I am hoping that now having taken two weeks to let our disappointment settle, I will be able to give a less emotional review of Waer Waters.
My partner bought a BLOOM package, worth 145 euro per person, at least 2 weeks prior to our visit. You leave your money in the trust of a recommended wellness resort to diligently organize your experience. We were there as a gift for my birthday, and so the only goal for our evening at Waer Waters was that we spent in together.
Upon arrival at 1900, we were greeted by Sam Reniers. We learnt our massages were not scheduled to happen at the same hour. Sam said he would look into seeing if it could be rescheduled for the same time, unfortunately that was not possible. We were willing to go ahead until we asked about the hours of the buffet (that was included in our package). Learning that we would not be able to eat together either – since the 45min massages were scheduled at 1930 and 2030 respectively and the buffet was no longer available after 2100 – we asked if we could come back another day since two of the 3 activities comprised in the package we would spend doing individually. Sam said he would need to check with his responsible. He came back to use saying that what we were not able to reschedule the package to another day, that leaving would mean we forfeit our massages and buffet. If we left, all he could compensate us for was with a 2 for 1 voucher that meant an entrance to the wellness amenities for 2 persons at 51 euro valid from Monday to Thursday.
Sam tried to empathize with us, saying such a thing has happened to him too. Yet he felt it reasonable that all he and the resort could do about the already sour situation was offer us a voucher…
With not much of an option, we decided to salvage what was left of the evening and went ahead. For that we take full responsibility, we should have just left.
I had dinner while my partner, Willem was getting his massage. I picked my spot, left to check out the buffet and came back with a slice of cake and scoop of ice cream on my table. Elated I sat down thinking it was for me, that Sam recalled we mentioned it was an evening to celebrate my birthday and organised it as an apology for the little that could be done with our request. Embarrassingly I was very much mistaken, it was taken away by the waiter, whom I thanked, and given to someone else. Luckily, I hadn’t taken a bite of it. When I was having my massage, Willem had his dinner. Woefully, he was asked if he came alone and Willem’s conversation about the situation with the staff of the restaurant encouraged him to seek out the responsible.
I looked for Willem when my massage was done, by then he was already waiting a good 15mins to speak to a manager. Since the superior for the evening on the amenities floor was unavailable, we were told there was another at the front desk with whom we could speak to if we were set on leaving. We were. We got changed and approached the check out desk where Brandt was awaiting us. When asked if we could speak to the manager, he assured us he was. Again, we repeated the sequence of events. We for a second felt comforted, because he said he will be taking note of our experience to pass it along. To our dismay it was because he too had no authority to make a decision on behalf of Waer Waters to absolve our displeasure. He said we would hear back from him soon.
In the car, 20mins later, Willem receives a call from Brandt. He tells us that we have the option to keep the voucher we were given or be refunded 10 euro per person. He said we would get back to them via phone, on what he decides, till date we haven’t. But neither is there a phone number available...
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