WARNING TO FUTURE GUESTS: New Management Did Not Honor the Spa Package We Were Sold…read more
Extremely Disappointing and Humiliating Experience
I rarely leave reviews like this, but our experience with Elements Spa and the lodge where it is located was so upsetting that I feel future guests should know what happened, particularly if you are purchasing a spa package that advertises access to the lodge's private beach.
I booked what was advertised as a 90-minute deep-tissue couples massage with access to the lodge's private beach. Because I was traveling with my family, I specifically asked the spa front desk beforehand whether my family could join me at the beach. I was told yes. Had I been told otherwise, we simply would have made different plans.
Unfortunately, my massage with "Eddy" was one of the worst spa treatments I have ever received, and I have had many professional massages and spa treatments over the years. We were brought back approximately six minutes after our appointment time. During a significant portion of my treatment, the therapist simply rested his hands on my back while taking deep breaths. The remainder consisted primarily of extremely slow, light rubbing of lotion into my skin. There was virtually nothing I would describe as deep-tissue massage. It genuinely felt as though the goal was to let the 90 minutes pass rather than provide the treatment I had paid for. I questioned if he was even a professional masseuse after the treatment, because it was the most bizarre massage I've ever received.
To be fair, my spa partner had a much better experience with Danielle. He described her as "very strong" and said his massage was something he would return for.
The facility itself was also disappointing. The spa felt dated and run-down, with old carpeting and dingy, tiny bathrooms, and my massage was performed in what appeared to be an old hotel room. It was nothing like the relaxing or upscale spa experience I expected based on how the package was presented online.
But the treatment we received afterward is the reason I am warning other guests.
When my family joined me at the beach, as we had specifically been told they could, we were suddenly informed that the new lodge management would not honor what the spa/front desk had told us. Instead of recognizing that there was clearly a communication problem between the spa, front desk, and lodge management, the situation became hostile towards us, the paying customers. The new lodge management appeared to be a Middle Easterners, and specifically told us that they weren't affiliated with the Spa in any way shape or form and did not care what they sold us.
We were ultimately escorted off the property while being accused of having "lied."
This happened in front of my family and other guests and was incredibly embarrassing and humiliating. There were only four other people on the private beach besides our party of six. We had just spent nearly $500 on spa services and had specifically asked permission before ever bringing our family onto the beach.
What makes this even more frustrating is that I personally approached the front desk and even offered to purchase a day pass so there would be absolutely no misunderstanding. I was assured that my family and I could enjoy the beach. I actually tipped the front desk employee because I appreciated what I believed was her helpful customer service. Yet when the new owner became involved, that assurance disappeared, and somehow we became the "liars."
If the spa or front desk gave us incorrect information, that was an internal communication issue. Paying guests should not be publicly accused of dishonesty because management and the spa are not on the same page.
I was willing to overlook an underwhelming massage. I was willing to overlook an outdated facility. I even tipped well because I don't like making someone feel badly about their work.
What I cannot overlook is being told one thing before spending nearly $500, relying on that information, and then being humiliated and treated as though we had done something dishonest.
This was supposed to be a relaxing first day of our family vacation in Lake Tahoe. Instead, it became one of the most uncomfortable and humiliating hospitality experiences I have ever had.
My warning to future guests: If you are booking Elements Spa because the package includes lodge or private-beach access, get the exact terms in writing before you pay. Based on our experience, what the spa/front desk tells you may not be honored by the new lodge management.
I will not return, and after the hostile and unprofessional way our family was treated, I cannot recommend Elements Spa or the lodge where it is located to anyone.
