LuLu Clair

Review of Ten Thousand Waves

We stayed here for my birthday last week and, over...

We stayed here for my birthday last week and, overall, the experience left something to be desired. The spa services themselves were wonderful, as were the baths, and the food at Izanami. But each time we interacted with staff we were left feeling less than, and that lack of customer service really made the price tag feel like a stinger.

We stayed 2 nights in two different rooms. Both rooms had old lumpy mattress. For $300+ a night (not including spa, food, fees etc) we expect to sleep in quality bed. The second room we stayed in had a weird strip of lights under the cabinet that we could not turn off. By the time we realized that this was going to be a problem, it was after office hours (8:30) and only had an emergency phone number to call. This didn t feel like an emergency we wanted to deal with so had to toss and turn all night with this bright glow next to our heads.

As for the spa; we both got a series of spa services that were presented as packages, the services themselves were great but each time one finished they would just drop us off in the spa lobby and no one would tell you if you had another service coming up unless you walked up to the host stand each time. It wasn t until after my
Services that i realizes they completely forgot about one of them, and when i asked the front desk about it i was told oh yeah you did, we talked to the spa and they said you did . To which i responded, no i think i would remember a salt scrub but it s fine bc i really enjoyed my services. They called back and made some excuse about them switching my service around but did not offer any discount or attempt to make up for it.

Honestly the setting is beautiful and very peaceful, but for how much you spend it s so important to make your customers feel cared for. All in all just come for the spa services and get ready to deal with some sassy staff in trade for a beautiful soak.