jessica h.
Yelp
The spa experience was good - particularly the massage. Unfortunately, the customer experience dealing with the retail staff/manager was not.
At the end of my service, I went to pay the tip (had already purchased the Travelzoo deal). Tip was 20% based on true service prices--before Travelzoo discounts. The charge ended up being 50% of the service prices, so I knew something was off. The staff told me that it was correct, so I left. Shortly after, I dove into the listed prices on the website, and discovered that I was in fact correct. The staff realized at the same and called me back to tell me they accidentally charged me for a product that I didn't receive, ask for or want. They went ahead and refunded and told me I should see it reflected on my credit card within a couple of days, and I should let them know if I didn't see it.
After a few days, I didn't see it, so I called back - took a good 3 phone calls to get ahold of the correct person. He investigated and realized that they made another mistake - they hadn't actually refunded my card. He said he went ahead and issued the refund to my card, and again I should see this reflected within a couple of days.
After a couple of days, it wasn't reflected. The admin at the spa said that they can see the transaction in their system, so they've done they're part, and I'd have to reach out to the credit card. I've now begun the dispute process with my credit card, which will eventually get this fixed.
According to Eurostars own description the "spa services are geared towards providing maximum relaxation for each and every guest, ensuring they always have a revitalizing experience." The relaxation lasted only for the duration of the actual service--since then I've been stuck fixing their errors, which I don't have the time or energy to do their jobs for them.
While the service was nice, it was not worth the added stress.
