The Spa at Sunriver Resort — Local services in Sunriver

Update— Only after posting this negative review did Sunriver Resort finally resolve the issue. While they eventually refunded us appropriately (nothing extraordinary— they did not go above and beyond by any means in their customer service), I still stand by my initial review that Sunriver Sage Springs has the WORST customer service. And I still standby my recommendation to NOT purchase gift cards online from Sunriver Resort and Spa.

Original Review: I am extremely dissatisfied with the customer service at The Sunriver Resort’s Sage Springs Spa. I have never experienced such terrible customer service with any business, let alone a resort and spa.

To make a very long (multi-months-long) story short, I purchased a gift card for The Sunriver Resort online and paid $10 extra to have the gift card mailed directly to the recipient. However, when the gift-recipient went to use the gift card at Sage Springs Spa, it had no funds attached to the card (despite having e-mail confirmations and a bank statement showing that I paid for the gift card). What was supposed to be a nice gift and time of relaxation ended with the gift-recipient having to pay for the spa services out of her own pocket. Then ensued a multiple-months-long battle with Sage Springs Spa, and specifically Sage Springs Spa Operations Director, Michelle LaCroix, to try to remedy the situation.

I am disappointed to report that Sage Springs Spa’s response was inefficient and inadequate. After months and months of calling to resolve the issue, (I had to call 30+ times over 3 months), the only thing they did for me was add the funds that I had already purchased to the gift card. This was the least thing they do, since up to this point, they had effectively withdrawn money from my bank account but had not allocated those funds to a gift card, as directed (i.e. THIS IS THEFT). After they had effectively stolen from me, plus the inconvenience of the gift-recipient having to pay out-of-pocket, plus the hassle of having to follow-up for 3 months!!!, I requested two things to make it right: first, that they activate the funds to the gift card (the least, legal thing they are obligated to do), and second, that they refund the charges that the gift-recipient had to pay out-of-pocket the day-of the service (essentially comping the service). What I was asking was nothing extraordinary. The dollar-amount was negligible. As a business, they should have this type of customer service compensation in their budget. But they were unwilling to make it right or appease a customer. They were unwilling to do anything above the absolute bare minimum to try to remedy the situation or compensate me or the gift-recipient for the absolute headache it was to deal with them. This could have been resolved in one phone call, in one day! But instead it was dragged out over months, eventually ending in the Sage Springs Spa Operations Director, Michelle LaCroix, ghosting me and not responding to my calls for weeks and weeks.

Honestly, all this effort was not worth my time or their time. But it’s the principle of the thing. They made a huge error by not loading funds to the gift card (again, THEFT). Then, they were inefficient at remedying the issue (3+ months, with me initiating over 30 phone calls!), and their solution was the bare minimum with no regard for my experience as a customer.

Long story short, DO NOT BUY ONLINE GIFT CERTIFICATES FROM SUNRIVER RESORT & SPA. And do not expect them to care about you as a customer, to do anything above the bare minimum to make things right, or to be efficient or effective at their customer service. I’m extremely dissatisfied and disappointed. I would never expect this kind of customer service experience from a resort like Sunriver...

I enjoyed my visit to the spa - a gift from a friend while we were visiting Bend. The changing and relaxation rooms were nicely appointed and smelled of heavenly eucalyptus. David, my capable masseuse, made me feel very comfortable and actually managed to eliminate my pent-up, end-of-year teacher stress. Management, however, ought step up their game. Signage for the spa is lacking, and spa parking is almost non-existent. The meandering parking lot is a mess of giant, eroded potholes and tenant-only parking signs are posted in the only viable spots, leaving spa guests few options. Additionally, the sauna was out of order making the dated and slightly crusty jacuzzi "grotto" our only option pre- or post-massage. No adjustment or concession was even offered, and we weren't notified ahead of our appointment, though it's touted as part of the spa package. My overall impression was that the staff members show up, do their jobs, and are as helpful and accommodating as they're allowed to be, while management is focusing elsewhere and falls behind on maintenance and the aging infrastructure, and counts on the fact that many of us aren't repeat...

I had the absolutely worst massage ever last week with David. First he doesn't look like he works for a resort destination spa. He poured oil all over my body, kept rolling my body side to side jiggling it. then he attempted to find the muscles only to press down one time and then touch to find it again. literally after I left I told my friend (who has been there a few times before and raved about how nice it was and that this was going to be amazing) that my neck didn't feel right. within an hour I could not turn my neck. it has stayed that way for 5 days now. Its horrible and kinda scary. That is why I am writing this review now. not only did I pay an outrageous amount for the worst massage ever we couldn't even use the other spa amenities. Feel like they should have reduced prices since the spa experience wasn't there. I also want to mention I get regular monthly massages at home so I know what a good massage is and how it is...