Waldorf Astoria Spa Chicago — Local services in Chicago

Dear Mr. Vago, I am writing to express my disappointment regarding an experience I had at the Waldorf Astoria Chicago spa. During my visit, I encountered two concerns that I feel warrant your attention. First, I had purchased two guest day passes as a gift and specifically informed the staff of this. Despite my instructions, the receipt with the amount for the guest passes was included, which diminished the intended thoughtfulness of the gift. Second, while I was at the spa, I was informed that it was closing. As I was drying my hair, a staff member, Patrick Birch, interrupted me and insisted that I leave. This interaction felt abrupt and unnecessary, as I was clearly preparing to exit. The manner in which this situation was handled left me feeling unwelcome and disrespected. Taken together, these incidents have left me deeply disappointed with my experience. I am also concerned that the interaction with Mr. Birch may have been influenced by bias, which is troubling and inconsistent with the high standards I associate with the Waldorf Astoria brand. I kindly request that you investigate this matter further and provide clarification regarding how such situations will be addressed moving forward. My hope is that future guests will not encounter similar issues and can enjoy an experience that reflects the exceptional reputation of your establishment. Thank you for your time and attention to this matter. I look forward to your response. Sincerely,
Kevin Kim RN BSN BC-RN

On a brighter note, I would like to commend two members of your staff for their exceptional service. Jose, from El Salvador (whose last name I regret not asking for), impressed me with his pleasant manner and accommodating approach. Additionally, Matthew, my waiter at Brass Tacks, provided outstanding service that greatly enhanced my dining experience. I kindly request that you address the concerns I’ve raised and share my compliments with Jose and Matthew. It is clear that individuals like them reflect the high standards your brand aspires to. Thank you for your time and attention to this matter. I look forward to your response.

Sincerely, Kevin Kim RN BSN BC-RN

This is the email that I have sent Tamas Vago (google him) also assistant director of spa and guest services and concierge Judson Corrie.

UPDATE** I have uploaded photos of the interaction between the GM of waldorf astoria (intentionally lowercase), trying to smooth over this incident...

This spa would be good if you are in town staying at the hotel, but I don’t feel like this is a destination spa. For the price, and compared to other luxury spas, these facilities really didn’t impress me. I prefer a place with a dim relaxing vibe, lower lighting, and a little more space. They have a sauna, steam room, whirlpool, waiting room and shower room. The sauna and steam room and really small, if there are two people in there you don’t want to go in. There is no real relaxation space, the waiting room for the appointments is maybe 6-7 long lounge chairs and they all face each other in a circle so it is kinda awkward and not that relaxing. It’s also where everyone just sits until they are called back, there’s no other place to sit and relax. I also upgraded to the BR facial, I had that product before and had amazing results. Unfortunately this facial wasn’t the same. It was fine, but no...

A great spa all around. After flying overseas and back, I was desperate for something to work out the kinks and tension I felt. A signature massage did the trick and then some. Aside from the superb service itself, the entire staff was pleasant and professional from check-in to check-out. I appreciated the tour of the facilities beforehand, which were excellent. The lockers and dressing areas were spacious and clean. The small pool looked inviting, although I didn't get a chance to use it, and I enjoyed the infused water placed throughout. I also was grateful for the vanity amenities, like the hair brushes and hair ties - things that many other places fail to provide. I would...