The Spa at the Inns of Aurora — Local services in Town of Ledyard

I went here with a group of 11 girls as part of a bachelorette party. We booked our appointments 3-4 months in advance. 2 hours prior to my appointment time I received a text from the director saying that my service couldn't be provided due to lack of providers. As you can imagine, I was pretty upset because not only was this my first spa experience ever but I also drove from out of state to be there...and I was the only one within our group that this happened to. The only thing they offered me was a "discounted" day pass to enjoy the amenities (pools, cafe) without receiving a service. A full price day pass was more than what I would have paid for a service which makes very little sense. I'm unsure what the "discounted" rate would have been because luckily the maid of honor was able to get me that day pass for free after a lot of persuading. To make matters worse, the director made me feel bad about that after telling me that I wasn't the only person to get displaced and that those who did had decided to pay for a day pass. The director said that she could get me another appointment but it wasn't until later in the afternoon, and our group didn't plan to spend all day there. She offered 3 different services (none of which were the one I had originally scheduled) and said she was trying to work something out to get me one of those services within our timeframe. She had come back to me twice within the first hour of being there and said that she had appointments available, but at that point I just said no because she never offered them for free/at a discounted rate. I was realizing that if I had accepted an appointment, they would have done absolutely nothing to make up for their mistakes. So instead, I ended up using the free day pass and they didn't get a dime of my money. Although it's a gorgeous facility, I will not be recommending this spa to anyone as customer satisfaction is clearly not of any value to them. They claim that "feedback is invaluable" to their business but my experience proved the opposite. For the amount of money people pay to experience this spa, customer satisfaction should be a...

The customer service is atrocious- was gifted this stay and they took my credit card to “cover incidentals” and didn’t disclose the $30 something taxes they would charge on my card. It’s the principle for me- when I called their customer service - who was truly awful - she kept saying she didn’t understand why I was frustrated with a charge that was never disclosed when they took my credit card when I checked in. Honestly I’m surprised she’s in customer service for this high quality inn because she is more suited to be working at a McDonald’s the way she spoke to me - anyway I was definitely going to book another stay but now with this experience, I’ll find another spa/inn to spend my hard earned dollars on. Will never set foot in this place again. Otherwise the spa and the people at the spa were wonderful - the actual inn… no thanks, I only do business with people that disclose charges before they swipe my card and please avoid the song and dance of “our hidden charges are disclosed in the receipt on Expedia for the person that purchased the gift” …. Such shady business practices. Hope they do some quality improvement and improve their...

The stay at Aurora was a little disappointing. We booked 7 days before our stay. A lot promised but most things fell short. The house and room were lovely and clean. The mattress was too well worn and should have been replaced a while ago. They moved us to a smaller room but the mattress was no better. The advertised "hot" coffee in the house sitting area was lukewarm and there was no table cream or milk despite the refrigerator. We warmed our coffee with the microwave. We never got to see the spa because there was no space despite a three night stay and one week lead time. Instead, we traveled 30 minutes to Mirbeau Inn and Spa for an afternoon package of lunch and body/facial treatments. Mirbeau spa was absolutely worth the drive. The staff was friendly and accommodating. Without the spa at Aurora, there is nothing to do in the winter. They did have a yoga session daily but there were no other activities. We did not use the restaurant because our activities were all outside Aurora. Their staff responded to issues as if scripted so there was no help there.

My opinion is that Aurora is overpriced. A lot of corners cut and it...