The Spa at Kilaga Springs

Name: Iryna Vainarouskaya
Rating: 1
Review: For more than a year been trying to redeem my gift certificate for $180 massage. Two times they cancelled it themselves right after email confirmation (basically ruining all the plans), each time reschedule added 3 extra months waiting for the next available appointment. Second reschedule was anniversary one, in a year from the day I got it, scheduled on my birthday. And they also cancelled it. Again, couple hours after email appointment confirmation which was already received.This time they apologized deeply and didn’t reschedule but put me on a wait list for cancelation.Although it became annoying.However, personally, I understood the situation,so I agreed to wait.Two weeks later, on Wednesday, June 1, they called and offered me time in just a day, on Friday June 3. That was not very convenient but still manageable more or less, so I accepted, I received email confirmation of my booking right away and they verbally confirmed the appointment the day after tomorrow.Half an hour later they called again. Apologized. Then lady asked me for my credit card info over the phone. I hesitated at first, but then refused, as my appointment was already prepaid in full, and asked why did they need it? I had gift certificate on hands covering whole service which they already knew, as I completed online registration with all personal information. She insisted and stated that in this case they can’t keep my appointment unless I give them my credit card info over the phone (just to keep it on file they said??). It began to sound idiotic. My appointment confirmation didn’t mean anything anymore for them, my gift certificate for $180, either, first they asked for it number then decided they don’t need it and better give then cc anyways. When I refused to spell it over the phone, they refused to keep appointment they offered. I was showed with this turn. I kindly requested a refund for an unused gift certificate which I was unable to redeem for more than a year by their fault. They refused it too. Looks like all they need is money, not customer loyalty, I was not even their client yet, but might would become, however, their credit card pushy ‘policy’ which appeared from nowhere ruined all the positive vibes and experience of that place. Shame on you, Kilaga and your supervisor who rule this place this way.
Date: 2 years ago