Consumer complaint received 2022-03-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ohio XXXX XXXX ( XXXX ) XXXX Re : XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX On XX/XX/XXXX I booked two XXXX XXXX XXXX  with XXXX at XXXX XXXX XXXX located at the XXXX XXXX XXXX XXXX  for a facial and back massage with my daughter and her XXXX children ( XXXX of us ). I utilized approximately a half hour going over the details with XXXX about age and gender, and names of my daughter and grandchildren beforehand for a spa day and date of XX/XX/XXXX for a XXXX XXXX check-in, since there was not enough staff to accommodate our request before this date and given the services we requested- Initially XXXX attempted to upcharge us for the children but after the manager could not find anything in writing on their website ( regarding the upcharge ) she communicated that she would " Waive the fee '' .We were advised to be there early to check in because we would have to have two opposite services XXXX When we arrived, the receptionist communicated that the facial was not booked nor could we receive massages since they did not have a male massage therapist available for my grandson. 
My daughter advised that I cancel all services and follow up with this at another time. She then asked if the spa was corporate or family owned and for a copy of our trail of paperwork, this sparked an epiphany with the manager and we proceeded to get our massages only. We were again reminded of the rules for the children whom understand and respect rules, authority and consequences. 
Thankfully we enjoyed our massages, and the massage therapists. 

After my XXXX  massage with my grandson, he was given his clothes in the room in a plastic bag- told to get dressed in the room and exit the spa. Our granddaughter went to take a shower as part of the dressing room where her clothes were stored in a locker as myself and her mother proceeded to go to the jacuzzi. We were interrupted by the first manager communicating that my grandson could not be in the waiting room of the spa- he left. We were again interrupted n the jacuzzi room and advised that my granddaughter was roaming around- ; when her mother asked for clarification, she was told that my granddaughter was in the shower- she advised that minors could not take a shower- again which is the not in the rules as I have read every fine print available- she was not in the cascading shower which according o your brochure was the walk in small shower that was located in the room with the jacuzzi, sauna, and steam room all located in another room and clearly labeled on the outside. There were no rules in any of the wording in the website FAQS which is attached indicating that minors were not able to take a shower in the locker room where lockers are stored and utilized by all female guests including her belongings.

Feeling uncomfortable with the interruptions, my daughter and I went to the locker room to get dressed, where my granddaughter was also getting dressed. It was then that a third manager came into the locker room and continued to reprimand us in front of her and stated that the she was sorry that they neglected to tell us this rule. At this time, I told the Manager that she had ruined our time and experience and that I felt as a sharecropper must feel to be begging them for a service. This experience was booked as a teaching opportunity for our children/grandchildren to expose them to a supposedly better and professional environment. This ruined my entire days and birthday for one day in which I had to wait and spend half day going over our requests for booking and reserving an open day for services while the whole experience which also left me speechless and shaking inside for the discomfort, verbal abuse and disrespectful treatment sustained by each of us as well as a feeling of disdain regarding this experience. We than proceeded to dress without enjoying anymore of their facility since we were constantly interrupted reprimanded and scolded during our service.

At the front desk we were greeted by a police officer who only served to further agitate the situation again alluded that we said he was disrespectful which we never did. We simply queried why he was there and he blew up at us. He stated that it is his job and that he needed to be there. He was attempting to energy charge us so that he could have an excuse for his behavior. We still had to pay for this disappointing and un customer friendly experience. The whole event left me in tears because this was a birthday treat to enjoy as a family which left me sick, stressed and distressed. 
I am attaching a copy of the rules listed on their website for your review. In short, I would like to request a full refund and apology in writing from all. 

XXXX XXXX

Company response to consumer: Closed with explanation