The Spa at Old Edwards — Restaurant in Highlands

We are staying at the OEI for an anniversary trip. Thus far it's been memorable and beautiful here in spite of the overcast and rainy weather. Last night before dinner, we spontaneously wandered into the spa reception area in the hopes of getting lucky for an appointment today. A family was in line ahead of me, asking for the same thing.. the receptionist apologized profusely that nothing was available but would take her name down and call her should any cancellations arise. They left and I moved forward to the reception desk. The receptionist asked that I give her a few minutes (she was still typing) but no eye contact was made. During her typing, she asked how everything was, to which I responded, 'good thanks' (this will make sense shortly). Finally she looked up and asked if I was ready to pay. Confused, I giggled nervously and replied that I just walked in from the outside and didn't receive any services. She then asked how she could help. I asked whether there were any massage openings or cancellations that I could take advantage of for the today or even tomorrow morning.. she looked at her computer and said nothing is available but gave me a time on Wednesday for a manicure appointment (which is not the type of service I was asking for.) Now you know in Pretty Women, when Julia Roberts is rejected in the snooty boutique for looking out of place? That's exactly how I felt, because these girls made no effort to make eye contact, nor ask when I was leaving, what kind of services I was interested in, nor whether I was staying on campus, let alone take my information in case a cancellation took place like she did with the customer in line before me. I would've been perfectly fine paying for and simply wading in the mineral baths but was not given the option because no effort was made. Customer service here leaves much to be desired. Not even an alternative to anything else in Highlands. Appalling service! I don't take away from the beauty and lovely hospitality we've received during our stay (and we're still here) but the service from the girls working the reception area on Monday, Nov 20th around 5pm put a damper on my OEI experience. It's not their fault they didn't have availability, but they failed in making it bearable with their dismissive, unapologetic and dare I say, discriminatory...

I would give the spa 3 to the massage therapists because the cactus’s massage was ok but the rest to the whole experience left such an awkward impression I’m leaving it at a 1. It was my husband’s birthday and I called ahead and asked if there was anything they could do to make it special and they said they would for sure do something. I had read reviews about this place they do something special which is usually the case at any other “nice/award winning/luxury spas we have visited. The guy at the reception mumbled Happy Birthday at check in and it overall wasn’t a very warm check in to start so customer service did not really deliver. In addition, the massage therapists didn’t know that was his birthday. I was told when I booked and also when you go on the site under the spa it shows you being able to use the pool but then I was told no, you just get to use separate spa facilities so we didn’t know it would be us separated. In addition, the check in and review of the facilities was very rushed. The massage as mentioned we both thought were ok but we’ve had better at other spas. The locker room factories were ok and the steam room had a distinct ofputting smell so I stuck with using the whirlpool and the large shower that was nice but temperature was a bit difficult to gauge. In the end, when I went to pay the bill I noticed there was a significant amount of fees added to the bill so I asked and the lady sighed and rolled her eyes and clearly was annoyed that I even asked about them. As she explained all of these fees that are tacked on such as facility fees, she mentioned that only 15% of the technician fee goes to your therapist so you should tip extra. That really sets a very sore impression and also a misrepresentation. It’s discussed and even says when you book there is a 20% service charge for your therapist added and that is completely fine but now you're told that is not the case and you need to pay more after all of these extra charges tacked on. We had so many great activities we did in the highlands where the service providers went above and beyond to make things special and deliver great service with us not paying even close to the large bill we paid for a couples massage that left me feeling guilty for how much I paid and not feeling it was a...

At a loss as to what to do at this point...

Last fall, my husband and I stayed at OEI and had an AMAZING experience! Spa included. In fact, it was probably the best massage I have ever gotten in my life. We enjoyed OEI so much, that we have planned a trip this November with our daughter, and both sets of our parents. Unfortunately, our experience this round hasn't been as incredible. I have been reaching out for months now to book with absolutely zero response from anyone at OEI.

Early June- left a voicemail with spa June 13th I emailed the spa directly via email June 19th I emailed the woman that booked our reservation but received an email that her email was blocked (yes, I checked to make sure the email address was correct) June and July I have made several calls to the spa since then and they would not go through, not even to leave a voicemail. Maybe the phones were down? I called during business hours. July 21st I called and talked to reservations. A lady, I did not get her name, told me the only thing she could do was take my name and email and have the spa contact me directly. No apology from her and no email from the spa. June and July I have checked the spa's direct booking page several times, but those times do not seem to be open for booking yet. It is now August. I emailed today to the spa and OEI today about timeline and am waiting a response.

At this point, I am at a loss at what to do. We are having our parents with us on this trip, and have been trying to book 3 custom 80 minute massages for myself, my mom, and my mother in law in advance as possible since I know the spa books fast. I'm not sure if the spa takes bookings this far in advance, but I cannot even get in touch with anyone to answer.

After such an amazing time last year, the experience, accommodations, and customer service, the lack of response to our inquiry this round has been disappointing and shocking to...