Dennis

Review of Four Seasons Hotel Toronto

REPOSTING REVIEW OF FOUR SEASONS SPA FOR VISIBILIT...

REPOSTING REVIEW OF FOUR SEASONS SPA FOR VISIBILITY:

I want to start off and say I am not the type of person to write a negative review. However, my experience tonight at the Four Seasons Spa has compelled me to document the lack of professionalism, communication, and accountability that one should expect from an "award-winning hospitality" provider.

My partner booked an appointment for herself on Monday, November 12th, 2018 @ 7:15 pm and a couples' massage on Saturday, November 24th @ 7:15 pm. Both appointments did not take place so we cannot comment on the actual service itself. From what we hear it's great but we will never know.

What happened:
My partner went to her appointment on November 12th but was told it was cancelled the massage therapist was sick. The spa reception claims they called and emailed my partner of the cancellation but she never received a phone call. The funny thing the spa reception did not even have her number on file so they blatantly lied to her about calling.
The spa reception offered the use of the amenities (pool, hot tub, sauna, etc.) and a complimentary massage for her next visit. Albeit a little sad, she was completely understanding of the cancellation and accepted the offer. Please note that at this time my partner confirmed our next appointment scheduled for November 24th, 2018.

Fast forward one week:
I received an email from Shane McMackin from the spa reception on November 17th, 2018 to move our couples' massage just 15 minutes later to 7:30 pm. The email (attached) clearly stated that they would move both mine and my partner's appointment to the new proposed time of 7:30 pm. We didn't think this was an issue and said to go ahead.

Fast forward one more week:
We started our day both excited for our couple's massage. We made sure to keep our phones on us and checked our emails regularly (inbox, junk, etc.) to make sure that there was no cancellation. Upon arrival at the Four Seasons Spa, we met with Shane McMackin and another receptionist. I stated my name and was informed that my male attendant was ready (we had booked a female but at this point, I didn't care). However low and behold, my partner's appointment was cancelled.

Shane explained to us that her reservation was cancelled "two days ago" but we NEVER contacted them to cancel any appointment. Both receptionists did not take any accountability for the mysterious cancellation explaining it was authorized by someone in the reservations department.

At this point, both my partner and I were visibly upset. You would think that after her first failed encounter the spa would take extra care for the second visit. We signed up for a couple's massage but instead, she was offered a complimentary facial which she declined because that's simply not what we made an appointment for. I decided at this point to cancel my appointment because I did not want to have a massage alone. In addition, we were then offered a complimentary dinner but we were under-dressed (think Lululemon's and running shoes) because we only intended to go to the spa. Lastly, Shane McMackin gave us his card and once again offered complimentary visits for our next booking. They can keep offering complimentary services but I have absolutely no faith in the Four Seasons Spa that it will happen. Time is not cheap and we simply cannot afford to show up again only to be disappointed.

Thank you for taking the time to read this rant/review.