Red Earth Spa — Local services in Banff

Dear General Manager and Spa Manager,

In 2020 I planned a long over due visit with my sister which included a visit to your spa which we have been coming to for many years. Of course the pandemic broke and trip was canceled. It’s been a long difficult couple years and when things began to open up we immediately planned a relaxing trip to your spa as soon as we could.

We went there and were so disappointed we just left without following through w our services. Very upset and having had to pay for a portion of services we did not receive as that felt better than staying.

Here were the issues:

-You advertise that the Red Earth Spa is an oasis and a relaxing experience for spa guests to enjoy the pools that are pictured to be “grotto like” ambiance. What you fail to mention is that the whole hotel has access to “pools” as well and we can 1.5 hours early to our spa appointments and were met w 15 teenagers running around throwing water at each other and screaming with no control from staff.

You failed to mention the steam room was broken.

You were unable to provide spa appointments we booked due to staffing issues and we had to rebook. Not realizing our appointments were then spread out that would make our time at spa double spread out so long we would be there very long and having to drive back to Calgary very late. There was nowhere to sit but in a “quiet space” listening to screaming from the pool or join it in the pool area.

The spa lobby was filled w laundry bins upon arrival.

When asked at the front desk respectfully for the General Manager’s card they would not give one.

This spa used to be run so well and details were noted, we have made a lot of memories here. We always found value and loved our experience. This day the hotel was run wild of kids and guests from a hockey tournament and it felt like nobody of management or ownership cared. The thought here is are we running a spa grotto or a hotel pool? If hotel guests can enjoy the pools the outside paying spa guests should be made aware. We would have planned differently. Instead we paid $91.56 to leave and found more value in that than staying.

I hope this is taken as honest feedback from someone that appreciates the little things. As we paid to leave you could hear the screaming from the pool at the spa desk. It all felt very disjointed. Thank-you for reading this, I don’t like to write negative reviews and wanted to reach out directly. But no response via e-mail.

We...

Not an inclusive space. I booked pedicures and the thought had crossed my mind to ask if they were a size inclusive establishment, but ultimately I didn't think that was something I should need to do. Of all places, a spa, literally a business working with human bodies, should understand the diversity of a body. Of course they do know that, given that their staff have rather diverse body shapes. So, given that they have brains and large sized staff, it goes to show that they intentionally do not include accomodations for people who are larger than average. My hips are big, and I could not comfortably fit into their given robes. There's no real reason they can't have either options available, or give robes that are sure to cover everyone. It's a robe. It's not meant to be form fitting. No one will complain at extra fabric. Being in a tight robe that leaves a person exposed when walking or sitting is so unbelievably uncomfortable and humiliating. I brought it up to the girl at the front desk, and she didn't seem concerned, not that she would be, as she fits societies standards. Her empathy was lacking and she quickly brushed off the matter, mentioning only that she would "bring it up", and not engaging, conversing, or offering any sort of solution. The girl behind her didn't say anything, but she looked like she did actually care about the issue. Hopefully she said something. And then aside from that, the given sandals are tiny, and not for anywhere near all feet. I just don't know why a spa would not have options available, offer at the beginning to have a size selection, or just make everything comfortable and inclusive. It completely defeats the purpose of relaxation and comfort. If someone is choosing a service that is based off of making a person feel good, that service shouldn't be doing what it can to exclude certain people. That's wrong. I do not recommend this spa if you have any sort of issues with your body, especially if you are not able bodied, as it does have stairs to get in. If you want a place you can truly relax, and sitting in a lounge with a chair doesn't make you highly anxious/exposed/uncomfortable, please go elsewhere. That said, the actual pedicure that I booked was well done, and the ladies performing the service were excellent. It's unfortunate that they have to be represented by a divisive and...

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