Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my friend stayed at Touch of Heaven spa on February 18, 2024 and we paid 315.90$ to stay in the overnight rooms (there are two rooms, we stayed in the Beach room) and with that, we had access to their mini nordic spa pass, which gives you access to a small pool, a tiny hot tub and a sauna. It also includes a hot breakfast in the morning. Here are our concerns with our stay, which was mentionned to the owner, in the hopes that he would rectify some of these issues but he declined, offering us 1.5 hour use of the nordic spa before March 15. - The pool is very green with residue floating around. Not maintained properly. We have contacted the Health Unit and they will go check it out. - We were told there was ice available in our room. After looking in the mini fridge, we found out it was a home-made plastic tray of ice half empty. For sanitary reasons, we did not use it as we didn’t know if a staff member prepared it or the previous clients. The Health Unit is also aware of this issue. - At 9 p.m., we took a glimpse outside and noticed that all the staff was gone. The parking and the building were empty, leaving an uneasy feeling for us. There is no way to reach anyone in case of an emergency, as there are no telephone in the room. - The whole spa is separated from the overnight rooms, which are located on top of a set of stairs. At no time were we told how we could evacuate the building in case of emergency. - The responsibility to lock the building fell upon us or the other guests. Since we left earlier than them in the morning, we had to leave the main door unlocked since our keys had to be left in our room. We left, not knowing if the door was going to swing open because it doesn't close properly and was left unlocked and felt terrible for the other guests. - The keys are normal, typical house keys. One could easily make a copy of those keys and hold on to them. Wait for the staff to leave and come back in the building. - Breakfast: Upon booking we were asked what our preference for breakfast was with the option to either eat in the kitchen or in our room but that was false. We weren’t told that a random man was going to be waiting for us in the upstairs small kitchen area. As soon as we got out of our room, we were trapped in a corner with *****. It was not relaxing whatsoever, and he spent the whole breakfast talking about himself leaning on the wall in the corner between me and my friend. We were not even able to talk to each other since he would not leave our table during the entire time. The fact that we were left alone, without staff or any emergency exits, with random strangers right next to us, was very scary. We could hear footsteps during the evening and we were hoping they weren't going to knock on our door. The owner's answer to us, when we mentionned our concerns about they keys, was as follows: Malevolent and spiteful people might try to do that, however I don't believe you are that kind of person. Secondly, it is standard procedure that, when staff leave at night, they activate all of our security systems to pick up any intruder coming in the Spa or the B&B area.

  Business Response

  Date: 09/03/2024

  Good morning. In order to better understand the situation, I have attached the chain of email exchanges with ******* ******** and ***** ******** which include the following:

  (1) 24 02 26 email from ******* with the details of her complaint

  (2) 24 02 29 email from ****** ******* to ******* with my responses to each of her concerns and concluding that there are absolutely no grounds to her request for a full reimbursement and that, for the inconvenience, we would offer her and ***** a free 1.5hr Mini Nordic Service which is valued at $94.92

  (3) 24 03 07 email from ******* with her second attempt to extort a refund from our company

  (4) 24 03 07 email from ****** ******* to ******* reiterating that there are absolutely no grounds for a reimbursement and that we were sorry to hear that they declined the offer for the 2 free Mini Nordic Services.

  We have a book full of highly positive remarks with greatly satisfied and appreciative comments left by our clients in our Retreat Rooms.
  

  Should you require any clarification, please do not hesitate to contact me by email at ********************* ** ***** ** *************

  Thanks, ****** *******
  

  Customer Answer

  Date: 11/03/2024

  
  Complaint: 21404282
  
  I am rejecting this response because:

  The Health Unit was contacted and it was determined that there is in fact grounds for concerns and they will be going over to inspect and do a report.

  There is in fact bad reviews on google and facebook left from previous clients. One specificaly left in from another guest on October 20, 2020 raising the same concerns about the staff leaving at night and no way to contact anyone in case of emergency (NO TELEPHONES IN THE ROOMS). ****** keeps saying "no calls were ever reported", however doesn't provide a telephone to do so. They have been aware of this issue for 4 years now and nothing has been done about it.

  Sincerely,
  
  ***** ********