting me finish a sentence, not notifying me of membership cancellation, hanging up the phone on me, threatening me, making unrealistic demands, cancelling my reservation, not allowing me to reschedule, etc...I honestly fear you and do not want to frequent this location NEVER again. read more