Coryne S., Thank you for responding to my question. If Groupon and TravelZoo vouchers ARE redeemable on Saturdays then the staff needs to be trained to deliver this message to your past, present and future customers - I was told repeatedly by a female spa concierge, who even placed me on hold to confirm with a manager, that these vouchers could NOT be used on Saturdays. I have used them in the past on Saturdays and she said it was a rule instituted within the last 2 months. As for the effective date of the Groupon, there are TWO purchase options currently. 1) A $200 value for $99 expiring April 5th, which is SOLD OUT, and 2) A $150 value for $99 expiring June 28th, which is still available for purchase. Before I purchased option 2 I called the Spa to make an appointment for March 30th as I will be on travel for awhile thereafter. If I was able to secure an appointment I would have purchased the Groupon, option 2. What I was told was that I would not be able to use it until AFTER April 5th. This is not shown on the fine print - maybe it's on the voucher after people get suckered in to buying it. The concierge placed me on hold to have a manager make an exception for me to use it before April 5th, but then I was told I couldn't use any Groupon or TravelZoo voucher on SATURDAYS because the spa is too busy. I could not believe I heard this. Even before I spoke to the female concierge I had spoken to a male to book a $215 service on March 30th and had intended to then purchase Groupon option 1. The male concierge indicated to me no restrictions that the female one later did. When I discovered option 1 was sold out I called the spa to cancel my previous appointment. Then I called back to make another appointment for the same day, this time with the intent of buying Groupon option 2, and reached the female concierge, who told me about all the restrictions. She even shared that there was an "incident" earlier in the day involving someone wanting to use the option 2 Groupon that morning and was turned down and advised they couldn't start redeeming it until after April 5th. These inconsistent messages and service issues will go a long way to deter customers away and send them to your competitors. I'm a Kamaaina that previously frequented Mandara Spa. The facility also has been showing its age with showers down, and the hot tub not working on several recent occasions I was there. I won't be your customer for a long time, and will warn my girlfriends and others because I feel they should not be victims of misrepresentation.
Cecily C. asked on Mar 23, 2013
Aloha Cecilia: Apologies for any confusion. Mandara Spa encourages the business and endeavors to make things as easy as possible for our guests. 1. Both options, $99/$200 and $99/$150 are both available for purchase on line. (The offer may temporarily list "sold out" if the pace of bookings is such that we may not be able to handle the volume of bookings that are being made. This gets reviewed and adjusted intermittently. 2. $99/$200 must be redeemed by Apr 5, 2013. $99/$150 must be redeemed by June 29, 2013. To make things easier for our guests, ALL offers redeemed before Apr 5, 2013 will be honored at the $200 value. 3. We have previously run other Groupon and Travelzoo offers with different conditions. Travelzoo has nothing to do with this offer. If you have any further questions, please feel free to call Mandara Spa and speak to the Manager on Duty; (808)945-7721. We look forward to welcoming you as a guest at Mandara Spa Hilton Hawaiian Village.
Darryll L. from Merchant replied on Mar 24, 2013