During our ski trip, my husband called the spa to book a massage and thermal baths for both of us…read more The person he spoke to on the phone confirmed that there was availability for both the massage and the thermal baths.
However, when we arrived, we were told that the massage had not been booked and that there was no record in the system that such a reservation had ever been made. The only reservation that existed was for the thermal baths.
We had specifically requested both the massage and the thermal baths, so we decided not to stay for the thermal baths alone.
Complaint Regarding Incorrect Reservation and Unjust Cancellation Fee
We would like to thank Ms. Flodie for explaining to us that this situation was my husband's fault because he did not check his email while skiing. According to her, he should have done so, despite being told over the phone that the reservation had been successfully made.
As Ms. Flodie informed us, we are apparently responsible for this entire situation and are required to pay a 50% cancellation fee for the thermal baths, which we did not intend to use on their own. Be careful when you are making a reservation over the phone.