Lori S.
Yelp
A Warning to Facilitators
I first facilitated a retreat at Kalani in early 2014 and had a wonderful experience, much in alignment with many of the 4 and 5 star reviews here. Because of this, I booked and paid a deposit on a second retreat, which would have been held in February of 2015.
In October 2014, Kalani underwent a reorganization. Several people were let go, including the woman with whom we had been working since the first retreat. Apparently, several more quit in protest of how the reorg was handled. Shortly thereafter, our new group coordinator left. From then on, it was a disaster. Contacting anyone was impossible. When contact was made, it was less than a month before the retreat.
At this point, my co-facilitator and I no longer felt comfortable bringing people to Kalani. Tina was professional and understanding. She said that I was not the first facilitator who had called with concerns. She understood our canceling. I requested a full or partial refund of the deposit based on Kalani's lack of follow-through. She promised to talk to the manager and get back to me on a specific night. This did not happen.
I have led many retreats at many locations. I own several businesses. I understand nonrefundable deposits, and normally consider it unethical to ask for a refund. But when the foundation of a center changes and the resulting communication failures are entirely on the part of the center, they have not honored their part of the contract.
In our conversation, there was aggression on the part of Kalani, making it far more unpleasant than it needed to be. They refused to refund any part of the deposit or to take any responsibility for their lack of professionalism.
Kalani is a beautiful place, with an amazing proclaimed belief system. I hope that their reorg lands them back in being an ethical leader in the community, as I believe they once were.
It is highly likely, if Kalani responds to this, that they will bring up a trade agreement I had with them before the reorg, one for which I did not have a written contract and that they therefore did not want to honor. This is a separate issue from the retreat, although they somehow managed to get mangled together in miscommunications.
Here is the log of our experience
10/3 - Emailed to ask if we could pay our second deposit on 11/10 rather than 11/3, since I was going to be on vacation. Same day, JaRed, our group leader, emailed back and said yes.
10/27 - email from Jared that he was leaving, and Tiffany would be handling all groups.
11/10 - Called and emailed Tiffany to talk to her about options of cancelling, and also voice concern over no one finding us through the Kalani website as we had expected. I did not detail this in my email or phone message.
11/11 - Return email from Tiffany, telling me they were busy with a yoga fest and she would call as soon as she could.
11/12 - Tiffany called; I wasn't available. I called back (got voice mail) and also emailed asking if we could schedule for the following Tuesday.
11/18 - Tiffany emailed to tell me there had been a lightning storm and only a few phones were working, and hers was not one of them. Asked to reschedule.
11/18 - I emailed her back with some times and dates that would work for me.
11/24 - Tiffany emailed to tell me the phones still weren't working, and could we play it by ear.
11/24 - I emailed back to say yes, but that I did need to talk to her.
Between 11/24 and 1/3, when I finally got ahold of someone, I made at least 10 calls trying to reach someone. Either the internet was down, the phones were down, there was no way to transfer phone calls to specific people, or someone said they would take a message and pass it on. I found out Tiffany didn't work there anymore; Tina was the new group leader. Called Tina and left 2 or 3 different messages before:
1/3 - got ahold of Tina. Explained the situation. She was very kind and professional and did not promise anything, but committed to talking to LJ (the manager) and calling me back Monday night, 1/5.
1/7 - I emailed Tina after not hearing back
1/7 - Tina emailed to tell me there was a power outage so she couldn't call, and she had not had a chance to talk to LJ.
1/7 - I emailed to thank her for letting me know, and told her that two of our retreat participants were rolling over into my friend's retreat that was happening there at the same time, and that perhaps we could roll over our deposit to that retreat so no one had to refund anything
1/10 - Tina emailed to acknowledge receipt of my message and to tell me she hadn't been able to talk to LJ yet.
1/13 - Email from LJ saying we gave less than two weeks' notice to cancel and there was no way he would refund any money