The Ritz-Carlton Spa, Half Moon Bay Spa — Hotel in Half Moon Bay

I missed my spa appointment and did not receive an advance notice from Ritz Carlton, HMB to remind me of the actual appointment. Jose (spa manager) called during time of actual spa appointment to inquire as to why I was not onsite for the massage treatment and that THEY had sent me an email about the booking when I called their spa desk initially to arrange. I informed him and apologized that I had clearly forgotten about the timing of my appt, and an email search on my side revealed that i had not received anything from RC pertaining to the actual call-in booking confirmation or reminders. Long story short, I rebooked the spa appointment with Jose over the phone and was charged $40 for same day rebooking fee as stated on their cancellation policy. After rescheduling the appointment with Jose, I immediately received a booking confirmation via text message plus 2 email notifications which is pretty much the norm these days when booking any appointment be it doctors, hair, nails, wine tastings, airline bookings etc. Today, after I've had time to contemplate how things were "handled", I called the RC HMB spa and spoke with Jose to inquire if he would kindly reverse the $40 fee in light of the fact that Ritz had not done its due diligence regarding text/email correspondence notifications and reminders post my initial booking. Jose instantly adopted a stern and unwavering "attitude" and began to argue with me saying that the customer needs to take responsibility for own appointment management and that he would not waive the rescheduling fee. However, at same time he also stated that he would speak with his staff members to ensure they communicate and command their booking system to generate appointment confirmations and reminders for customer spa bookings going forward. It's not so much the $40 move of services fee that I am upset about but rather the fact that he lied to me when he judge-mentally claimed without back-up proof that RC had sent me a confirmation email after the 1st initial booking in his less than desirable tone of voice and choice of words!!!!! What disappointed and shocked me the most was "Manager" Jose's hostile, argumentative and uncompassionate style in how he handled our conversation during my request. Even when he called me to say I had not shown up for my appointment initially, he had quite an arrogant tone to his voice then too and acted like he was doing me a huge favor on the reschedule!!!! What has happened to CUSTOMER SERVICE at these former esteemed establishments. I've NEVER experienced having a manager basically fight me over the phone and pretend to wish me a nice day, invite me back to the establishment in the future, when done with his condescending execution. If RC could activate my booking notification succinctly the 2nd time around, they should have and could have done same the 1st time!! Surely it is a vital part of THEIR customer service protocol to maintain consistency across the board in their correspondence with their clientele. Things happen, circumstances change in the blink of an eye for anyone, so it would be tremendously beneficial for the customer to receive a prior notification in order to take the appropriate action ahead of time. After that, it could be considered no responsibility on the RC side if the customer failed to respond to an advance reminder notification. I understand that Jose's customer service skill patience can be put to the test at times but I did not expect to be disrespectfully reprimanded , spoken down to, talked over, and basically told to "get lost" just because he was clearly determined in his mind and on his end to NOT take any ownership for the mishandling of the situation at hand. I can only conclude that this BAD BEHAVIOR is a sign of the times and goes hand in hand with people being nasty and uncaring about others these days unless it's in their interest to "be nice!!!!"!!! SADLY...The Ritz Carlton HMB appears to have lost its once loyal and caring appeal. It's so very...

A pricey spa at an upscale luxury resort hotel is only as trustworthy as the staff serving on its wellness team. I'm sorry to report it is my personal experience that the spa management at the Ritz Carlton HMB demonstrates zero standards for the massage therapists charging hundreds of dollars for treatments. I experienced a young woman who seemed skilled in the Thai massage techniques. She was so trusted after one treatment, she began coming to my home near the hotel after work at least once every couple of weeks to treat myself and my husband, who is 73 and suffers many health issues and chronic pain. She parked her massive table and equipment in my loft office space saying we were her only mobile clients. I came to learn this so-called 40-year-old healer was carrying on an inappropriate relationship with my husband while massaging me at the same time. I wrote to the spa and provided evidence of her accepting gifts, money, investment and trips and many lavish meals out on the town. The HR director called her in but refused to follow up.I later wrote to the spa manager and the hotel manager not out of malice but to share my concerns not just for myself but for other women who might have husbands and significant others booking at this luxury hotel with this person, who also works at the Sand Hill Rosewood Hotel. That hotel followed up and was very upset to hear about this major breech of ethics considered a California massage therapist code violation for obvious reasons. Once I caught on, she finally collected her equipment from my home on Christmas even while I was away while refusing to answer any questions about her lying to me. I now opt for a small affordable Wellness spa in a Safeway market strip mall in HMB where the team is talented and at least honest. Let my horrific experience serve as a warning to women to be careful about booking massages for themselves and significant others at this hotel and even more careful who they allow inside their own private homes for treatments in an intimate setting. My trust in the Ritz HMB spa has been shattered. This is the hotel where we were married in 2015! It's where we took golf lessons and spent thousands on meals. I was so vulnerable allowing this deceitful person to work on my body while grinning and lying to me and willingly deceiving me for her own financial gain; and now I'm separated after 12 years and she is still posting public images showing more luxury travel and very much employed by the Ritz Carlton Half Moon Bay. Sure it takes two to tango but she is on a wellness team, for God's sake, and the hotel should be ashamed of its total lack of accountability in this matter and zero concern for the welfare of...

Yikes!!!! We’ve been to 20 Ritz and this is BY FAR the worst one we have visited. Actually, the only bad one. It’s terriblr actually. He view is good. The spa is great but the service and amenities and noise are insane! Starting early in the morning they are sawing and grinding up above us. The restaurant is above us at night and you can hear them big time! No peace at all at this place. On top of that, the service is lacking and they don’t seem to care. Ordering food outside is a joke... it takes SO long and you can’t even get a napkin. Seriously. We had to leave. There’s no place to grab a cookie and a cup of coffee... they don’t have a signature shop or a place to get sundry items. I’ve never seen that before. The town doesn’t want them here and that’s apparent by their lack of Half Moon Bay merchandise. A local actually told us that it’s been a huge fight between the community and hotel and you can see why. The worst part is they don’t really seem to care. This is NOT worth the money. Seriously... go some place else. I thought it would be peaceful to look out at the ocean and read but it’s impossible. Most Ritz-Carlton’s I leave wanting to come back. I’ll never come back here. M I hope this isn’t...